Welle Casino - アカウントが確認されたにもかかわらず、プレイヤーの引き出しがブロックされています。

I am submitting this complaint regarding Welle Casino.

My account is fully verified (identity and payment method verified), and my balance is available for withdrawal.

However, the withdrawal function remains disabled with a system message stating:

"Your limit is exhausted, limit update [date]."

The "limit update" date changes periodically (e.g., 23/01/2026, 25/01/2026, 29/01/2026), yet the withdrawal remains blocked. This appears to be a rolling restriction rather than a standard daily or monthly limit.

There is no clear explanation in the withdrawal policy that justifies this behavior.

Additionally, I formally requested in writing that the operator provide details of their Alternative Dispute Resolution (ADR) entity. The response received did not address this request and instead referred only to their licensing badge.

At this point:

- The account is verified.

- Funds are available.

- Withdrawal remains blocked.

- ADR details have not been provided.

I am requesting clarification and assistance in resolving this matter and enabling withdrawal of the available balance.

I can provide supporting screenshots and email correspondence upon request.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear FairPlayer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Have you accumulated your winnings with or without an active bonus?

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you very much in advance for your reply.

Best regards,

Attila

Dear Attila,

Thank you for your message.

To the best of my recollection, I do not remember having made any successful withdrawals from this casino in the past.

Additionally, the winnings that are currently blocked were accumulated without any active bonus.

Please let me know if you need any further information.

Kind regards,

FairPlayer

Dear FairPlayer,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Barbora (barbora.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Attila

Dear player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Welle Casino representative to join this conversation.

Dear Welle Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

Thank you for your inquiry.

According to our project rules, in order to request a withdrawal, it is necessary to fulfill the wagering requirement of x3 the deposited amount.

On 12.12.2025 at 11:58 UTC, the client made a deposit of €40. Therefore, to be eligible for withdrawal, the client was required to place bets totaling at least €120.

According to our system data, after making the deposit, the total amount of bets placed was €29.6, which does not meet the established wagering requirement. For this reason, a withdrawal request cannot be processed at this time.

This information was also previously communicated to the client.

We recommend that the client complete the wagering requirement, after which they will be able to submit a withdrawal request in accordance with the platform’s rules.

If you have any further questions, we will be happy to assist you.

Dear Welle Casino and Casino Guru Team,

Please find attached screenshots from my slot history on 12 December 2025.

As shown in the visible history, there are approximately 100 pages of betting activity at €0.40 per spin after the €40 deposit.

This equals roughly 1,000 spins and approximately €400 in total wagering.

The wagering requirement was 3x deposit (€120).

Based on the visible account history, the requirement appears to have been clearly exceeded.

Kindly provide the official backend wagering calculation explaining how the total wagering was calculated as €29.6.

Thank you.

Dear Client,

Please pay close attention to the timestamps shown in your screenshots.

In screenshot 2, the win of €1920.40 was received at 12:01 PM. In screenshot 3, the bets were placed at 11:21 AM, and in screenshot 4 at 11:08 AM.

Therefore, the bets reflected across the 100 pages in your Bet History were placed before this win was credited.

The first page of the Bet History displays the most recent bets, which were placed after the win and occupy only one page.

To verify the correct number of bets placed, it is necessary to identify the time of your last deposit and calculate all bets made after that moment. Alternatively, you may contact our project’s support team, and you will be provided with this information, including the exact remaining wagering requirement.

We hope this explanation clarifies the situation.

Kind regards,

Welle Casino

Dear Welle Casino,

Thank you for the clarification.

Unfortunately I do not have the exact timestamp of the deposit available in my payment statements.

According to your previous message, the deposit was made on 12.12.2025 at 11:58 UTC.

Could you please confirm this exact timestamp and provide the full list of bets placed after that time according to your system?

This will help clarify how the wagering amount of €29.6 was calculated.

Thank you.

Dear Client,

The history of requested bets has been sent to the email address you provided.

Kind regards,

Welle Casino

Dear Barbora,

Welle Casino has contacted me directly by email and sent me a file containing my account activity log.

For transparency, I am attaching the file they sent so that it can also be reviewed here.

According to the file, the deposit was made on 12.12.2025 at 11:58:52, and the first bets after the deposit appear shortly after that time.

Could you please help verify whether the casino's calculation of €29.6 total wagering after the deposit is correct according to the log they provided?

Thank you very much for your assistance.

[link hidden by Casino Guru Team]

Dear Welle Casino,

Thank you for your response and for providing the activity log to the player.

According to your previous statement, the player was required to complete wagering of 3× the deposited amount (€40), which means a total wagering requirement of €120 before being able to request a withdrawal.

After reviewing the activity log shared by the player, it appears that multiple bets were placed after the deposit made on 12.12.2025 at 11:58:52, including a sequence of €0.40 bets prior to the win of €1920.40.

Could you please clarify how the €29.6 total wagering after the deposit was calculated and specify which bets were included in this calculation?

Additionally, could you please confirm:

• how much total wagering has been counted so far, and
• how much wagering remains for the player to complete before the withdrawal function becomes available?

Finally, please confirm that once the total wagering reaches €120, the player will be able to request a withdrawal in accordance with your rules.

Thank you in advance for your clarification.

Hello,

I will be happy to assist you with the calculations. In general, this calculation is automated, and the support team has access to it and can share the results with the customer upon request. However, there is no reason why we cannot go through it here as well.

Only the bets placed after the customer’s deposit — to which the x3 rule applies — are taken into account. The winnings from these bets are not included in the calculation. As we can see from the file provided, after the customer made the deposit, 74 bets of €0.40 each were placed.

If we multiply 74 by 0.40, we get a wagering turnover of €29.6.

To calculate the remaining wagering requirement, we subtract the amount already wagered from the total required turnover. As established, the total turnover required is €120, while €29.6 has already been wagered.

Therefore, €120 minus €29.6 equals €90.4. This is the remaining amount in bets that needs to be placed in order to successfully request a withdrawal. This can be completed either through multiple bets of €0.40 each or with a single bet of €90.4. Or any other bet denominations that together result in the required turnover amount.

Please note that this calculation is based on slot gameplay. For other types of games, the wagering contribution may be calculated differently. You can review this clause in the Terms and Conditions of our project.

And yes, you are absolutely correct — once the turnover of €120 is reached, the customer will be able to request a withdrawal. Please also note that this rule is not an exception for this particular customer; it applies equally to all customers for each individual deposit.

Kind regards,

Welle Casino

Dear Barbora and Welle Casino,

Thank you for the clarification and for explaining how the wagering amount was calculated.

As I understand from your message, €29.6 of wagering has been completed and €90.4 remains in order to reach the required total of €120.

Before I proceed, I would just like to confirm one point:

If I complete the remaining €90.4 wagering using slot games (which count 100% toward wagering), will I then be able to request a withdrawal of my balance according to your rules?

Thank you for confirming.

Dear Barbora and Welle Casino,

Thank you for the clarification regarding the wagering calculation.

Before proceeding, I would like to mention another issue that I have been seeing in my account for quite some time. The system continuously displays the message:

"Your limit is exhausted – limit update [date]".

The date shown there keeps changing every day to the current day. For example, today it shows "limit update 2026/03/06", but on previous days it displayed the corresponding date of that day.

I would also like to clarify that I have not made any withdrawal, nor have I attempted a withdrawal for quite a long time.

Since I will need to request a withdrawal after completing the remaining wagering, could you please confirm that this message will not prevent me from withdrawing my balance once the wagering requirement reaches €120?

Thank you for your assistance.

Dear FairPlayer,

Thank you for your message and for bringing this to our attention.

Although the casino has confirmed that the withdrawal should be possible once the wagering requirement is completed, the message displayed in your account regarding the exhausted limit may understandably raise concerns.

Dear Welle Casino,

Could you please clarify whether the message "Your limit is exhausted – limit update [date]" represents any additional withdrawal restriction, or confirm that it will not prevent the player from submitting a withdrawal request once the wagering requirement is completed?

Thank you in advance for your clarification.

Hello.

It is difficult to say why this particular message appears for the client, but I can assure you that it has nothing to do with this complaint. 

The functionality should work correctly when the client's turnover reaches the required amount, and the withdrawal will be opened.

A more thorough analysis was conducted on this client, and one issue arose that caught the attention of the AML officer.

The client provided an incorrect address during registration.

During registration, the client provided one address, but during verification in the SumSub verification system, they provided a completely different residential address and confirmed it with the relevant document.

Dear customer, please comment on this discrepancy.

Kind regards, 

Welle Casino

Dear Barbora and Welle Casino,

Thank you for your response.

Regarding the address difference mentioned by the casino, the address used during registration was my previous address. I have since moved to a different street, which is why I provided my current address during the SumSub verification process together with the supporting document.

There was no intention to provide incorrect information; the difference simply reflects my change of residence.

Regarding the message "Your limit is exhausted", I understand from the casino's reply that this message should not affect the withdrawal once the wagering requirement is completed.

Please let me know if any additional clarification or documentation is required.

Thank you.

Dear FairPlayer,

Thank you for clarifying the discrepancy regarding your address and explaining that it was due to a change of residence.

Dear Welle Casino,

Thank you for your response.

Could you please confirm whether this address difference has any impact on the player’s ability to withdraw their funds once the wagering requirement is completed?

Additionally, please confirm that once the remaining wagering requirement of €90.4 is fulfilled, the withdrawal function will become available to the player without any further restrictions.

Thank you in advance for your clarification.

Following the clarification of the situation and considering that a valid proof of new address has already been provided and verified on the verification platform, the client’s address details are updated accordingly in their profile.

Additionally, once the wagering requirement has been fully met, the client will be eligible to submit a withdrawal request.

Thank you for your understanding.

Sincerely,

Welle Casino

Dear Welle Casino,

Thank you for your response and for confirming that my address has been verified.

Before proceeding with completing the remaining wagering requirement (approximately €90), I kindly ask you to clearly confirm the following:

Once the wagering requirement is fully completed, will my current balance of €1920 become fully withdrawable without any further restrictions, conditions, or additional requirements?

Please confirm that:

No additional wagering will be required

No further verification or documentation will be requested

No limits, deductions, or bonus-related restrictions will be applied

The withdrawal will not be delayed or subject to further review beyond standard processing

Additionally, for transparency and to avoid any further misunderstandings, I will record the full wagering completion process as well as the withdrawal request. This is only to ensure that everything is properly documented on both sides.

I would appreciate a clear and direct confirmation so I can proceed accordingly.

Kind regards

Dear FairPlayer,

Thank you for your message.

I understand that you would like to have full clarity before proceeding with the remaining wagering requirement. That is completely understandable, especially given the amount involved.

However, please keep in mind that casinos are generally not able to guarantee that no additional verification or standard reviews will take place, as they are required to follow regulatory and AML procedures when processing withdrawals.

That said, based on the casino’s previous confirmation, once the remaining wagering requirement of €90.4 is completed, you should become eligible to submit a withdrawal request in accordance with their rules.

Dear Welle Casino,

Thank you for confirming that the player’s address details have been updated successfully.

Could you please reconfirm that once the wagering requirement is fully completed, the player will be able to submit a withdrawal request, and that no additional wagering requirements will be applied to the current balance?

Thank you in advance for your clarification.

Hello!

After fulfilling the wagering requirement, the client can submit their remaining gaming balance for a withdrawal request without any additional wagering requirements.

Sincerely,

Welle Casino

Dear FairPlayer,

based on the casino’s latest statement, you may now proceed with completing the remaining wagering requirement of approximately €90.4. Once this requirement is fulfilled, you should be able to submit a withdrawal request for your balance in accordance with the casino’s standard procedures.

Please keep us informed once the wagering has been completed and the withdrawal request has been submitted, so we can continue monitoring the case if needed.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear FairPlayer,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Barbora