Velobet Casino - Die Gewinne des Spielers wurden eingezogen.

I breached the limit on first deposit bonus only with 1 dollar. But the site hasnt capped the bet so i thought i can spin on it. So beacuse the site was careless i didnt knew i breaking the rules. And took 1000 dollars from me.

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.

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.

• Could you please explain in more detail what the casino accused you of? Would you be able to share the explanation or justification you received from the casino?
• Have you passed account verification in the casino?
• Could you please share with me your communication with the casino regarding the issue? 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

Dear shamelssone,

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.

So the casino gave me a first deposit bonus. Where is the rule the maxbet is 5$ i didnt knew that so i tried to bonus buy but the site didnt let me so i said fine it will cap me on maxbet. I tried to spin it on 6$ and it let me so i thought i can beacuse it didnt capped me. After i wagered my bonus and recieved 1000$ i did the KYC i tried to cash out but they removed my 1000$ and gave back my deposit value and banned me from any bonus. It was their opputronity to cap the max bet. So it was the site issue that it let me spin on 6$. 

So the casino gave me a first deposit bonus. Where is the rule the maxbet is 5$ i didnt knew that so i tried to bonus buy but the site didnt let me so i said fine it will cap me on maxbet. I tried to spin it on 6$ and it let me so i thought i can beacuse it didnt capped me. After i wagered my bonus and recieved 1000$ i did the KYC i tried to cash out but they removed my 1000$ and gave back my deposit value and banned me from any bonus. It was their opputronity to cap the max bet. So it was the site issue that it let me spin on 6$. 

Thanks for your reply.

Our position on breaching the maximum bet is closely explained in our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played.

If you played extensively with a bet of more than 5$, we might not be in a position to assist you. Please let me know if there are any other circumstances we should take into consideration regarding the issue, and provide detailed reasoning and evidence if available.

Looking forward to your reply.

Dear shamelssone,

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