Welle Casino Complaint

[deleteduser2606081134]

The Curacao-licensed online casino Welle Casino is the latest property to land in the Grey Zone here on Casinomeister, scoring a high 7.9 CM Rating to boot too!

A relatively new online casino having only been established last year in 2024, Welle Casino hosts games from numerous casino game providers and also has in excess of 30 payment options.

Max Drayman comments:

I am sharing my experience as a warning to other players.

I made several deposits on this casino platform, but despite sending multiple emails to customer support, I received no satisfactory response. My account was eventually blocked, preventing me from accessing it or resolving the issue through normal support channels.

The transactions appear on my bank statements under the billing entity “Eltaris Ltd”.

I contacted the UK Financial Conduct Authority (FCA) to verify this entity. I received an official confirmation that:
• Eltaris Ltd is not registered on the FCA Financial Services Register;
• Eltaris Ltd is not authorised by the FCA to provide regulated financial services.

Given this, I have serious concerns regarding the handling of payments and the security of personal and financial data.

I have formally requested a full refund of all deposits, account closure, and deletion of my personal data. I have also submitted all relevant documentation and correspondence to the Curaçao Gaming Authority for review.

If the situation is not resolved within 7 days, I will proceed with a chargeback via my bank and escalate the matter to the relevant gambling regulators and consumer protection authorities.

I am posting this here so other players are aware of my experience and can make informed decisions.

 

[deleteduser2606081134]

The Curacao-licensed online casino Welle Casino is the latest property to land in the Grey Zone here on Casinomeister, scoring a high 7.9 CM Rating to boot too!

A relatively new online casino having only been established last year in 2024, Welle Casino hosts games from numerous casino game providers and also has in excess of 30 payment options.

Max Drayman comments:

I urge all players to be extremely cautious when dealing with Wazbee, Welle Casino, and Royspins.

They have also received several warnings on Trustpilot and had their profiles removed for abuse. Since then, they have been creating new profiles and posting chains of fake positive reviews.

Players should be very careful and thoroughly investigate these casinos before depositing any money.

 

[Nate]

I am sharing my experience as a warning to other players.

I made several deposits on this casino platform, but despite sending multiple emails to customer support, I received no satisfactory response. My account was eventually blocked, preventing me from accessing it or resolving the issue through normal support channels.

The transactions appear on my bank statements under the billing entity “Eltaris Ltd”.

I contacted the UK Financial Conduct Authority (FCA) to verify this entity. I received an official confirmation that:
• Eltaris Ltd is not registered on the FCA Financial Services Register;
• Eltaris Ltd is not authorised by the FCA to provide regulated financial services.

Given this, I have serious concerns regarding the handling of payments and the security of personal and financial data.

I have formally requested a full refund of all deposits, account closure, and deletion of my personal data. I have also submitted all relevant documentation and correspondence to the Curaçao Gaming Authority for review.

If the situation is not resolved within 7 days, I will proceed with a chargeback via my bank and escalate the matter to the relevant gambling regulators and consumer protection authorities.

I am posting this here so other players are aware of my experience and can make informed decisions.

Hi,

I'm trying to understand what your complaint relates to.

That they are not licensed to accept UK players?
That they have a different descriptor on the bank statement?

Please clarify..

Nate

 

[deleteduser2606081134]

Hi,

I'm trying to understand what your complaint relates to.

That they are not licensed to accept UK players?
That they have a different descriptor on the bank statement?

Please clarify..

Nate

Hi Nate,

Thank you for your message.

My complaint relates to both issues.

Firstly, it appears that this operator is accepting UK players despite not holding the required licence to operate legally in the UK.

Secondly, the merchant descriptor shown on my bank statement is different from the name under which the gambling service operates. I believe this is misleading and makes it difficult to identify the true recipient of the payments.

In addition, my bank provided me with details of the payment service provider that processed the transactions. I submitted all supporting documents and evidence to the FCA, which confirmed that this entity does not hold any authorisation or licence to provide regulated financial services.

I would also like to point out that the casino has blocked my access to their live chat service, and they have not responded to any of my emails for several days. As a result, I have been unable to communicate with them or obtain any meaningful assistance regarding my complaint.

I can provide the documents from my bank, as well as the FCA's confirmation, if required.

