The player from Austria had their account closed by Weltbet after a change of operator and was accused of having a 'duplicate account,' despite only having one verified account. They sought clarity on the accusation, the impact of the operator change, and requested the reactivation of their account or a payout of their balance. The complaint was marked as unresolved due to the casino's lack of response to multiple contact attempts. The player was advised to escalate the issue to the Anjouan Gaming Authority for further assistance.
Weltbet Casino - Player's account has been closed due to alleged duplicate accounts.
Unresolved
Our verdict
No reaction policy
Black points: 307
Amount: €1,560
Weltbet Casino
Safety Index 4.4 LowCase summary
Discussion
Public
Public
4 months ago
Translation
I would like to file a complaint against Weltbet (EME LLC) because my account was closed after a change of operator due to alleged "duplicate accounts", even though I only used one account which was previously regular and fully verified.
I have been registered with Weltbet since September 19, 2025. My KYC was fully completed, and I have successfully made several deposits and withdrawals since registration without any problems or indications of rule violations.
On December 1, 2025, I received an email stating that the website would be transferred to a new owner (EME LLC) on December 8, 2025. This message informed me that my existing account, including any balance, would be automatically transferred to the new operator on December 8, 2025, unless I objected. I did not object, as I assumed my account and balance would continue to be processed correctly.
On December 22, 2025, I logged into the "new" Weltbet website for the first time and created a new password, as required by the system. I then made a deposit without a bonus on the same day, as my previously used payment method (cryptocurrencies) was no longer offered. On December 23, 2025, I successfully requested a partial withdrawal of €480.
On January 5, 2026, I unexpectedly received an email stating that my account had been closed due to a "duplicate account" according to section 5.4 of the terms and conditions. However, it was not explained to me specifically which "second account" supposedly belonged to me, whether it was a technical duplicate account resulting from the transfer to the new operator, or whether there had been an error during the migration. I only knowingly opened and used one Weltbet account.
Key points from my perspective:
My original account was fully KYC verified, and all deposits and withdrawals prior to the operator change were accepted.
The change of operator to EME LLC and the transfer of my account including balances were explained to me by email with date and expiry date, and I did not object.
After the switchover, I continued playing with the same account, with a deposit without a bonus and a regular partial withdrawal of €480.
Only then, without further explanation or any irregularities, was my account closed with the note "duplicate account - Terms and Conditions 5.4".
I believe it's possible that the change of operator or the technical migration (Alt-Weltbet → EME LLC) led to an error where my data was incorrectly interpreted as a "second account". I did not knowingly open or use any additional account.
I therefore ask CasinoGuru for support so that Weltbet:
specifically explains which "dual account" is being assigned to me and on what basis this accusation was made,
checks whether the alleged "duplicate account" was created by the change of operator/data transfer,
reactivates my account or at least pays out my full balance, if there were still funds in the account,
provides a comprehensible statement regarding my case and explains how existing customers were handled during the change of operator.
Automatic translation:
Public
Public
4 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
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.
Public
Public
4 months ago
Dear Nadi53885,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Is there any chance that someone from your household or using the same IP address has also created an account at this casino? Have you used any VPN or IP-masking software to alter your real location while accessing the casino website?
Could you please advise when have you passed the KYC verification?
Additionally, could you please forward your communication with the casino in relation to this issue? You can reach me via email at attila.g@casino.guru, or you can post screenshot here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Attila
Public
Public
4 months ago
Dear Nadi53885,
Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.
No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.
Kind regards,
Attila
Public
Public
4 months ago
Hello there,
Thank you Nadi53885 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Weltbet Casino for their help in resolving this complaint. We would like to know why the player's account was closed and what we can do to help resolve this issue.
Thank you!
Public
Public
4 months ago
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Public
Public
3 months ago
Dear Nadi53885,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Anjouan Gaming Authority and submit a complaint to them through the validator on the casino website (validator link). The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Peter
