HomeComplaintsWeltbet Casino - Player wishes to close his casino account.

Weltbet Casino - Player wishes to close his casino account.

Amount: €1,000

Weltbet Casino
Safety Index:Very low
Submitted: 23 Aug 2021 | Case closed : 29 Aug 2021
Case closed Our verdict

Unjustified complaint

REJECTED

Case summary

2 years ago

The player from Germany would like to close his casino account. After a closer examination, we ended up rejecting this complaint as unjustified.

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2 years ago
Translation

The above casino refuses to close my account due to gambling addiction. The casino reopened my account on its own after years, even though it was already due years ago. Gambling addiction was closed. I have now tried to close my account several times due to gambling addiction after I made another deposit and won something. My payout of € 1,000 has been floating for a long time and my account is not closed even for gambling addiction reasons. I lost the money today. The chat that I permanently wg the account. Want to close gambling addiction, I still have it. This provider appears to be ruthless and greedy. My account is still open now! Terrifying

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2 years ago

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

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2 years ago
Translation

The casino purposely did not block the account as I was supposed to lose the money. Only now has the account been closed after I sent the link to this complaint. From my point of view, a terrifying provider who absolutely wants to continue using it after the addiction has been stressed. Pure greed!

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2 years ago

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.

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2 years ago
Translation

2 days

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2 years ago

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?

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2 years ago
Translation

After I lost everything, the closure suddenly went. It is frightening that, despite the gambling addiction mentioned as the reason, they do not have to close the account. You just don't want to lose the affiliate amounts because I signed up through you. Terrifying because you argued differently with other partners. One can only warn against you

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2 years ago

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.

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2 years ago
Translation

As I said, the applications were ignored for 2 days. Close my account at Casinoguru. They just don't care because they collect 50% of the losses because I registered through them.

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2 years ago

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.


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