Kind regards,

Damien

 

[deleteduser2606081134]

Hi,

I'm trying to understand what your complaint relates to.

That they are not licensed to accept UK players?
That they have a different descriptor on the bank statement?

Please clarify..

Nate

Furthermore, given the concerns surrounding the payment providers involved, particularly in light of the information provided by my bank and the FCA's confirmation that the entity does not hold the required authorisation, I believe it is important to make other players aware of the potential risks associated with using these payment channels.

For this reason, I also wish to pursue my complaint with a view to obtaining reimbursement of the deposits I made, as I believe the transactions were processed through entities that were not properly authorised to provide regulated financial services.

I also believe that these matters should be investigated further in order to help protect other players from encountering similar issues in the future.

 

[Nate]

Furthermore, given the concerns surrounding the payment providers involved, particularly in light of the information provided by my bank and the FCA's confirmation that the entity does not hold the required authorisation, I believe it is important to make other players aware of the potential risks associated with using these payment channels.

For this reason, I also wish to pursue my complaint with a view to obtaining reimbursement of the deposits I made, as I believe the transactions were processed through entities that were not properly authorised to provide regulated financial services.

I also believe that these matters should be investigated further in order to help protect other players from encountering similar issues in the future.

I have moved this over to its own thread.

Whilst I get that they are not licensed or permitted to accept UK Players and their payment descriptors may be from a third party, you deposited and played.

Can you advise on how you believe you deserve a refund on the money? Are they actually withholding your winnings?

Nate

 

[deleteduser2606081134]

I have moved this over to its own thread.

Whilst I get that they are not licensed or permitted to accept UK Players and their payment descriptors may be from a third party, you deposited and played.

Can you advise on how you believe you deserve a refund on the money? Are they actually withholding your winnings?

Nate

Thank you for your response.
I would like to clarify the core basis of my complaint.
My concern is not solely that I was able to deposit and play, but rather the manner in which these transactions were processed, in particular:
The use of a third-party payment provider that is not authorised / not compliant with applicable regulatory requirements, as indicated by the FCA.
The routing of deposits through a payment channel that appears to operate outside of a properly regulated framework for this type of financial service.
The absence of effective controls preventing restricted or non-eligible users (including jurisdictional restrictions) from registering, depositing, and playing.
Taken together, these points raise serious concerns regarding the overall compliance of the payment infrastructure used, and a potential circumvention of regulatory obligations applicable to both payment services and online gambling operations.
In this context, my request is based on the fact that funds were accepted through a payment process that does not appear to meet required regulatory standards, which justifies a full review of the situation and a refund of the deposits made.

 

[Nate]

Thank you for your response.
I would like to clarify the core basis of my complaint.
My concern is not solely that I was able to deposit and play, but rather the manner in which these transactions were processed, in particular:
The use of a third-party payment provider that is not authorised / not compliant with applicable regulatory requirements, as indicated by the FCA.
The routing of deposits through a payment channel that appears to operate outside of a properly regulated framework for this type of financial service.
The absence of effective controls preventing restricted or non-eligible users (including jurisdictional restrictions) from registering, depositing, and playing.
Taken together, these points raise serious concerns regarding the overall compliance of the payment infrastructure used, and a potential circumvention of regulatory obligations applicable to both payment services and online gambling operations.
In this context, my request is based on the fact that funds were accepted through a payment process that does not appear to meet required regulatory standards, which justifies a full review of the situation and a refund of the deposits made.

But, are you in Belgium or the UK?

Nate

 

[deleteduser2606081134]

But, are you in Belgium or the UK?

I played from both countries

 

[Nate]

I'm not trying to be funny or unhelpful.

But based on the information you are posting and judging from your general knowledge on the subject, you should have known that they are Curacao-licensed (NOT UK-licensed).

I can't see why they should refund you the deposits you have lost.

Maybe the membership can chime in and put forward their POV's.

I also note that you complained to the Curacao Authority, which ties our hands in dealing with your complaint.

Nate

 

[deleteduser2606081134]

But, are you in Belgium or the UK?

Nate

Anyway, whether it is in Belgium or in England, the entity that received my funds is operating illegally, which may constitute money laundering.

 

[deleteduser2606081134]

I'm not trying to be funny or unhelpful.

