Welle Casino - Player's withdrawal request is delayed.

I would like to file a complaint regarding the handling of my withdrawal request by Welle Casino.

I won €10,000 playing slot games and requested a withdrawal via cryptocurrency. According to the casino's Terms and Conditions, as well as the withdrawal processing time stated for my loyalty level, withdrawals should be processed within 6 to 10 hours.

Throughout the day, I contacted the live chat support team several times to check the status of my withdrawal. On every occasion, I was assured that everything was in order and that my withdrawal would be processed within the stated 10 hour timeframe. At no point did any support agent mention that there were any issues, additional checks, or delays.

After waiting the full 10 hours, I contacted support again expecting my withdrawal to have been processed. Instead, I was suddenly informed that my withdrawal had been escalated for a manual transaction review. This was the first time anyone mentioned such a review.

I find this very concerning for several reasons:

• The need for a manual review was never communicated before the promised processing deadline expired.

• The casino continued to assure me that the withdrawal would be completed within 10 hours, despite apparently knowing that this would not happen.

• I cannot find any clear information in the Terms and Conditions stating that withdrawals may be delayed indefinitely for an unspecified "manual transaction review."

• This is not my first withdrawal from Welle Casino. I have successfully completed two previous cryptocurrency withdrawals without any issues. The only significant difference is that those withdrawals were for smaller amounts.

From my perspective, it appears that the casino is delaying the payment simply because the withdrawal amount is relatively large. If a manual review is genuinely required, I believe this should have been disclosed immediately instead of repeatedly assuring me that the withdrawal would be processed within the advertised timeframe.

I fully understand that casinos have the right to perform security or compliance checks when necessary. However, these checks should be transparent, justified, and communicated honestly to the customer. Providing repeated assurances that the withdrawal will be completed within the promised timeframe, only to introduce an unexplained manual review after that deadline has passed, is misleading and inconsistent with fair business practices.

I kindly ask Casino Guru to contact Welle Casino and clarify:

Why was I repeatedly informed that my withdrawal would be processed within 10 hours if a manual review was required?

What is the exact reason for the manual transaction review?

When was the decision made to place my withdrawal under review?

Is there a documented maximum timeframe for this review?

Why is this review not clearly disclosed in relation to the advertised withdrawal processing times?

I am not asking the casino to waive legitimate security procedures. I am simply asking for transparency and for the casino to honor the processing times it advertises, or clearly explain why my withdrawal has been delayed.

At this time, my €10,000 withdrawal remains pending without a clear explanation or estimated completion time. I would appreciate Casino Guru's assistance in resolving this matter.

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Dear gjibla,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings within 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Tomas

Hello Tomas,

Thank you for your reply.

I would like to provide an update regarding my case.

After submitting my complaint, I received the following email from Welle Casino's Security Department:

"Hello Givi,

In accordance with the Terms & Conditions (Section 5.6), payouts from your account have been temporarily suspended.

We are currently conducting a standard review of your account due to recent high-volume winnings.

As stated in T&C Section 5.6, we may review the validity of the customer's winnings via additional check-ups.

This review process can take up to 7 business days to be completed.

You will be notified via email of the results of this review as soon as it is concluded. No further action is required from your side at this time."

Based on my account activity, I am fully confident that this review will confirm the legitimacy of my gameplay. I did not use any bonuses, all deposits were made legitimately, and all bets and winnings resulted from normal gameplay. My winnings were obtained while playing Pragmatic Play slot games, and I have nothing to hide.

Following my communication with the casino, they also informed me that the legitimacy check has been forwarded to the game provider for verification. Therefore, I believe they are currently awaiting the provider's confirmation.

Although I am confident the review will be completed successfully, my main concern remains the communication. Before informing me about this review, the casino repeatedly assured me that my withdrawal would be processed within the standard 6 to 10 hour timeframe. Only after that period had expired was I informed that my withdrawal had been suspended for a legitimacy review.

Since the casino has officially informed me that this review may take up to 7 business days, I will respect that timeframe and provide an update under this complaint once the review has been completed or if there are any further developments.

Thank you very much for your assistance.

Please find attached the email received from Welle Casino's Security Department.

Thanks for your reply.

Has the casino provided any updates to you regarding the manual review since your last post?

Was part or all of your winnings paid out?

Please let me know.

Hello Tomas,

Thank you for your follow up.

As of today, I have not received the outcome of the manual review.

The casino has only informed me that the review is still in progress and that it may take up to 7 business days. Today is the seventh business day since I was notified that my withdrawal had been placed under review (8th July).

No part of my winnings has been paid out yet, and I am still waiting for the Security Department’s final decision.

I will update this complaint immediately if I receive any further information from the casino.

Thank you for your assistance.

I am still waiting for a response from Welle Casino. The Security Department informed me that the review could take up to 7 business days, and that timeframe has now expired. Despite this, I have not received the outcome of the review or any explanation for the delay. I have followed up with the Security Department again today, however they did not respond.

At this stage, I kindly ask Casino Guru to proceed with this complaint, as the timeframe communicated by the casino and outlined in their Terms and Conditions has already expired, and I have patiently waited for the full review period they specified. I would also appreciate it if you could invite a representative of Welle Casino to respond publicly here regarding my case and provide an explanation for the continued delay.

Thank you,

Givi

Update: Since Welle Casino did not respond after the stated review period, I logged into my account today and noticed the balance was available. The system allowed me to submit a new €5,000 withdrawal request, which I have now done. I have also informed the Security Department that I am willing to accept a reasonable payment schedule if needed. I am still waiting for their response.

Update: I am pleased to confirm that Welle Casino has now processed my withdrawals and paid the full €10,000. The issue has been fully resolved. Thank you to the Casino Guru team for your assistance and for following up on my complaint throughout the process. I appreciate your support.

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

Dear gjibla,

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