The player's account got closed after requesting a withdrawal. The casino provided evidence showing that the player had broken the maximum bet rule while wagering the bonus. The casino had acted in accordance with their terms and conditions in this case, so the complaint was eventually rejected.
Weltbet Casino - The player's account got closed.
Amount: €4,000
Weltbet Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
1 year ago
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1 year ago
Translation
I played with bonus and reached the rollover in such a way that I was able to withdraw €4,000. After 5 days, Weltbet reported with an email that my security was confirmed and the money was transferred, but nothing of the money can be seen on my account, at the same time I noticed when I wanted to check my Weltbet account whether the payout was real processed that my account was suspended. Now I don't know what happened to my money (which was confirmed by them) and I don't know why my account was blocked at the same time, that smells like fraud! Live support can't help me either.
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1 year ago
Hello Vanbsh,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Weltbet Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about? Did they tell you anything about the blocked account?
Looking forward to your answer.
Regards,
Nick
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1 year ago
Translation
I won €4,000 after fulfilling the rollover. Now I was only refunded my €90 bet because I would have violated the bonus regulations. Total junk shop just rip off.
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1 year ago
Can you please clarify what bonus did you use? Did the casino specify which exact term did you breach?
Meanwhile, if it's possible, please forward your betting history to nikolas.b@casino.guru.
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1 year ago
Translation
Unfortunately, I no longer have access to my account for such evidence
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1 year ago
Can you please at least send us the communication between you and the casino to the above posted e-mail address?
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1 year ago
Hello Vanbsh,
Based on the forwarded communication, the casino voided your balance because of betting over the maximum allowed limit. Can you advise what bets did you use while playing with the bonus?
As long as they were over 12€ or 5% of the credited bonus, the casino had every right to do it.
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1 year ago
Translation
Unfortunately, I can't say it anymore, I actually paid attention to it, but it will probably be true. To be honest, it's also too stupid for me because it said for days that everything would be fine and then suddenly this message.
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1 year ago
Hello Vanbsh,
Unfortunately, the casino is checking the betting history as the last part of the verification. It would be much easier to work with the actual betting history. Did you try to e-mail the casino to request for it? They might forward it to you and it would serve as proof whether you did bet over the limit or not.
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1 year ago
Thank you Vanbsh,
Please let us know once the casino respond to you regarding your request. Until then, the timer will be set on you.
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1 year ago
Translation
These are the only emails I received with the confirmation of the payout and then suddenly came that only my wagered amount was meant.
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1 year ago
Thank you Vanbsh for all the information provided so far. As we still do not have any concrete evidence of you breaching the bonus terms, your complaint will be forwarded to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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1 year ago
Hello Vanbsh,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Weltbet Casino to join the conversation and participate in the resolution of this complaint.
Dear Weltbet Casino,
Can you please provide supporting evidence of the breach of terms to my e-mail (adam.m@casino.guru) please?
Kind regards,
Adam
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1 year ago
Dear Vanbsh,
There has been no response from the casino, I will contact them once more.
We would like to ask Weltbet Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.
Kind regards,
Adam
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1 year ago
We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Translation
I don't think these scammers will come back.
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1 year ago
Dear Vanbsh,
I have recently made contact with the casino via Skype and I am awaiting further information from them. Consequently, I will extend the timer to allow time for this to be received.
Kind regards,
Adam
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1 year ago
Dear Vanbsh,
It seems that you have received € 90 as a bonus. According to the max bet rule of the casino (12€ or 5% of the credited bonus, whichever is lower), this would mean the maximum you could bet each time would be €4.50.
The casino has provided evidence that shows that multiple bets much larger than this amount were made during the wagering of the bonus.
Can you please clarify if this could be the case and if you were aware of the max bet rule?
Kind regards,
Adam
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1 year ago
Translation
I have explicitly written to customer service several times about this while playing and it was always said to keep playing and that you can only bet a maximum of €12. I actually consciously played with a maximum of 5€. It's a pity that customer service didn't mention it directly or said that you'd already played too high. I wanted to make sure by asking. So still a very bad casino!
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1 year ago
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I also once bought feature spins and the customer service also said that you should, as I understand it. So I can not envy having made too high stakes but then without my knowledge that this is not allowed. A pity. €4,000 is really not a little, which was then simply gone.
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1 year ago
Hello Vanbsh,
According to the evidence provided, the amounts of the bets range from EUR 4 right up to EUR 10,000 per bet.
Do you remember making such bets?
Kind regards,
Adam
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1 year ago
Translation
Maybe I spent 800€ for games, i.e. features, but never 10,000 for a game
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1 year ago
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But only when I had played through the bonus and the conditions were no longer valid and my money was transferred to real money
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1 year ago
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I'm saying completely fraudulent behavior. Those who win just get their stake back and those who don't win keep it and so they enrich themselves. That they don't even offer compensation is ridiculous.
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1 year ago
Hello Vanbsh,
I have received further evidence from the casino and this is currently being reviewed. I will extend the timer and will update the thread with our conclusions shortly.
Kind regards,
Adam
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1 year ago
Translation
Thanks. But I don't think it will lead to anything. I will probably remain a dissatisfied customer like many others
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1 year ago
Hello Vanbsh,
Apologies for my delay in responding to the thread. The case is still being discussed with the casino representative and I am currently awaiting a response from them. I will extend the timer accordingly.
Thank you for your continued patience.
Kind regards,
Adam
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1 year ago
Translation
Hi, it's great that there's even someone trying to solve problems. But I think after that I won't see anything from my €4,000. Thanks anyway
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1 year ago
Hello Vanbsh,
I am now awaiting further clarification of the evidence provided by the casino, I will therefore extend the timer one more time.
I apologize it is taking some time to bring this case to a conclusion, but it is important to check all information that may be relevant.
Kind regards,
Adam
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1 year ago
Translation
I don't believe in seeing any money anymore anyway.
anyway thank you LG
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1 year ago
Hello Vanbsh,
I have received the information I requested from the casino and, unfortunately, I must inform you that we can assist you no further in this case.
The casino has provided sufficient evidence to show that you have placed many bets during the use of the bonus which are in breach of the maximum bet allowed. Consequently, there is nothing we can hope to achieve and the complaint will now be closed.
I am sorry I could not be of more help on this occasion.
Kind regards,
Adam
