Weltbet Casino - Povlačenje igrača je odloženo zbog spora oko uslova.

Good day Support, Sorry to add to your workload.

I've been reading through the complaints to familiarize myself with how it's done so I'll just outline the usual questions:

Sports related: Partly

Bonus: Partly

Breached Terms: Yes, but the casino breached 2 first which led to me breaching 1 unfortunately.

With all of these I still believe I've been wronged here.

My friend who recommended you reached out to your colleague Adam (adam.m@casino.guru) who had previously helped him out on a case, seeing as you usually don't accept a case when it involves sports betting, he sent Adam the details, and Adam said I should open it here and can ask it to be sent to him if accepted.

I know you don't have experts in sports related issues, but this is less about the games and more about the terms (please keep an open mind).

I'm going to try and be direct as possible, if you need more information about any part I would be willing to provide more.

1. Of the money there's about €650 that has nothing to do with the bonus, The bonus was for 20 days I claimed the bonus on the 29th of April 2025, and finished wagering on the 18th of May 2025, after that I deposited €100 twice on the 24th of May, From that €200 deposit I made about €450 from both sport and casino, didn't touch the money released from the bonus. This money was not returned.
2. The clause (26.8.3. In case of bonus manipulation Weltbet.casino reserves the right to deduct all winnings accumulated) the casino is using to withhold my money allows for them to withhold accumulated winnings, they returned my first deposit of €150 which I used to claim the deposit, my remaining deposits: €100 on 5/14/2025, €100 on 5/17/2025, and the 2x €100 on 5/24/2025 were not returned, the first to were subjected to bonus terms and the winnings from them were added to the bonus amount, while the last 2 were after the bonus ended.
3. I emailed support about my missing money and their response was (Pic 2), Now I would like to point out that I wasn't aware that there was another set of rules for bonus in the T&C section. I went through the rules and checked where they applied to me and couldn't find any I breached, sent it to my fried with screen shots of my history and he found a problem, now this is just speculation on my part cause I have asked the Weltbet support and they have refused to let me know exactly what terms I Breached. The clause in question is: 26.8.2. Sports bonus manipulation amongst others, may consist of: (c) Placing bets on your real + virtual balance more than twice in a row. He found 3 games where I placed bets using real + virtual balance in a row, Now this is where it gets murky, the reason I couldn't find it in the first place is that I shouldn't have had any real balance on then, you see my first deposit was of €150 29th of April 2025(Pic 1), and I lost my first 2 bets, each bet €75 which is a total of €150, all I was left with was a bonus of €200, my next deposit was on the 14th of May 2025 (Pic 1), so I should have had no real balance only bonus. On checking the bet history and doing some maths I found out that the winnings from a freebet which I won was converted to put in real balance, now the issue with this is that there is a clause, 26.13. Winnings while having an active bonus will be awarded to the virtual amount. Freebets in sports are what Freespins are to casinos, you only get winnings, no stake, so the winnings here should have been added to my bonus balance but it wasn't, winnings from this money added to my real balance was added to my bonus balance, same for when I made deposits later any winnings from real or bonus balance was added to the bonus balance except here.
4. This is a continuation of 3 but I'm putting it here because I think this is the crux of the whole issue. Clause 26.5. Customers who participate in one promotion cannot enter another promotion of the same type (Sports/Casino) or win any free bets during the promotion period.Customers can have only one active Sports/Casino bonus at a time. Now I think the reason why the money was added to real balance was that it was not accounted for when the terms was implemented because according to 26.5 I shouldn't have been able to win any freebet but I won one, there was probably an error in the implementation, some clauses are up to the customer to follow while others are up to the site to implement, this was not done correctly which led to this issue.

Now because of a €10 freebet and 1 game Weltbet have decide to hold €1880, when I they breached 2 of their terms, if just 1 of the 2 terms mentioned above was implemented correctly, I wouldn't have been able to breach the clause I breached . I have messaged them all this and they have stopped responding.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation and help resolve the issue, could you please provide more information by answering the following questions?

• Have you previously withdrawn funds from this casino before, and if so, were there any issues during those withdrawals?
• Which casino games did you play?
• Have you made new deposits only after you finished wagering the sports bonus? Did you win any money from the bonus after you finished the wagering requirements?
• Please ask the casino to send you your entire gaming history from 29 April in Excel format up to the moment your winnings were deducted, and then forward it to me at veronika.f@casino.guru.

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hello Veronika,

Thank you for attending to me.

Have you previously withdrawn funds from this casino before, and if so, were there any issues during those withdrawals?

No, I have not made any previous withdrawals.

Which casino games did you play?

Video Slots

Have you made new deposits only after you finished wagering the sports bonus?

Yes I made 2x  €100 deposits after I finished wagering the bonus

Did you win any money from the bonus after you finished the wagering requirements?

No , I placed 2 real money bets after I finished wagering the bonus, both bets with a stake of €50, I lost one and made €44.50 from the other, thats a loss of €5.5, after that I made the deposits.

Please ask the casino to send you your entire gaming history from 29 April in Excel format up to the moment your winnings were deducted, and then forward it to me at veronika.f@casino.guru

I have asked the casino to do this and the response was

I was surprised they replied cause they haven't replied my smail I sent to them explaining all this on the 15th of June, and when I went to their live support about the dispute resolution in their terms and conditions, they left me in the chat for 7 days

and the way the chat is operated they are the only one that can end it. It gets worse, when I went to message the live-chat on how to go about getting the excel sheet of my bet history, I was given wrong email 3 times.

I have collated the bet history and sent them to your email.

