Weltbet Casino - Isplata dobitaka igrača je odložena.

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.

Dear Galinab74,

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

Dear Galinab74,

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,I have an update regarding my case, but unfortunately, the casino has confiscated the majority of my funds. They only approved and paid out a withdrawal of €282.31, which represents solely my original deposit.The remaining €935 of my winnings—which I won completely fairly and legitimately—was withheld and confiscated by Weltbet under the pretext of alleged "duplicate accounts". I strictly deny this and I do not have any other accounts.I kindly ask the Casino Guru team to request official evidence from Weltbet regarding this confiscation, as the casino refused to provide me with any specific technical details. I demand to receive my full winnings of €935.Thank you for your assistance.

Hello Galinab74,

We would like to update you that due to Karla, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Karla has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Karla will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear Galinab74, thank you for your response. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Could you please confirm that you have passed the KYC verification?
• Did you accumulate your winnings with or without an active bonus?
• Did you play casino games or bet on sports?
• Could you please share your communication with the casino regarding the delayed withdrawal? Send emails or chat transcripts to my email at karla.m@casino.guru, or post screenshots here.

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

Karla

Hello Karla,

Thank you for looking into my case. Here are the answers to your questions:

Previous withdrawals: No, I have never made any successful withdrawals before this incident. This was my very first withdrawal attempt.

KYC Verification: Yes, I can confirm that I successfully completed and passed the full KYC verification process.

Bonus usage: Yes, I deposited €282.31 and took a 100% Sports Welcome Bonus. I fully met the wagering requirements according to the rules, which brought my total balance to €1,217.31.

Game type: I only placed bets on sports. I did not play any casino games.

When I requested a withdrawal for my total balance of €1,217.31, Weltbet rejected it, claiming I have "multiple accounts". They confiscated my legitimate winnings of €935 and only allowed me to withdraw my original deposit of €282.31.

I will send the emails and screenshots of my communication with the casino to your email address (karla.m@casino.guru) right away. I strictly deny having multiple accounts and insist on receiving my full winnings

Thank you for taking the time to submit your complaint. I genuinely empathize with the situation you are experiencing. To better understand the circumstances surrounding your issue, I would like to ask you a few questions.

Is it possible that someone in your household or someone using the same IP address may have created an account at this casino?

Additionally, is there anyone in your household who might have used your device to play?

We are committed to assisting you and hope to resolve this issue promptly. Thank you very much for your cooperation in advance.

Sincerely,

Karla

Hello Karla,

Thank you for your reply. To answer your questions:

IP Address and Wi-Fi: No, it is impossible. I have never used a shared home Wi-Fi network for playing. I only use my personal mobile data connection.

Household and Devices: No, there is absolutely no one else in my household or family who has an account with this casino. No one else has ever used my personal device to play.

I am the sole user of this account, my device, and my internet connection. I hope this clarifies the situation.

Thank you for your continued help.

Dear Galinab74,

Unfortunately, we have come to a point where we are not able to move forward with this complaint. Generally, we would now try to get in touch with the casino and ask for their explanation, however, this one has 5+ cases closed as "No Reaction Policy," which clearly shows the casino is not interested in cooperating with us.

Sadly, we are forced to close your complaint as "unresolved." This will affect the casino's overall rating. I understand this isn't a satisfactory solution to your issue, however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, we have no other choice since it seems to be a common practice for Weltbet Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our failed attempts to negotiate.

We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts resolving any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Weltbet Casino. I wish I could be of more help.

The casino can reopen this complaint anytime.

Karla