Is delaying payment with KYC

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

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.