The player from Portugal had fulfilled the playthrough requirements, but his withdrawal request was continuously denied by Weiss Casino. The casino had kept changing their rules about where the player had played, preventing him from withdrawing his balance of 100€. After the player confirmed he had wagered his deposit more than once and completed full KYC verification, the casino had asked him to resubmit his withdrawal request. The player was eventually able to withdraw his money. We had marked the complaint as resolved.
Weiss Casino - Player’s withdrawal request is repeatedly denied.
Amount: €100
Weiss Casino
Safety Index:HighSafety Index
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8.6
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
11 months ago
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11 months ago
Translation
Good morning. I tried to withdraw my money from my weiss casino account, but was not allowed to do so, even though I had fulfilled the requirements of playing at least once with the deposited amount of 100€. They informed me that I had to play again with the deposited amount and they changed the rules once again, indicating that where I had played did not meet the requirements. Given these circumstances, I want to receive the balance I still have in my account. I did not accept any bonuses or anything, I just want to withdraw my money.
Automatic translation:
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11 months ago
Dear ralhajr,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Weiss Casino. According to the Terms and Conditions:
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.
Could you please confirm that you wagered your deposit at least once?
Could you please specify what types of games did you play?
Have you completed the full KYC verification?
When was the last time you communicated with customer support and what was it about?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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11 months ago
Greetings!
We, the official representatives of WEISS, deeply regret any inconvenience you may have experienced. However, we are committed to assisting you in resolving this matter. Kindly provide the email registered with your account on the WEISS platform, and we will promptly investigate the cause of the delay and work towards its resolution.
Sincerely,
WEISS Official Representatives
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11 months ago
Translation
Could you confirm that you have wagered your deposit at least once?
More than once
Could you specify what types of games you played?
Craps, roulette, the whole deposit and I threw some money into one slot or another
Have you completed the full KYC verification?
Yes
When was the last time you communicated with customer support and what was it about?
01/11/2024
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11 months ago
Dear ralhajr,
We've noticed that you're still experiencing an unresolved issue. We want to assist you with resolving this matter. Please provide the email address associated with your WEISS website registration. We assure you that we'll make every effort to address your concern promptly. Thank you for your cooperation.
Sincerely,
WEISS Official Representatives
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11 months ago
Dear ralhajr,
To ensure a successful withdrawal, kindly resubmit your request. Once done, your withdrawal will be considered for approval. If you encounter any challenges or require assistance, please inform us, and we will promptly address and resolve the issue.
Sincerely,
WEISS Official Representatives
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11 months ago
Translation
I already managed to raise the money. Thank you for your support
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11 months ago
Dear ralhajr,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not 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,
Veronika
Casino.Guru
