Weiss Casino - La cuenta del jugador se ha cerrado inesperadamente.

Won about 250,000 sek at casino Weiss.bet yesterday. Requested a withdrawal of 500 € (about 5,500 sek). The next time I logged in to see if the money had been transferred, my account was blocked. Emailed customer service and live support and was told that they had closed my account because I had deposited money with someone else's card. I have had the same account there the whole time and it is my account.

Vunnit ca 250000 sek på casino Weiss.bet igår. Begärde ett uttag på 500 € (ca 5500 sek) . Nästa gång som jag skulle logga in för att se om pengarna hade överförts så var mitt konto blockat. Mailade kundservice och live support och fick där besked att dom stängt ner mitt konto för att jag skulle ha satt in pengar med någon annans kort. Jag har haft samma konto där hela tiden och det är mitt konto.

Dear Mackaper,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. To better understand your situation, could you please provide us with the following details:

• How many payment methods or payment cards have you used to deposit money into your casino account?
• Could you confirm if all the payment methods used for deposits are indeed registered under your name?
• Have you provided any documentation to the casino to verify your identity?

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

Thank you in advance for your reply.

Best regards,

Veronika

Please note that Casino.Guru will never request payments or ask for access to your accounts. If anyone claims to be a Casino.Guru representative and asks for such actions, do not provide any information.

The only official way we will contact you is through this complaint platform or via the email addresses provided in your complaint thread.

Stay cautious, and if you have any doubts, please reach out to us directly.

Can't remember which card I used to deposit, plays on so many sites..

wow, I know, I've never used anyone else's card.. if I submitted documentation, it's on my passport.. I can't see it because I can't access my account.

Yours sincerely, Per

Kan ej komma ihåg vilket kort jag använt för insättning spelar på så många sidor..

vaf ja vet har jag aldrig använt någon annans kort.. om jag lämnat in dokumentation så är det på mitt pass .. kan ju inte se då jag ej kommer in på mitt konto

mvh Per

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

You'll get 1k euros if they work it out.

Du ska få 1k euro om de löser sig

Dear Mackaper,

It’s a pleasure to e-meet you. My name is Kubo, and I’ll be handling your complaint moving forward.

If there have been any updates or new developments since your last message, please don’t hesitate to share them with me.

In accordance with our standard procedure, I’d like to invite a representative from Weiss Casino to join this conversation. Their participation will help ensure a smoother and more efficient resolution of your case.

Dear Weiss Casino,

Could you please provide a comprehensive explanation of this case, including the specific reasons for the closure/blocking of the player's account? Your detailed insight will help us proceed with a fair and informed resolution.

Thank you in advance for your cooperation and prompt response.

Best regards,

Kubo

Dear Weiss Casino,

Thank you for your clarification regarding the matter at hand.

To ensure full transparency and a fair resolution, could you please provide any relevant evidence or documentation that supports the allegations and the decision made in this case? You are welcome to share the materials either directly within this complaint thread or, if more appropriate, via email to jakub.m@casino.guru.

Thank you for your cooperation. I look forward to your response.

Dear Kubo,

We remain fully committed to supporting a fair and constructive resolution.

To assist you most effectively, we would be grateful if you could kindly clarify the specific type or format of evidence you require for your review.

Thank you in advance for your guidance.

Best regards,

WEISS Team

Dear Weiss Casino,

Thank you for your response.

As the current allegations pertain to third-party account funding, I would kindly ask you to share any materials that served as the basis for your decision. It’s a bit challenging for me to request specific documents without knowing what evidence you have available.

Given the nature of the case, I assume this may include items such as system logs, payment method details, screenshots, bank statements, or any other relevant documentation that supports your position. Please feel free to provide the information in any format that is convenient for you.

Thank you in advance for your cooperation. I appreciate your assistance in helping us move forward with the resolution process.

Dear Kubo,

Thank you for your continued support.

Please be informed that a response from the WEISS Team was sent to you directly via email.

This letter will provide all necessary supporting information.

Should you require any further clarification, we will be happy to provide additional explanations via direct email communication.

We look forward to your response.

Sincerely,

WEISS Team

Dear Weiss Casino,

Thank you for providing the requested information. The evidence submitted is sufficient to conclude the investigation.

Dear Mackaper,

The casino has presented clear evidence confirming that their actions were justified. Specifically, it shows that several deposits were made using cards that are not registered in your name. While I am unable to disclose the exact details due to confidentiality obligations, I must emphasize that this type of activity - funding an account using a third party’s payment method - is a serious violation of most online casinos' terms and conditions.

Casinos enforce this rule to protect all parties from fraud, identity theft, and money laundering. Based on the evidence, we believe you were fully aware of your actions at the time. For your own protection and in accordance with industry standards, we strongly advise using only payment methods that are verified and registered in your own name moving forward.

Thank you for your understanding.

Best regards,

Kubo