Weltbet Casino - 選手の退会が遅れました。

Hey, at weltbet I had several problems. It all started with an eternal kyc process until I was even able to pay out. After that, weltbet even wanted to have screenshots of something just to put me off. When I asked the support at some point because it can take weeks by email before they get back to me if I was verified and he said yes. So far so good. The payment was then rejected 5-6 times because there was always something wrong with the form with this and that. For 2 weeks they have not been in touch at all, although they have assured live support that the money will come. Unfortunately, I only have screens from email support and not from live support

Hey, bei weltbet habe ich mehrere probleme gehabt. Es hat alles erstmal mit einem ewigen kyc verfahren angefangen bis ich dann überhaupt auszahlen konnte. Danach wollte weltbet sogar nochmal screenshots von irgendwas haben um mich einfach hinzuhalten. Als ich den support irgendwann mal gefragt habe weil es per email wochen dauern kann bis die sich wieder melden ob ich verifiziert sei und er meinte ja. Soweit so gut. Die auszahlung wurde dann aber 5-6 mal abglehnt weil immer irgendwas war mit dem formular mit dies mit jenes. Seit 2 wochen melden die sich gar nicht mehr, obwohl die im live support versichert haben dass das geld kommen wird. Leider habe ích auch nur screens vom email support und nicht vom live support

Dear Pahsi,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that the withdrawal is still pending inside your account without being processed? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed, but almost a month is unusually long time.

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

Best regards,

Petronela

The payout has been processed several times but always aborted for another reason, meanwhile I'm really at a loss as to what to do

Die Auszahlung wurde schon öfter bearbeitet aber immer abgebrochen wegen einem anderen Grund mittlerweile bin ich echt ratlos was ich machen soll

Thank you very much, Pahsi, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello Pahsi,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Weltbet Casino to join the conversation.

Dear Weltbet Casino,

Can you please provide some information regarding the player's withdrawal delay?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Pahsi,

Unfortunately, although I contacted the casino numerous times, they have not replied back to me, and there has been no further progress even after 2 weeks time. There is not much that can be done now without the casino's cooperation, and sadly, we are forced to close the complaint as unresolved. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

I recommend you contact the Gaming Curacao Authority (complaints@gaming-curacao.com, complaints@gaminglicences.com , certria@gaminglicences.com) and submit a complaint to them. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend that you take a moment and read a review of each casino before you start playing in the future and only play in licensed casinos with a good rating.

Best regards,

Michal

Casino.Guru

We’ve reopened this complaint at the request of Weltbet Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Michal,

Please note that we’re re-opening this complaint in order to clarify that at the time Pahsi had multiple withdrawal requests, and they have all failed due to various reasons - incorrect payment details, missing or incomplete KYC documents.

Note that the user was in touch with us trough the course of the withdrawals, and was made known about the reasons for the failure.

Best regards,

Weltbet Casino team

Thank you for your response, Weltbet Casino team.

Dear Pahsi,  

I acknowledge that a significant period has elapsed since you submitted your complaint. However, according to the casino team's response, your withdrawal process has been delayed due to incomplete KYC verification. The team has outlined the necessary documents you need to submit, yet it appears that these have not been provided. Could you please clarify the reasons for this oversight?

Dear Pahsi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear Pahsi,

Although it seems as though the issue has been clarified, as we haven't had a further response from you to confirm this, or if you need any further assistance, we are, unfortunately, forced to reject this complaint. I would like to thank the casino team for their cooperation.

Don’t hesitate to contact us, Pahsi if you run into any issues with this or any other casino in the future and we will try our best to help.

Best regards,

Michal

Casino Guru