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