Welle Casino - Player’s account has been closed and funds confiscated.

Abrir uma conta na Welle Cassino acreditando ser um casino sério. Mas na verdade são um bando de golpista. Solicitei o encerramento da minha conta e eles apenas fizeram o bloqueio ou seja mentiram eu tinha um saldo de 90 Euros que não foi devolvido e quando eu entro em contato eles não respondem o que eu perguntado e não devolve o dinheiro. Alterar de golpe!

Dear fevas1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with Welle Casino.

To better assist you and understand the situation, could you please clarify the following details:

• What specific reasons did you provide for wanting to close your account?
• Have you received any responses from the casino after your account was blocked?
• Do I understand correctly that you had €90 in your casino account before it was closed?

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Kristina

Thank you very much for your reply, fevas1. Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Já enviei

Thank you very much, fevas1, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello, fevas1,

I am sorry to hear about your trouble and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

In the meantime, can you please clarify how you imagine further proceeding with paying the confiscated winnings if you did not pass the KYC, which is mandatory for withdrawing anything in most online casinos?

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the user's situation in more detail?

If needed, feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Simplesmente eu joguei ganhei mas não consegui levantar o meu saldo e não tive atendimento

Hello Branislav,

We would like to inform you that the customer used 7 different Skrill wallets to fund his gaming account, which triggered a Source of Wealth (SOW) review - a process required to verify the origin of funds for compliance with anti-money laundering.

The client failed to complete the SOW verification. As a result, the customer’s account was blocked as required by the AML procedures.

The last deposit of €10 has been refunded to the e-wallet used.

Kind regards,

Welle Casino

O saldo total era de 100 euros foi devolvido apenas 10 euros.

Thank you both for your replies and the additional information.

Dear fevas1,

The successful KYC is mandatory to withdraw anything from a casino account. If AML rules are violated or a user is unable to pass the KYC, the casino has the right to confiscate any winnings. In specific cases, the casino has the right to even confiscate the last deposit.

If your last deposit was €10 and the you accumulated winnings of €90 on top of your €10 deposit, the casino has put your financial situation in the state it was in before you made the €10 deposit, since you did not complete the KYC/verification, the casino followed its Terms and Conditions you accepted upon registration.

Can you please provide us with the information on what exactly the casino requested from you, why you were unable to provide the required documentation for the SOW, and clarify your SOW and 7 different Skrill wallets used for deposits to the casino in more detail?

Thank you. Looking forward to hearing from you.

Dear Branislav,

As we can see, the question has been addressed to the customer, yet the complaint remains marked as "Waiting for casino to reply."

Kindly confirm whether the current status is accurate.

Kind regards,

Welle Casino

SIM! ESTOU ESPERANDO OS MEUS 90 EUROS QUE ELES FICARAM. NÃO É DINHEIRO DELES. ESSE CASINO NÃO É CONFIÁVEL.

Yes, I am sorry, it was a mistake, Welle Casino Team.

Dear fevas1,

Please look at my previous post and provide a clear answer to my question.

Please note that if you fail to cooperate and provide the requested, I will be forced to close/reject your complaint.

Thank you for understanding. Looking forward to hearing from you.

ESSE CASINO NÃO É REGULAMENTADO PELAS NORMAS europeia por isso não aceitei só descobri depois que esse casino fica na América central

Alright, fevas1. I think that at this point, we do not have to drag the process unnecessarily out. You were warned.

After assessing all the available information, we are closing this complaint as unjustified for the following reasons:

• Inability to clarify the SOW and/or provide the required documentation to complete the KYC/verification, which means failure to comply with the casino's Terms and Conditions that you accepted upon registration and impossibility to withdraw anything of your winnings
• Non-cooperation during the complaint resolution process and failure to provide the requested information

As for your last post - this is the information you should have searched for prior to registration and making a deposit to the casino.

If you are unable to provide the casino with the requested documentation for the KYC, it acted in accordance with its terms and conditions.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by or an ADR, if the casino states it on its website.

Thank you very much, Welle Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru