The player from Germany has been trying to close his account due to a gambling problem. Unfortunately, all the enquiries were ignored. Eventually, we ended up closing the complaint as ‘resolved’ because the player and the casino found a compromise.
Weltbet Casino - Player’s attempts to self-exclude himself have been overlooked.
Black points: 116
Amount: €3,300
Weltbet Casino
Safety Index:Very lowSafety Index
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3.4
Weltbet Casino has a Safety Index of 3.4, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Publicity helped
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
hello .... I asked to close the account in the chat on Friday because of gambling addiction ..... in the chat I was told they will close it as soon as possible ...... then I sent an email to support to close the account because of a gambling problem ...... also on Friday ...... nothing happened yesterday I was able to deposit another 3300 € in my search without problems ..... I just registered there because your rating was closed recommend was ...... just written with the chat again ..... standard we forward it to the team ..... actually I could pay in again immediately ...... unbelievable how some people handle something like that ....
Greeting
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3 years ago
Dear AMGE55,
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?
I have checked terms and conditions on the website, and this is what I found https://weltbet.com/en/pages/responsible-gaming:
„Self-Exclusion
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
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3 years ago
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Information sent by email ......
Greeting
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3 years ago
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Account still open and the possibility to make further deposits …… No player protection report despite being informed in the chat and by email about my gambling problem …… ..inconceivable🤷🏿♂️
I accuse casino deliberately of ... violating their own terms and conditions ...
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3 years ago
Thank you very much, AMGE55, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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3 years ago
Hi AMGE55,
I looked at your case and emails and understand your situation. I will contact the casino and see if I can help. I would like to invite Weltbet Casino to the conversation to participate in the resolution of this complaint.
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3 years ago
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Hi Peter
Thank you very much …… I myself could not establish a single contact after numerous emails ……
Greeting
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3 years ago
Dear player.
We received your request and your account AMGE55 has been deleted without right to re-open.
Weltbet follows responsible gaming rules.
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3 years ago
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Ok… ..then I wait for the reimbursement of the amounts deposited on July 26th …… Account was closed by me on July 23rd in the chat and by email due to a gambling problem …… the casino closed the account only 1 week later… .that further deposits were accepted ... Chat history was sent to CasinoGuro ... ..
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3 years ago
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Samuel: Would you like us to reactivate your account?
After it was closed, I was asked in the chat whether I want to reactivate the account even though I reported a gambling problem ...
so much for player protection ...
CasinoGuro also has this history available….
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3 years ago
Hi all,
Thank you for your replies.
Dear Weltbet Casino,
Since the player asked the casino support to close his account due to a gambling problem on the 23rd of July, the account should have been permanently closed. Unfortunately, this didn't happen, so all deposits after this date must be refunded back to the player.
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3 years ago
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Hi Peter
got exactly to the point, the payments made before the 23.7 I stand in € 3750 ...... are controversial ..... was my mistake in the game frenzy ..... but the payments made afterwards are not legal since I followed all the requirements of the casino to exclude myself ..... therefore hope for the fairness of such a large casino ..... not to accept any money from gamblers who are addicted to gambling!
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3 years ago
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Hi Peter
so the support contact was also with this casino ..... simply no communion possible ...... no idea how to handle the requirements of a Curacao license ...... although the homepage is capitalized 24/7 contact via email and chat ......
Greeting
AMGE55
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3 years ago
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BLACKLISTED: WeltBet Casino is a brand operated under the WeltBet Affiliates program, a program which has been blacklisted due to the usage of unethical business practices in its relation with affiliates, including but not limited to lack of communication and cooperation, delayed or declined payments and unprofessional behavior ... ..
so much about this shop ... ..tried again to contact ...... .did not get an answer ......
please, dear CasinoGuro team, how can I contact the payment processor ff.me purcha aze… ..must submit something for Visa and Mastercard that I have contacted this dealer… ..to request a cashback… ..
greeting
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3 years ago
Hi AMGE55,
I have to warn you if you do a chargeback you may be put on a list and you may have problems with other casinos in the future. Let's see if we can work something out with the casino first.
We would like to ask 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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3 years ago
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Hi Peter
I even tried to get in contact with the management ... unfortunately without success ... .. I just found it disrespectful to not even give an answer ...... also to other casinos that work seriously and correctly ... .. wait the 7 days and then become a chargeback I apply for the consequence… ..think Visa and Mastercard also want to work cleanly and filter out such merchants… ..
I think if the casino would have wanted to seek an agreement ... .. at least a communication had taken place ...... .but there are no news here or from me ..... or. an opinion….
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3 years ago
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Hi Peter
ask for support with the complaint against the casino to the licensor, it must also follow guidelines and rules ... .. otherwise none of this makes any sense if they deliberately violate their own terms and conditions ....
as you can see, this casino is not interested in a proper solution ...
As with the other complaints here at CasinoGuro, the same picture is always reflected, either speaking out or no answers ......
in my eyes it turns out to be pure fraud… ..whether it is about payments or communication… ..and you should be protected from that… ..
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3 years ago
Hi AMGE55,
I’m afraid the casino stopped responding. There is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied or if you need help with submitting a complaint (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
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3 years ago
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Hi Peter
thank you for your help ...... I'll do it immediately, just want the casino to follow its own terms and conditions, tried everything to get in touch with the company ..... we both saw the result ... .
Advertise responsible gaming on their site and violate their own rules .....
Let's see how the licensing authority reacts ..... if there is a response I will of course notify you ......
Greeting
AMGE55
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3 years ago
We reopened the complaint as per the player's request. AMGE55 was informed that the casino would make a refund of his €3300 and asked him to cancel the complaint with the Curacao Gaming that he submitted. There has been no word from the casino regarding the refund since.
Dear Weltbet Casino,
What is the status of the refund?
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3 years ago
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Hi Peter
Case can close I got the 3300 € reimbursed today .... kept my word ... 🙋🏿♂️
greeting
AMGE55
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3 years ago
Hi AMGE55,
I'm glad to hear that you eventually received your winnings. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
