Complaint #1 Velobet Sportsbook

Undisclosed bonus terms and winnings cap

By Swifty93x

7 months ago

Message on forum

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.

Disputed sportsbook Velobet Sportsbook

Reason Bonus terms violation

Amount £750

Discussion

AskGamblers

• Support Team

7 months ago

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Velobet Sportsbook management acted in accordance with their Terms and Conditions.

7.1 FREE SPIN, FREE BETS, FREE MONEY and BONUSES – PAYOUT terms and conditions.

1. Deposit/Welcome Bonus is such bonus amount, which needs making a deposit to receive the bonus, each of them has wagering requirements and the maximum amount that can be withdrawn from winnings generated by a deposit-required bonus is limited to ten (10) times the deposit that activated the bonus. Any excess winnings will be forfeited.

Source: https://velobet.com/en/static/terms/generalterms

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Swifty93x

7 months ago

I just wouldn’t accept this offer to receive a measly £367.50 knowing I can only win a maximum of £2250 and also I have to bet over £8500 to even receive any money! No one in there right mind would accept both of these terms. The max winnings should be posted right underneath the wagering requirement. They are scammers and they deserve the lowest rating to advise your users not to make this same mistake until they correct there practices

Swifty93x

7 months ago

Where does it say clearly in these terms and conditions about the 10x max winnings? Where? This is a lie. You with held crucial information to make your users go ahead with the promotion only to pull the rug at the end of it. Tell me why you wouldn’t mention the 10x alongside your other rules in this screenshot? Because you’re hiding. AskGamblers I kindly ask you to review this evidence and see how they are scamming there users. This hidden term is a scam it’s probably the most important piece of info about the promo and the have withheld it, yet they will keep responding the same way as its just a mindless bot on the other end. I’d appreciate if you put some pressure on them as I deserve my money that they have taken, which has risen to over £4000

Swifty93x

7 months ago

The point is you have buried the real terms and conditions. You have conditions set when you offer the promotion and there is no mention of this anywhere, you don’t even have a link or a page to click to go to the terms and conditions. Why don’t you mention this rule in the front page of the promo? Because nobody would do it! So you have buried it. This is a lack of transparency and a violation of gambling practices

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

79h left

£17,082

Incorrect bet settlement

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 >

Unresolved