Yeah they did fix it although it seems to bug out kinda often but overall i'm very satisfied so far. I did play a bit more and i've upped my total winnings to 19k total.
Gotta wait till end of the month to withdraw the rest 9k and then write a positive review
What kind of games do you usually play there?
Surely keep us posted about how it goes, please.
I play slots, 99% of the time.
Currently placed another withdrawal request, i've received 10k so far and i'm waiting for another 16k (i played more and was lucky)
I see you are very lucky. ☘️
After this kind of streak I would probably quit for some time in the casinos because I think you can't have luck always and it is pointless to be greedy and want to have always more. Sometimes it backfire and it is the opposite side.
But congrats to all your achievements and wins, hope you will do good also in the future. 😀
Give us update on how withdrawals are going. 🙂
Yeah i'm being lucky atm.
Of course i know that the casino always wins in the long run and i thank you for being protective, i appreciate it.
Withdrawals are going fine. Never had any issue. I have also levelled up and they're taking around 5h max to process. All is going well
Great, let it continue in the same way and I believe that you will take care of it so that you will benefit as much as possible from the money you win.☘️
Is there a reason why I’ve been ignored by the Welle Security Department for the past FOUR DAYS? The matter at hand is extremely serious and clearly stems from a mistake made by Welle Casino and its payment provider.
I already attempted to file a complaint with Casino Guru, but was informed that they cannot assist with this legal issue. I then sent two emails to Casino Guru, which so far remain unanswered.
Is there a reason for this lack of response?
I am simply asking for help — specifically, that Welle Casino contacts me and assists in resolving a problem that was 100% caused on their end.
Once again, I respectfully ask for your support.
Hello,
Sadly, that's true. I also responded to your email. If the matter is based on legal aspects, please contact a lawyer, because we will not be able to assist.
"Step 2: Initial complaint analysis
All new complaints get processed by a complaint specialist from our first response team, which is dedicated to assessing new complaints. This specialist quickly assesses the situation and decides whether the complaint meets our criteria for being published. Generally, we publish all complaints received by players, unless it's clear that the complaint:
8.… deals with issues related to payment providers or game providers."
Hi Radka,
I already replied to your email, but I still have a question that I believe should be openly discussed.
The issue is clearly related to Welle Casino. How can it not be considered connected to the casino when my winnings were paid out from a private bank account—an account now associated with money laundering? As a result, I am now also beeing accused.
All I am asking is for the casino to confirm that the funds I received were in fact legitimate casino winnings. Nothing more. I don't think that is too much to ask, considering what I am currently going through.
However, I have now been completely ignored for four days. No one is responding anymore. How can this not affect the rating of the casino, especially when every other user could potentially face the same risk? I truly need an explanation for that.
Hello,
if you don't mind, I won't respond to your emails because, as you said, it is preferable to clear that openly, and I agree with that.
To be clear, if we can't address your concern, which we can not, it won't be investigated, my colleagues won't decide, and it won't affect the Safety Index. We are not an official banking authority or licensing authority; hence, we just can't investigate payouts or payment providers. I'm sorry.
Although I understand that it is often difficult to accept, the Safety Index relies on proven failures rather than precautions. Such an isolated legal case does not have much in common with the casino's Safety Index, I'm afraid. To the best of my knowledge, you have received payment. Essentially, the main purpose of the Safety Index is to determine whether the player will receive payment.
Your forum posts may serve as a warning for anyone who eventually spots similar signs, I guess.
I have no idea who accused you of money laundering, but next time it could perhaps be safer to play only in casinos licensed by the GGL, I guess.
I sympathize, but we can't help you with this. Turn to the lawyer, please. This is indeed a serious matter and should be escalated.
Hi Radka,
Your statements make perfect sense, and I understand your point of view. However, don’t you think it is the casino’s responsibility to ensure that their payment providers are completely secure, so that situations like the one I’m facing don’t happen in the first place?
I was officially contacted by the police, which is why I immediately involved a lawyer.
Let me repeat myself clearly:
All I am asking from Welle is an official confirmation that the payout I received was legitimate casino winnings. Additionally, I would appreciate being provided with a contact person for the payment provider that caused all of this.
