Wettenlive Casino - El retiro del jugador se retrasa debido a una violación poco clara.

I deposited 100 euros at the casino and received a 200 euro bonus. I played until I won 1700 euros and wanted to cash out. For 5 days, I received no response regarding the payout, and then I was told that I had violated the terms and conditions. I repeatedly asked which specific points I had violated, but I was not given a concrete answer.

Ich habe bei dem Casino 100 Euro eingezahlt und einen 200 Euro Bonus erhalten. Mit diesem habe ich solange gespielt, bis ich mir 1700 Euro freigespielt habe und auszahlen wollte. 5 Tage kam keine Rückmeldung bezüglich der Auszahlung und dann wurde mir mitgeteilt, dass ich gegen die AGB verstoßen hätte. Ich habe mehrfach nachgefragt, gegen welche Punkte ich verstoßen hätte, daraufhin wurde mir keine konkrete Antwort gegeben.

Dear JUSTEMSLAND1,

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. 

• Could you please clarify which games you focused on - slots, live casino, sports betting, etc.?
• Which bonus did you play with? If possible, please post a link or promo code you used to activate the offer here in this thread.

Additionally, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

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,

Kristina

Hello Kristina,

thank you very much for your effort.

I only played slot machines with the bonus.

The bonus offer was a reload bonus, which has the same conditions as the first deposit bonus. The link to the bonus conditions, which refers to my bonus, is the following: https://www.wettenlive.com/de-DE/accounts-payouts-bonuses

I have forwarded all communication to you.

Many thanks and kind regards

Henrik

Hallo Kristina,

vielen Dank für die Mühe.

Ich habe mit dem Bonus lediglich Spielautomaten gespielt.

Es handelte sich bei dem Bonusangebot um einem Reload Bonus, welcher die gleichen Bedingungen hat wie der Ersteinzahlungsbonus. Der Link zu den Bonusbedingungen, auf welchem sich auf meinem Bonus bezogen wird ist der folgende: https://www.wettenlive.com/de-DE/accounts-payouts-bonuses

Jegliche Kommunikation habe ich an Sie weitergeleitet.

Vielen Dank und freundliche Grüße

Henrik

Thank you very much, JUSTEMSLAND1, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you JUSTEMSLAND1 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wettenlive Casino for their help in resolving this complaint. We would like to know what is the issue with the withdrawal and what can we do to help the player receive their winnings.

Thank you!

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. 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. In the meantime, I recommend you contact the Anjouan Gaming Authority (https://anjouangaming.com/dispute-terms-conditions/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter