Weltbet Casino - Player wishes to close his casino account.

Das oben genannte Casino weigert sich mein Konto aus Spielsucht zu schließen. Das Casino hat mein Konto nach Jahren selbstständig wieder geöffnet, obwohl es vor Jahren bereits wg. Spielsucht geschlossen war. Ich habe nun mehrfach versucht mein Konto wieder aus Spielsucht zu schließen, nachdem ich wieder eingezahlt habe und etwas gewonnen habe. Meine Auszahlung von 1.000 € schwebte nun längere Zeit und selbst aus Spielsucht-Gründen schließt man mein Konto nicht. Das Geld habe ich nun heute verloren. Der Chat, dass ich das Konto dauerhaft wg. Spielsucht schließen will, liegt mir noch vor. Dieser Anbieter scheint skrupellos und gierig zu sein. Auch jetzt ist mein Konto weiterhin offen! Erschreckend

Dear Stefan,

Thank you for contacting us. I have checked the casino’s website for options to close an account and unsubscribe from all correspondence with the casino and its services, and this is what I found https://weltbet.com/en/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."

I would recommend sending an email including all the relevant information to support@weltbet.com. In this way, you’ll have proof of such action. Specify in the request for how long you wish your account to be closed and clearly state the reason why. Additionally, email "Subject" should be clearly marked and easily recognizable as casino support receives many requests per day hence, if it’s visibly marked you stand a better chance to have your request granted as soon as possible.

Please, let me know if you need any assistance and keep me updated. Thank you in advance for your reply.

Best regards,

Petronela

Das Casino hat das Konto absichtlich nicht gesperrt, da ich das Geld verlieren sollte. Erst jetzt hat man das Konto geschlossen, nachdem ich den Link zu dieser Beschwerde versendet habe. Ein aus meiner Sicht erschreckender Anbieter, der unbedingt weiter Einsätze will, nachdem die Sucht betont wurde. Gier pur!

Thank you very much, Stefan, for your reply. I'm happy to hear that your account has been excluded now. Please understand that without following all the required steps and providing a relevant reason for the self-exclusion, casino is not obligated to act immediately.

Could you please advise how many days between your request and the actual self-exclusion have passed? Looking forward to hearing from you.

2 Tage

Please understand 2 days are acceptable for an account to be blocked. Could you please advise if there are any funds being held by the casino?

Nachdem ich alles verloren habe ging die Schließung plötzlich. Es ist erschreckend, dass sie trotz genannter Spielsucht als Grund das Konto nicht schließen müssen. Ihr wollt scheinbar nur die affiliate Beträge nicht verlieren, da ich mich über euch angemeldet habe. Erschreckend, da ihr bei anderen Partnern anders argumentiert habt. Vor euch kann man auch nur warnen

I’m very sorry that you feel that we don’t want to help you. I believe that we analyzed your case thoroughly and acted accordingly. As I mentioned earlier, 2 days is a reasonable period for account closure.

Please if you have supporting evidence that you have sent your self-exclusion requests previously to casino and they were ignored, forward it to petronela.k@casino.guru. Thank you very much in advance.

Wie gesagt, die Anträge wurden 2 Tage ignoriert. Schließt mein Konto bei Casinoguru. Sie kümmern sich nur nicht, weil sie 50% der Verluste einkassieren, da ich mich über sie registriert habe.

I'm truly sorry that you feel we didn't want to help you. As I mentioned earlier, 2 days for the self-exclusion request to be put in place is maybe not ideal but it's certainly acceptable.

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. 

Lastly, I would like to inform you that your Casino.Guru account will be deleted too as per your explicit request.