Velobet Casino - Depozit igrača je odložen.

made an instant Open Banking deposit to my account via Monzo. The transaction is marked as fully "Completed" on my Monzo feed. I contacted the payment gateway provider used by the casino, TransferOp Payment Gateway Ltd (Payop) [payop.com]. Payop formally tracked the transaction and confirmed to me that the transfer was 100% Successful and the funds were delivered directly into the casino's merchant account [payop.com]. Payop explicitly stated that the casino is holding up the credit. Despite presenting this absolute proof to live chat, Velobet and Freshbet refuse to credit my balance and are hiding behind a vague "investigation" script. They have the money in their bank account right now. I demand a senior manager manually match my Faster Payments ID and release my funds immediately. I am currently lodging a formal dispute with the Curaçao Gaming Control Board.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. If your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate but bear in mind that it's a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I'm sorry that we couldn't be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

Best regards,

Attila

Dear Lbell26x,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Attila
Casino.Guru