Complaint #2 Velobet Sportsbook

Incorrect bet settlement

By mattlennon9

6 months ago

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 >

Disputed sportsbook Velobet Sportsbook

Reason Mistake with betting slip

Discussion

AskGamblers

• Support Team

6 months ago

Dear all,

We regret to inform you that following the submitter's confirmation that the issue, subject to this dispute, has already been raised with the relevant regulatory body and, taking into account the fact that the parties did not reach a mutual agreement of settling the dispute, the AskGamblers Complaint Team has no other option but to close this complaint as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

As soon as the AskGamblers Complaint Team is notified about the regulator's final decision on the case, we will comply and mark this complaint accordingly.

mattlennon9

• United Kingdom

6 months ago

Your Compliance Officers Mia Miller and Maxwell Hayes already emailed me your final response directly on the 9th December rejecting my complaint in full and refusing to settle my bet. You’re already aware of this and issuing this false reply as it’s seen publicly. The matter remains unresolved.

Your email reply stated the following:

Trust this email finds you well,

Thank you for your message and for maintaining a constructive approach throughout the review process.

We value your trust and would like to provide a clear update following the outcome of our internal investigation.

After a thorough and comprehensive assessment of your case, we wish to formally convey our official response regarding your complaint. The screenshot you submitted as supporting evidence has been reviewed; however, it cannot be accepted as valid proof.

We have carefully examined all relevant records in collaboration with our official data provider. Based on this verification, we can confirm that all bets were settled accurately and in full accordance with the official results. The odds you referenced — 31/24 — correspond to a 2.24x coefficient, which matches the settlement applied on our platform and is also reflected in your screenshot.

For your convenience, we have attached a detailed screenshot showing the official data used to resolve the bet.

Thank you for your patience and cooperation.

If you have any questions or require further assistance, please do not hesitate to contact us.

My reply, which has been ignored was:

Thank you for your email.

While I acknowledge the explanation regarding the odds, this does not address the central issue I have raised from the beginning — namely, that my genuine selection at the time of placing the bet was Pick X (draw). The discrepancy between what your platform displayed to me and what your system later recorded remains entirely unresolved.

It is disappointing that my evidence continues to be dismissed without a proper review of the clear interface or system error that occurred. I have been a consistent and high-value customer of Velobet precisely because I trusted the reliability and fairness of your platform. I do not contest losses when they occur legitimately — all I have ever asked is that my bets be settled in accordance with the selection I actually made.

In this instance, however, my bet was inexplicably altered, and the trust I previously had in your service has been significantly damaged. As a result, I no longer feel confident placing wagers with Velobet.

Given the finality expressed in your message, I regret to say that I will now be proceeding with the complaints already initiated with your Curaçao regulatory body, AskGamblers, and my bank. All evidence, including the screenshots captured prior to kick-off, will be provided as part of those reviews.

Thank you for your time.

Velobet Sportsbook

• Representative

6 months ago

Dear Player,

Thank you for taking the time to share all these details with us. We really appreciate it, and we want to make sure your case is reviewed properly.

To assist you in the fastest and most accurate way, could you please contact us directly at [email protected]
and include your Velobet username? Once we have your username, we will be able to look into your account, review the bet settlement, and investigate everything thoroughly on our side.

Our team is ready to help you and make sure the situation is handled fairly.
We look forward to your message so we can continue supporting you.

Thank you for your patience and cooperation.

AskGamblers

• Support Team

6 months ago

Dear Velobet Sportsbook,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Velobet Sportsbook Complaint Stats

Resolved 1 / 2

Avg. Amount $493

Avg. Complaint Duration 5 days

Avg. Response Time 3 days

Velobet Sportsbook Complaints

See all complaints for this sportsbook

Account under investigation after win

I was playing with Velobet and my account was fully verified after providing my passport, photo, bank statement and address proof statement.

I was enjoying the experience and lost on a few occasions however, 2 days ago I won a jackpot. I was so happy and couldn’t believe it but, then I tried to withdraw it kept getting rejected.

I was then informed my account was under “investigation” I couldn’t believe it and I have been so stressed. This is such an amazing win and now they have decided to block the withdrawal. They state it could take 6 months to review, which is just madness.

In the emails, they tell me that there has been an investigation going on in my account. But they hide the reason and have given me the same answer for days now. (email and live chat). It's starting to get really frustrating as nothing is moving forward. And I'm also starting to worry that I won't get my money. I'm in need of help.

I have never breached any terms nor would I even know how to. I simply played fairly and won. Now I’m left stressed and worried sick that I may not get the money that I fairly won and was so happy about.

It feels as though they know this is a big win and just want to take the money off me because, it’s a big win. I played a casino game and the point is to win but, when you do they just try to take it away. This really feels like a scam and I am just shocked they can do this.

I would really appreciate any assistance.

I have screenshotted all conversations and my winnings.

Total 17,081.58 gbp

80h left

£17,082

Undisclosed bonus terms and winnings cap

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.

Resolved

£750