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Dear Velobet Management,

I am writing to formally lodge an official complaint regarding the wrongful confiscation of my funds.

Recently, I created a single account on Velobet, successfully deposited funds via my bank card, and subsequently won a total of £3,000.00. Following this, your team deducted £2,950.00 from my balance, leaving only £50.00. The justification provided by your customer support was an alleged breach of your terms regarding a "duplicate account."

I categorically deny this allegation. I do not own, operate, or have any association with any other account on your platform. This is my only account.

As a licensed online operator, you cannot arbitrarily confiscate a consumer's rightful winnings without providing transparent, verifiable proof of a terms violation. Accepting my real-money deposits only to invoke a "duplicate account" clause when I attempt to withdraw winnings is an unfair and predatory business practice.

I request that Velobet immediately takes the following actions:

Provide full, transparent details and evidence of the alleged duplicate account.

Reinstate my full winnings of £2,950.00 to my account balance.

Please consider this my formal attempt to resolve this dispute internally. If this matter is not satisfactorily addressed and resolved within 14 days, I will immediately escalate this complaint to your relevant licensing body (such as the Curaçao or Anjouan gaming boards) and external casino dispute forums.

I look forward to your prompt response.

Sincerely,

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Stay safe.

Dear Rebeccal,

Thank you very much for submitting your complaint. I’m sorry to hear about the confiscation of your winnings.

To better understand the situation, could you please clarify the following:

• Have you ever created or used another account at Velobet Casino, including an account registered with a different email address?
• Has anyone else in your household or using the same internet connection or device ever had an account at Velobet Casino?
• Did you use a VPN, proxy, IP-masking service, or any similar tool while registering, playing, or accessing the casino?
• Have you successfully completed the KYC verification process at the casino?

Please also share any relevant communication where the casino informed you that your winnings were confiscated due to a duplicate account.

Thank you very much in advance for your cooperation.

Karla M.

Hi I have had other casinos under the same license including golden bet my stake donbet but I have never held a velo bet account I have asked the company for a reason and they are Failing to provide a concise, evidential reason for account manipulation. Account Verification: My account was fully verified almost immediately upon creation. I hold explicit photographic evidence confirming that my Identification Documentation (ID) was successfully verified exactly 20 minutes after my initial registration.

Marketing Contradiction: Following the confiscation of my winnings, Velobet actively targeted me with promotional material. I have photographic evidence of two separate marketing emails sent by Velobet offering me free spins and deposit bonuses. This completely contradicts any claim that my account was restricted, flagged, or closed for a legitimate breach of terms at the time. Another one has been sent today also

Reply from Velobet via email they will not provide evidence

Dear Rebecca,

Thank you for your email.

We completely understand your position and sincerely apologize for any frustration or disappointment this situation may have caused. 

However, after carefully reviewing your account, we must reiterate that the funds were deducted in accordance with our Terms and Conditions, as maintaining more than one account on our platform is strictly prohibited.

The applicable deduction has therefore been correctly applied in accordance with our Terms and Conditions. 

The fact that the funds were originally deposited by you does not change the outcome, as the account activity was subject to the rules.

As a goodwill gesture and an exception, we have made 50 GBPavailable for withdrawal. We kindly ask you to proceed with withdrawing the full eligible amount of 50 GBP.

We understand that you are requesting the return of your full winnings; however, we are unable to restore, reimburse, or re-credit the deducted amount. 

The decision regarding the deduction is final and will not be changed, reconsidered, or reversed under any circumstances.

Please also note that the 50 GBP goodwill amount is the full amount we are able to offer in relation to this matter. 

No further compensation or additional reimbursement will be provided. We sincerely regret that we cannot provide the outcome you are requesting. 

Nevertheless, we hope the above clearly explains our final position and the goodwill amount that remains available to you.

Should you have any further questions or require additional assistance, please do not hesitate to contact us.

Have a pleasant day!

—

Best regards,

Julia / Support Agent

5. EVIDENCE ENCLOSED

* Exhibit A: Screenshot proving full ID verification 20 minutes post-registration.

* Exhibit B: Screenshots of the two promotional emails sent after the balance confiscation.

* Exhibit C: Account transaction history logs showing deposits and final winning balance.

Hi someone else is now dealing with this so I don’t need your help thank you

My issue has not been resolved I still need your help please

How come no one has replied

ypu only have 30 mins left

Dear Rebeccal,

Thank you for your patience.

Before we proceed further, I still need to clarify a few important details regarding the casino's allegation of multiple accounts.

Could you please confirm:

• Does anyone else in your household have or previously had an account specifically at Velobet Casino?
• Does anyone else who may use the same home internet connection/Wi-Fi as you have a Velobet Casino account?
• Has anyone else ever accessed Velobet Casino using the same device(s) that you used to access your account?
• To the best of your knowledge, could any family member, partner, friend, or other person have registered a Velobet account from your household, internet connection, or devices?

These details are important for us to assess why the casino may have detected a connection between your account and another account.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.