Welle Casino - Player's winnings are partially confiscated.

I made about ten deposits, couple hundred euros total into this place without getting any bonuses. Customer servicer then told me i had 150 freespins available.(Fair since i had made so many deposits without any bonus). I managed to win 126€, but they only paid me 50€ because the spins were considered "no-deposit". After i had done nothing but deposits into into this place. Customer servicer didnt mention anything about max cashout limit and no deposit.

Dear kdkd,

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 share any evidence supporting your claims, such as screenshots from your bonus history and deposit history found in your player profile?
• Could you please share with me your communication with the casino? 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 to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

My account is closed. I will add photos of my deposits. I got no bonus when i deposited, or wasnt paying attention if i got one. I thoguht those 150 came from me depositing as bonus.

So in total i had about 250€ deposits divided by 7 deposits.

i dont think this kind of behaviour is fair, the customer servicer disdnt mention anything from cap win, besides, i won on other games the 126€. Not from freesspins. Freespins win were maybe 30€.

They re opened my account yesterday without me even asking, gave some small bonus and today they had it closed back without any notice. Strange behaviour.

Well they know they made a mistake by not paying me my win fully.

Dear kdkd,

Thanks for the update.

Could you please share your communication with the casino regarding the issue with me? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

If there is any information or justification you received from the casino regarding its actions, please be sure to include it.

The first photo is where they all the sudden opened my account without asking

So this is the rule they have. I dont find it fair that the maximum withdrawal is also set to 50€. And they didnt mention this any way.

This "account reactivation" mail was sent to me next day after losses. I did not even ask account reopening.

Thanks for the update and explanation

Could you please explain whether you had an active balance on your account when you activated the loyalty free spins?

If you won from the free spins exclusively, we might not argue against the casino applying the maximum win rule, thanks for your understanding.

I'll await your reply.

Zero balance when i started freespins. After freespins played i had 34€ winninngs from them( this time i should habe withdrawn my funds according to them). But i kept on playing and won total 126€.

34€ win from max cashout freeespins 50€. The rest i won with freespins winnings in normal mode.

Thanks for your patience.

• Were you notified when the wagering requirements of the free spins were complete?
• Have you been notified the bonus conditions (such as maximum win from the bonus) would be active until you decide to withdraw your winnings?

They were wager free spins. I won 34€ total cash money from spins. Then continued on other slots.

Thank you very much, kdkd, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello there,

Thank you kdkd for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Welle Casino for their help in resolving this complaint. We would like to know why were the player's winnings capped and what can we do to help resolve this issue.

Thank you!

I made a mistake. Close the case.

Let them answer, delete the close the case message and this message

We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.