Wettenlive Casino - プレイヤーのアカウントはブロックされました。

I registered at the casino and received a €10 free bet (sports betting). I placed it and won the bet (approx. 2.1 odds less betting value approx. €11 won).

The money was, (I informed myself), exempt from any sales conditions. So I bet the money in the live casino and quickly made €130 (crazy time). Of this, I put 120€ on payout, completed the KYC procedure (successfully) and gambled away the remaining 10€. A few hours later I could no longer log into my account. I have written to customer service several times and have not received an answer (by email). Please help me. (I'm from Germany, but I don't get it registered with the complaint)

Ich habe mich bei dem Casino registriert und eine 10€ Free Bet(Sportwetten) erhalten. Die habe ich gesetzt und die Wette gewonnen (ca 2.1er Quote abzgl. Wettwert ca 11€ gewonnen).

Das Geld war,( habe mich informiert), von jeglichen Umsatzbedingungen befreit. Also habe ich im Live Casino das Geld gesetzt und recht schnell 130€ gemacht (Crazy Time). Davon habe ich 120€ auf Auszahlung gesetzt, das KYC Verfahren gemacht (erfolgreich) und die restlichen 10€ verspielt. Wenige Stunden später konnte ich mich in mein Konto nicht mehr anmelden. Den Kundenservice habe ich mehrfach angeschrieben und erhalte keine Antwort( per Mail). Bitte helfen Sie mir. (Ich komme aus Deutschland , aber kriege es nicht eingetragen bei der Beschwerde)

Dear EAPogbaa,

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.

Do you happen to know if anyone within your immediate vicinity or social circle has ever redeemed a free bonus from this particular casino before? I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved. Therefore, it would be helpful to rule out any potential conflicts or complications that could arise from previous bonus redemptions by others in your vicinity. Looking forward to hearing from you.

Thank you in advance for your reply.

Best regards,

Petronela

hey,

no, not that I know of.

This is my first time signing up and no one in my household plays at casinos except me.

Best regards

To R********

Hey,

nein, nicht dass ich wüsste.

Ich habe mich erstmals da angemeldet und in meinem Haushalt spielt niemand in Casinos außer mir.

Mit freundlichen Grüßen

Til R********

EAPogbaa, could you please forward proof of successful account verification to petronela.k@casino.guru? Thank you very much in advance.

I did, thank you.

However, I never got a proper confirmation email.

Habe ich getan, vielen Dank.

Allerdings habe ich nie eine richtige Bestätigungsmail bekommen.

Player's email and screenshots:

Ladies and Gentlemen

Attached are the only emails I received from my WettenLive account. I never got a proper confirmation email.

Best regards

To R********

Player's email and screenshots:

Sehr geehrte Damen und Herren,

anbei die einzigen Emails, die ich von meinem WettenLive Konto erhalten habe. Ich habe nie eine richtige Bestätigungsmail bekommen.

Mit freundlichen Grüßen

Til R********

Thank you, EAPogbaa, for your email. It seems as if the KYC verification hasn't been completed after all.

Do you happen to know if anyone within your immediate vicinity or social circle has ever redeemed a free bonus from this particular casino before? I am asking because there have been instances where individuals within close proximity or with shared IP addresses have been flagged for bonus abuse or fraudulent activity, even if they were not directly involved. Therefore, it would be helpful to rule out any potential conflicts or complications that could arise from previous bonus redemptions by others in your vicinity. Looking forward to hearing from you.

Hi,

no, there is nobody in my immediate vicinity who has already received a free bonus from Wettenlive.

yours

Hi,

nein, es gibt niemanden in meiner unmittelbaren Nähe, der/die schonmal einen Gratisbonus von Wettenlive erhalten hat.

Yours.

The case has been summed up incorrectly.

I played with the €11 and thus won €120 to withdraw.

I never paid into it.

Der Fall ist falsch zusammengefasst worden.

Ich habe mit den 11€ gespielt und somit 120€ zur Auszahlung gewonnen.

Ich habe da nie eingezahlt.

You never placed a real money deposit, is that correct?

and.

ja.

Yes

Could you please forward a screenshot of your bonus history? Please understand that if all your winnings were accumulated from a sports-related free bonus we won't be able to analyze it properly as we do not deal with sports betting-related issues.

I can not log in. So I can't access my bonus history.

Ich kann mich nicht einloggen. Somit komme ich nicht an meinen Bonusverlauf.

I have now received the payment confirmation. Hope the money gets into my bank account. It was supposedly an "internal audit".

Ich habe die Auszahlungsbestätigung nun erhalten. Hoffe, dass das Geld auf meinem Bankkonto ankommt. Es war angeblich eine „interne Prüfung".

Great news. Hopefully, everything will work out now. Please keep me informed.

Dear EAPogbaa,

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.

I received the money, thank you

Das Geld habe ich erhalten, vielen Dank

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, EAPogbaa, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru