Velobet Casino - Die Gewinne des Spielers wurden noch nicht ausbezahlt.

Good morning,

Firstly I would like to say prior to this issue occurring I was very happy with velobet, the withdrawals had been quick and easy and always arrived with no problem. I requested a withdrawal on 18th November which was successfully processed and paid the same day, usually I would receive these funds first thing the following morning, however on this occasion I didn’t and so raised this with the casino, they told me I would need to wait 24 hours and then raise a case, I didn’t this and then was told 3 business days to investigate, yesterday I received an email containing a document showing the transaction being made by there bank but following a conversation with the bank, did not contain the information needed for them to track the payment, they told me to request either a MID reference of a UETR which the casino are point blank refusing to provide, I’ve emailed multiple times and used the chat service but am faced with the same response every time, that they won’t assist me any further? Even though they should have access to this information quite easily. I have the email thread between myself and the company. It won’t let me upload all of the email screenshots below but can provide these if needed

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 Daisb145,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hi,

I understand things sometimes take time but the people of spoke with ( email and chat) have all said I should have received these funds by now as they have sent them, it’s also worth mentioning that I have had a successful withdrawal into my bank since this issue happened, so if I’ve received those funds, there’s no reason I shouldn’t have received earlier monies sent. Also Barclays have stated they could help track this payment with the MID reference or the UETR ref but velobet have refused to provide me with either of these?

Dear Daisb145,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Good Morning,

I am yet to receive the funds for this transaction and have still had the same response that they’ve provided all the information they are willing to provide.

My bank are unable to trace the payment without the references I have requested, which they aren’t willing to provide. I have had 2 successful withdrawals with the company this week, so the one for 300 from 2 weeks ago that I’ve raised with you, seems to be the only one that’s caused an issue.

kind regards

Good Morning,

I am yet to receive the funds and it’s been 18 days now, could you please kindly advise on any update or assistance with this.

kind regards,

Dear Daisb145, thank you for the information. In order for us to better help you with this complaint, could you please share your communication with your bank, confirming their request for additional documentation?

Thank you in advance for your cooperation.

Best regards,

Attila G.

Hi,

My communications with the bank have been over the phone, with their international payments department, so it’s difficult to provide evidence of this but I have attached screen shots of my calls with them? I can send bank statements to cover the time period should you require it, to show I have not received the funds into the bank account, and also the document velobet sent me to prove the payment was sent.

kind regards,

Dear Daisb145, thank you for your response. Could you please share a bank statement documenting the relevant period?

Send emails or chat transcripts to my email at attila.g@casino.guru, or post screenshots here. I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Hi Attila,

i have emailed the above email address with the statements/ screen shots of my banking.

kind regards,

Hi,

how strange I have just received notification from Barclays the monies have arrived into my account 2 minutes ago.

thanks for your assistance with the matter and I will close the complaint as resolved.

kind regards,

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Daisb145,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not 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://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Attila