The player from Germany registered at the casino and received a €10 free bet for sports betting. They placed the bet and won approximately €11. Later, after making €130 and initiating a withdrawal of €120, they found themselves unable to log into their account. Player’s complaint has been resolved successfully.
Wettenlive Casino - Player’s account has been blocked.
Amount: €120
Wettenlive Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Translation
I registered at the casino and received a €10 free bet (sports betting). I placed it and won the bet (approx. 2.1 odds less betting value approx. €11 won).
The money was, (I informed myself), exempt from any sales conditions. So I bet the money in the live casino and quickly made €130 (crazy time). Of this, I put 120€ on payout, completed the KYC procedure (successfully) and gambled away the remaining 10€. A few hours later I could no longer log into my account. I have written to customer service several times and have not received an answer (by email). Please help me. (I'm from Germany, but I don't get it registered with the complaint)
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11 months ago
Dear EAPogbaa,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Do you happen to know if anyone within your immediate vicinity or social circle has ever redeemed a free bonus from this particular casino before? I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved. Therefore, it would be helpful to rule out any potential conflicts or complications that could arise from previous bonus redemptions by others in your vicinity. Looking forward to hearing from you.
Thank you in advance for your reply.
Best regards,
Petronela
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11 months ago
Translation
hey,
no, not that I know of.
This is my first time signing up and no one in my household plays at casinos except me.
Best regards
To R********
Edited by a Casino Guru admin
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11 months ago
EAPogbaa, could you please forward proof of successful account verification to petronela.k@casino.guru? Thank you very much in advance.
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11 months ago
Translation
I did, thank you.
However, I never got a proper confirmation email.
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Sensitive attachment
Sensitive attachment
11 months ago
Translation
Player's email and screenshots:
Ladies and Gentlemen
Attached are the only emails I received from my WettenLive account. I never got a proper confirmation email.
Best regards
To R********
Edited by a Casino Guru admin
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11 months ago
Thank you, EAPogbaa, for your email. It seems as if the KYC verification hasn't been completed after all.
Do you happen to know if anyone within your immediate vicinity or social circle has ever redeemed a free bonus from this particular casino before? I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved. Therefore, it would be helpful to rule out any potential conflicts or complications that could arise from previous bonus redemptions by others in your vicinity. Looking forward to hearing from you.
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11 months ago
Translation
Hi,
no, there is nobody in my immediate vicinity who has already received a free bonus from Wettenlive.
yours
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11 months ago
Translation
The case has been summed up incorrectly.
I played with the €11 and thus won €120 to withdraw.
I never paid into it.
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10 months ago
Could you please forward a screenshot of your bonus history? Please understand that if all your winnings were accumulated from a sports-related free bonus we won't be able to analyze it properly as we do not deal with sports betting-related issues.
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10 months ago
Translation
I can not log in. So I can't access my bonus history.
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10 months ago
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I have now received the payment confirmation. Hope the money gets into my bank account. It was supposedly an "internal audit".
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10 months ago
Great news. Hopefully, everything will work out now. Please keep me informed.
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10 months ago
Dear EAPogbaa,
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.
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10 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, EAPogbaa, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
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