Velobet Casino - Povlačenje igrača je odloženo zbog istrage naloga.

I signed up, verified my account and was really enjoying the site. There is always a nervy feeling with Curcao casinos because, as we all know many just take but, don’t pay. I hoped this would be different, I was wrong. I had my first ever good win. The feeling was incredible and quickly it turned into a nightmare. The joy turned into days of worrying what’s going to happen, automated answers, unrealistic time frames and what one assumes is a tactic to make people give up or if they dont they will make a reason up to take it. If you read the terms and conditions they are so vague that they have the power to make anything up. As I went to withdraw lo and behold I was under "investigation" it’s no clearer why and they say it takes 6 months. Absolutely devastated. I thought this was going to be a good one but, now they’ve lost a customer and hopefully many more. To treat another human and put them through this , when they put their faith and trust in a site that once your verified and win, you can have your money but, then be completely blindsided is awful. 

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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. 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.?
• Could you please confirm whether you currently have access to your account?
• Did you accumulate your winnings with or without an active bonus?

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 I played slots mainly the same 3 or 4 games and the odd live casino. I had no active bonuses. I can still log on but I can’t do anything on the site

Hello Whitety1010,

We would like to update you that due to Attila, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Attila has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Attila will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Whitety1010,

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, Kubo (jakub.m@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

Dear Whitety1010,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Velobet Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Velobet Casino,

Could you kindly provide detailed information regarding the player's issue? Specifically, I would appreciate it if you could clarify the reasons behind the delay in processing the player's withdrawal.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Hi still nothing from them. Just excuses that it takes 6 months. Absolute shambles.

Dear Kubo,

Please note that the user’s account is currently under investigation by the relevant department. We are carefully reviewing the case and related activity, and we will provide an update as soon as the investigation is completed.

We appreciate your patience and understanding regarding this matter.

Best regards,

Velobet Team

Please don’t allow Velo to put you through this people. It’s not worth it!

Hello Whitety1010,

We would like to update you that due to Kubo, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kubo has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kubo will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Velobet Casino,

As another two weeks have passed since your last response, I believe that sufficient time has now been provided to complete the review of the player’s account.

Could you please provide an update on the current status of the review, as well as further details regarding the issue at hand?

Thank you for your assistance.

Dear Kubo,

Thank you for your message.

Please note that the investigation regarding the player's account is still ongoing and is being handled by the relevant department. Due to the nature of the review and the amount involved, additional verification and analysis are required to ensure compliance with our internal security procedures and responsible gaming policies.

At this stage, we are unable to provide a specific completion date; however, we can confirm that the case remains under active review and has not been closed. We will provide further details and an update as soon as the investigation is finalized.

We appreciate your patience and understanding.

Best regards,

Velobet Team

Dear Velobet Casino,

We understand that some reviews may require more time than others.

However, please note that we also have to operate within reasonable timeframes and cannot keep complaints open indefinitely without any substantive update. As of today, it has been exactly one month since you were invited to join this complaint thread and provide an explanation as to why the player is unable to withdraw his funds, despite the account reportedly being fully verified.

So far, we have not received any specific information or evidence explaining the reasons for withholding the player’s funds. If no relevant information is provided, the complaint may have to be closed as unresolved, which would have a negative impact on the casino’s Safety Index displayed on our platform.

Thank you for your understanding. We look forward to receiving your position regarding the above-mentioned matter.

If needed, please feel free to contact me directly by email at jakub.m@casino.guru.

Dear Kubo,

We are still awaiting an update from the relevant team regarding this case. The investigation is currently ongoing on our side, and we are following up internally to receive further clarification.

We expect to provide the next update by next week.

We kindly ask for a little more patience and appreciate your understanding.

Best regards,

Velobet Team

Dear Velobet Casino,

The next week has come, so I would like to kindly follow up and ask you to provide an update on the current status of the case.

Thank you.

Hi Kubo,

I really appreciate your support. Like all players we dream of this big win. Playing slots at home on my phone and getting a big win was an amazing feeling. To then be 3 months down the line being made to feel like you have done something wrong with no money given is devastating. I don’t see how anyone can cheat a slot system it’s just ridiculous. Why do they allow people to play if they don’t want them to win. I feel seriously let down

Dear Kubo,

Thank you for your follow-up.

We would like to clarify that the player's account is not closed, and the player's funds have not been confiscated.

The account is currently under review by our relevant department as part of our standard security and compliance procedures. The investigation is still ongoing, and additional checks are required due to the nature of the case.

Please note that such reviews may involve multiple aspects of account activity and require sufficient time to ensure a fair and accurate assessment.

We understand the player's concerns and appreciate their patience. Once the investigation is completed, we will provide an update regarding the next steps.

Kind regards,

Velobet Team

You have given me the same reply for 3 months no substance no answers nothing

Dear Velobet Casino,

This is now the fourth time we have been provided with a generic statement that an update would be provided at a later stage. Given that you have assisted with dozens of complaints on our platform, you are undoubtedly aware that complaints cannot remain open indefinitely, particularly when no substantive information or evidence is provided by the casino.

Regarding the repeatedly referenced "comprehensive review," three months is not a reasonable timeframe without any meaningful progress or explanation. We therefore ask that you refrain from sending further generic assurances and provide a concrete update on the case.

If we do not receive the requested information promptly, the complaint will be closed as unresolved. Considering the significant disputed amount, this outcome may have a substantial negative impact on the casino’s Safety Index displayed on our platform.

Thank you for your understanding and prompt cooperation.

Dear Casino Guru Team,

I would like to inform you that I have sent additional information regarding this case via email.

