Welle Casino - Player demands refund following account oversight.

I am submitting a formal complaint against Welle Casino to request a full refund of my deposits totaling €1,952. The casino has completely failed in its responsible gambling obligations and duty of care.

Here is the timeline of what happened:

Just two days prior to my gameplay at Welle Casino, I received an official email from their sister casino/subsidiary (under the same owner/management) explicitly stating that I am permanently banned and excluded from their services.

Despite this active, permanent exclusion within the same casino group, Welle Casino allowed me to register an account, undergo and pass the verification process (KYC), and successfully deposit funds.

Because their system failed to cross-reference my details and block me based on the exclusion from two days prior, I was allowed to gamble away a total of €1,952.

According to fair gambling practices, a permanent ban due to self-exclusion or business decisions within a casino group must automatically apply to all sister sites sharing the same operator or database. Welle Casino should never have accepted my registration, verified my identity, or allowed my deposits to go through.I demand a refund of 1952 euros.I have sent several emails to Welle Casino but they are not answering me, it feels like they are avoiding me.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Please note that Welle Casino operates under a license issued by the Curaçao Gaming Authority. This licensing authority does not require its licensees to share a database of self-excluded players across all casinos belonging to the same operator. Therefore, if you did not inform Welle Casino directly about your gambling problem and request self-exclusion before making and subsequently losing the disputed deposits through regular gameplay, we won't be able to assist you with your refund request.

• Have you contacted Welle Casino's customer support directly and requested to be self-excluded due to a gambling problem? If so, please specify when you made this request.
• Is your Welle Casino account still accessible, or has it been closed in the meantime?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Aha, okay, I see. So casinos are allowed to do that to people—okay, I get it. Never mind, then.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Bummlan,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika