RESOLVED: Velobet Casino - Refused Payout Problem

I won a large sum of money at VELOBET (online casino), around €15,000. I was very happy, but then they simply took the winnings from my player account, claiming something about bonus conditions, which is complete nonsense. After I complained, they blocked my account, and I can no longer log in. Now I simply want the money I'm entitled to.

Disputed amount: 15785€

Casino: Velobet Casino

Case #: 3994

Hi cemovic,

Thank you for taking the time to share your experience with the LCB members, and we’re sorry to hear about your negative experience.

We have reviewed the bonus Terms & Conditions. Could you please confirm whether all the requirements were met? Based on the screenshots you provided, the casino claims that certain terms may have been breached.

Could you please clarify the following:

• Did you place any bets on horse or dog races?
• Did you complete the wagering requirement of 15× (Deposit + Bonus) on at least 3 events with odds of 1.3 or higher?
• Did you respect the maximum bet per transaction of $1,000 and the minimum bet per transaction of $5?

Additionally, could you please send us a screenshot of your betting ticket(s) or any proof showing how the total amount of 15785€ was generated?

We kindly ask that you send all supporting evidence and any communication you’ve had with the casino via private message.

Once we receive all the necessary information, we will do our best to assist you further.

Hi cemovic,

Could you please let us know if you still need our assistance?

If you do, please provide us with the additional information we requested so we can assist you further.

Hi cemovic,

Since we haven't heard back from you, we will consider your case #3994 CLOSED due to the submitter's inactivity. 

However, if you still need our assistance, please let us know via personal message, and we will reopen the case.

Member cemovic, has contacted us via private message and informed us that the issue has still not been resolved, so we will be REOPENING the case.

Please ensure that you follow this thread and respond in a timely manner with any updates.

Hi cemovic,

We have received a response from the casino representative stating that, due to privacy and security reasons, they are unable to share account information with third parties.

They have kindly requested that all correspondence be conducted via the registered email address associated with your account.

Please contact their Complaints Team directly at complaints@velobet.com.

The team will review your case thoroughly and provide you with the appropriate assistance.

Keep us posted.

hello i was in contact with velobet per email and they just gave the usual excuses about why they simply took my money... They saw my screenshots, could they please request that Velobet pay me the money that is rightfully mine, which they simply took?

Hi cemovic,

Please note that we are not in a position to require a casino to process a payment. Our role is to act as mediators and help establish communication between you and the casino.

Due to data protection policies, the casino is not willing to share specific details about your case with us directly.

Could you please send us screenshots showing when you contacted their support via email?

Also, have you reached out to them again after we advised you to do so?

We will contact the casino once again to ask for clarification, as this rule can be interpreted in different ways and may directly affect your ticket:

“Wagering requirement: 15× (Deposit + Bonus) on at least 3 events with odds ≥ 1.3.”

We just want to make sure everything is clearly defined. We’ll update you as soon as we hear back from them.

Is this supposed to be one betslip with odds of 1436.77 ? You won by using 10.76 euro bet from your Welcome bonus? If I understand the rules correctly, you are not allowed to bet on events with odds lower than 1.30 and in your screenshot there are at least 2 events that are lower than that. Juventus v Dortmund at 1.24 and Man City v Napoli at 1.21. 

Hi cemovic,

We have received a response and clarification from the casino regarding the Welcome Bonus Terms you used.

The Terms state: “Wagering requirement: 15× (Deposit + Bonus) on a minimum of 3 events, each with odds of at least 1.3, before withdrawal.”

The casino has confirmed that every single event included in a ticket must have a minimum odds of 1.30 in order to count toward the wagering requirement. If any selection is below 1.30, the bet will not qualify for the bonus.

Based on this clarification and a review of your ticket, we can see that two events had odds below 1.30:

• Juventus – Borussia Dortmund - odds: 1.24 (710937714)
• Manchester City – Napoli - odds: 1.21 (710937709)

Unfortunately, these selections did not meet the minimum odds requirement and therefore did not comply with the bonus Terms.

As the rule has now been clearly confirmed by the casino and applied accordingly, we consider case #3994 RESOLVED.

That's right Aleksandar Todorov! The terms can sometimes be a bit tricky, which makes them harder to understand. Unfortunately, they always need to be read carefully and with full attention to the details 

Yep, thats why I always read the Terms and Conditions like a lawyer before deciding if I want to take a bonus. You can even use AI to help you make sure you have not missed any tricky details.