Welle Casino - Player’s withdrawal request is blocked by casino policies.

Dear Casino Guru team,

I am reaching out to seek your assistance regarding a dispute I am currently facing with Welle Casino related to my recent withdrawal request.

On 10.02, I received a notification from Welle Casino confirming that my withdrawal request had been processed, but it was corrected to a maximum amount of €50 due to their terms regarding No Deposit Bonuses in the form of Free Spins. While I appreciate their acknowledgment of my winnings, I believe there has been a misunderstanding regarding the application of their terms.

To provide context, I initially won €12.61 from the Free Spins. Following this, I successfully converted my bonus balance into real money and continued playing in their Live Casino, where I ultimately achieved a total balance of €1,290. According to Welle's stated terms:

1. The winnings directly from Free Spins are indeed capped at €50.

2. My winnings from Free Spins were only €12.61, well below the cap.

3. The significant total I reached was generated from my real balance after completing the wagering requirements.

Given these points, I am seeking clarification on whether Welle Casino's policy would mean that any future winnings exceeding €50, even if derived from my real balance, would be capped due to the original Free Spins limit. This interpretation seems inconsistent with the terms, as the €50 limit should only apply to the initial winnings from Free Spins, not to the profits generated from subsequent play with real funds.

I feel that the manner in which Welle Casino has handled this situation reflects an overinterpretation of their regulations. I have evidence of my winnings, including an email confirmation and the amount won in the game "Sweet Bonanza Candyland" that is visible in the gallery of winners.

I kindly request your assistance in reviewing my case and providing guidance on how I may effectively resolve this matter with Welle Casino. Your expertise in handling such disputes would be greatly appreciated.

Thank you for your time and assistance. I look forward to your prompt response.

In addition this is mails from them:

We have received your request for withdrawal.

Congratulations on your win!

According to the Terms and Conditions:

For a No Deposit Bonus in the form of Free Spins (FS), the maximum amount that can be won is €50 or any other currency equivalent. For Example, if a customer receives a No Deposit Bonus in the form of Free Spins and wins a total of €100, the customer will be able to withdraw €50, and the remaining €50 will be held by Welle.

Because of this, your withdrawal amount has been corrected to €50 and your balance to €0.

Your withdrawal will be processed immediately.

My response:

I hope this message finds you well. I am writing to seek clarification regarding the winnings I accumulated from the Free Spins you provided. Initially, I won an exact amount of €12.61 from the Free Spins. During the process of wagering the bonus balance, I managed to increase this amount. Once the bonus balance was fully converted into real balance, I continued playing in the Live Casino and eventually reached a total of €1,290.

Based on my understanding of your Terms and Conditions:

1. The winnings directly from Free Spins are capped at €50, which I completely understand.

2. In my case, the winnings from the Free Spins amounted to only €12.61, which is well below the €50 cap.

3. The significant winnings I achieved came after converting the bonus balance into real money, which I then used to play in the Live Casino.

Given this context, I seek clarification on the following points:

- Does this mean that any future winnings exceeding €50, even if derived from real balance after completing the wagering requirements, would still be capped due to the original Free Spins limit?

- It seems inconsistent with the terms, as the €50 cap should apply only to the initial Free Spins winnings, not to the profits made afterward with real balance.

I feel that this situation represents an overinterpretation of the regulations in your favor. The terms specify a maximum withdrawal of €50 from Free Spins; however, in my case, my winnings were only €12.61, with the remainder stemming from further play. This is particularly concerning given that my email and the amount I won in the game "Sweet Bonanza Candyland" are visible in the gallery of winners.

Could you kindly review my case and provide clarification? I appreciate your assistance in resolving this matter.

Their response:

Thank you for reaching out!

The relevant department informed us that your funds were considered as being winnings from FreeSpins.

According to Terms & Conditions:

For a No Deposit Bonus in the form of Free Spins (FS), the maximum amount that can be won is €50 or any other currency equivalent. For Example, if a customer receives a No Deposit Bonus in the form of Free Spins and wins a total of €100, the customer will be able to withdraw €50, and the remaining €50 will be held by Welle.

Dear donchwalko,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

Could you please specify the bonus?

Can you confirm that you have passed the KYC verification?

Kindly request your game history in Excel format from the casino.

Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@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,

Dominika

Dear donchwalko,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.