FAQ
Short answers about how VELNEX works today.
Sign in and open Account. The member ID is shown on the overview, next to your email and display name. Cashiers search for that ID.
The branch that completes your first cash deposit becomes your assigned cashier. Later cash deposits and cash withdrawals are handled there. The branch name is shown on Account and Wallet.
A pending withdrawal is tied to the branch that holds your customer binding. Another cashier cannot pay it. Staff can transfer that binding if the branch should change.
Available balance is the amount you can use for wallet play or a new withdrawal request. It is shown in the header after your session is confirmed, and on Wallet.
Reserved balance is held for a pending withdrawal or a reserved sports stake. It is not available to spend until the hold is released, cancelled, or paid.
A pending withdrawal has been requested and the amount is reserved. Your assigned cashier pays it in cash, or you can cancel it while it is still pending. Paid, rejected, and cancelled are separate statuses.
Open Account, then Security, and start two-factor enrollment. Confirm with a code from your authenticator app. The next sign-in will ask for a current code.
Use Forgot password on the sign-in page and enter your email. If an account exists, the reset request is recorded. Inbox delivery is not guaranteed in this environment. When a reset link is issued, it expires and can be used once.
Demo play uses play-money inside the game and does not move your wallet. Wallet play, when you are signed in and the game supports it, uses your available balance.
Casino is the main lobby. Live casino is a separate lobby for studio-style tables and game shows. No live dealer video feed is connected in this environment.