Welle Casino - プレイヤーの賞金は没収されました。

I received a cashback of 135$ at 30x wager with a max payout of 10x.

I met the 30x requirement and had 1800$. The casino confiscated 1630$ and left me 170$ in my account. After many back and fourths, and threats to go public and file official complaints, the casino acknowleded their error claiming it was a technical error. They gave me my $1350. (It's clear that they confiscared the 450$. $1800 minus 1350$ is 450$) That was expected and I don't dispute that.

Once the money was credited to my account, common sense dictates that the winnings of $1350 was mine to do with what I want. I could have withdrawn it or gambled it, right?

I proceeded to play the $1350 and and won 150$.

I then withdrew 1350$.

When I went back to play the 150$ remaining, my account was at zero dollars.

They stated that the maximum withdrawal amount was exceeded and they "held" the 150$. I dont know if this is a comprehension barrier, language barrier or if they are blatantly corrupt.

They had no right taking my 150$ and I want it back.

They list the process of filing a complaint on their terms and conditions and claim we coulg email cоmplaints@gaminglicences.com however what they don't tell you is that the email address does not exist.

Dear gpac2024,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Welle Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were you informed at any point that bonus terms and conditions persist after the wagering of the bonus is complete?
• Has the balance you continued to play with appeared as 'withdrawable'/ 'real money', or did it have any specific designation?
• Do I understand correctly that the 1350 CAD has been paid out to you successfully?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas, thank you for your question.

Initially, I was shocked when I met wager requirements om the 135$ cahsback and my $1800.00 was reduced instantly to $170. I did go to the T&C and I saw that I was eleigible to 10x my cashback amount. After back and fourth and a few days of asserting that I wanted my money, they admitted "technical" error, they gave me 1180$ (1350$ minus 170$) on my balance which was free to withdraw. I decided to play the 1180$ and brought it up to 1500$ I then made a withdrawal request for 1350$. When I refreshed my balance, I noticed my account was at zero. Yes, the money was withdrawal and clearly in my "money" account, and not locked in a bonus account, otherwise I would not have been able to withdraw it.

This is when I emailed them to inform them of a glitch. They wrote me back, always after a long wait, to tell me that according to the T&C, the max wins on a bonus was 10x. I explained that they already reduced my amount from 1800$ to 1350$. I asked them to show me in their T&C where it stipulates I cannot then gamble my winnings? They couldnt. They just repeated the same thing... I asked them if I was, by their definitnion of T&C allowed to wager the 1350$? They said, yes.

So I can wager my own money (thanks!) but if I win, they confiscate it? They said "yes'.

Makes no sense, and they don't want to understand.

Yes, I received my 1350$.

Thank you.

Thank you very much, gpac2024, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

I launched this complaint one week ago, it's very, very clear...I hope the casino is held accountable by means of an honest review and not another inflated review when a casino is this corrupt.

Hi gpac2024,

I've reviewed your case and understand the situation. I will contact the casino to facilitate a resolution. I'm inviting Welle Casino to join this conversation.

Welle Casino clearly demonstrates that they don't care. They refuse to accept the fact that they are in the wrong. I hope Casino Guru stands by the players and gives them a score appropriate to their deceiptful actions.

Greetings everyone, 

Thank you for the invitation to join the conversation and for your patience.

We would like to clarify the situation.

The client received a no-deposit bonus of 135 CAD. As stated in the bonus terms (attached below), the maximum amount that can be withdrawn from such a bonus is 10 times the original bonus amount. Any winnings exceeding this limit are held by Welle.

The client requested a withdrawal of 1350 CAD, which is the maximum allowable amount under these terms. Accordingly, the account balance was adjusted, as the winnings were generated through gameplay with funds from a no-deposit bonus.

Bonus Terms:

6. The maximum amount that can be won and/or withdrawn from any No Deposit Cash Bonus is 10 times the value of the bonus funds. For example, if a customer receives a No Deposit Cash Bonus of €50 and wins €1000, the customer will be able to withdraw €500 (€50 x 10), and the remaining €500 will be held by Welle.

Kind regards,

Welle Сasino Team

This makes no sense as I have stated 25 times.

once I reached the wager requirement, the casino reduced my winnings from 1800$ to 1350$.

That 1350$ becomes my money. I could play it or withdraw it!!!! I played it. I was at 1500$. I withdrew 1350$. They cannot confiscate another 150$!!!!!!!!!!!!!! Buy they did! I want my 150$

Hi all,

Thank you for your replies.

Dear Welle Сasino Team,

After wagering was finished, were the capped bonus funds of 1350$ transferred to the player's real money balance?

Yes, the 1350$ was transferred to my real money account. (It had been reduced from 1800$)

Dear Peter,

Yes, after meeting the bonus wagering requirements, the amount was transferred to the real money balance, making it available for withdrawal, up to a maximum of х10 the no-deposit bonus amount.

Kind regards,

Welle Сasino Team

Peter,

I’m glad they just acknowledged that.

my 1800$ was reduced to 1350$ — they REDUCED the eighteen hundred dollars to $1350 and that $1350 was now MY money.

I’m flabbergasted that this has gone on this long.

Are they suggesting that once they confiscate the 450$ (from 1800$ to $1350) I am obligated to withdrawal the 1350$

This is becoming more and more absurd by the minute.

this has been 3 weeks!!!!!

Hi all,

Thank you for your replies.

Dear Welle Сasino Team,

The player should receive their winnings in full, as bonus conditions shouldn't apply to the real money balance. If you insist on withdrawing the funds right after the wagering is finished, a clear pop-up notification is strongly recommended. Please note that our position is not subject to discussion. Please let us know if the player gets paid, and we will act accordingly.

Thank you for your fair assessment. I hope Welle demonstrates integrity and responds swiftly.

Hello everyone,

Thank you for your patience.

After discussing the matter with the Casino Guru, we have decided to make a one-time exception in this particular case.

We would like to inform you that a payment of 150 CAD has been processed by our finance department. The funds should be received within 5 business days.

Kind regards,

Welle Casino Team

Thank you, Welle Casino Team, for reconsidering and for your email. We appreciate that you showed interest in making positive changes on your platform in the future to support a fair and safe environment for the players.

Dear gpac2024,

Please let me know when you receive your funds.

Thank you. Peter. I will let you know. So far, I have not received the funds or any email that indicates funds are on the way.

Hi gpac2024,

Has there been any news?

Thank you, I received my funds. Appreciate your help, Peter. I will not be playing at Welle anymore considering their practices.

Dear gpac2024,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter