The player's self-exclusion request was ignored by the casino and was able to reopen his account. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Weltbet Casino - The player's self-exclusion request was ignored.
Black points: 1092
Amount: €2,710
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
The provider has been refusing to recognize my gambling addiction for days, which I mentioned days ago. Despite the request to block the account due to addiction, the provider only blocks it for a short time because I am obviously losing too much. The provider opened the account several times, although it was also closed these days. But it opens again and again, even though I closed it permanently due to gambling addiction. I have now played myself completely broke and the provider still does not want to close the account. It's still open. Since I was notified and asked to close the account because I was looking to close my account, I have deposited over 2700 € and lost it. Please warn others about the provider. I am happy to provide all clear chats.
Automatic translation:
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2 years ago
Hello Stefan,
Thank you very much for submitting a 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.
Did you mention in your request that you want to self-exclude yourself or just to close your account? When exactly did you request the account closure? Did you mention a specific period for which you want to be blocked?
Also please send any relevant evidence or communication with the casino to nikolas.b@casino.guru so we can see what might have caused the trouble.
Looking forward to your answer and I hope we will be able to help you resolve it.
Regards,
Nick
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2 years ago
Translation
E-mails are all sent. The casino even closed my account in between, allegedly not wanting problematic players who are gambling addicted. Since that's exactly what they wanted, they opened my account again, although I repeatedly stressed that I was addicted to gambling.
All chats and deposit slips will follow.
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2 years ago
Thank you Stefan for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.
Wish you best luck resolving this case.
Regards,
Nick
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2 years ago
Hi Stefan,
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 10 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
Translation
Well then there will be considerable black points in the total, and a correspondingly very bad rating. It is important that everyone reads this complaint here and then nobody logs on there. The whole of Bellona BV is apparently working specifically with the method of gambling addicts being happy to open their accounts again. At weltbet, however, I experienced it particularly badly. The account was closed several times due to gambling addiction and would be opened several times. All documents are available.
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2 years ago
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Incredible that there is still no answer 🙂. After lowering the rating, no one will ever register there. It will slide into the basement and everyone will be warned.
Thank you for showing with your casino guru and the reactions of the casinos (or not) which casino is really serious. Obviously not this.
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2 years ago
Translation
Could you please finally warn players about the Bellona bv casinos? Weltbet opened my account several times in spite of a declared addiction to gambling. They don't even answer. If the rating doesn't drop significantly, others will still sign up there. That should be prevented. Please have an understanding!
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2 years ago
Hi Stefan,
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
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