Account under investigation after win

Dear AskGamblers Team,

I am submitting a formal complaint against Velobet regarding the incorrect settlement of a winning bet and their refusal to acknowledge or investigate clear evidence showing that a technical error occurred on their platform.

Casino/Sportsbook: Velobet

Bet ID: 267047909

Event: Aberdeen vs. St Mirren

Match Result: 3–3 (Draw)

< personal information removed >

Date of Event: 3rd December 2025

Summary of the Issue

I placed a bet on the draw (Pick X) for the Aberdeen vs. St Mirren match. I have timestamped screenshots proving that the draw was the selection displayed to me when placing the bet.

The match ended 3–3, which means the draw bet should have won.

However, Velobet incorrectly settled the bet as if I had selected the home team, which I did not. The selection shown to me on their platform (and captured in my screenshots) does not match the selection their system later recorded—indicating a platform or technical error, not a mistake on my part.

Communication With Velobet

I contacted Velobet support multiple times and provided the screenshots, but they dismissed the evidence without explanation, stating only that their “system” shows a different selection. They refused to acknowledge the platform discrepancy or escalate the case, despite my requests.

Their responses have lacked transparency, and they have not conducted a genuine review of the evidence.

Why I Am Submitting This Complaint

I believe Velobet:

• Incorrectly settled a winning bet

• Failed to properly investigate a legitimate dispute

• Ignored clear evidence showing possible technical malfunction

• Did not escalate the matter as requested

This raises serious concerns regarding fairness, reliability, and the accuracy of their betting system.

Request

I kindly request AskGamblers’ assistance in reviewing this dispute and mediating a fair resolution. I can provide:

• Screenshots showing the correct selection (Pick X – draw) before the match

• Correspondence with Velobet support

• Any additional information needed

Thank you for your time and support. I look forward to your assistance in resolving this matter.

Kind regards,

< full name removed >

I accepted a bonus offer from Velobet, which did not clearly state any restrictions on maximum winnings or withdrawal limits. After meeting the wagering requirements and attempting to withdraw my winnings, I was informed that my payout was being limited due to an “excessive winnings” clause — specifically, a cap of 10× the deposit amount.

This condition was not disclosed at the time I accepted the bonus. The bonus offer page did not mention any such limit, nor was I directed to the full terms and conditions where this rule is buried. I believe this lack of transparency is misleading and violates fair gaming practices.

I contacted Velobet support to dispute this, but they upheld the restriction without acknowledging that the terms were not properly presented. I am now seeking assistance to recover the full amount of my winnings, or at least a fair resolution based on the terms that were actually shown to me.

I have attached screenshots of the bonus offer, my transaction history, and correspondence with Velobet support.