Velobet Casino - 虚偽の違反のため、プレイヤーのアカウントは閉鎖されました。

Hello.I was at this casino. After this I tried to withdraw and they requested verification. I finished it successfully. Later they requested another one verification with video, holding me id and paper and pronouncing requested info. I completed it successfully. After that suddenly they said that my first verification is fake and i need to complete verification again. I did it. 

And the next day they said that i violated rule 9 and 10,and they close my account regarding these reasons read rule 9 and 10,it says for bonus violations they can close my account. I want to ensure you that i NEVER took any bonus, and send you screenshot proving it.

They don't want to pay and created fake rule violation, please help me to get my money back and solve this situation.

At the moment,my account in block,they paid 405 usdt from 1130,however my deposit was 507 usdt,they paid 405 usdt and blocked my account.

Hello peremoga,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Velobet Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise since when exactly is the verification process ongoing?
• Would it be possible to forward the same documents you sent to the casino to nikolas.b@casino.guru?
• Is your account currently closed and if yes, since when exactly?

Looking forward to your answer.

Regards,

Nick

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

I can send documents to you,but i want you to see,that they blocked my account due rule 9 and 10,and not due failed verification.let me know if you still need my documents.1st verification was 11th of december and completed same day.next day 2nd verification completed.After they requested 3rd verification(which repeats 1st verification),it was from 12th to 18th,i uploaded my passport at 18th of december,later,at 19th of december they blocked my account not due verification,but due violation bonus term rules.Please read rule 9 and 10 at their site.

My account closed since 19th of december.

Hello peremoga,

If they claim that the bonus abuse was the issue, I wonder if it is possible to forward your deposit and bonus history from the casino (if you are able to access it somehow).

If not, you can also forward the communication and documents regarding the verification.

Awaiting your response.

Regards,

Nick