Velobet Casino - プレイヤーの支払いが遅れています。

Hello, I requested a payout on April 1st. My account has been verified and the payout has been accepted, but unfortunately the money has still not been transferred.

In the support chat they just say that it will arrive soon, but you are just put off but don't get a proper answer.

Please clarify.

Guten Tag ich habe am 01.04 eine Auszahlung angefordert mein Account ist verifiziert und die Auszahlung ist auch angenommen worden leider ist das Geld noch immer nicht überwiesen worden.

Im Support Chat heisst es nur das es bald kommt man wird nur vertröstet bekommt aber keine korrekte Antwort.

Bitte um Klärung.

Dear smurfpetar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. In order to assist you better, could you please provide us with some additional information?

• Have you made any successful withdrawals from this casino before?
• Did you accumulate your winnings with or without a bonus?
• What specific information did the support chat provide you about the delay?

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

• No, I haven't made any withdrawals on this site yet.
• The winnings were accumulated without a bonus.
• In the chat it is said that it may take a while, but the money is on its way, that's what they have been saying for over 2 weeks.

Thank you for your help.

• Nein ich habe noch keine Auszahlung getätigt auf dieser seite.
• Der Gewinn wurde ohne einen Bonus angesammelt.
• Im Chat wird gesagt das es noch dauern kann, das Geld aber unterwegs sei das heißt es schon seit über 2 Wochen.

Danke um ihre Hilfe.

Could you please specify what types of games you played? Were they slots, live casino games, or did you bet on sports?

Slot machines and live casino

Spielautomaten und Live Casino

Thank you very much, smurfpetar, for providing all the necessary information. I will now transfer your complaint to my colleague Jana (jana.k@casino.guru) 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.

Dear smurfpetar,

My name is Jana and from now on, I will assist you with resolving your complaint. I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Velobet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino, could you please state the reason why the player's withdrawal has not yet been processed?

Thank you in advance for providing the information.

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 smurfpetar,

We’re sorry for the inconvenience. Please provide your email address and username, and we will check your case and do our best to resolve it as soon as possible.

Best regards,

Dear Jana,

Upon review, we can confirm that the user has already successfully completed the withdrawal of this amount.

Best regards,

Velobet Team

Dear smurfpetar,

can you confirm that you have received your funds?

No, the money hasn't arrived. The bank has transferred it back to Velobet. According to live chat, no money has arrived yet, and it may take some time before it's back in the account.

Nein das Geld ist nicht angekommen. Es wurde von der Bank zurück an velobet überwiesen laut Live Chat ist noch kein Geld angekommen und es kann noch dauern bis es wieder auf dem Konto ist.

Dear smurfpetar,

thank you for an update. We will waít until money arrive to your account.

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 Jana,

The case is currently under investigation on our end. We are also in contact with the bank, and please note that this process may take some time. We appreciate your patience and understanding.

Best regards,

Simply transfer the money back from the Velobet account and then I will pay out with MiFinity, then there will be no problems.

greetings.

Überweisen sie das Geld einfach wieder aus das Velobet Konto dann Zahle ich mit MiFinity aus dann gibt es keine Probleme.

grüsse.

Dear smurfpetar,

is there any development since the last time? Have you received your funds?

no, not yet

Nein noch nicht

Dear Velobet Casino representative

could you please clarify the issue with the player´s withdrawal? He still hasn´t received his winnings.

Dear smurfpetar,

We apologize for the delay in the investigation process. Unfortunately, it may take a little more time than usual due to some additional procedures on the bank’s side. These steps are necessary to ensure a thorough and accurate review.

Please rest assured that we are fully committed to assisting you throughout this process. Our team is actively monitoring the situation and will keep you informed of any updates as soon as we receive them.

If you have any questions or need further assistance in the meantime, please do not hesitate to reach out. We are here to support you and ensure a smooth resolution.

Thank you for your patience and understanding.

Best regards

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.

Please simply transfer the money back to the Velobet account and then I will pay out with MiFinity, then there shouldn't be any problems.

Greetings.

Bitte überweisen sie das Geld einfach zurück auf das Velobet Konto dann Zahle ich mit MiFinity aus dann sollte es keine Probleme geben.

Grüsse.

Here is proof of the transfer back from my BANK to Casino Velobet.

Please transfer the 900.13 euros back to my Velobet account and I will pay out with Mifinity.

Greetings.

hier ein Nachweis über die Rücküberweisung meiner BANK an das Casino Velobet.

Bitte überweisen sie die 900.13 Euro wieder auf auf mein Velobet Konto dann zahle ich mit Mifinity aus.

Grüße.

Dear Jana,

As mentioned, the relevant team has refunded the amount to the user’s Velobet account. Our team has already contacted the user and will assist them with the withdrawal process.

Thank you once again for your support and cooperation.

Dear LOKICAFL,

Kindly keep us updated on the progress of this case.

We appreciate your continued patience and assistance.

Best regards,

Dear LOKICAFL,

can you confirm that funds have been refunded to your account?

Dear smurfpetar,

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,
Jana
Casino.Guru