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.