Velobet Casino - Igrač se suočava sa problemom povlačenja novca sa blokiranog računa.

I’ve deposited nearly £400 today, using debit card but was told I could not withdraw back to it, I’m excluded in there sister sites, goldenbet, and my stake but was still allowed to deposit, I think the games are fake also.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Velobet Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you informed the casino that you are self-excluded from other online casinos or that you are suffering from gambling addiction?
• Do I understand correctly that your player's account is currently blocked?
• Have you asked for a refund of unspent funds? What response have you received?
• Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hi,

yes my account is now closed as I asked them to close it, yes I informed them of exclusion from other sites, I also asked for deposit limits to be placed on my account but they said they do not have that option, I asked fir my deposits to be refunded as I could not withdraw back to the card I deposited with as again they do not offer this option, I have had no reply to the email I sent.i git an email from them today still trying to get me to join rewards even though i have self excluded

Thanks for your reply.

• Could you please explain whether you played down the £400, or was the amount left on your account after your account was closed?
• Could you please share with me your communication with the casino regarding the issue and responses you received to your requests? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear sagan,

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,
Tomas
Casino.Guru