Wir Wetten Casino - Рахунок гравця закрито, а зняття коштів відкладено.

I won 16,800frs on lightning roulette.

er 13,000frs at the sports betting.

they closed my account on wwetten

no one answers my chat and email

I also contacted IBAS and file a complaint

and it's been 1 month

Dear AhmetiFidan,

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 advise if you passed the verification before the casino blocked your account?
• Did you accumulate your winnings with or without an active bonus?
• Do I understand correctly that you have not received any explanation from the casino regarding the blocked account? If there is any relevant communication between you and the casino, please forward it 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

yes my account has been verified and accepted.

no it was a bonus!

no one responds to the email

Thank you very much, AhmetiFidan, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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 AhmetiFidan,

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 the matter.

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

Dear Wir-Wetten Casino,

Can you please provide more information on why was the player's account closed and the withdrawal not processed? If there are any information that cannot be shared publicly, please forward them to me at michal.k@casino.guru

my account is validated

Dear AhmetiFidan,

I believe that's great news. Just to check, this is the most recent email from the wwetten team, right? If so, the withdrawal should be processed the standard way. Please keep me updated on how it's going.

no it was at the beginning when I registered on wetten

Dear AhmetiFidan,  

Sorry for my earlier message; it appeared that the screenshot was recent, indicating that the casinos had reached out to you and your account had been verified again. Unfortunately, I have not yet heard back from the casino team. I will persist in my efforts.

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 AhmetiFidan,

I hope this message finds you well.

I want to let you know that I’ve made several attempts to reach the casino on your behalf, but unfortunately, I have not received any response from them. I'm afraid there is not much that can be achieved without cooperation from their side. As was discovered the casino is currently operating without a valid license, which means there’s no gaming authority we can escalate your case to. 

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 could 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 can only recommend you choose properly licensed casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru