Weltbet Casino - The player's unable to withdraw his balance.

Hallo,

Vor über einem Jahr machte ich eine Einzahlung in Höhe von 250€ bei Weltbet.com (ohne Bonus). Ich hatte nach kurzer Zeit ein Guthaben von über 6000€ . Seither musste ich zahlreiche Dokumente einreichen zur Verifizierung, was ich alles gemacht habe. Danach wurde ich weiterhin hingehalten. Nun wird bei jeder Kontaktaufnahme meinerseits direkt der Kontakt seitens Weltbet abgebrochen. Der Support teilte mir mit, mein Konto sei aufgrund einer Geschäftsentscheidung geschlossen worden. Ich würde mich sehr über Ihre Hilfe freuen. Ich habe zahlreiche Emails und Informationen, bitte teilen Sie mir mit was benötigt wird.

Hello Nico8888,

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 exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?

When exactly got your account closed?

Looking forward to your answer.

Regards,

Nick

Ich habe alle Dokumente eingereicht und erfolgreich verifiziert. Bereits im Mai 2021. Entsprechende Emails habe ich. Seitdem wird mir gesagt ich soll warten. Seit August 2022 kann ich mich nicht mehr anmelden. Mir wird immer gesagt ich soll auf Antwort per Email warten. Heute wurde mir mitgeteilt, dass mein Konto aufgrund der Geschäftsbedingungen geschlossen wurde

Hello Nico8888,

Did the casino specify which term did you breach? Can you please forward the communication between you and the casino to nikolas.b@casino.guru?

Dear Nico8888,

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

Hey, ich habe ihnen geantwortet per Email.

Dear Nico8888,

Can you actually please forward the communication between you and the casino (no matter how old or when exactly did they respond to you) as you did send only a written e-mail by you.

I did send you the entire communication via email

Thank you Nico8888 for all the information provided. I will now forward your complaint to my colleague Stefan (stefan.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Okay kontaktiert er mich oder soll ihn kontaktieren?

Vielen Dank für die bisherige Hilfe

Dear Nico8888,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Weltbet Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Weltbet Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

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.

Das Casino antwortet mir seit einem Jahr nicht mit einer konkreten Begründung, das wird hier auch nicht passieren

Dear Nico8888,

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 (stefan.m@casino.guru). I wish I could be of more help.

Best regards,

Stefan