Weltbet Casino - Player has experienced technical glitch.

Vor zwei Wochen, als ich etwa 530 Euro auf dem Konto hatte, begannen mehrere Spiele (hauptsächlich Bonanza) verrückt zu laufen. Dutzende Male Abbrüche, und die fertige Spins waren seltsamerweise fast alle ohne irgendwelchen Gewinn. Am Ende war ich entnervt und fragte im Chat nach. Die haben gesagt, es gibt Problem, wofür man den Spielanbieter kontaktiert hat. 4 Mal wurde mit im Chat bestätigt, dass es Probleme gab und man es lösen würde. Ich glaube, dass 2 Wochen genug sind um das Problem (oder Manipulation) zu entdecken. Ich denke, dass das Casino eher vertröstet und hofft, dass man mit der Zeit aufgeben würde.

Dear Robert,

Thank you very much for submitting your complaint and forwarding the relevant communication. I’m sorry to hear about your problem. Could you please forward and supporting evidence, such as screenshots along with your game history to petronela.k@casino.guru and advise if this were an isolated case or it has happened in the past?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello!

I have sent the chat protocols with Weltbet.

Thanks and best wishes,

Robert

Thank you very much, Robert, for forwarding the relevant communication. Do I understand correctly that an investigation has been launched and the casino promised to inform you about the outcome? I fully comprehend your frustration but please bear in mind that it needs some time to complete this process. I will set the time for additional 7 days and if there’s no development by next Tuesday we will intervene. Thank you very much in advance for your patience and understanding. 

Hello! I will wait until next tuesday. If I receive no information from the casino, I will inform you again.

Thanks and best wishes

Thank you so much for your understanding.

Hello again!

I have chatted with weltbet today and as I thought, they say it was no problem.

I knew that they would let me wait until I give up.

They say, the provider has said that there was no problem (my experience is totally different).

They had confirmed that there were many players with this problem, now they say it was only 2.

I will send also a copy of the chat today.

I think, the best solution is to blacklist such casinos.

Hello Robert,

Please forward the outcome of the investigation or the last live chat transcript. Thank you in advance.

Hi Petronela,

I have sent the copy of the last chat with email.

Best wishes,

Robert

Hello Petronela,

unfortunately I had not made a copy of the first chat on March 3rd. I don't know, if the casino has a copy of the chats and give to you.

The next line in this chat (08:15), which you have marked shows it: The casino has confirmed in chat, that the problem is also a financial issue. The problem is also about finance and needs to be good investigated.

In first chat, the casino had confirmed that there are more players which has contacted the casino and therefore the casino had demanded by the provider to investigate the problem.

Perhaps you can get a copy of the first chat (March 3rd, 2021) from the casino.

Best wishes,

Robert

Thank you very much, Robert, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Robert,

I looked at your complaint and will do my best to help you. I would like to invite Weltbet Casino into this conversation. Casino, please send me a live chat transcript with this player from March 3rd to my email address: viliam.v@casino.guru.

As I see, the Weltbet Casino has not answered. I think, they will not give a copy of the first chat, too.

I has already thought, that they would try to let me wait until I give up.

I think, the best place for this casino is the Blacklist.

I thank to casino guru for all efforts.

We would like to ask the Weltbet Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we can not continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Good day, Robert.

Sorry we didnt reply you on time, still we have the chance now and we hope we can make dialog with you.

I found out all the details of your incident and i found out that there was no any technical problem on the side of softprovider as well as on the casino side. Also we didn't have no similar problems from any player that day.

I am sorry for the incorrect information our chat supporters provided you - actually it was a new team of supporters, they weren't confident in what they did - we already took action and change all the team to proffessional casino chat supporters.

We are sorry for wrong information they provided you which gave you hope, but you should understand - gambling is addicted. Why didnt you stop playing if you see the problem? your money would stay safe. We cant just take responsibility that you spend all money without earning some.

I understand your feelings - it is pity to lose all money you deposit - but i am afraid the game mathematic does not depend on us but depends on game provider.

We are always there to help you with solving your problems but i am afraid we just technically cannot make you win or lose. Hope you understand us.

And we do hope you will try weltbet casino one more time and enjoy it!

It is incredible. I can't find the right words to describe the behaviour of the casino.

They have not given a copy of the first chat, where chat supporters said that there are many players with this problem.

The second chat, third chat show also that there was a problem (?) which concern many players.

By the fourth chat were only two players.

And now, they say, there was no player who was concerned with the problem.

Every time were different chat supporters; all of them were liar?

All of them have fantasized of a technical problem?

