How to Reach Velobet Support

Getting in Touch with Velobet

We keep support available 24/7 through live chat and email, covering everything from account questions to deposits, withdrawals and verification. A Contact button appears on every page of the Velobet online casino, so help is always one click away whether you are browsing the casino section, checking deposit and withdrawal methods, or playing table games. All support correspondence is conducted in English, the binding language of our terms and conditions, regardless of where you are writing from or which country your account is registered in.

Players who need help accessing their account, including password recovery, can reach us through the same live chat and email channels, or sign in directly via the login page once the issue is resolved. For verification questions, support can confirm which documents are still outstanding; accounts using a non-Latin or non-Cyrillic alphabet are asked to complete video verification instead of the standard document check. Password recovery itself takes just a few steps once support confirms your identity.

Business and Affiliate Enquiries

Alongside player support, we keep a separate email address specifically for business and affiliate enquiries, so partnership questions are handled apart from player support tickets. We also run an X (Twitter) account, which we use for giveaways and quick updates, though account-specific requests should always go through live chat or email rather than social media. Whichever channel you use, our current terms and conditions, dated 07/03/2025, remain the reference document for how enquiries are handled.

Contact Channels at a Glance

Each contact channel at Velobet serves a different purpose, from day-to-day account questions to partnership and affiliate enquiries, so it helps to know which one to use before you get in touch, especially if your query needs a fast reply rather than a written record.

Most day-to-day questions, such as deposit or verification issues, are resolved fastest through live chat, while email suits enquiries that need a written record, and business contacts should always use the dedicated partnership address rather than player support. Giveaways posted on our X account are open to anyone who follows and comments, though they are separate from account support and cannot be used to resolve account issues.

Support for Account Safety and Responsible Gambling

Responsible gambling requests are handled through the same support team rather than a separate form. A time-out can be activated by contacting support and reopens automatically once the chosen period ends, while self-exclusion runs from six months up to five years and must be requested by email, with six months applied by default when no length is given. This sits alongside the same 24/7 support used for every other account question, so players never need a separate helpline for responsible gambling matters.

Verification queries, including questions about the ID, proof of residence or video verification some players are asked for, are also handled by support, which works to a 48-hour timeframe once documents are submitted, and verification records are normally kept on file for ten years. Refund requests follow a similar pattern: players normally have 14 days to ask for a refund once funds have been played, extended to 30 days if the account was accessed by someone else, with ID required within 5 days and an administration fee of up to 20% possible once the refund is processed.

All correspondence is governed by the English-language terms and conditions, which remain binding regardless of any translation a player may read, and any dispute is subject to the laws of Curaçao, with claims brought before a competent court there. This applies to every player, regardless of country, unless local law states otherwise.