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I am filing a formal complaint regarding Welle Casino and the confiscation of €1,800 (€1,000 + €800) in processed withdrawals.

On 22 November 2025, I made two withdrawals totaling €1,800.

Both were approved, marked as processed, and confirmed in my account transaction history.

Shortly after, the casino sent an e-mail stating that the funds were confiscated due to "duplicate account" concerns linked to an older account that had been previously closed.

Why This Is Improper

1. My new account passed full KYC verification, where the casino had access to all identifying data (ID card, payment method, IP, device, PayerID).

2. Welle allowed me to deposit, play, lose, win, and even withdraw two previous amounts (€1,000 and €400).

3. The casino only discovered the alleged "duplication" after approving another withdrawal.

4. This is textbook selective enforcement of T&Cs, which violates every credible regulator’s fairness requirements.

5. If an account should be blocked due to past exclusion, the operator has the legal obligation to stop the player immediately—not after profiting from deposits and gameplay.

6. Responsible Gambling protocols were not applied when they should have been.

Requested Remedy

I am requesting:

• Payment of the €1,800 in approved withdrawals, OR

• At minimum, a full refund of all deposits made into the new account.

I will provide all evidence, including:

– KYC approval

– screenshots of processed withdrawals

– previous successful withdrawals

– the confiscation e-mail

I request your assistance in resolving this case.

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.

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.

• Could you please explain under what circumstances your previous account was closed?
• When did you stop using your previous account, and when did you open a new one?
• Did you achieve your current balance with the help of a bonus?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Thanks for sharing the information here and via email.

Could you please confirm that the information you provided during registration of both accounts is accurate and complete?

Could you please specify how much you deposited into your new account altogether?

Looking forward to your reply.

Hello,

Thank you for your follow-up.

1. Yes, I confirm that all information I provided during the registration of both accounts was accurate and complete.

I did not use false or misleading personal details on either account.

My identity was fully verified via KYC on the new account using the same official documents accepted by the casino.

2. Regarding the total deposits on the new account:

I deposited relatively small amounts overall.

My deposits were modest, and the two earlier withdrawals (€1,000 and €400) were processed and paid without any issue by the casino.

The dispute concerns only the two withdrawals from 22 November (€1,000 and €800) which were marked as "Processed" by the casino but never delivered.

If you need exact transaction screenshots, I can send them via email.

I am available to provide any further information that may help clarify the case.

Thank you.

Dear ZbooR,

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 (matej.l@casino.guru). 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

Hello ZbooR, nice to meet you!

My name is Matej and I will be taking care of your complaint going forward. I've just reviewed this case and fully appreciate your concerns regarding the voided balance. 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 please provide more details as of why this player’s account has been flagged only after winning and specify the issue? 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 matej.l@casino.guru.

Thank you for your patience and cooperation in advance.

Thank you for inviting us to participate in the review of this complaint, and thank you for your patience.

Following a detailed review, we confirm that the player had previously held an account with Welle Casino.

The newly registered account was created with personal details corresponding to a previously registered account; however, several identifiers were presented in a different format, including:

• a different order of a double surname,
• modified name formatting,
• the residential address was provided in a different format,
• a different phone number created by adding an extra digit,
• a different email address.

As the personal details were presented in a different format, the system was technically unable to prevent a repeated registration, and no duplicate indicators were detected during standard automated checks.

In accordance with the verification procedures, an enhanced security review was initiated once the player submitted a withdrawal request that would cause cumulative withdrawals to exceed the applicable threshold.

During this enhanced review, the account was confirmed to be a duplicate account. The account was immediately blocked in full compliance with the Terms and Conditions.

According to the Terms and Conditions:

2.8 As a Customer of Welle you are held responsible to provide correct personal details

2.1 You may open only one account. If you open another account Welle may void all bets made from this duplicate account.

5.5 An additional security check will be initiated after a single withdrawal that exceeds €1 000 or cumulative withdrawals with a sum over €2 000

Dear Welle Casino, thank you for the detailed explanation of the situation at hand. Could you please send me the details of both accounts, showing the credentials being used for registration/profile at matej.l@casino.guru? No sensitive data will be shared or forwarded. Thank you.

Also thank you, ZbooR, for additional explanation. For your information, slightly changing name and address does point towards intentional circumvention of the self-exclusion, and such cases are usually rejected by Casino Guru. Changing a format or adding/omitting a middle name shows intent to avoid automatic system detection. However, if you have used the same payment method and passed the KYC on the secondary account, that sounds like an issue within the casino system. I will have to investigate further, establish a timeline and see the evidence before making a decision.

Thank you for your patience.

The requested files have been provided via email.

Thank you, Welle Casino, for provided evidence. Much appreciated.

Dear ZbooR, after reviewing the profile details filled for both accounts, the intent to avoid detection can be clearly seen by the way you changed the parts that could be filled manually. We always ask the players to fill the credentials the official way - as they are written in official IDs like passports and national ID cards - to ensure proper protection and ability to pass the KYC procedures smoothly. Due to changes of details, the system was unable to recognise your identity and only the KYC procedure triggered by your first withdrawal request on a new account, prompted the casino for manual review and discovering the issue.

Due to the aforementioned reasons, I believe the casino acted in accordance with their T&Cs regarding multiple account creation and I will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.

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