The player from Portugal could not withdraw funds despite having met the play-through requirements three times. The player confirmed that he did not have any active bonuses. The casino responded by processing the player's withdrawal request. However, the player was only able to withdraw a part of his winnings initially and was told he needed to gamble more to withdraw the rest. After some back-and-forth communication with the casino's live support and multiple rejected withdrawal requests, the player was finally able to withdraw all of his winnings. The issue was successfully resolved, and the complaint was closed.
Weiss Casino - Player's withdrawal is delayed by the casino.
Amount: 60 ₮
Weiss Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
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10 months ago
After depositing and playing the whole deposit 3x the platform does not let me withdraw the money. They keep saying I need to play more games to wager the whole deposit when I already did it 3x.
Support is not helpful at all in solving the problem and keeps saying the same thing over and over.
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10 months ago
Dear WhiteRav3n,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found (here):
5.11. In the case of withdrawal requests pertaining to funds not used for wagering, WEI$$ will only remit Your funds when the extended due diligence procedure has been successfully carried out. WEI$$ will apply a charge on withdrawal ("Withdrawal Fee") in amount defined at the WEI$$’s sole discretion, if such amount has not been used at least once for gambling at the Website.
WEI$$ will inform You personally the applicable amount of the Withdrawal Fee, thus You will have the right to either agree or refuse to withdraw Your funds which have not been used for wagering and to pay WEI$$ the respective amount of the Withdrawal Fee.
It is not unusual for a casino to have this rule. Some casinos require deposit wagering of 1x, some 3x or 5x, but you can find casinos with even higher wagering requirements for real money.
Mandatory real money wagering has been introduced by the AML (Anti-Money Laundering) Regulations for the Gaming and Gambling Industry and is usually set by the Licensing Authority. All serious and licensed casinos have to comply and follow these policies.
- Could you please confirm that you haven't activated any bonus when placing your last deposit?
- If there's any relevant communication, please forward it to petronela.k@casino.guru.
Looking forward to hearing from you.
Best regards,
Petronela
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10 months ago
They informed to me that the wager is 1x the deposit, hence my complain.
I did not have any bonuses going.
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10 months ago
Greetings!
We, the official representatives of WEISS, would like to inform you that your case has been thoroughly reviewed. After carefully examining the information, it has been determined that your withdrawal request was successfully processed today. We appreciate your patience and cooperation throughout this process.
If you have any further inquiries or require additional assistance, please do not hesitate to contact WEISS support team.
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10 months ago
Dear WhiteRav3n,
We would like to inquire about the status of your withdrawal and ensure that everything is proceeding smoothly. Please do not hesitate to inform us if you require any assistance or encounter any challenges. We are committed to promptly addressing any issues you may have.
Best regards,
WEISS Official Representatives
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10 months ago
Thank you very much, Weiss Casino Team, for your assistance.
Dear WhiteRav3n,
Could you please confirm that you received your withdrawal already? I'd like to update the status of the complaint accordingly. Thank you very much.
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10 months ago
I've received part of what I wanted to withdraw and I understand I do need to gamble to get more than 50USDT in other to withdraw the rest.
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10 months ago
Dear WhiteRav3n,
Thank you for providing us with information about your withdrawal status. Please be advised that you are currently eligible to submit a withdrawal request without any additional gambling conditions.
Kind regards,
WEISS Official Representatives
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9 months ago
Thank you very much, Weiss Casino team, for your assistance.
Dear WhiteRav3n,
Please let me know when you receive all your winnings so I can update this complaint accordingly.
Thank you very much.
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9 months ago
I was able to withdraw everything.
After a few hours talking with live support, and some withdrawal request rejected.
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9 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, WhiteRav3n, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
