CLOSED: [due to the submitter's inactivity]: Velobet - KYC Issue

So I played and won £32000 They allowed £15000 withdrawal over 2 days due to limits. I played and balance increased again to £60,000 I then lost my partner in an accident, I emailed them and asked for withdrawal as I was not in a good place and needed the funds releasing. They refused but by concern here is 1) no attempt to offer any withdrawal until following month 2) despite knowing I was vulnerable they did not at any time point me in any direction to a) secure my winnings and b) prevent deposits I am not bitter, I was **** and they offered no support at all. I know I used the money playing but their lack of responsibility failed me when I needed it most. The uk gambling commission have advised they want launch an investigation as what they have done is illegal and asked me to provide as much info as possible due to the risks of identity fraud.

Disputed amount: 32000£

Casino: Velobet

Case #: 3311

Hi Elaine Linton,

Thank you for reaching out to us. We are truly sorry about your situation. We forwarded your complaint to the casino rep to check your account.

As we reviewed your complaint, and found the information on our review page that the monthly withdrawal limit is €/$15,000. (All withdrawals that exceed €/$15,000 will be divided into monthly instalments).

Could you please share with us more

• Did you use any bonuses for your win?
• When did you request the withdrawal?

However, it would be helpful if you could provide as much evidence as possible via private message, such as screenshots of your win or any emails you received from the casino with their explanations.

Hi Elaine Linton,

We received an answer from the casino rep that, due to privacy and security reasons, they are able only to talk directly to you (account holder). Also, they inform us that they are in communication with you and working on resolving your issue:

We would like to inform you that the account holder is already in communication with our Complaints Manager regarding this matter. A response is currently being prepared and will be provided as soon as possible. Should the account holder have any further questions or require additional support, we remain at their full disposal and are here to help.

Given that, please get in touch with them directly, and if you received any updates, please let us know!

Hi Elaine Linton,

Could you please let us know if there are any updates regarding your case?

Hi Elaine Linton,

Since we haven't heard back from you, we will consider case #3311 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.