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Very disappointing experience – winnings withheld and account placed under lengthy investigation

I am extremely disappointed with my experience using Velobet Casino. After playing and building up winnings on my account, my withdrawals were not processed and my funds were withheld. I was informed that my account had been placed under investigation, with the possibility that this could take up to 6 months.

While I understand that casinos may need to carry out security checks, leaving a customer without access to their legitimate winnings for such an extended period is unacceptable. The lack of a clear timeline, detailed explanation, or meaningful resolution has caused a great deal of frustration.

A casino should be transparent, communicate properly with its customers, and handle investigations in a reasonable timeframe. At this stage, I cannot recommend Velobet based on my experience, as the handling of my withdrawal and account review has left me feeling that my funds are being unfairly held.

I hope Velobet resolves this matter promptly and improves its customer support process for other players.

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Dear PaulCampbell,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

To understand the situation, please allow me to ask a few questions.

• Is your account fully verified?
• If not, could you please let me know which documents you have already provided and when exactly you sent the last one?
• Have you accumulated your winnings with or without an active bonus?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)

I hope we will be able to help you resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Hi Jean

i enclose the following answers to your questions.

The account is verified via video sent to Velobet and was confirmed.

Winnings were accumulated without a bonus.

Betting on sports.

Thanks

Paul Campbell

Thank you for your reply, PaulCampbell.

If your account was blocked and is under investigation after placing only sports bets, it’s likely the casino detected activity that prompted that decision. Because we don’t have sufficient expertise or insight into this area of online gambling, we are unable to interpret the casino’s investigation or their explanation accurately and therefore cannot judge this case fairly. This does not mean we consider your complaint unjustified; we are simply unable to evaluate it properly.

I understand how frustrating this must be. And I apologize that we cannot resolve this for you.

After reviewing the available information, we must close this complaint.

Please don’t hesitate to contact us in the future if you encounter issues with casino gaming, and we will do our best to assist.

Best regards,

Jean