Welle Casino - Player’s winnings have been confiscated.

Good evening, I have the following problem with this Casino: I made a deposit of €200 on 5/12/2024. On 6/12/2024, I requested a withdrawal of €200 because I had increased my balance to €400 and wanted to see how reliable the casino is. They did not approve my request and told me that I had to wager my deposit three times, even though I hadn't used any bonus. After meeting the wagering requirement and reaching €700 on 8/12, I requested a withdrawal of €300, and they processed it the same day. Then they closed my account and told me they were confiscating the remaining €400 in winnings, citing reasons like card counting and using unacceptable practices, which are baseless. I always play live games. They did not respond to the email I sent them at all.

Dear bill8101981,

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. 

• Which blackjack games have you been playing in the casino? Could you please describe your gameplay in your own words?
• Could you please share the communication from the casino justifying its actions against you? 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.

Good evening, I have sent you the conversation I had with Welle, who never replied to my email. I play at live blackjack tables. I don't have a specific way of playing. I play depending on what they feel like at the time. The thing is that because I won at first and made a withdrawal, they locked me out and took away my winnings. In addition, I forgot to tell you that they didn't want me to wager my deposit 3 times, which so far has not had any luck for me again, but essentially 15 times because in blackjack betting they only give 20%, I don't want to think about how many times they would have wanted me to wager if I had gotten the bonus. It's their system so that the player loses his money. I was just lucky.

Thank you very much, bill8101981, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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, bill8101981,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Welle Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been closed and a part of the winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Greetings everyone, 

We will bring some clarity to this matter.

Our automatic fair play protocol has been activated as the system detected advanced card counting techniques - wonging. Following a thorough investigation, which included inquiries with Evolution, it was confirmed that the client utilized additional software to assist in card counting across multiple gaming tables simultaneously.

In this particular case, the client monitored 23 tables over 3 hours and 2 minutes, strategically joining only at moments that were most favorable. Based on our experience in the industry, a well-trained person can manually count cards at 2 or 3 tables simultaneously. However, doing the same for 10, or more than 20 tables at once is physically impossible without automated assistance.

Such practices are strictly prohibited, as our platform is designed for entertainment, not financial gain. 

We are committed to maintaining a fair gaming environment for all players.

The corresponding evidence will be sent to your email, Branislav.

Terms and Conditions: 

2.6. In the case of detection of the use of card counting software or similar methods of gaining an advantage in live dealer games, Welle reserves the right to cancel all winnings. Our website is intended for entertainment purposes only and not for generating profits through strategies or automated methods. The use of such software can be proven by analyzing the speed and features of the game, which cannot be achieved by humans without the help of automation.

Best regards,

Welle Сasino Team

Since when do you consider software a smart way to play? Yes, of course I change tables all the time, I enter to see if big cards have been dealt, then I leave immediately, if they haven't been dealt, I play, that's the way to play, what's the reason for me to sit at a table where big cards have been dealt or the chances of winning are much smaller. It's a matter of tactics and not software. That is, when I lose I don't have software and when I win I have software, that's what you tell us. And when a player wins, he doesn't play for fun, while when he loses, he plays for fun. Your excuse is simple, so that a player who wins doesn't play.

Greetings all,

Dear bill8101981,

The casino's claims were fully supported with relevant evidence.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - as stated and explained in the casino representative's post above. The casino acted in accordance with its terms and conditions, which you accepted upon registration.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by, or ADR if the casino states any in its Terms and Conditions.

Thank you very much, Welle Casino Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru