Weltbet Casino - Os ganhos do jogador foram cancelados.

Hello,

The casino just wiped my balance.

A payment of €1232 was requested.

The withdrawal was rejected and then only €500 was left.

I then asked in the chat what happened and I was told to wait.

When I logged in this morning my entire credit was gone.

I didn't play with it anymore and didn't have an active bonus either.

Please help me!

Hallo,

Das Casino hat mir einfach mein Guthaben gelöscht.

Beantragt waren 1232€ zur Auszahlung.

Die Auszahlung wurde abgelehnt und dann waren nur noch 500€ da.

Ich habe dann im Chat angefragt, was passiert sei und ich wurde darauf verwiesen zu warten.

Als ich mich heute morgen eingelogged habe war mein komplettes Guthaben weg.

Ich habe damit nciht mehr gespielt und auch keinen aktiven Bonus gehabt.

Bitte helfen Sie mir!

Dear Patrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you received any explanation from the casino why your winnings have been cancelled? Could you please advise if you have redeemed any promotional offers from this casino previously? Was your account successfully verified in the past?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello Petronela,

no.

I was not told what I could have done wrong, nor did I have any active bonuses.

The whole time I'm comforted by the fact that my case would be forwarded, but nothing comes...

Hallo Petronela,

nein.

Mir wurde weder gesagt, was ich falsch gemacht haben könnte, noch hatte ich aktive Boni.

Ich werde die ganze Zeit damit vertröstet, dass man meinen Fall weiterleiten würde, aber es kommt nichts...

Was your account successfully verified in the past, please?

yes it was There have also been multiple payouts successfully.

Ja, wurde es. Es sind auch mehrfach Auszahlungen erfolgreich gelaufen.

Thank you very much, Patrick, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Patrick,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Weltbet Casino to the conversation to participate in the resolution of this complaint.

We would like to ask Weltbet 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Patrick,

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

Best regards

Peter