Are you aware of any breaches of the Terms and Conditions related to your sports bets? Are you expecting your winnings to be paid out as well, or are you waiting only for your deposits to be refunded?

Did you play with any bonuses while you were playing casino games?

Good day Veronica,

Are you aware of any breaches of the Terms and Conditions related to your sports bets?

No, till date, despite me asking multiple times I've not been told what specific term or condition I breached, I've only been sent an email stating both casino and sport terms and conditions.

Are you expecting your winnings to be paid out as well, or are you waiting only for your deposits to be refunded?

Yes, if the only rule that was violated was the one in which they are at fault for, if they are fair I shouldn't be held responsible for that, I expect my winnings to be paid out as well, cause at the end of the day it's about bonus manipulation, and there was no advantage for me to be gained from one game, which by the way I lost and should not have even had any real money there in the first place if they( the casino) upheld their part of the rules. As of when the game was played I still had 2750/3500 left of my wager for 75 per game max thats about 36 games left, and bear in mind that it was for minimum odds of 2.20, therefore I wouldn't see such odds in 2 way games WIN/LOOSE, only in 3 way games WIN/DRAW/LOOSE, and its at least going to be the second worst option. So you see Zero(0) advantages for me.

As I've come to understand it rules are divided into two sections, those enforced by the casino and those the player is meant to uphold.

Did you play with any bonuses while you were playing casino games?

No, I've only had one bonus on my account which was the first deposit bonus. As I indicated on the spreadsheet all games after the 18th was played without a bonus.

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

Hello,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Weltbet Casino to join the conversation and participate in the resolution of this complaint.

Dear Weltbet Casino,

Can you please clarify the specific reason for the casino's decision to confiscate the player's funds?

Kind regards,

Adam

Dear Adam,

Thank you for reaching out to us.

We’d like to explain the situation in more detail.

The player participated in a bonus campaign where both Bonus and General Terms and Conditions are applicable. Therefore, while going through them you can easily see that Sports bonus manipulation may consist of: 

(a) Placing bets listed as restricted gameplay in the specific promotion’s rules 

(b) Placing bets on opposite outcomes or repetitive bets 

(c) Placing bets on your real + virtual balance more than twice in a row 

(d) Increasing the balance and then changing the gaming pattern significantly (bet, game, type, bet structure, etc.) in order to complete the wagering requirements for the bonus 

(e) Making large bets leading to a substantial gain followed by a drop in bet size equal to or greater than 75% of the previous average bet size in order to complete the wagering requirements for that bonus. 

Please note each player must carefully review and familiarize themselves with both the Bonus Terms as well as our General Terms (where applicable), as each player agrees to them upon registration.

In this case, while the bonus was active, the player violated both points (c) and (e) which we mentioned above. After the bonus was converted and they requested a withdrawal, our team reviewed it and since the bonus rules were not followed, the wrongly accumulated winnings were accordingly voided.

Currently, the player's deposited amount is restored in their account balance, and they can use it as they see fit. 

Kind regards,

Weltbet Casino

Hello Weltbet Casino,

Thank you for the information provided and for explaining which rules were breached.

Can I ask you to confirm how the balance is displayed in the player's account - are the winnings from a completed bonus displayed to the player as a real money or as a bonus money balance?

Additionally, did the player make deposits after the bonus wagering was completed, and continue to play before the withdrawal was requested?

Kind regards,

Adam

Dear Adam,

Usually, when a player converts a bonus, the funds available afterwards can be withdrawn if they choose. However, before a withdrawal is processed, our relevant department runs internal checks on the player’s activity.

In this case, the review showed that the player’s activity breached our Terms and Conditions. As a result, the funds gained unfairly were removed, and the total amount the player had deposited was restored as real balance and is now available for them to use as they see fit.

To address your other question, the player made deposits after the bonus was successfully converted, however, only the winnings gained from the bonus campaign were voided.

Another thing we want to mention is that it is quite common for players to be unfamiliar with the Bonus and General Terms and Conditions. We strongly recommend that all players read and understand these rules before registering or taking part in bonus campaigns.

We believe this clarifies the matter.

Kind regards,

Weltbet Casino

Hello Weltbet Casino,

Many thanks for your response, but you have not addressed my first question - are the winnings from a completed bonus displayed to the player as a real money or as a bonus money balance?

Can I also request that you provide some evidence to support your statements, preferably the relevant history of wagers and transactions, so that we can see the amounts confiscated and how they have been accumulated? It can be sent to my email, adam.m@casino.guru.

Kind regards,

Adam

Dear Adam,

To address your query, please be advised that the funds were displayed as real balance after the bonus conversion.

When the player submitted a withdrawal request, our dedicated team conducted checks which established the breach of the bonus terms, hence the unfairly accumulated winnings were voided.

From there, the total deposited amount was restored to the player's game account, which we consider as a fair resolution of the matter.

Best regards,

Weltbet Casino

Hello Weltbet Casino,

Thank you for your response, but in order to be sure I understand the situation fully, I would like to once more ask you for the relevant histories as requested in my last post. According to the player, the situation is more complex, so it would be best to review exactly how the funds have been accumulated and which transactions have been made at which point. Are you able to provide the supporting evidence to my email, adam.m@casino.guru?

Kind regards,

Adam

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.

Dear mustaphaumar01,

I have tried to contact the casino repeatedly, but there has been no further reply. I’m afraid there is not much that can be achieved without cooperation from their side.

As the casino has failed to provide the supporting evidence requested, 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 might 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 contact the Curacao Gaming Authority (complaints@cga.cw) and submit a complaint to them. Please let me know how they respond (adam.m@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Adam