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Good morning. I tried to withdraw my money from my weiss casino account, but was not allowed to do so, even though I had fulfilled the requirements of playing at least once with the deposited amount of 100€. They informed me that I had to play again with the deposited amount and they changed the rules once again, indicating that where I had played did not meet the requirements. Given these circumstances, I want to receive the balance I still have in my account. I did not accept any bonuses or anything, I just want to withdraw my money.

Bom dia. Tentei levantar o meu dinheiro da conta weiss casino e não me foi premitido proceder ao levantamento, isto após ter cumprido os requisitos de jogar pelo menos uma vez o depósito efetuado de 100€. referiram que tinha de jogar novamente o valor depositado e alteraram outra vez as regras dizendo que onde tinha jogado não cumpria os requisitos. Com isto tudo pretendo receber o valor que ainda tenho na conta, não aceitei nenhum bónus nem nada, apenas quero levantar o meu dinheiro.

Dear ralhajr,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Weiss Casino. According to the Terms and Conditions:

5.11. In the case of withdrawal requests pertaining to funds not used for wagering, WEI$$ will only remit Your funds when the extended due diligence procedure has been successfully carried out. WEI$$ will apply a charge on withdrawal ("Withdrawal Fee") in amount defined at the WEI$$’s sole discretion, if such amount has not been used at least once for gambling at the Website.

Could you please confirm that you wagered your deposit at least once?

Could you please specify what types of games did you play?

Have you completed the full KYC verification?

When was the last time you communicated with customer support and what was it about?

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

Best regards

Veronika

Greetings!

We, the official representatives of WEISS, deeply regret any inconvenience you may have experienced. However, we are committed to assisting you in resolving this matter. Kindly provide the email registered with your account on the WEISS platform, and we will promptly investigate the cause of the delay and work towards its resolution.

Sincerely,

WEISS Official Representatives

Could you confirm that you have wagered your deposit at least once?

More than once

Could you specify what types of games you played?

Craps, roulette, the whole deposit and I threw some money into one slot or another

Have you completed the full KYC verification?

Yes

When was the last time you communicated with customer support and what was it about?

01/11/2024

Você poderia confirmar se apostou seu depósito pelo menos uma vez?

Mais do que uma vez

Você poderia especificar que tipos de jogos você jogou?

Dados, roleta o depósito todo e joguei algum dinheiro numa ou outra slot

Você concluiu a verificação KYC completa?

Sim

Quando foi a última vez que você se comunicou com o suporte ao cliente e do que se tratava?

11/01/2024

Dear ralhajr,

We've noticed that you're still experiencing an unresolved issue. We want to assist you with resolving this matter. Please provide the email address associated with your WEISS website registration. We assure you that we'll make every effort to address your concern promptly. Thank you for your cooperation.

Sincerely,

WEISS Official Representatives

Dear ralhajr,

To ensure a successful withdrawal, kindly resubmit your request. Once done, your withdrawal will be considered for approval. If you encounter any challenges or require assistance, please inform us, and we will promptly address and resolve the issue.

Sincerely,

WEISS Official Representatives

I already managed to raise the money. Thank you for your support

Já consegui levantar o dinheiro. Obrigado pelo vosso apoio

Dear ralhajr,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Veronika

Casino.Guru