Deposited. No bonus. Won. Verified my account. All approved. Submitted a withdrawal through ecashout and has been sitting as ‘processing’ for almost 5 weeks. Simple as that. Have emailed and chatted on their site and am just told ‘they’re investigating the case/it’s a priority/the relevant department will contact you. That’s it. No funds. No explanation and no recourse. I have screenshots of EVERY interaction.

Dear Dinam10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and assist you effectively, could you please provide us with the following details?

• What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?
• When was the last time the casino communicated with you?
• Have you made any successful withdrawals from this casino before?

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

Best regards,

Veronika

Just slots. The only communication has been when I initiate it. Through their online chat and email. I ask what the issue is and I receive the same ‘please continue to wait we will contact you’ response on both methods. But they have never contacted me. No this was my first withdrawal from this casino.

Thank you very much, Dinam10, for providing all the necessary information. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Dinam10,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see how I can help if possible.

We would also like to invite Velobet Casino to participate in this discussion.

Dear Velobet Casino,

Could you kindly provide an update regarding the status of the players' verification? It seems that the player has submitted all the necessary documents. Could you please clarify why the KYC process has not yet been completed and why the player's withdrawal has not been processed yet? If there are any factors contributing to the situation that cannot be shared publicly, please share them directly with me at [email protected]

Dear Michal,

First of all, we would like to confirm that the mentioned withdrawal is still in process. However, please note that the amount has already been successfully transferred from our side and has been deducted from your account.

According to the technical requirements of the payment system, the final step requires you to manually accept the funds in your payment account. At this stage, this is the only remaining action, and we kindly hope you will proceed with the confirmation.

Should you have any questions or need further assistance, please don’t hesitate to contact us.

Best regards,

Dear Velobet Casino Team,

Thank you for the clarification.

Dear Dinam10,

Kindly proceed as instructed by the casino team, and inform me once you have received the funds.

I’m not sure what payment account they are referring to. This is what it shows as of this morning. No notifications on my bank there is no email or communication. What payment account are they referring to? I requested through ecashout. So I entered my bank account info and that’s were it should deposit to. There is nothing, no email or next steps. .

There are conflicting answers because this the response to my last email. Just telling me to continue to wait.

Dear Velobet Casino Team,

Could you kindly provide some clarification on the above?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Michal,

Thank you for your message.

We'll check the payment details with our team and get back to you as soon as possible.

Please rest assured that we’re on it and will provide an update shortly.

Best regards,

I received an email this morning telling me the payment was rejected. And to try again. (After almost 8 weeks of avoidance and no explanation). I went to the Velobet site and withdrew again using another method - they processed it 4 hours later. Withdrawal received and processed. Complaint resolved. Thank you to casino guru for your help!

Dear Dinam10,

Thank you for your confirmation. I am glad that our involvement played a role in resolving the situation, and you received the funds. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, Dinam10, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru