Welle Casino - Player’s account has been closed and winnings voided.

Hi,

Welle Casino has today permanently blocked my account and voided my winnings, citing my alleged failure to respond to a Source of Wealth request supposedly emailed to me on 20 March 2025.

The problem is that I never received this email. My documented communication with Welle shows:

• 18 March 2025: Welle requested a 6-month bank statement for the deposit card ending **1208

• 19 March 2025: I responded the following day and sent the requested statement in PDF format

• After that: silence from Welle for over a year, no further requests received

• Today: Welle has voided my winnings claiming I did not respond to a 20 March 2025 SOW request that never reached me

I responded within 24 hours to the only request I actually received. The notion that I then suddenly chose to ignore a follow-up is inconsistent with that response pattern – the much more likely explanation is that the 20 March email failed to deliver (spam filter, address error, etc.).

I have written back to Welle today disputing the void, offering to provide full SOW documentation immediately (payslips, AIB bank statement, Skrill transaction report for the period they previously asked about), and requesting that the verification be reopened. I am ready to send everything they need.

This is the same general pattern of disproportionate operator conduct I am currently dealing with across five other open Casino Guru complaints (Nine Casino, Coolzino, BDM Bet, Lira Spin, OscarSpin), all handled by Matej. I would respectfully request that this complaint also be assigned to Matej.

Key facts:

• Account just permanently blocked and winnings voided

• Decision based on alleged non-response to email I never received

• My documented response to the only request I did receive was within 24 hours

• Full SOW documentation available and offered

Thank you,

AllForCullen

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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 allow me to ask you a few questions to clarify your situation.

• Did you send any follow-up emails or reach out to the casino through live chat or any other communication channels after March 19, 2025, when you did not receive any further updates regarding your verification?
• Am I correct in understanding that the casino contacted you again only recently, after more than a year of no communication? Did the casino contact you proactively, or did you reach out to them first?
• Could you please clarify whether you had continued access to your casino account during this period? Were you able to log in, play games, make deposits, or request withdrawals?
• Did the casino display any pending verification notices, account restrictions, or Source of Wealth requests directly in your casino account at any point?
• Could you also please provide emails showing that you replied to the casino’s original request on March 19, 2025, as well as screenshots from your email inbox/spam folder showing that no further email from the casino was received on or around March 20, 2025?

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

Hi Veronika,

Thank you for picking up the case. Answers to your questions below:

1. After my email of 19 March 2025, I did not receive any further response from Welle. I tried following up by email on 11 May 2026, almost 14 months later (this follow-up email is visible in the screenshot I've attached).

2. Yes, the casino only contacted me again very recently and only after I reached out to them first with my follow-up. They contacted me on 12 May 2026 with the void / permanent block decision. Before that follow-up, there had been complete silence from their side for over a year.

3. Yes, my account remained accessible during this period. I was able to log in and the balance was still visible. I did not deposit or play further during the gap as I considered the verification still pending. I did not attempt further withdrawals because no resolution had been communicated.

4. There were no pending verification notices, account restrictions, or Source of Wealth requests visible in the casino account at any time during this period. If a SOW request had been displayed in the account, I would obviously have addressed it. The first time I learned of any SOW request was when Welle replied on 12 May 2026 claiming they had emailed me on 20 March 2025.

5. I will email you separately with: (a) the original email thread showing my response of 19 March 2025 to Welle's request of 18 March 2025, and (b) a screenshot of my Gmail inbox and spam folder covering the period 18–25 March 2025 confirming that no email from Welle was received on or around 20 March 2025.

In short: I responded within 24 hours to the only Welle email I ever received, never received a follow-up, never saw any in-account notice, and only learned of the alleged 20 March 2025 SOW request when Welle voided my winnings on 12 May 2026 – over 14 months later.

Thank you,

AllForCullen

Thank you for your response.

I have received only one email from you, which contains your communication with Liraspin. However, I have not yet received any emails containing your communication with the customer support of Welle Casino.

Please forward the complete, uncropped email threads to me at veronika.f@casino.guru.

Thank you for your cooperation.

Hi Veronika,

I've now forwarded you the full email history with Welle and submitted all the source of wealth documentation I have on file (payslips, AIB bank statement, Skrill report, supporting documents).

There is nothing further on my side to provide. The ball is with Welle to engage substantively with the documents and reverse the void.

Thank you,

Hello AllForCullen,

Thank you for the detailed explanation and for providing the supporting documentation.

We understand your point of view regarding the alleged email from 20 March 2025 and that you genuinely believe you never received it. Situations like this can unfortunately happen due to spam filters, delivery issues, or mailbox routing, and we acknowledge that from your perspective this may have appeared as if no further action was required at the time.

However, we also need to highlight that in cases where Source of Wealth or verification procedures are initiated, it is the player’s responsibility to actively monitor both their email and casino account, and to follow up if the verification process appears unresolved. In your case, there was a very long period of inactivity and no ongoing verification communication for more than a year, despite the account remaining accessible.

Due to the amount of time that has passed since the incident you described—more than 14 months—we are no longer able to effectively investigate the matter. Our policy does not allow us to pursue cases that are considered "cold cases," as collecting evidence and reconstructing an accurate timeline becomes too difficult after such a period, and key information may no longer be reliably verified.

For this reason, we are unable to continue with this complaint.

We appreciate your understanding.