Dear Luther01,

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

Please note that www.kpvfaw.com will never ask for any payments or request access to your accounts. If anyone claims to be www.kpvfaw.com personnel and asks for such actions, do not provide any information.

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

Stay cautious and contact us directly if you have any doubts.

Screenshot 1: Proof balance was 1346 EUR, since my balance was subsequently set to 500 EUR (which is currently being paid out)

Screenshot 2: Last bets before payout

Screenshot 3: Reset because the bonus was successfully wagered

Screenshot 4: Withdrawal after bonus with earned credit rejected (see screenshot 1)

Screenshot 1: Beweis Balance war auf 1346 EUR, da meine Balance danach auf 500 EUR gesetzt wurde (welche aktuell in Auszahlung sind)

Screenshot 2: Letzten Eins?tze vor Auszahlung

Screenshot 3: Zurücksetzung, da der Bonus erfolgreich umgesetzt wurde

Screenshot 4: Auszahlung nach Bonus mit erspieltem Guthaben abgelehnt (siehe Screenshot 1)

Thank you very much, Luther01, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) 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.

The 500 EUR were successfully paid out today

Die 500 EUR wurden heute erfolgreich ausgezahlt

Hello Luther01,

I'm Michal, and I have assumed responsibility for your complaint and will continue to cooperate with the casino team in resolving your case.

I'm pleased to hear that you received the 500 EUR. Could you please let me know what other funds you are still anticipating to receive?

Hello,

I am still expecting 846 EUR, as these were taken from me after the successful implementation of the bonus, even though it had already been fully implemented.

Hallo,

ich erwarte noch 846 EUR, da diese mir nach der erfolgreichen Umsetzung des Bonus genommen wurden, obwohl dieser schon fertig umgesetzt wurde.

Thank you for your response, Luther01.

Dear Slotvibe Casino,

Could you please provide clarification regarding the confiscation of the winnings that the player obtained after successfully wagering the bonus? Was the player informed in any way (such as through a rule quotation, pop-up notification, etc.) that these winnings would be confiscated, despite the fact that the maximum win cap for the bonus play had already been applied?

If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at [email protected]

We are looking forward to your explanation on the course of events.

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 was just in the live chat again, where I was told that the bonus would still apply after the wager was completed, and I was made aware of this clause. However, it only states that the winnings from the bonus are limited to a maximum of 10x the bonus amount, which is true, since I was bet on approximately EUR 500 after the wagering.

These 500 EUR were also shown to me as "Available" and no longer as "Blocked by Bonus".

This amount is therefore bonus-free and therefore no longer subject to withdrawal restrictions.

I understand the first rollover due to this clause, but I still believe the second rollover was unjustified, as it was real money at the time, and I was denied €846. There's no clause stating that a successfully wagered bonus will be treated as a bonus even after the wagering.

Ich war gerade wieder im Livechat, dort wurde mir gesagt, der Bonus würde auch nach der Umsetzung des Wagers weiterhin gelten und wurde auf diese Klausel hingewiesen. Diese sagt aber nur aus, dass der Gewinn aus dem Bonus maximal bei 10x Bonusbetrag liegt, was auch stimmt, da ich nach der Umsetzung auf ~500 EUR gesetzt wurde.

Diese 500 EUR wurden mir auch als "Verfügbar" angezeigt und nicht mehr als "Durch Bonus gesperrt".

Somit ist dieser Betrag bonusfrei und damit auch nicht mehr auszahlungsbeschr?nkt.

Ich verstehe die erste Zurücksetzung, aufgrund dieser Klausel, bin aber dennoch der Meinung, dass die zweite Zurücksetzung zu Unrecht war, da es zu diesem Moment Echtgeld war und mir damit 846 EUR verwehrt wurden. Da es keine Klausel gibt, welche aussagt, dass ein erfolgreich umgesetzter Bonus, auch nach der Umsetzung als Bonus behandelt wird.

Dear Luther01,

I am still awaiting the information I requested from the casino team; however, it appears that the contacts we previously had for the Slotvibe representatives in our system are no longer valid. I have contacted the casino team through alternative channels, and I am hopeful that we can clarify the situation. Our goal is to resolve or clarify every case whenever possible rather than leaving it unresolved, so I will extend the timer by an additional 7 days. I hope to provide more information soon.

Hi Guys. I received this yesterday. We are looking into the matter and will revert ASAP!

Dear Slotvibe Casino,

We are looking forward to your explanation of the course of events.