The player from Finland requested a withdrawal on May 30, 2024, and was later asked for additional KYC documents despite prior submission. Although the documents were approved, there were delays attributed to high volume and another department handling withdrawals. The player's emails remained unanswered. We advised the player to wait for 14 days before escalating the complaint. The player confirmed that the withdrawal was eventually processed and received. The complaint was closed as resolved.
Weltbet Casino - Player’s withdrawal is delayed due to high volume.
Amount: €3,200
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
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4 months ago
Translation
I requested a withdrawal on May 30, 2024.
On June 2, 2024, I was asked for a photo of my driver's license in hand, although I had sent the other KYC documents earlier.
I was told in the chat that the documents have been approved, but there is a delay due to high volume, and a different department handles withdrawals. Nobody responds to emails.
I have not accepted any bonuses.
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4 months ago
Dear Tusuttura,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
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4 months ago
Hello Tusuttura,
Have there been any developments since our last conversation, please?
Thank you.
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4 months ago
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Nothing has happened. In the chat, you are told to wait.
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4 months ago
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Every day in the chat, they promise to send an urgent request to the department dealing with the matter, but nothing has happened.
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4 months ago
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Hey! My withdrawal has been paid today.
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4 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Tusuttura, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
