Weltbet Casino - The player's self exclusion request was ignored.

Hello,

i asked to close my account but it was not closed. As i am addicted, i lost more than 15000€ After the request to close my account. When i asked in the chat to tell me which authorization is responsible for the site, they did not give me an answer. Now i lost all the money and still my account is open.

Hello Mithooran,

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 when exactly did you request for self exclusion for the first time? Did you mention gambling addiction or gambling problem in your request? How long after your request did you deposit and lost your balance? Can you please forward the request sent to the casino to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Dear Mithooran,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

Hi, send the request for closing already in the beginning of july… i told about addiction, but they told me to write an email, otherwise there is no solution. Also for closing..

So the day after i already deposited money again lost all of it. I have sent you a transkript of the chat from 14.07. there you can see that i asked the to tell me the gaming authorization, who is responsible for them… and other questions.. if you read the chat, you will realize, that they are only doing this because they now i am addicted and just want my money.

br

Hello Mithooran,

Can you please forward your initial first request for account closure which you sent to the casino to nikolas.b@casino.guru as well? Based on the live chat you provided you did not mention any gambling addiction to them.

the initial closure was via chat and i do not have the transcripts.

Hello Mithooran,

Unfortunately without the initial request we are unable to do anything as without the proof it's just a claim. If we would try to contact the casino without it they could just deny it and it will be impossible to tell what exactly happen. I can only recommend you to contact directly the licensing authorities of the casino, they might be able to help you out.

I'm really sorry that we could not help you more but it is basically impossible without any proof.

Best regards,

Nick