The behaviour of the casino is ridiculous. I think it is very clear for all.

I thank to CasinoGuru which has enabled to show the truth about this casino.

I hope, that everyone has understood that it is better to throw the money in the toliet than to play on this casino.

Dear Casino,

please, send me live chat transcripts with the player to my email address mentioned earlier.

Robert, i wroted to you and i confirm that: our chat supporters did provide to you incorrect information (they were punished already - we fired them all for that chat case).

I can bring you official appologize for their incorrect work!

we also did change all the team and now we have good and reliable supporters!

I understand that you have very bad feeling after that issue, Weltbet does really care of its players. So again - i appologise for that situation.

We are ready to provide you individual no deposit bonus - please contact me via skype to discuss all the details (skype live:.cid.ab475287588d49bf)

Sorry, but your explanation is unbelievable, and your offer of no deposit bonus is not enough.

I am sure 100%, that there was something strange and abnormal.

If you are serious, you must fill 530 Euros on my account, this is the stand as the strange things began.

I can not accept a little amount as consolation prize.

I don't use skype or other channels.

If you are serious and mean well, compensate the amount.

Regards

Well Robert. I am sorry we can't just return you the money you spent playing via our casino. I will repeat - all mathematic is not on our side - mathematic is on a side of game providers - we cant make you lose or win - we can only make you play their games and take care of withdrawal and rest operations.

You didnt request no withdrawal - i will repeat we cannot make you win or lose - that is your optional choice.

We can give you small compensation for wrong info that our supporters provided to you in chat.

Had all your chat supporters a conspiration against me or the casino?

Had they made a cooperation to provide me with incorrect information?

Your explanation is also strange as much as the way I have been stolen.

I think your casino (!) operates not with random, but with DaVinci Code 😉

Different chat supporters give on different days the same information. They say also that they contact the relevant department.

Why should they (yes, all these chat supporters) have the same information on different days? Is is normal for you?

This is just another evidence that all players should avoid this casino which operates suspect.

Many thanks to CasinoGuru who has helped to beware other players.

Robert, i understand your feelings - as i told you we appologise for our supporters mistake again.

We do care about players opinion about Weltbet - that's why we are offering you no deposit bonus - that you can play and hopefully enjoy our casino this time.

We are official casino, not script casino - and we do not influent into RTP parameters and etc - that is all game provider field. There can be no conspiracy theory as we dont influent into mathematic and your chance to win!

Again and again you are always welcome and if you want to try our casino again - let me know - we will provide you no deposit bonus.

Sorry, I am not interested in your consolation prize.

I wanted to find the truth, and your ridiculous tale of "all liar chat supporters" shows that this casino is not OK.

I just wanted to get the justice, and we have all seen, that this casino is guilty. The suitable punishment is that everybody avoids this strange casino (!), and a warning on all casino review sites.

Robert that is not fair!

Why the casino was not right? because you lose your money playing? Unfair!

Are you joking?

You are trying to make us believe that all your chat supporters giving 5 times on different days the same incorrect information.

I believe that the chat supporters have given the right information, because every time they have asked relevant department and Thema given me the information. They can not find the same information in different days.

Your explanation today is ridiculous and unbelievable. I believe you no word, and I am sure that nobody who reads this thread, would believe you.

Therefore I think that a warning about this strange casino is the best way to beware other players.

Dear Robert,

what game did you play when you've experienced some technical issues? Did you play another game after technical problems or you were still playing the same game and you've lost your money?

Hi Viliam,

it was the game Bonanza. Perhaps 60 to 80 times had the game stopped, 2-3 times was but no win, then, as it seeemed to be good stopped promptly. I think, I had played another game for a few minutes, it was the same. Then Bonanza again.

I know, it was stupid that I have seen lately that something was wrong.

But I'm sure that this strange thing can not be explained with technical issues or random.

No technical issue could choice which spin will be ended or not. Am I right?

And such a random, which lets only some spins to end, does not exist.

At the end I have contacted the chat and the chat has promptly said that there is a problem which concerns many players.

I am sorry that I have not ordered a copy of the first chat.

The second, third, fourth chats of which I have sent you the copies, show that the chat supporters have confirmed the problem.

And with the fifth chat the casino has denied everything.

It is really impertinent, that the casino tries to make the chat supporters guilty for informations which they can not find themselves.

Dear Robert,

After a deep analysis of your gaming history, we assume that there was no technical glitch while you were playing. You played also other games and you've lost your winnings by further playing. Please, if you'll experience something similar in the future, stop playing and submit a complaint, we'll do our best to help you.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.