The player from Germany complained about Welle Casino, stating that they should not have been allowed to open an account due to a prior ban for gambling issues. Despite being excluded from multiple casinos, the player was permitted to deposit funds and sought a refund of all deposits made. The Complaints Team concluded that since the player did not request a self-exclusion specifically from Welle Casino, the casino was not obligated to refund the deposits. The player's complaint was therefore rejected based on the terms and conditions that required self-exclusion at each individual casino.
Welle Casino - Player's account has been improperly managed.
Amount: €1,500
Welle Casino
Safety Index:HighSafety Index
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8.5
Welle Casino has a Safety Index of 8.5, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Closed
Our verdict
Insufficient evidence from player
REJECTED
Case summary
5 months ago
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6 months ago
Translation
This is about the casino welle1.casino.
Initially, I discovered that this casino is not allowed to offer bets in Germany, so I should never have been allowed to make a deposit there. However, this is not my main issue. My complaint is as follows:
Ladies and gentlemen, I am hereby filing a complaint against welle1.casino and the management of "jer team nv." I was allowed to open an account there even though I had been banned by the same management due to gambling problems. I should never have been allowed to make a deposit at welle1.casino. I am excluded from Royspin, Wazee, Pleddo, etc. Therefore, the management knew that I was suspended due to gambling issues. Nonetheless, my deposits were accepted. For this reason, I would like all my deposits refunded. Please transfer the money to the known bank account. Not adhering to responsible gaming is unprofessional and must have consequences.
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Casino Analyst & Complaint Specialist
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6 months ago
Dear Aladin12345,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions, and this is what I found https://welle.casino/info/terms:
Welle Security department cannot set any blocks and/or restrictions on users account in other online casinos.
Welle Security department cannot set any blocks and/or restrictions on users account that isn't registered on welle.casino.
Unfortunately, it’s not written that all your accounts in other casinos of the same owner will be blocked or self-excluded automatically. Please understand that if you self-exclude yourself from one casino it doesn’t necessarily mean that you are protected on all the other associated websites.
Could you please advise if you have requested a self-exclusion from Welle Casino directly?
Looking forward to hearing from you.
Best regards,
Dominika
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.
Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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6 months ago
Translation
The point is that I am blocked by the management jr Team nv, they are the operators and this company also has the license. I tried to open an account with betitall or wazbee, but this was rejected because I had already been blocked due to gambling problems at a casino run by jr Team nv. For this reason, welle1.casino should never have let me deposit. I realize that bans from other casinos do not automatically apply to all other casinos. However, it is different for casinos that have exactly the same management. The casinos even say that you will also be blocked from all subsidiaries etc. if you have gambling problems. Therefore, the casino can never shirk responsibility. The company could have changed its terms and conditions quickly even today. If welle1.casino had the same license that was applied for by jr. Team nv, then I should never have been allowed to deposit there. This is even legally protected.
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6 months ago
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Incidentally, the casino has acted in the same way in other cases. The casino and management are aware that players with gambling problems have already been banned by management, and they let the players continue playing anyway. In my opinion, this is dubious and it destroys players who are already at rock bottom.
Very worrying. If I can't get my deposits back, that's fine. But then I would like to point out that this casino does not respect responsible gaming. That's very sad.
Here is another player at trustpilot:
"
They also let me open an account within welle casino even tho i blocked my account on wazbee."
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6 months ago
www.wazbee.casino is owned by JER-Team N.V. and has an application (OGL/2024/600/0262) for a gaming license in progress with the Cura?ao Gaming Control Board.
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6 months ago
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Here is proof that it is possible for casinos with the same license to block players who want to play at a casino with the same license.
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6 months ago
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It is also surprising that they show me the terms and conditions. A drug dealer can simply write in his terms and conditions that consumption is his own responsibility. But that does not legitimize his actions. Social responsibility still exists.
Even if I agreed to the terms and conditions when registering, I have problems playing and should have been protected by jer team nv. The terms and conditions are completely irrelevant.
I am requesting all deposits back. The casino must also be aware that it should never have offered bets without a valid license for Germany. Therefore, all deposits must be refunded anyway. This is completely clear from a legal perspective anyway.
I would be happy with 1500 euros, then the casino would still have made money from me and I would not have suffered such a great financial loss. It would be great if you would warn users that this company does not take responsibility for gambling and does not respect responsible gambling. Thank you very much
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Casino Analyst & Complaint Specialist
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5 months ago
Dear Aladin12345, based on the information provided, it appears that since you did not request a self-exclusion specifically from Welle Casino, they are not obligated to refund your deposits. The terms and conditions indicate that self-exclusion at one casino does not automatically apply to all associated casinos. Therefore, unless you formally requested a self-exclusion from Welle Casino, they are not responsible for your deposits or any losses incurred after opening an account with them.
Is your Welle Casino account closed or not?
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5 months ago
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Of course I'm blocked now. I don't understand your question. So you think it's OK for such providers to be advertised on your site, even though you don't respect responsible gaming?
Unbelievable, just because they write this in their T&Cs, it never legitimizes this casino allowing banned players to continue depositing. Unbelievable. No more questions.
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Casino Analyst & Complaint Specialist
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5 months ago
Dear Aladin12345, the casino operates with a license issued by GCB Cura?ao. So far, there is no way to exclude yourself from all Cura?ao online casinos at once, but it is stipulated that every operator must offer players the ability to exclude themselves for a minimum of 6 months. However, you must self-exclude at each casino individually. Therefore, an email regarding self-exclusion from a sister casino would not be sufficient.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
