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