Wettson Casino - O jogador ainda não recebeu os seus prémios.

Hello, I really need your help. I won 5,000 USD legally.

The casino has a maximum withdrawal limit of 1,000 USD.

So I gradually requested withdrawals.

I received 2x 1,000 USD.

When I wanted to request another 1,000 USD, I received a message that the remaining 3,000 USD were deleted from me. That I used a VPN. Of course, this is not true. I have no reason to use a VPN. I only played games that are allowed in my country.

And it is strange that they would only notice this when I request a third withdrawal.

Just open a well-known website evaluation server and you can see that others have the same problem.

Amount I am missing: 3,000 USD

So please help.

in attachment you can see original mail from casino

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Dear cordlesx,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

My account is fully verified. As I mentioned, two withdrawals were successful. When I requested another withdrawal, I received an email after six days stating that the withdrawal had been cancelled and all the funds confiscated.

Dear cordlesx,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

Hello,

As I wrote before. All the money was confiscated. Nothing was paid out.

Thank you for the clarification. Please allow me to ask a few questions to better understand the situation.

• Did you pass the verification before the casino confiscated your winnings?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Did you achieve your 5,000 winnings with the help of a bonus?
• Could you please let me know the date when the 3,000 was confiscated?
• Do you still have access to your account?

Thank you very much in advance for your reply.

Hi, the account is fully verified. The account is active, and I can use it normally. Regarding the $5,000 win... I didn't use a casino bonus. I played slots only. The win was on a game from the provider Pragmatic Play. I can provide the win ID and a replay of the win. The casino has a maximum withdrawal limit of $1,000 per transaction. Two withdrawals (2 x $1,000) were processed successfully. When I requested another withdrawal ($1,000), they cancelled it after about four days and confiscated all the funds ($3,000). I want to reiterate that I did not violate any terms and conditions and that I won fairly.

Money confiscated on August 12, 2026.

My account had already been verified before the win. When I requested my first withdrawal, they simply asked for a new document—a selfie with my ID card. I submitted it, and they approved the document.

Thank you

Dear cordlesx,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barborka, (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Hello cordlesx,

I’m sorry to hear about the difficulties you’ve been experiencing.

My name is Barbora, and I’ll be handling your complaint from this point onward.

As a first step, I’ll reach out to a casino representative outside of this thread, since we currently don’t have a direct contact for them. In the meantime, please keep me updated if there are any new developments.

Best regards,

Barbora

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.