Honestly, Radka – is that really too much to ask?
I’ve been waiting for five days now and haven’t received any response. I had hoped that Casino Guru might at least be able to help facilitate communication. I understand that you are not obligated to do so, but considering the seriousness of the issue, I thought it might still be possible.
That’s all I’m asking.
Now I just need to know if you can help me with this – or if you won’t.
As I said, I would be more than grateful.
Best regards
Thank you for your follow-up.
I understand what you are asking from the casino. Demanding such a document is far beyond the casino's terms and rules, which are our primary concern.
The way I see it, you are under suspicion from a third party or authority, not the casino. That's a completely different scope.
I hate to repeat myself, but you should consult a lawyer.
We are unable to investigate the legal matter. Hence we stated in the complaint instructions that we do not investigate casinos payment providers; we have no tools or authority to do so. The same applies to the moral implications of this question. We are not aware of what and how it happened to you and we are in no position to find out.
Are you aware of any lawyer you may ask for consultation?
There is a specific forum thread focused on legal cases, mostly against casinos, but I guess you can try to find some tips there.
https://casino.guru/forum/casinos/execution-pokerstars--apparently--payment-is-not-voluntary
Frankly, there noting else I could do for you
Hi Radka,
As I mentioned before, I’ve already hired a lawyer to handle the legal aspects of this matter.
So, according to your assessment, the casino is not responsible for the payment providers they choose to work with? And if these payment providers, for example, refuse to pay out my winnings or cause issues like the one I’m currently facing, the casino has no obligation to help me? Because if that’s the case, then technically any casino could just say the payment provider didn’t process the payout, the player gets nothing, and the casino walks away without responsibility because it’s all on the payment provider?
Let me repeat myself again – I do not expect Casino Guru to provide me with any legal support. I wouldn’t even have contacted you if the Welle Casino had simply followed up with me. But since I’ve now been completely ignored and left without help for a problem that was clearly caused by Welle Casino (or their payout partner), I thought I’d reach out to Casino Guru to ask if you could help me re-establish contact. That’s all I’m asking.
All I would like is for you to kindly ask Welle Casino to get in touch with me again and resolve the matter via email.
The last message I received from Welle Casino ended with the following:
"Please rest assured that any documents you provide will be treated with the utmost confidentiality and used solely for the purpose of cooperating with the authorities to help resolve this matter.
We appreciate your cooperation and remain committed to supporting you through this process."
Since that message, I haven’t heard back – it’s been 5 days now. That’s the only reason I contacted you.
If you are not able – or willing – to help me simply with this request to reinitiate contact, then I might not understand why, but I will have no choice but to accept it.
I honestly believe I have covered it all by now.
As I explained to you per email, the complaint process is not a way to gain access to our contacts. We can't get you in touch with the casino. We can't share any contacts with you.
I'm sorry we could not help you out.
Hello, and thanks.
Since we know each other quite well, I have a small favor. This is not Instagram.
Could you please write your post just like a person you are so we can talk about it? From this "assessment," I have no idea what you learn or what happens to you directly.
It's hard to respond to something like this.
I don't know what is the problem exactly if it was well written!!! But anyway I have deleted it.
Hello, this is Radka. Do you remember me? You do not have to act like this. We are past that, I believe.
Please focus on what I wrote to you. In my opinion, you completely misunderstood me. You have now removed the "instagram post". I suggest we focus on your experiences at this specific casino; could you please share them with me? I'm here to help.
Will be back on Monday, see you later.
Do they have the right to close the account only for 7 days despite of requesting to close it permanently due to gambling addiction on live chat?
Hmm,
It is usually not about having the right to do something, but rather about the precise situation and a fair approach. So, I lack any details about what occurred. Hard to say.
If you follow the terms and reported your gambling problem specifically as stated in the rules, I would say the point of permanent self-exclusion due to gambling addiction is to close the account permanently.
How specifically did you announce the request, and what response did you get, please? What happened after that? you see, the more details you provide, the better your chances of finding the ideal approach.
Since you admitted the problem, are you getting any help? You know, work and the gym you mentioned in the other thread are a good start, but perhaps a professional will help you avoid gambling more effectively, so you don't have to worry about similar questions. Eventually.
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