Account was blocked and money was gambled away

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that WeltBet Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case rejected and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Dear Valued Customers,

At Weltbet we prioritize transparency and fairness in all our operations. We received a complaint from a user regarding account difficulties and withdrawal issues, and we wish to address the situation clearly and comprehensively.

Case Overview: The user reported issues related to logging into their account, a blocked withdrawal request, and concerns that their funds were gambled away without their consent. The user also raised a concern about their email being changed and accused our customer support team of unprofessional conduct.

Our Findings: After a thorough investigation, we have identified the following:

Withdrawal Request: The user attempted to withdraw a sum that exceeded the weekly withdrawal limit of 5,000 EUR, which is clearly stated in our Terms and Conditions. The user's withdrawal request was therefore declined in accordance with our policy.
Log-In Difficulties: Upon reviewing our system logs, no issues or unsuccessful login attempts were detected. The user’s account was accessible at all times during the period in question.
Email Change Allegation: Our customer support agents do not have the authority to change a user's email without their explicit consent. No evidence supports the claim that any unauthorized changes were made to the user's account details.
Account Activity: The user’s account activity showed a series of bets, including high-stake wagers, which appear to have been placed over several hours. The full activity shown in our system, not only the screenshots provided by the user is consistent with the use of the autoplay feature on slot machines. We believe that the user may have unintentionally left the autoplay feature on, which led to the depletion of their funds.
Customer Support Accusations: We want to assure all our users that our customer support agents are held to the highest standards of professionalism and integrity. No one on our team would ever misuse a customer’s account or funds.
Conclusion: The issue raised by the user appears to stem from a misunderstanding of our platform’s features, specifically the autoplay function, and a lack of familiarity with our withdrawal policies. We encourage all users to thoroughly review the Terms and Conditions upon registration and familiarize themselves with the platform's functionalities to avoid such misunderstandings.

We sincerely regret any confusion or inconvenience caused to the user. As always, our support team is available to assist with any questions or issues, ensuring that all users have a safe and enjoyable experience on our platform.

Thank you for your continued trust in us.

Sincerely,

Weltbet

Dear all,

Kindly be notified that this complaint is being reopened following the declared willingness on behalf of WeltBet Casino management to do everything within their power to resolve their outstanding AGCCS cases. The AskGamblers Complaint Team will gladly assist by giving any of these old cases an additional chance for a successful resolution.