Velobet Casino - プレイヤーのアカウントは閉鎖され、残高は没収されました。

I am submitting a complaint regarding the closure of my account and the confiscation of my balance by Velobet.

I used my account in good faith and did not violate any of the Terms and Conditions. I have only ever used one account and have never shared it with anyone or engaged in any fraudulent or abusive activity.

After playing normally, my account was suddenly closed and the majority of my balance was confiscated. The casino claims I violated Sections 9 and 10 of their Terms, but they have not provided any specific explanation or evidence to support this accusation, despite my request.

I am a student currently based in Lithuania and otherwise live and work in Sweden, which may explain access from different locations. However, all activity on the account was performed solely by me. I am willing to provide proof of this if required.

The casino has stated that their decision is final and refuses to provide further details. I believe this lack of transparency is unfair and that my funds have been withheld without justification.

I kindly request a fair review of my case and the return of my withheld balance.

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Dear Escape03,

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.?
• Did you pass the verification before you lost access to the account?
• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

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

Petra

Dear Petra,

Thank you for your response.

I mainly focused on sports betting. (Used some free spins)

Yes, I completed the verification process before losing access to my account.

No, there is no one else in my household who has created an account at any casino or used the same IP address for gambling. All activity on the account was carried out solely by me.

Please let me know if you need any further information.

Kind regards,

Amir

Thank you for your reply and for providing the previous details, Escape03.

Please understand that if you placed bets on sports betting and your account has been blocked, the casino may have detected activity that led to this decision. Since we don’t have enough insight into this field of online gambling, we wouldn’t be able to interpret the casino’s results of the investigation and/or their explanation correctly and judge this case fairly. We don’t think that your complaint is unjustified; we just couldn’t evaluate the issue properly. We would really like to help, but it is impossible for us at this time.

Unfortunately, after gathering all the necessary information, we are forced to close this complaint. I am sorry that we were not able to help you with this one, but please, do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.

Best Regards,

Petra