Welle Casino - general discussion (page 3)

I agree with you. Eventually.

But I guess better not to discuss about things that we discussed somewhere else out of this thread.

Thank you.

In my opinion, under such circumstances, it's not a problem at all.

Since it is related to the fact that you play at casinos and then ask concrete questions about self-exclusions at concrete casinos While the general part is about how to eventually stop playing, with proper description like "as you posted in the other thread," it is perfectly fine.

Yet, I respect your opinion.

So, do you have anything else to add to the matter about closing the account at Welle? Just let me know.

Since the Casinoguru staff is not allowing me to post a regular review — for reasons I honestly do not understand — I am writing this here instead.

I strongly advise every player to stay away from this casino.

I have been completely ignored by Welle Casino for over a month now. I reached out to them regarding an issue they caused, and as shown in the screenshot, they initially confirmed that they would assist me. However, since then, I have been continuously ignored.

It is unacceptable that no one seems to be paying attention, and that I am not even allowed to bring attention to the issue. Therefore, I am posting this message here.

I urge Welle Casino to finally respond and explain what is going on, as I have been waiting for a reply for more than a month.

Well, if we are unsure about what has really happened at this casino, we are unable to post a review like those. That is why we asked from you for some evidence that things you wrote really happened there, you know. 🤷‍♀️

Hi Romi,

On July 6th, I sent a long and detailed email including all the evidence I have. I believe it was more than clear from that message that I haven’t made up any part of this story.

However, I received a response from your team stating that my review would not be accepted because "It’s directly related to a complaint that didn’t meet our publishing standards."

So I’d appreciate it if you could explain what exactly the issue is 🙂. Because i provided the evidence with 10 screenshots and a long explanation of what happend.

Maybe someone from Welle Casino could also speak up instead of remaining silent all the time?

Best regards,

The issue is that your case is too old for our team to investigate it because most online casinos don't keep their records for more than 6 months. That is why your complaint was rejected and the user review as well, because we are not able to find out if what you wrote there is really true if we are unable to investigate it anymore.

So, that means that if you came to us much earlier, we would be able to intervene in your case.

I hope you can finally understand our stand in such a situation. Unfortunately, this time we are really unable to do anything about it.

Sorry, but this really doesn’t make any sense. You knew from the beginning what time period was involved and what the issue was. I was consistently told that the problem was the case itself—not once was I informed that the issue had anything to do with a six-month timeframe.

Besides, I provided all the evidence I had and clearly demonstrated that everything I said was true. So why does it matter what the casino can or can’t provide now? I showed proof that backed up my statements.

It feels incredibly unfair to now be told, "Well, the casino doesn’t store such data for more than six months," as if all the time and effort I put into gathering this evidence was pointless. That’s extremely disappointing and, frankly, feels like I’m being dismissed for no valid reason. Wouldn’t you agree?

Hi!

I hope you don’t mind me sharing my perspective here, because when it comes to this kind of situation, the rules are pretty much the same no matter who interprets them.

I completely understand your frustration. You’ve clearly put a lot of effort into gathering evidence and explaining the situation. However, a complaint can’t be fairly judged based solely on one side’s story, even though we do want to believe you. We must also give the casino a chance to respond and explain their side. After six months, this becomes quite difficult, which is why we have a rule that complaints must be current.

Most online casinos don’t keep detailed records longer than six months. So even though you provided proof, without recent records from the casino itself, it’s very hard for us at CasinoGuru to properly investigate and verify your claim.

Your effort is absolutely not wasted. It's just unfortunate that the timing doesn’t allow us to take further action now. That said, it doesn’t mean casinos can simply ignore players. A reputable casino should respond and clarify the situation because silence alone raises serious concerns.

On the other hand, I also understand the user review perspective: without up-to-date information to verify, we risk publishing something unconfirmed, which wouldn’t be fair to the casino or the community. This situation applies to user reviews that are linked to user complaints.

In short:

It’s always best to report and escalate issues as early as possible.

Providing evidence is crucial, but we also need to be able to verify the claim from both sides.

Hi Radka,

Thank you for your response — it makes complete sense, and I fully understand your point of view. I still believe, however, it would be helpful if Welle Casino could at least comment on the matter, even privately.

The fact that they have been ignoring this issue for over six weeks now paints a very negative picture. Every customer should be aware of this and think twice before playing there, as you can’t expect any support from this casino. Furthermore, they appear to be using questionable or even illegal methods when it comes to processing withdrawals.

Hi Saint90,

Thank you for your thoughtful response, and honestly, thank you for the way you're handling our conversation here. It's clear that you're in a difficult situation and yet you're still approaching it with openness and objectivity. That deserves real respect.

I completely understand your frustration, especially when it feels like your concerns have been met with silence. You're right that transparent communication, even a simple comment from the casino, could make a real difference, not just for you, but for other players too.

While we unfortunately weren’t able to help resolve your complaint directly, your willingness to speak about your experience in such a constructive and honest way matters. It's exactly this kind of open conversation that can help shine a light on problems and push for better standards across the industry.

If anything changes or if Welle Casino decides to respond, publicly or privately, we'll make sure to follow up, please.

Take care and thank you again for staying respectful, even in a situation that clearly hasn't been easy.

Hello, why is my withdrawal delayed at this casino? I wrote to their chat and they replied that their financial department is very busy. My account is verified, the amount is not much, but since I can't withdraw this amount, why should I continue playing there🤔

Hi, you waited 5 days, 2 of which were over the weekend. Around New Year's and the holidays, it's quite common for players to have to be patient, as others may be on vacation or simply experiencing delays.

My recommendation is to wait, and I would add that we give casinos 14 days to pay out to players.

If that doesn't happen, you can come to us and we'll try to help you.

After 5 days I received a response that my last payment method was not verified. They could have told me this days ago in the chat, instead of giving me automatic answers. Now it is verified, I will write if everything is ok with this room.

They certainly could have, but sometimes that's just not the case.

If you checked it, you did the right thing, and I believe that everything will only get better from this point on.

I'll be waiting for your update.

This casino has the worst support, I couldn't withdraw my €350 and of course I gambled it away, they were obviously counting on that. I DO NOT RECOMMEND YOU TO PLAY THERE!!!

This is one of the main reasons that casinos delay the withdraw.

Why did you gamble away your money? We could have at least tried to help you, but now that you've lost everything, there's nothing we can do.

I'm sorry it turned out this way.😕