Hello Casino Guru team,
I would like to submit a complaint regarding VBET.
One of my bets was refunded/voided by VBET because they claimed that the match was postponed and played more than 24 hours after the original scheduled time.
However, this information is incorrect.
The match was originally scheduled for 19 June at 22:25 and was the fourth and final match of the day in the tournament schedule. The match was later postponed and played on 20 June at 17:45.
This means the match was played less than 24 hours after the original scheduled start time. Therefore, according to the rule they quoted themselves, the bet should not have been voided.
VBET support told me that the match was "originally scheduled for 20.06 at 00:40" and postponed to "21.06 at 6:00 PM GMT+4", but this is factually wrong. I provided them with the official FIBA schedule link showing the correct event schedule:
https://womensseries.fiba3x3.com/2026/amsterdam/games
I explained several times that I am not disputing their Terms and Conditions, but the incorrect factual information used to apply the rule. I asked them to escalate the case and verify the real original scheduled start time of the event.
Despite this, they refused to review the case properly. They repeatedly answered with generic messages such as "the calculation cannot be changed" and "the decision cannot be changed." In the end, the support agent closed the chat without solving the issue or checking the official source I provided.
The bet was correct and won, but VBET voided it using incorrect match information. I believe the bet should be recalculated and settled as a winning bet instead of being refunded.
I have attached screenshots of my conversation with VBET support, where they gave the incorrect time information and refused to correct the mistake.
Please help me with this complaint.
Thank you.
