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Title: Weltbet refuses to pay out €5,000 and reduces balance without explanation

Description:

I would like to describe a serious incident involving Weltbet.

I have fully redeemed a bonus.

Immediately after the bonus phase, the following clearly appeared on the page:

"They are playing with real money."

All subsequent bets were therefore made from my real money balance.

I won €5,000.

When I requested the payout, it was rejected without comment.

Shortly afterwards, my account balance was reduced from €5,000 to €300 –

No email, no explanation, no notification.

In the chat, I was strung along for days with statements like...

"We are contacting the team" and "Please wait".

When I requested an explanation, I finally received the accusation:

"Bonus abuse – wages per shoot too high."

This accusation is false.

The bonus had long since been completed,

I demonstrably played with real money,

and betting limits apply exclusively during the bonus phase.

The system itself allowed my actions.

Worldbet has:

– a real money win cancelled

– my account has been manipulated

– refused any explanation

– and only after several days did they raise an unfounded accusation.

I request an immediate investigation into this case.

Required data:

– Account: [name hidden by Casino Guru]

– Time of winning: 16.11.25 11am to 6pm

– Type of use: Real money

– Evidence is available: real money report, account history, chat history

Thank you.

Titel: Weltbet verweigert Auszahlung von 5.000 € und reduziert Guthaben ohne Begründung

Beschreibung:

Ich möchte hier einen schwerwiegenden Vorfall mit Weltbet schildern.

Ich habe einen Bonus vollständig umgesetzt.

Direkt nach der Bonusphase erschien auf der Seite eindeutig:

„Sie spielen mit Echtgeld."

Alle folgenden Einsätze wurden also aus meinem Echtgeldguthaben getätigt.

Dabei gewann ich 5.000 €.

Als ich die Auszahlung beantragte, wurde diese kommentarlos abgelehnt.

Kurz darauf wurde mein Kontostand von 5.000 € auf 300 € reduziert –

ohne E-Mail, ohne Erklärung, ohne Hinweis.

Im Chat wurde ich tagelang hingehalten mit Aussagen wie

„Wir kontaktieren das Team" und „Bitte warten".

Auf meine Aufforderung einer Begründung erhielt ich schließlich den Vorwurf:

„Bonusmissbrauch – Einsatz pro Dreh zu hoch."

Dieser Vorwurf ist falsch.

Der Bonus war längst abgeschlossen,

ich spielte nachweislich mit Echtgeld,

und Einsatzlimits gelten ausschließlich während der Bonusphase.

Das System selbst hat meine Einsätze zugelassen.

Weltbet hat:

– einen Echtgeldgewinn gestrichen

– mein Konto manipuliert

– jegliche Erklärung verweigert

– und erst nach Tagen einen unbegründeten Vorwurf erhoben.

Ich bitte um sofortige Prüfung dieses Falls.

Erforderliche Daten:

– Konto: [name hidden by Casino Guru]

– Zeitpunkt des Gewinns: 16.11.25 11hbis 18h

– Einsatzart:Echtgeld

– Nachweise liegen vor: Echtgeldmeldung, Kontoverlauf, Chatverlauf

Vielen Dank.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link to the bonus you activated and played with? Was it a deposit bonus or a no-deposit bonus? Was it a sports bonus or a casino bonus?
• What types of games did you play? Were they slots, live casino games, or did you place bets on sports only?
• Have you passed the full KYC verification at this casino?

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

Best regards

Veronika

My real deposit was €300.

After playing with the bonus, I received the system message stating that the bonus had been fully completed and that I was now playing with real money.

From that point on, all my bets were made with real money only.

My balance increased through winnings from slots, not additional deposits.

I increased my bet size from €3 to €12 per spin after the bonus was finished, exactly as the system indicated.

I first requested a €1,000 withdrawal, and then, after winning more, I canceled it and requested a €5,000 withdrawal, because the casino allows €5,000 per week.

After submitting the €5,000 withdrawal request, the €1,000 disappeared and was not returned to my balance. Shortly after, the casino reduced my account balance from €5,000 down to €300, which was my original real deposit before receiving the deposit bonus.

My verification was fully completed.

The support team never contacted me with any explanation. They simply withheld the winnings and reset the account without providing any specific rule I allegedly violated.

The casino team claims bonus manipulation and excessively high stakes, but this only happened after the bonus expired, and only with my winnings. They also haven't sent a detailed list of the alleged bonus violation. Fraud amounting to €6,000.

Das Casinoteam behauptet eine Bonusmanupilation, zu hohe Einsätze, doch das ist erst nach Ablauf des Bonuses mit meinem Gewinn passiert.Sie schicken auch keine detaillierte Auflistung des angeblichen Bonusverstoßes. Betrug um 6000 Euro

The casino keeps repeating the accusation of "bonus manipulation" and "bets too high",

but all higher bets were placed after the bonus was completed, as confirmed by the system message:

"You are playing with real money."

The casino still refuses to provide:

– the exact bonus name

– the rule allegedly violated

– the specific bet amount

– the game or spin

– date and time

– the transaction ID

– proof that the bonus was still active at that moment

Without this, the accusation is unsubstantiated.

My balance was reduced from €5,000 to €300 without any documented explanation,

and the missing €1,000 withdrawal was never returned.

At this point, I believe this is a serious case of unjustified balance voiding.

Please request the casino customer support via email to provide you with the gaming history in Excel format, starting from the moment you deposited and activated the bonus, up to the moment your winnings were confiscated, and then forward it to me. My email address is veronika.f@casino.guru. Thank you for your cooperation.

Hi Veronika,

I wrote them many times before to get it but they only send me some Bet Id´s without time.I wrote them again please send me everything because i know i made the bigger bettings with real money after the bonus.

Again i wrote this for the Weltbet und also Kyc team today:

Dear Weltbet Support Team,

I kindly request my complete gaming history in Excel format, starting from the moment of my deposit and bonus activation, up to the moment when my winnings were confiscated.

This data is needed for an official complaint process.

Please send the file directly to:

 veronika.f@casino.guru

(with me in CC if possible)

Thank you for your cooperation.

Kind regards,

Dear ACER17

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, Michal (michal.k@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,

Veronika

Hello ACER17,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will reach out to the casino to obtain additional clarification and determine how I may be able to assist.

We would like to invite Weltbet Casino to join the conversation.

Dear Weltbet Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

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.

Betreff: Additional clarification – winnings obtained with real money after bonus completion

Dear Michal,

thank you for the update and for extending the timer.

I would like to clearly clarify the key point of my complaint:

The bonus was fully completed.

After the bonus phase ended, the system explicitly displayed a message stating:

"You are playing with real money."

All subsequent spins and the winning amount of €5,000 were made using real money, not bonus funds.

Therefore, no bonus conditions, stake limits, or bonus-related restrictions were applicable anymore.

Despite this, the casino rejected my withdrawal with the message "rejected bonus" and later reduced my balance from €5,000 to €300 without any explanation or prior communication.

This is the core issue:

Real-money funds were removed and the withdrawal was denied based on a bonus that was already completed.

I have provided screenshots and am ready to supply any additional evidence if needed.

Thank you for your assistance. I appreciate your continued involvement in this case.

Kind regards

Dear ACER17,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from their side.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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. While Weltbet Casino used to have a gaming license from the Anjouan Gaming Authority, this seems to have expired, as I was able to find only this information.

Since the casino operates without a valid licence and doesn't refer to any ADR service, there is sadly no gaming authority to turn to.

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru