The player from Germany had successfully withdrawn €1000 but faced delays with a larger withdrawal of €5000, despite being fully verified. Support agents had provided inconsistent information regarding the payout timeline. The complaint was resolved after the player received the €5000 withdrawal, allowing the issue to be marked as 'resolved' in the system.
Wettenlive Casino - Player's larger winnings are delayed.
Amount: €5,000
Wettenlive Casino
Safety Index: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.
3.6
Wettenlive Casino has a Safety Index of 3.6, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 months ago
Public
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4 months ago
Translation
Hello everyone,
Yesterday, I received my first €1000. Now, with my other €5000, all the support agents are telling me I'll receive my money today. One of them even said I would receive it in 15-30 minutes. I feel like they don't want to pay out my larger winnings. Here are all the screenshots...
By the way, I am fully verified.
Please help..
Automatic translation:
Public
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4 months ago
Dear SweedMusic,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. It’s quite usual for withdrawal, to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
- Could you please advise when exactly you requested this withdrawal?
- How many days did it take for the most recent withdrawal to be processed?
Thank you in advance for your reply.
Best regards,
Kristina
Public
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4 months ago
Translation
Hello Kristina,
I applied for the first 1000€ on 17.11 and received it on 18.11
I also requested the other 5000€ on 17.11 & the support tells me that a technical error occurred with my withdrawal and there is no specific time for how long it will take, see the screenshot 
Automatic translation:
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4 months ago
Thank you for your reply, SweedMusic. I would like to emphasize we always give the casino two full weeks to process each payment. I will keep this complaint open and if there’s no development by the end of this time frame, we will intervene. Let’s stay positive and I hope to hear good news regarding your withdrawal soon. Thank you in advance for your patience and please, keep me informed about any further developments.
Public
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4 months ago
Translation
Complaint can be closed, I have received money
Thank you
Automatic translation:
Public
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4 months ago
Dear SweedMusic,
We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.
Thank you in advance for your time.
Best regards,
Kristina
Casino.Guru
