Complaints & ADR Procedure
Stage 1 — Internal Review
- Email [email protected] or Telegram @velcasino within 30 days.
- Include UID, date, amount, and screenshots/video if any.
- Operator response — up to 14 business days.
Stage 2 — Escalation
Submit to an independent ADR body (IBAS or eCOGRA). The ADR decision is binding for the Operator.
Stage 3 — Arbitration
Final instance — SIAC (Singapore), Fast-Track; the initiating party covers the arbitrator’s fee.