Velobet Casino - プレイヤーの出金は、アカウント調査のため遅延しています。

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. 

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 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