Welle Casino - Играчът твърди, че плащането към него е забавено.

I want to share the worst experience I have ever had with an online casino because I find the way my withdrawal is being handled extremely concerning.

My account was registered in January 2026, and I had been actively using it for several weeks before it became inactive. On 14 August, I returned to the account and made two deposits: €50 and €200 and I then started playing normally,

I placed both single bets and parlays using the betting options available to me. I was able to place my bets normally, without receiving any warning, notification, or message indicating that my account was subject to any betting limits or restrictions.

I eventually won approximately €1,650 and requested a withdrawal on the same day.

The withdrawal remained pending until Monday, when it was cancelled because I was supposedly required to complete the verification process. I received an email explaining that verification was necessary for the payout, and I completed the verification successfully.

Approximately six hours later, I was informed that they were conducting a "standard review of your account due to recent high-volume winnings."

I asked why my account was being reviewed, especially since the initial reason given for cancelling the withdrawal was simply that verification was required, which I had already completed successfully.

I then received the following explanation:

"As previously communicated, your account was subject to betting limits imposed by the provider.

Your latest wins clearly indicate that these restrictions were bypassed, allowing bets to be placed above the limit set by the provider. As a result, the automatic protection protocol was triggered…"

This is where I have a serious problem with their explanation.

How exactly did I "bypass" a betting limit?

I did not bypass anything. I did not use any software, technical method, exploit, or other means to circumvent any restriction. I simply placed bets through my account using the betting options and stake amounts that the platform itself allowed me to place.

If there was a betting limit or restriction on my account, why did the system allow me to place bets above that limit?

Why were the bets not rejected?

They also claim that I had previously been informed about the betting limits. I would therefore like them to provide the exact communication in which I was supposedly informed about these restrictions, including the date and the specific terms of the limitation.

What I find particularly concerning is that I was apparently allowed to place these bets normally, without any warning or restriction being shown to me, and the issue was only raised after I won and requested a withdrawal - not when I lost my 1st dep of 50 EUR.

If a betting limit was genuinely applied to my account, I would expect the platform to enforce that limit and prevent me from placing bets above it. I do not understand how I can now be accused of "bypassing" a restriction when I simply placed bets that the platform accepted.

I am posting this publicly because this has been the worst experience I have ever had with an online casino, and I hope someone on this forum can provide some advice or share a similar experience.

I would like to resolve this matter directly with the operator, but if I cannot receive a clear and satisfactory explanation, I am prepared to submit a formal complaint to the appropriate regulatory authority.

Any advice or relevant experience would be greatly appreciated.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Dear Hallo21951,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear Jean,

My account is already fully verified, but they are still refusing to proceed with my payout.

Today, they informed me that I had been notified on 6 February that my account was subject to betting limits. However, they still have not answered my repeated and straightforward question: how exactly did I bypass those limits?

I would also like to add an important point to my case. On the day I generated the winnings in question, I initially placed bets and incurred losses. During this period, my account remained fully operational, and I was able to continue placing bets without any restriction or notification that a betting limit had been reached.

These losing bets were then followed by the winning bets. The winning bets were placed using the same general pattern of stakes, markets and odds as the bets I had previously placed and lost.

If their system was capable of detecting a breach of the applicable betting limits, why was I not notified or prevented from placing the earlier bets that resulted in losses? Why did my account remain fully operational throughout this activity only for the alleged breach to be identified after I recorded winnings?

The way I see it, the limits on my account were either made more lenient or removed, either manually by an employee or automatically through a process or system operated by your company. Then, after I generated winnings, the restrictions were apparently reinstated and my winnings were withheld on the grounds that I had supposedly bypassed the account limits. No words really...

In conclusion:

1) No limit was imposed on my account when I started my activity on 14 August.

2) No limit was imposed on my account when I started losing bets on 14 August.

3) The limit restriction was applied only after I started my winning streak on 14 August.

Based on all of the above, how could I possibly have bypassed limits that were allegedly already in place?

Of course, I can also provide my complete betting history for that day so that you can verify and confirm the above.

Dear Hallo21951,

After a closer investigation we’ve realized that this complaint is sports betting related. As you might know, our forum Casino.guru, deals with the complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue. I’m forced to reject your complaint. Thank you very much for your understanding. I can suggest some websites that may be able to assist you:

https://www.safebettingsites.com/complaints/

https://www.bookmakersreview.com/sportsbook-complaint/

https://www.bookmakers.bet/submit-a-complaint/

https://www.top100bookmakers.com/contact-us/

https://www.sportsbookreview.com/sportsbook-complaint/

I hope these resources will be able to help you with your issue.

Best regards,

Jean