Kindly review the provided details, as they contain further context and relevant information related to the ongoing investigation.

Please let me know if any additional clarification or documentation is required from our side.

Thank you for your cooperation and understanding.

Best regards,

Velobet Team

Velobet surely this should be sent to the actual customer as well? I have been left completely in the dark!

• Firstly I played with no bonus, so the usual issues this causes can’t be true.
• i verified fully and have emails to prove it.
• i deposited with my wages played casino games , which is why the site exists , got my first ever big win (also lost lots before this) and then my account is "investigated"
• Playing slots and casino games and winning is not fraudulent surely looking at gaming history just shows I won and shouldn’t take 3months?

there is no justification for this investigation and even if they wanted to look into my account because, I won. It doesn’t take 3 months to see this.

Ai says:

They’ve finally been forced to justify their actions. Casino Guru likely asked them to provide evidence supporting the prolonged investigation. Instead of posting it publicly, they’ve sent it privately because it may contain account information, internal fraud checks, or evidence they don’t want to disclose publicly.

They’re trying to convince Casino Guru rather than you. Many casinos will disclose more information to an independent mediator than to the player, especially if they claim it involves fraud detection or anti-money laundering (AML) procedures.

The case has reached a critical stage. If they’ve ignored the complaint for months and only responded after Casino Guru threatened consequences (such as lowering their rating or marking the complaint unresolved), it suggests they now feel pressure to defend their position

If they’ve been holding your funds for months without explaining why, Casino Guru will likely look closely at whether that delay is reasonable.

Please can I get an update as they are now ignoring my emails

Dear Velobet Casino,

I have responded to your latest message and look forward to your reply.

Thank you for your cooperation.

Dear Whitety1010,

I understand your frustration. Unfortunately, I do not have any new information to share at this stage. The casino has confirmed the six-month waiting period and provided a partial explanation for it. However, the reasons remain insufficiently clear and require further discussion with the casino.

The matter is still ongoing, and I will share any important updates as soon as they become available.

Thank you for your continued patience.

Totally heart broken. I really believed we were getting somewhere but it sounds like another excuse 🙁 it’s really disappointing this casino is still being recommended after there treatment of me

Thank you for your patience.

We have sent you our detailed explanation and position regarding this case via email for your review.

Please let us know if you require any further information or clarification. We remain available to assist with any

additional questions.

Best regards,

Velobet Team

You said this last time and provided nothing? Sounds like more delay tactics

My wedding is on 29/8/26 this month and I quite literally beg this is resolved by then 🙁 the whole thing is going to fall apart as this is so much money , heartbroken

Dear Velobet Casino,

Unfortunately, your detailed explanation has not provided any further clarity regarding the complaint, and I am still awaiting the information you previously promised.

Please respond to my email with the requested details at your earliest convenience.

Thank you.

Hi Kubo,

you previously warned Velobet of a possible negative impact on them due to the length of time and lack of answers. They have now told you twice since that they have sent meaningful replies but, this has yet again been a stalling technique and they have failed to comply. Surely you must consider blacklisting the company now or reflecting this negative behaviour against them

Dear Kubo,

As previously explained, the player will regain access to the account in September.

From that point, the player will be able to withdraw the available funds in accordance with the applicable withdrawal limits.

The funds have not been confiscated, and the account remains subject to the previously communicated restrictions until that period.

Best regards,

Velobet Team

why must I wait till September? If you have clearly decided the account is ok why would I not be able to access it now…

Kubo please can I ask that you encourage them to give access now.. if they have already decided the account will be reopen what justification is there to set September as a date…

Upon messaging Velobet today to ask why my account is blocked if the investigation is over they said:

"I am sorry to hear that your account is still blocked. Please take into account that we are not associated with any other site, including CasinoGuru, and when the investigation is finalized, you will be contacted via email by the relevant team, as it is still under investigation."

Casino guru please can I get an update?

Dear Whitety1010,

I apologize for the delayed response due to the high workload on our end.

Unfortunately, I do not have any new information to share at this time. Our discussion with the casino is still ongoing, and I am currently awaiting their response. I will let you know as soon as there are any updates.

Regarding my previous mention of a possible negative impact on the casino’s rating, this would apply if the casino stopped addressing the matter entirely. However, since the casino remains open to discussion, closing the complaint as unresolved at this stage would not be beneficial. It would neither help you nor encourage the casino to cooperate further.

I understand your frustration, and it is entirely justified. However, I would like to have all the relevant details available before fully assessing the complaint.

Thank you for your continued patience.

Dear Velobet Casino,

I have sent you a follow-up email, as I have not yet received a response to my previous message. Please review it and provide your reply as soon as possible.

Thank you.

Dear Kubo,

As previously communicated, the player will be able to regain access to the account in September and withdraw the available funds in accordance with the applicable withdrawal limits.

The funds have not been confiscated. We kindly ask the player to wait until the communicated period, after which withdrawals can be processed subject to the applicable limits.

Best regards,

Velobet Team

we are now in September please allow the withdrawal as per your reply..

Please can we just get this resolved? They are saying September, it’s now September and still nothing. This is just being dragged purposefully on and on.

Dear Velobet Casino,

Once again, my request for a response has been completely disregarded. Please provide a concrete update, including a specific date by which the player’s account will become accessible and the funds will be released for withdrawal.

Otherwise, we will have no choice but to close the complaint as unresolved. Given the disputed amount, this would have a significant negative impact on the Safety Index displayed for your casino on our platform.

The only reason the complaint remains open is your strong history of cooperation in other cases. Frankly, I am disappointed and unpleasantly surprised by the lack of attention given to this particular complaint.

Let us resolve this matter without further delay.

Thank you.