Velobet Casino - プレイヤーの賞金は没収されました。

Velobet (operator: Santeda International B.V., Curaçao license OGL/2024/1798/1048)

Category: Unfair confiscation of winnings / transparency violation

On 23/09/2025 Velobet confiscated £4,000 of legitimate winnings.

50 free spins were started and finished at 06:54.

At 07:40 I deposited my own funds. From then until 19:38, I played with cash only, not bonus funds.

I accumulated £4,300 total winnings, withdrew £1,400, and then Velobet suddenly applied a "bonus cap," leaving me only £300.

At the exact timestamps they claim the cap applied, I was already playing Pragmatic Play titles with deposited money.

Their justification contradicts their own Terms & Conditions.

Records are inconsistent: on mobile, the free spins ledger shows 06:54; on desktop, the same record is missing. I also attempted to pull JSON logs, but their system truncates results and hides the morning session.

This is deliberate confiscation of funds and concealment of records.

What I request:

Immediate reinstatement of my full £4,300 winnings.

A complete, timestamped account history for 23/09/2025 (all bets, deposits, withdrawals, and wallet type).

I have preserved evidence (screenshots, transaction logs, withdrawals) and already filed a complaint with the Curaçao Gaming Authority.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a screenshot of your bonus history?
• Am I correct in understanding that your winnings were capped only after you submitted a withdrawal request?
• Have you accumulated any winnings from the free spins? If so, kindly specify the amount.

Please request the casino to send you your gaming history in Excel format, starting from the moment you activated the free spins, up to the moment your winnings were capped, and then forward it to me at veronika.f@casino.guru.

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

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

Dear Mariangh,

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,

Veronika