Complaint #2 WeltBet Casino

Withdrawal rejected several times

By Segun A.

5 years ago

My withdrawal has been rejected for over a month now, firstly it was because of rollover after I met up with the rollover, they reject again for no reason or any information why my withdrawal has been rejected. I tried resolving the issues with them so they can tell me what is wrong, I get nothing or email reply from the site, the customer care operator has no information on it too and they have completely ignored me.

Disputed Casino WeltBet Casino

Reason Declined payment

Amount $403

Discussion

AskGamblers

• Support Team

1 year ago

Dear @ak11211,

The AskGamblers Complaint Team is kindly asking you to update your complaint and clarify whether you have cancelled your payment and played off your funds. Please note that in case you fail to respond within the given timeframe we will consider your case rejected and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

WeltBet Casino

• Representative

1 year ago

Dear Valued Customers,

At Weltbet we are committed to maintaining transparent and fair practices for all our customers. We received a complaint concerning a rejected withdrawal, and we would like to clarify the situation to ensure that our customers are well-informed.

Case Overview: A user reported difficulties in withdrawing $403. Initially, the user acknowledged that the withdrawal was rejected due to an incomplete rollover requirement. After completing the rollover, the user claimed that subsequent withdrawal attempts were rejected without explanation and that our customer support failed to respond to their communications.

Our Findings: After a thorough review of the case, we have determined the following:
1. Rollover Completion: The user's initial withdrawal request was rightfully rejected because the required rollover had not been completed. This condition is clearly outlined in our Terms and Conditions.
2. Know Your Customer (KYC) Requirements: After the rollover was completed, the user was required to complete the KYC process before withdrawing their funds. This is a standard procedure to ensure compliance with regulatory requirements and to protect all our customers from fraud.
3. Communication Efforts: Our records indicate that we sent a total of six emails to the user between April 20th and May 24th, 2021, detailing the steps needed to complete the KYC process and withdraw their funds. These emails were read by the user, as confirmed by our system logs. Unfortunately, we did not receive any responses from the user to these communications.
4. Final Outcome: Despite our multiple attempts to assist the user, no further action was taken by them to complete the withdrawal process. Subsequently, the funds in question were used by the user in the casino, as evidenced by our system records.

Conclusion: This situation highlights the importance of completing all necessary procedures, including the KYC process, to ensure a smooth withdrawal experience. We regret any confusion or inconvenience experienced by the user but must emphasize that we provided clear instructions and multiple opportunities to resolve the issue.
Our commitment to our customers includes maintaining open lines of communication and ensuring that all transactions are conducted in accordance with established policies and regulatory requirements. We encourage all users to respond promptly to any communications from our team to avoid similar issues in the future.
Thank you for your understanding and continued trust in us.

Sincerely,
Weltbet

AskGamblers

• Support Team

1 year ago

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.

AskGamblers

• Support Team

5 years ago

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

WeltBet Casino Complaint Stats

Resolved 1 / 1

Avg. Amount N/A

Avg. Complaint Duration 4 days

Avg. Response Time 2 days

WeltBet Casino Complaints

See all complaints for this casino

I can't get my money i wait for withdrawl over 15 days they don't even respond to my emails

Hello,

This casino has changed its operators and from that moment nothing is same as before.

Firstly, I tried to enter my account on which I have left around 400euros to play with for casino for fun play because I was using a lot weltbet before it changed its platform.

I had difficulties with that part too. They told me that I have never had an account with them, although they were wrong and they found my account and apologiezed that it was their mistake and returned my balance of 420euros as I remember from the first site owner to the site operator that operates now.

I received my money played some blackjack, roulette, and put some sportsbets and wanted to make a withdrawal.

I made my first withdrawal like 15 days ago as I remember. First withdrawal was rejected because "their system rejected the withdrawal," which to me was already suspicious, but I said they are new they can make mistakes.

I played for a while after that and made another withdrawal of 150euros like 7-10 days ago.

I'm still waiting for my funds to arrive. The problem is when I ask them on live chat what is happening, they always don't respond and like I'm talking to bots tell me that they have like "way too much volium of requests"

I have sent them 10 emails and contacted them 10 times on live chat, on emails they dont even respond to me and on live chat they tell me the same thing over and over again that they are working on it and because of too many request they haven't paid me.

I feel worried for my funds AskGamblers, please help me.

Resolved

Account was blocked and money was gambled away

I had a payout of 5000 euros... I tried to log in and it didn't work! It said User does not exist! Tried to write with live chat! They told me to try recovering the password. Standing there doesn't work! I took screenshots, everything is there. It wouldn't work because the support team changed my email! That's why I couldn't login or recover my password! In the chat they said to wait until tomorrow morning! That was 12:50 a.m.! At eight o'clock I was able to recover my password with a bang! And I see that my last withdrawal was declined. And all the money was gambled away in the casino! With bets of 1000 2000 3000. I don't know what exactly was bet on!!! I don't really know about online casinos! In the chat they say, the team claim I changed everything myself! Wrote to chat where all my money was wasted. With a rejected payment it is 12780 euros! No one knows why it was rejected! [email protected] obviously ignores me. There is a phone number on their website! Which of course doesn't belong to them!!! That's not fair! Man must be able to do something! There must be justice! Now my account is blocked! chat can only be reached with vpn! They changed my email address again! I can't recover passwords!

Rejected

€12,780