Hello, I got free spins at the casino after making a deposit.

I was able to use the free spins and was reduced from 780 euros to the max win of 300 after the wagering.

So far everything is ok-

Of these, 60 were lost and 240 were paid out.

At some point later I wanted to deposit another 20 and was asked if I would rather cancel the pending withdrawal.

I did this and played through the night, and at some point I wanted to withdraw 640. They then simply reduced this to 300 again, for the second time, which can't be right. I read the terms and conditions. This isn't legal.

Even though I'm a VIP, I can't talk to support.

here payment history.

08 Jun 2025, 12:00

PayoutAPM37~Pay via bank

Accepted

300 EUR08 Jun 2025, 03:04

PayoutAPM37~Pay via bank

Rejected

654 EUR07 Jun 2025, 23:07

PayoutCryptoprocessing

Recalled

260 EUR07 Jun 2025, 20:22

Depositutorg~utorg-paysafecard

Accepted

50 EUR

Hallo ICh hatte im casino zhur einzahlung freispiele bekommen.

Die Freispiele konnte ich umsetzen und wurde von 780 euro auf den max win von 300 nach umsetzung runtergesetzt.

Bis hier hin alles ok-

Davon 60 verspielt und 240 in auszahlung gegeben.

Irgendwann sp?ter wollte ich noch mal 20 einzahlen und wurde gefragt ob ich nicht die schwebende auszahlung lieber abbrechen m?chte.

Dies tat ich und spielte die nacht durch und wollte irgendwann dan 640 Auszahlen.Diese hat man mir dann einfach wieder erneut auf 300 gekürzt.Also zum 2 mal.was ja nicht sein kann.ich hab mir die agb durchgelesen.Das ist so nicht rechtens.

obwohl ich vip bin ist mit dem support nicht zu reden..

hier einzahlungsverlauf.

08 Jun 2025, 12:00

AuszahlungAPM37~Pay via bank

Akzeptiert

300 EUR08 Jun 2025, 03:04

AuszahlungAPM37~Pay via bank

Abgelehnt

654 EUR07 Jun 2025, 23:07

AuszahlungCryptoprocessing

Zurückgerufen

260 EUR07 Jun 2025, 20:22

Einzahlungutorg~utorg-paysafecard

Akzeptiert

50 EUR

Dear kokatroll,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Welle Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Were you informed at any point that bonus terms and conditions persist after the wagering of the bonus is complete?
• Could you please advise if the balance in your casino account is divided into real and bonus money balances?
• Has the balance you continued to play with appeared as 'withdrawable'/ 'real money', or were your winnings displayed in your bonus balance?

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Hello

To

Were you informed at any time that the bonus terms and conditions continue to apply even after the bonus turnover has been completed?

No, unfortunately I wouldn't.

The free spins winnings were bonus money which, after wagering, was 780 and then converted into 300 real money. Of this real money, 260 remained. When the game was canceled, there was neither bonus credit nor bonus money in the account.

With these 260 real money from the withdrawal request I then earned 654 real money, which was reduced again to 300 when withdrawing.

Kind regards

Hallo

Zu

Wurden Sie zu irgendeinem Zeitpunkt darüber informiert, dass die Bonusbedingungen auch nach Abschluss der Bonusums?tze weiterhin gelten?

Nein würde ich leider nicht.

Die Freispielgewinne waren Bonusgeld was nach Umsetzung auf 780 war und dann in 300 Echtgeld umgewandelt .von diesem Echtgeld stand 260 bei Abbruch war weder Bonusguthaben vorhanden noch Bonusgeld im Account.

Mit diesem 260 Echtgeld vom Auszahlungsantrag erspielte ich dann 654 Echtgeld .die bei Auszahlung erneut auf 300 reduziert worden sind.

Mfg

Hello kokatroll,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you very much for your reply, and I apologize for the delayed response, kokatroll. Have you managed to contact the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to [email protected]? Alternatively, you can post it here. Thank you in advance.

I've informed support about this twice and complained. Unfortunately, the chat isn't saved...The casino believes it's in the right...but it isn't.

ich habe den support darauf 2 mal hingewiesen und mich beschwert.leider keine speicherung des chats...Das casino sieht sich im recht.....ist es aber nicht.