Velobet Casino - Igrački račun je zatvoren, a dobici konfiskovani.

I am submitting a complaint regarding Velobet, operated by Santeda International B.V. (Curaçao OGL license OGL/2024/1798/1048).

I played at the casino for approximately two months and made 77 deposits of £20 each using my personal debit card. I did not use any bonuses or promotional offers at any time.

I won £928 from my deposited funds. When attempting to complete KYC verification in order to withdraw my winnings, the automated verification system failed and instructed me to contact KYC support via email.

I followed the instructions and sent my bank statement, debit card photo, and driving licence for manual verification.

Instead of completing verification, the operator permanently closed my account and confiscated my £928 winnings. They stated that the decision was made at their sole discretion and refused to provide any specific reason.

They only refunded my last £20 deposit.

The operator initially stated that my case was under review, but they have since stopped responding to my emails.

I believe this action is unfair and lacks transparency, particularly because:

No bonus was used

My own payment method was used

Deposits and gameplay were accepted over two months

I attempted to fully comply with KYC

I respectfully request assistance in reviewing this matter and helping resolve the dispute.

I have more screenshots of communication with them, deposits, etc if necessary just ask

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.

Dear krabiz,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you focused on - slots, live casino, sports betting, etc.?
• Has the casino indicated that there might be a problem with approving specific documents?
• Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?

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,

Attila

Hi Attila,

Just slots mainly Hacksaw ones.

I sent them, proof of identity, proof of adress, proof of payment, they replied with this email that im attaching now.

I don’t use VPN, i was playing trough my normal IP.

Thank you for your response. Could you please forward the documents you provided to the casino for verification, along with any further communication between you and the casino’s customer support? You may send the information to my email address: attila.g@casino.guru.

Thank you very much for your cooperation.

Hi Attila i have forwarded to you, every single email with attachments!

Dear krabiz,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Thank you 🙂

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Velobet Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Velobet Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hey Romi & Velobet

I would like to provide an update regarding this case.

After the casino confiscated my winnings of £928 and stopped responding to my emails, I attempted to resolve the matter through PayPal by opening disputes for my deposits.

Most of the disputes were denied because PayPal stated that gambling transactions are generally not covered under their buyer protection policy. However, one transaction for £20 was refunded after additional review.

Aside from this single refund, the main issue remains unresolved. The casino permanently closed my account during the KYC process and confiscated the remaining £908 in winnings obtained from my deposited funds without providing a specific explanation.

I am still hoping the casino will review this case and return the confiscated balance and or maybe reinstate my account. 🤞🙏

Dear krabiz,

Thank you for your patience. I wanted to let you know that your case is currently under investigation.

Once we have all the details from the investigation, we will provide you with a full update.

We appreciate your understanding while this matter is being reviewed.

Best regards,

Dear Romi,

Thank you for your message.

We would like to inform you that this case is still under investigation. Our relevant team is currently reviewing all the details, including the KYC verification process and account activity.

At this stage, the investigation has not yet been finalized. Once the review is complete, we will provide a full and detailed update regarding the outcome.

We appreciate your patience and understanding while this process is ongoing.

Best regards,

Dear Velobet Team,

Thank you for your response.

I appreciate that the case is being reviewed. I would like to reiterate that I fully cooperated with the KYC process and provided all requested documents for verification.

The winnings in question were obtained from my own deposited funds, without the use of any bonuses. I also used my personal payment method and played on the account over an extended period. I didn’t use a VPN services, neither did i break any of your rules i was just playing and having fun.

I look forward to your update.

Kind regards,

Janis

Thank you all for your cooperation on this case.

Dear user,

Please inform us whenever there is any update.

Best regards,

Romi

Hi guys, still waiting for a response 🙁

Hi guys, another week gone by still no reply from Velobet

Dear Velobet Casino,

Could you please update us regarding this case?

Thank you.

Respectfully,

Romi

Dear Romi & Velobet Casino Team,

We would like to inform you that our relevant team has now completed the review of the case, including the KYC and payout assessment.

The final decision and any applicable payout processing will be finalized and updated next week.

Thank you for your patience and cooperation while this matter was being reviewed.

Best regards,

Dear Romi,

Thank you for your patience.

We would like to provide a final update regarding this case. Following the completion of our internal review, the user accepted the outcome of the investigation and proceeded to withdraw the remaining balance of £20, which was available on the account after the applied decision.

At this stage, the case can be considered resolved from our side.

Best regards,

Velobet Team

Dear Velobet Team, Romi,

I would like to clarify that I have not accepted the outcome of your investigation.

The £20 withdrawal you referred to was simply the return of my last deposit and does not represent acceptance of your decision or resolution of this case.

As stated in your original email:

"However, we give you the opportunity to withdraw your last deposit. Kindly request a withdrawal using an appropriate payment method, after that the account will be permanently suspended."

This clearly shows that the £20 was offered as a return of my last deposit following account closure, not as a settlement of the confiscated winnings.

The main issue remains unresolved. My winnings of £928, obtained from my own deposited funds without the use of any bonuses, were confiscated after I attempted to complete KYC verification. After deducting the £20 returned, £908 is still outstanding.

I would also like to note that I have been requesting a clear explanation for the confiscation of funds since the beginning of this case, but no specific reason has been provided so far.

I believe this matter could be resolved fairly with transparency and a clear explanation.

From my perspective, this case is not resolved.

Kind regards, 

Janis

Dear Velobet Casino,

Please explain the situation in detail as I have not received anything from you until now, nor here nor by email.

Thank you.

Respectfully,

Romi

Dear Romi and Casino Guru Team,

We would like to inform you that the internal investigation has now been completed by our Compliance Department.

Following the final review of the case, we confirm that the remaining eligible balance on the player’s account can be withdrawn via the available withdrawal method.

The player may proceed with requesting the withdrawal, and it will be processed in accordance with our standard payment procedures.

We appreciate your patience during the review process.

Kind regards,

Velobet Casino

Dear Valobet Team,

Thank you for your update. Those are fantastic news.

I've logged in and yes, my money is there, i've requested a withdrawal of the available balance. I will confirm once the withdrawal has been successfully processed.

Kind Regards,

Janis

Dear Velobet Team and Casino Guru,

I confirm that I have received the full withdrawal amount of £928.65 in my bank account.

Thank you to Casino Guru for the assistance in resolving this matter.

The case can now be considered resolved.

Kind regards, 

Janis

Thank you, Velobet Casino, for your cooperation on this case.

Thank you, dear user, for confirming and for using the Casino Guru complaint resolution center. I’m very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time. 

Best regards, 

Romi

Casino.Guru