The player from Germany had his winnings cancelled without further explanation. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Weltbet Casino - Player’s winnings have been cancelled.
Black points: 487
Amount: €1,232
Weltbet Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Unresolved
Our verdict
No reaction, passive regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello,
The casino just wiped my balance.
A payment of €1232 was requested.
The withdrawal was rejected and then only €500 was left.
I then asked in the chat what happened and I was told to wait.
When I logged in this morning my entire credit was gone.
I didn't play with it anymore and didn't have an active bonus either.
Please help me!
Automatic translation:
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2 years ago
Dear Patrick,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have redeemed any promotional offers from this casino previously? Was your account successfully verified in the past?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
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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2 years ago
Translation
Hello Petronela,
no.
I was not told what I could have done wrong, nor did I have any active bonuses.
The whole time I'm comforted by the fact that my case would be forwarded, but nothing comes...
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2 years ago
Translation
yes it was There have also been multiple payouts successfully.
Automatic translation:
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2 years ago
Thank you very much, Patrick, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) 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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2 years ago
Hi Patrick,
I have looked at your case and understand the 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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2 years ago
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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2 years ago
Hi Patrick,
I tried to get in touch with the casino repeatedly but had no success. I’m afraid, 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 out there but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.
Best regards
Peter
