Velobet Casino - プレイヤーのアカウントはブロックされました。

hi i have been playing here for around 5 days and won up to 400 euros. The funds were real money and no bonus was used. I tried to verify my account but they said it takes over 48 hours to verify. I continued to play and went down to 200 euros so i contacted live chat and asked them to block my account for 24 hours until my account was verified which they agreed to do.

I have been back on today to reopen my account to make a withdrawal but they have said they have taken the decision to close my account as i broke their company rules but then say they dont have to disclose why and they wont pay my winnings.

Dear mitchhalley,

Thank you very much for submitting your complaint. I'm sorry to hear about your issue. Please allow me to ask you a few questions to make sure I understand your situation completely.

Do I understand correctly that your account was blocked during the verification procedure? Which identity documents have you sent to the casino?

Could you please forward the email from the casino regarding the closure of your account to veronika.l@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

Hi. I have sent these via email

Hi. I had uploaded all relevant documents. ID. Bank card (both sides) proof of address x 2.

Did you receive the documents on email?

Thank you very much, mitchhalley, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.

Hi mitchhalley,

I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask Velobet Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Dear mitchhalley,

I was provided with evidence supporting the casino's decision. Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions by making multiple payment reversals (chargebacks), which is directly in breach of the terms and conditions of the casino and that's why your account has been closed.

The casino acted correctly and within its terms and conditions.

Sorry, 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 are here to help.

Thank you very much, Velobet Casino, for providing the information and your cooperation.

Best regards,

Tomas