Welle Casino - Player’s account was closed only after refund request.

Have emails of me asking to close my account permanently as I have a gambling problem,they never honoured my request and I deposited more I want my money back,They only closed when I asked for a refund

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Dear Eoin12;

Thank you very much for submitting your complaint. I'm sorry to hear about your problem.

First, I’d like to clarify the difference between account closure and self-exclusion:

• Closing an account is a simple process with minimal impact—players can reopen their accounts at any time, and the casino has no ongoing obligations toward them.
• Self-exclusion, on the other hand, comes with stricter restrictions. When a player successfully requests self-exclusion, the casino agrees not to reopen the account, except under specific circumstances (such as after a cooling-off period, but never for players with gambling problems).

Could you please forward me the account closure requests you sent to the casino, along with the casino's responses? You can send them to me at tomas@casino.guru

Thank you in advance for your cooperation.

Best regards,

Tomas

I have sent email

Thanks for your patience

If your account is currently not blocked, as the next step, I recommend you request self-exclusion via email at support@welle.casino, and include me in the copy of the email at tomas@casino.guru

When applying for self-exclusion, clearly state the reason for deactivating your account and specify the period. Additionally, the email subject should be marked and easily recognizable, as the casino support receives many requests per day. If it is marked visibly, you will stand a better chance of having your request granted as soon as possible.

Example:

Email subject: Self-exclusion:

Player’s info:

First name:

Last name:

Date of birth:

Casino login:

Email address:

"Greetings Welle Casino Support,

I’m writing to inform you that I wish to be immediately excluded from this casino and from receiving any gambling-related marketing material permanently.

The reason for my decision is that I am suffering from gambling problems.

I acknowledge that I will not be allowed to rescind my self-exclusion during this period and that the self-exclusion cannot be lifted before the end of the agreed period."

In the meantime, check other resources and information in our responsible gambling guide found here: https://casino.guru/responsible-gambling-guide

Please let me know about the result.

My account is closed now I’m looking to get a refund because they only closed it after I asked for money back

Thanks for your patience and the update provided.

Please note there is no supporting evidence for us to pursue a refund at this point, since the account closure request you submited didn't specify any gambling problems. We may only ask the casino to refund you if we can conclude that the casino should have protected you from further play.

Please let me know if there is any communication between you and the casino where you disclosed your gambling problems to the casino.

Looking forward to your reply.

Sent email

Thanks for your reply.

Sadly, saying you have had a problem is not sufficient for us to consider your request to be sufficient to trigger player protection. Also, the address you used to contact the casino might not be valid.

Have you received any response, automated or otherwise, from said support email address at any point?

After you haven't noticed your request hasn't been processed, have you contacted the casino via other communication channels?

Please let me know.

Dear Eoin12,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

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

Dear Eoin12,

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,

Tomas