The player from Germany had deposited €30 but had his account blocked due to a self-exclusion for gambling addiction on October 31. The deposit was credited to his account on November 3, after the account had already been blocked, and he had not received a response to his requests for a refund. The Complaints Team facilitated communication with the casino, which confirmed that the refund had initially been sent to an inactive account. The player provided new bank details, and the casino agreed to process the refund to the updated information. The issue was then marked as resolved by the player.
Welle Casino - Player's deposit is confiscated after account closure.
Resolved
Our verdict
Case closed
Amount: €30
Welle Casino
Safety Index:HighCase summary
Discussion
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1 month ago
Translation
I deposited €30 on October 31, 2025. On October 31, my player account was blocked at my request due to gambling addiction.
However, the deposit was only credited to my player account on Monday, November 3, 2025; the credit was made at a time when my player account was already blocked due to gambling addiction.
I have repeatedly asked the casino to transfer the €30 deposit back to my account.
The casino isn't responding to my emails.
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4 weeks ago
Important notice:
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We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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4 weeks ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Welle Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Based on what information were you able to determine that the deposit reached the casino 4 days later?
- When was the last time you were in contact with casino support?
- Could you please share with me your communication with the casino regarding the issue, or any other relevant evidence? Send emails or chat transcripts to my email at [email protected], or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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3 weeks ago
Translation
Hello Tomas,
I sent 3 emails to the casino regarding the outstanding deposit; see the 3 emails as 3 screenshots that I am posting here.
I last contacted the casino via email on November 12, 2025.
The casino did not respond to any of the three emails sent.
I made the deposit on Friday, October 31, 2025, via bank transfer from my bank account.
The transaction was only transferred to my player account 3-4 days later, as the day of the deposit was Friday, October 31st, and then came the weekend, and weekend transfers are not processed by the bank.
Attached you will find two photos of my bank statement proving the deposit. I have circled the deposit amount on my bank statement with a ballpoint pen.
The bank account I used to make the deposit has been closed and no longer exists.
In my last email dated November 12, 2025, I also informed the casino of my new, current bank details for the transfer of the 30 Euro deposit.
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3 weeks ago
Thanks for the detailed explanation.
- Did the casino acknowledge that you are eligible for a refund of the deposit since your last post?
Please let me know.
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3 weeks ago
Translation
This isn't a refund; it's the €30 balance that I didn't gamble away, which the casino is supposed to transfer back to me. The deposit was credited to my player account after my account had already been closed following my request for gambling addiction.
The casino has still not refunded the deposit.
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2 weeks ago
Dear hschlue88
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Tomas
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2 weeks ago
Hello hschlue88, nice to meet you!
My name is Matej, and I will be assisting you with this case. I'll do my best to help you resolve this issue as soon as possible.
I’d like to invite a representative of Welle Casino to join the conversation and participate in the investigation of this case as well. Could you possibly provide additional information regarding the issue with the returned deposit and clarify the situation? I would also appreciate if the casino could provide us with any and all relevant evidence. Any sensitive information or internal system files can be shared with me directly by e-mail [email protected].
Thank you for your patience and cooperation in advance.
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1 week ago
Translation
Nothing has happened to this day. I still haven't received the refund from the casino.
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1 week ago
Thank you for inviting us to this complaint and for your patience.
The refund has been processed to the same banking details that were originally used for the deposit. If the referenced bank account is inactive or invalid, the funds will automatically return to our account.
This process may take up to 14 business days.
If the funds are returned, we are ready to cooperate fully and resolve the matter - the refund will then be sent to the new banking details provided.
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1 week ago
Thank you, Welle Casino for the explanation. This helps to clarify the situation.
Dear hschlue88, can you confirm the payment method the casino is trying to send the refund to is still active? If not, you will have to provide them with alternative payment method, and prove the ownership before any refund can be sent.
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1 week ago
Translation
No, the account I used to make the deposit is no longer active.
I have informed the casino of my new bank details.
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1 week ago
Thank you for the quick confirmation. :)
Dear Welle Casino, can you verify the new payment method and return the money that way, please? Is there anything that needs to be done first (like KYC or ownership verification) to process the payment? Thank you.
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3 days ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear hschlue88,
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,
Matej
