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hello casino guru

I requested on 6/3-2025 to be paid 8550dkk, which I had won via a bonus that was played through (I have a screenshot of them congratulating me that my bonus has been played through and the 8550dkk is now real money) I am being verified and believe the money is on its way. I have now been in contact with several "employees" on live chat and have written 7 emails to them, most of them say that it takes a little longer for the money to arrive. One of them has said that he apologizes for the longer processing time than normal. No one can tell me a normal processing time, but they excuse it by saying that it is the finance department that is difficult to get hold of. As a customer of theirs, it should not be my problem that they were difficult to get hold of. Can you help me?

hej casinoguru

jeg anmodede den 6/3-2025 om at få udbetalt 8550dkk, som jeg havde vundet via en bonus som blev gennemspillet (jeg har screenshot af at de lykønsker mig i at min bonus er gennemspillet og de 8550dkk nu er rigtige penge) jeg bliver verificeret og tror pengene er på vej. Jeg har nu været i kontakt med adskillige "medarbejder" på live chat og har skrevet 7 mails til dem, de fleste siger der går lidt længere så kommer pengene. En af dem har sagt at han undskylder den længere behandlingstid end normalt. Der er ingen der kan oplyse mig en normal behandlingstid men de undskylder det med at det er finansafdelingen der er svær at få fat på. Som kunde hos dem burde det ikke være mit problem at de var svære at få fat på. Kan i hjælpe mig?

Dear Donjon,

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


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

They have now removed my money and write that I have not complied with the rules at their casino? I have fulfilled what has been visible rules, (and which I have also submitted to you) do I have a congratulations that they convert my bonus coins to real money? I do not understand this and hope you can help me. That is a lot of money that I have honestly and fairly won at their casino.

De har nu fjernet mine penge og skriver at jeg ikke har overholdt reglerne på deres casino? Jeg har fuldt hvad der har været af synlige regler, (og som jeg også har indsendt til jer) har jeg en lykønskning af at de konverterer mine bonus coins til rigtige penge? Jeg forstår ikke det her og håber at i kan hjælpe mig. Det er mange penge som jeg ærligt og redeligt har vundet på deres casino.

Dear Donjon,

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.

I still haven't received my payout. I got a chat message saying I cheated and my bets were too big? -I've never heard of a casino where you can have too big bets(?) and they have therefore chosen to cancel my winnings? Welt casino is a complete scam, I should never have played there! I'm asking you at casinoguru to help me. For me, this is a lot of money that I need.

Jeg har stadig ikke modtaget min udbetaling. Jeg har fået en chat besked hvor de skriver at jeg har snydt og at mine indsatser var for store? -jeg har aldrig hørt om et casino hvor man kan have for store indsatser(?) og de derfor har valgt at annulleret min gevinst? Welt casino er helt igennem et scam, jeg skulle aldrig have spillet der inde! Jeg beder jer på casinoguru hjælp mig. For mig er det her mange penge som jeg har brug for.

Dear Donjon,

Would it be possible to forward your full betting history to nikolas.b@casino.guru for further review?

Please keep in mind that bonuses usually has a max bet rule and in case you have made bets over the limit, the casino has right to confiscate your winnings.

Awaiting your response.

Regards,

Nick

I’ll try to get Weltbet to mail my a full betting history, and then I’ll send it to Nikolas, I still feel like this is exactly what casino guru’s fair betting is about -why didn’t the machine not tell me that I would break the rules? -because they want me to break the rules so weltbet doesn’t have to "loose" money!! It’s a complete scam.

Hey casinoguru I have send you the screenshots of my betting history

Dear Donjon,

After carefully reviewing your betting history, we have confirmed that you placed multiple bets exceeding the maximum allowed limits.

Please keep in mind that most casino bonuses come with specific maximum betting limits. If a player breaches these rules, the casino reserves the right to confiscate any winnings generated from that bonus.

You can read it in their general terms: https://weltbet.com/pages/terms-and-conditions

If there is anything else we can assist you with, feel free to let us know.

Regards,

Nick

Thanks for the answer and for the investigation. No matter how and where the blame lies for the missing money, we must agree that it is not fair gambling for the casino to allow me to place bets that break the rules - or at least inform me about it!

good day

Tak for svaret og for undersøgelsen. Lige meget hvordan og hvorledes hvor skylden ligger for de forsvundne penge, så må vi kunne blive enige om at det ikke er fair gambling fra casinoets side at tillade mig at placere bets der bryder reglerne -eller i hvert fald informere mig om det!

god dag

Dear Donjon,

It would certainly be ideal if every casino automatically restricted bet amounts when playing with a bonus. Unfortunately, this is not yet an industry standard, and it remains the player's responsibility to monitor their bet sizes and adhere to the specific bonus conditions.

We will be now closing the complaint for the above explained reason.

Regards,

Nick