Weltbet Casino - Player’s attempts to self-exclude himself have been overlooked.

Hi,

I tryed to close my account for gambling reasons a few times. But the casino did not respond to my emails.

I told them again 2 days ago I am gambling addicted. My account is still open. I told the mail and the support chat.

Since I already told the casino at End of July I claim back all deposits after. That's 450€. Casino refused to close my account on my requests and did not respond. That's against player protection rules. I could still deposit now because they don't close it.

Sadly I do not have the old mails whet ei asked to close my account. Only the actual one. But the casino should have the mails in their system.

Thanks for help.

Dear Max,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward all the emails or screenshots showing that you have sent requests for the self-exclusion? My email address is petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and clearly stated the reason why? Please understand without supporting evidence it would be close to impossible to confront the casino.

I have checked terms and conditions on the website, and this is what I found https://weltbet.com/en/pages/responsible-gaming:

„If you believe you have a gambling problem or just wish to take an enforced break from gaming, Weltbet gives you the power to exclude yourself from playing for a defined period of time. If you choose to exclude yourself, you will be banned from betting on our site.

All you need to do is contact our Customer Care team at support@weltbet.com or click the chat icon and provide us with the period in which your account will be exluded. You may extend your exclusion at any time, however you may shorten or remove the account exclusion only once a 24 hour "cooling-off" period passes from the initial request for change."

Is this support@weltbet.com the email address you have sent your emails to?

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

Hi,

Yes that is the mail I used. The support chat always told me to write a mail. They did not help me to close my account.

Sadly I don't have the old mails anymore but I requested all my account closure request I made by mail from the casino. I hope they will provide me with all informations since they store the mails I sent them. But possibly they won't help me because they know they made mistakes.

Btw now 3 days later my account is still open. I uploaded that Screenshot. It is the same way like the last times I tryed to close it. But I can not proof the other mails. I hope they sent me all my closure requests.

I will provide if they send me some informations. Hope they cooperative this time. Will get back to u as soon as possible.

Thank you very much, Max, for your reply. I will be waiting for those emails patiently.

Good day, Max.

Your account has been blocked without possibility to re-open.

Please take care of your gambling addiction.

Hi,

thanks, I noticed that. Finnaly that worked after going with casino guru complaint.

But that is not my point in this complaint. I wrote you like 4-5 times before, weeks and month ago and always some time between, to close my account on your site weltbet. Nothing happened after. Also the chat only told me to write mails and they can't help me in chat. Therefore I was able to keep depositing/loose even if I asked for account closures.

That's why I claim my deposits, that I was able to do after the account closure requests, I sent you and that you ignored. Looking forward to your answer. I am open to a compromise in this case, since I did not save the old closure requests mails. That's my bad.

Since I think you store the mails I sent you from my mail, you should be aware of what I am talking about.

Thanks for your answer. Kind regards.

Thank you very much, Max, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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 Max.

Thank you very much for sharing your negative experience with the casino.

Dear Weltbet Casino team.

May I kindly ask you to react, is there any further information about the case?

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’.

Good day everybody.

The request which we received has been proceed very fast.

The player account is closed without possibility to reopen.

Max, please provide here the info which days you did apply to us and in which way for closing your account and we ignore it - we will make detailed invistigation inside our company for lost requests.

Hi,

Sadly I can not deliver. I wrote like 4-5 mails before the last closure request, when you finally closed my account.

But I deleted this sent mails when I cleaned my sent mails structure. I guess you can't help me then and it is my fault I deleted the mails.

I was hoping, that you, Weltbet, have every mail you got from my email-dress, stored in your mailing system.

If it is like that, I would appreciate, if you watch on it again, and if you think, you made a mistake, then refund me with the money I lost after my first request for closure that was ignored (probably on mistake). I don't want bad blood between us. Just hope for a solution in this case with you. Always open for a compromise. In my opinion that should be 450€ (my last deposits). I know you are a economic oriented company, but think about me as a human being. Thanks for being honest with yourself in this case.

I appeal to your certainty to check this again carefully. Appreciate this.

Thanks for your help. Wish you all involved a good day! Hope we find a good solution. 🙂

Dear Weltbet Casino team.

Thank you very much for your cooperation. Since the player has deleted it, could you check it on your side, please?

Sadly.. As expected. No response. I got nothing via mail in that case aswell.. :- /

Sure they know what went wrong but they are not interested in solving the issue. Ofc.. Would cost the company some money.

Would have appreciated if they accepted the issue happened and refund me. But sadly not the case.

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’.

Since we haven’t received further response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’.

The casino can reopen this complaint anytime.

Dear Max.

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru

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.

Dear Weltbet Casino team, 

Could you provide some context for the situation, please?

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days.

The casino team has contacted me with a request for more time to evaluate the case. I am extending the timer by 7 days. We should have an outcome by the end of this period.

Dear Maekz1990, and Casino Guru team!

It has come to our attention that this case lacked adequate correspondence at some point, hence we reopened it, to investigate and seek justice for all the parties involved.

A brief overview of the case shows that the user claims to had had contacted our customer support with the intent of self-exclusion but fails to provide any evidence to back up his statement. Quote: "Sadly I do not have the old mails where I asked to close my account." Moreover, the user questioned our response time.

It is evident that the complaint was filed on July 14th, 2021, this is also the same time the user's request has come to our attention. The user's account was closed the following day at noon; 15-07-2021 at 12:16:14.

Weltbet closed the user's account as soon as we encountered his request, other "allegend emails" cannot be retraced from our side, as well as user failed to provide more evidence once requested by us, for further investigation.

Furthermore, the user stated that he claims all the deposits made until the End of July. In our Terms and Conditions;

2.5. The customer agrees and condones that the purpose and use of the website are their sole responsibility and risk. The customer acknowledges and accepts that at any point the customer may lose money on a bet placed. The customer, therefore, accepts full responsibility for any losses. 

... it is clearly stated that any money that is lost cannot be refunded. The user tried persuading Weltbet into going against our own TCs with some humanitarian arguments and emotional rhetoric, however failed to provide any evidence on which their argument was built.

We highly encourage anyone suffering from gambling addiction to seek necessary help, as we do not treat this issue lightly. Our casino provides an exclusion option for anyone suffering from this, but it is important to keep in mind that communication from the user's side must be clear and transparent. Once having received the user's request for self-exclusion, we completed the user's request in no time. The individual's claim that they sent self-exclusion emails to the casino, but subsequently deleted them, constitutes hearsay unless any actual evidence of the emails—such as copies or confirmation from the provider—is presented. Without this, the statement cannot be verified or cross-examined.

In Weltbet, our first goal is user satisfaction and safety, however, it is important to understand the Terms and Conditions we operate on. Each user greets the Terms and Conditions article once before completing the registration. In cases where the user was ignorant of the TCs, Weltbet is not to blame, as the user consciously clicked on: "I have read and agreed to the terms and conditions applied". Refunding the deposit would in this case put us in a position where we would go against our own TCs, potentially obscuring our work integrity.

Sincerely,

Weltbet

Dear Maekz1990,

I have closed this case primarily because the casino stopped responding. Unfortunately, even you have confirmed that you do not have sufficient evidence. The only proof I received was a screenshot, which does not clearly show the address to which it was sent. However, even if I were to accept this evidence as fully valid, our approach to handling similar cases has changed since you submitted the complaint. While sending one email is relevant, it is not enough to justify your request for a refund, and I believe more effort is required to consider your request as justified. Although you claim you have done so, due to the lack of supporting evidence on your part, I am forced to close the case.

Kind regards, Jozef