Velobet Casino - Spelarens uttag försenas och pengar konfiskeras.

• Played for the first time on Velobet.com. Got a welcome bonus of 15 euros. Sure good I thought but didn't care because I DON'T KNOW how it really works. So I deposited about 200kr won up to about 970 euros, but felt I wanted to continue and won the final amount of about 1487 euros. Guuud, I'm so happy! Then it was back and forth to email kyc. They wanted documents or some form of security and I understand that, because I've been informed that that's the case. I've done everything they've asked of me, I also got a YES that they approved the driver's license which is otherwise difficult to get what I understand. Anyway NOW when I was going to withdraw the full amount via SEPA today it was suddenly rejected. Then I went to the page and I see that it says "system withdraw" 1387 euros. So Velobet has taken 1387 euros and left 100 euros for me to withdraw. Before this, I have already figured out how to use my bonus and in my case 15 euros that I have used, but what about the rest!? I don't UNDERSTAND or am I slow!!? I want to show the email that also came from support from Velobet. Please excuse my spelling, but I am "INSANE" and just want to get this out of me. I will also inform you that EVERYTHING happened about 30 minutes ago. Showing a picture of the email from support, Velobet in English and Swedish.

• Spelat första gången på Velobet.com. Fick i välkomstbonus 15 euro. Visst bra tänkte jag men brydde mig inte om det för jag VET INTE hur det fungerar riktigt. Så jag satt in ca 200kr vann upp till ca 970 euro, men kände att jag ville fortsätta och vann slut beloppet ca 1487 euro. Guuud va jätteglad! Sen blev det fram och tillbaka att maila till kyc. Dom ville ha dokument eller nåt form av säkerhet och det fattar jag, för har blivit informerad att så är fallet. Har gjort allt dom har begärt av mig, fick även ett JA att de godkände körkortet som annars är svårt att få vad jag fattar. I alla fall NU när jag idag skulle ta ut hela beloppet via SEPA så blev det helt plötsligt avslag. Då gick jag in på sidan där ser jag att det står "system withdraw" 1387 euro. Då har Velobet alltså tagit 1387 euro och lämnat 100 euro för mig att ta ut Jag har innan detta fått klart för mig hur man använder upp sin bonus och i mitt fall 15 euro som jag har använt men resten då!? Jag FATTAR inte eller är jag trög!!? Vill visa mailet som också kom från support från Velobet. Ni får ursäkta min stavelse, men är "URSINNIG" och bara vill få ur mig detta. Ska informera också att ALLT hände för ca 30 minuter sedan. Visar bild på mailet från support, Velobet på engelska och svenska.

Dear player,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Was the €15 welcome bonus you received a no-deposit bonus, or did you receive it after making your deposit?

Can you send a link or screenshot of the bonus offer, including the terms and conditions?

Did you make your deposit after you finished wagering the €15 bonus, or was the deposit made while the bonus was still active?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Dominika

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Hello!

I was up to a profit amount of approx. 16,000 SEK and stopped there and took a withdrawal through SEPA. and that process. When I go back to "transaction history" after a few hours it said "withdrawal rejected", shortly after that it said "system withdraw success" right?!? Velobet had then taken approx. 15,000 SEK and left approx. 1,000 SEK to withdraw for me. After I asked yesterday "where my winnings went" to "support.velobet" I received a response today via email:

It was all my fault! I didn't read the terms and conditions properly but I couldn't believe in my wildest imagination that a casino could take such a large amount, at least for me who has been on 100% sickness compensation for several years😔. I feel so stupid and this took a toll on me.😢

Hej!

Jag var uppe i ett vinst belopp på ca. 16.000 SEK och stannade där och tog ett uttag genom SEPA. och den processen. När jag efter några timmar går in igen på "transaktion historia" så stod det"uttag rejected", kort efter det så stod det rätt som det va "system withdraw success"!? Då hade Velobet tagit ca. 15.000 SEK och lämnade kvar ca. 1.000 SEK att ta ut för mig. Efter att jag frågade igår "vart mina vinst pengar tog vägen" till "support.velobet" så fick jag idag till svar via mail:

Allt va mitt fel! Jag läste inte igenom villkoren ordentligt men kunde inte tro i min vildaste fantasi att ett casino kan ta ett så stort belopp, iallafall för mig som går på 100% sjukersättning sen flera år tillbaka😔. Känner mig så dum och detta tog hårt på mig.😢

Sitting and thinking and thinking, can't really let this go. After getting an answer to my question, I should probably accept this BUT it still "gnaws" and "gnaws"!

Did everything go well?

Can a Casino do this...to take such a large amount?

Thinking… Basically, when you make the decision to enter a Casino for the chance to win everything from small wins to big wins. If you don’t join a Casino to win money, then the Casino "takes" your big win….? I can’t quite figure it out. Can someone please explain it to me…

Sitter och tänker och tänker, kan inte riktigt släppa det här Efter ha fått svar på min fråga så borde jag väl acceptera det här MEN det "gnager" och "gnager" ändå!

Har allting gått rätt till?

Kan ett Casino göra så här…att ta ett så stort belopp?

Tänker…I stora hela, när man tar beslutet att gå in i ett Casino för att få chansen att vinna allt ifrån små vinster till stora vinster. Är man inte med i ett Casino för att vinna pengar sen "tar" Casinot din stora vinst….? Får inte riktigt ihop det. Kan någon snälla förklara för mig…

Dear player, I have checked the terms and conditions, and this is what I found:

"1. Deposit/Welcome Bonus is such bonus amount, which needs making a deposit to receive the bonus, each of them has wagering requirements and the maximum amount that can be withdrawn from winnings generated by a deposit-required bonus is limited to ten (10) times the deposit that activated the bonus. Any excess winnings will be forfeited."

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Dominika