But based on the information you are posting and judging from your general knowledge on the subject, you should have known that they are Curacao-licensed (NOT UK-licensed).

I can't see why they should refund you the deposits you have lost.

Maybe the membership can chime in and put forward their POV's.

I also note that you complained to the Curacao Authority, which ties our hands in dealing with your complaint.

Nate

Yes, I have filed a complaint with the Gambling Commission, as well as with the relevant financial authorities. Even if I do not recover my deposits, I will have at least raised awareness among other players, because a payment provider operating illegally could potentially do anything.

 

[Nate]

Anyway, whether it is in Belgium or in England, the entity that received my funds is operating illegally, which may constitute money laundering.

But wait...

You are well aware they are licensed in Curacao. You seem to be an experienced player. How could you deposit knowing they are not UK-licensed, then expect a refund once you lose?

Nate

 

[deleteduser2606081134]

But wait...

You are well aware they are licensed in Curacao. You seem to be an experienced player. How could you deposit knowing they are not UK-licensed, then expect a refund once you lose?

Nate

As a Belgian national, I was not aware that Curaçao casinos are prohibited in England.

 

[deleteduser2606081134]

I would still like to understand how my deposits ended up in the United Kingdom with a payment provider that is registered for a different activity than gambling 🫪

 

[SYPlayer95]

I would still like to understand how my deposits ended up in the United Kingdom with a payment provider that is registered for a different activity than gambling 🫪

There's so many offshore casinos that do this. Its a way they can accept UK customers without VISA and Mastercard blocking the transactions.

It is wrong, I agree.

 

[zerimar]

I urge all players to be extremely cautious when dealing with Wazbee, Welle Casino, and Royspins.

They have also received several warnings on Trustpilot and had their profiles removed for abuse. Since then, they have been creating new profiles and posting chains of fake positive reviews.

Players should be very careful and thoroughly investigate these casinos before depositing any money.

Thanks. One question do u know any thing about. Whalewins.site casino. Anyone. Is it legit

 

[Nate]

Thanks. One question do u know any thing about. Whalewins.site casino. Anyone. Is it legit

It's a crypto scam casino. Stay far far away.

 

[Eliot85]

Do you come here with these warnings AFTER you have lost your money? Or did you realize quite quickly that there was something “sketchy” on your account statement, and as the responsible person you are (given your warnings) you of course stopped the activity, didn’t lose the money, and then demanded a refund.





Furthermore, I can say that I have played at all these casinos and can easily say that among casinos without reputable licenses these are actually quite good. I have several times made withdrawals of 4–5k euros that were paid out within 1 hour.





You got the service, meaning you wanted to play, you deposited money, it was credited to your gaming account, and you were able to play. The fact that you lost—that’s something you have to accept. I myself lost over 100k euros on a single game a few years ago, but I didn’t start talking about refunds.

 

[deleteduser2606081134]

Do you come here with these warnings AFTER you have lost your money? Or did you realize quite quickly that there was something “sketchy” on your account statement, and as the responsible person you are (given your warnings) you of course stopped the activity, didn’t lose the money, and then demanded a refund.





Furthermore, I can say that I have played at all these casinos and can easily say that among casinos without reputable licenses these are actually quite good. I have several times made withdrawals of 4–5k euros that were paid out within 1 hour.





You got the service, meaning you wanted to play, you deposited money, it was credited to your gaming account, and you were able to play. The fact that you lost—that’s something you have to accept. I myself lost over 100k euros on a single game a few years ago, but I didn’t start talking about refunds.

I actually noticed several suspicious elements from the very first day I made deposits.

First, the customer support appeared to be entirely AI-driven, with no clear way to reach a real person. Second, I discovered that my deposits were being processed through a payment provider that was not authorized or disclosed in a transparent manner.

What raised even more concerns was that I accumulated over €10,000 in winnings (as shown in the attached screenshot), yet I was never able to withdraw any of it. When I requested my first withdrawal of €2,000, customer support informed me that the payment would be processed within 6 to 8 hours. That withdrawal was never sent.

Shortly afterward, my account was suddenly blocked for what they called an “enhanced verification” process, despite the fact that I had already provided the requested information and the withdrawal had already been initiated.

Since then, not only has my account remained blocked, but I have also been denied access to the support chat, making it impossible to obtain any meaningful update or resolution.

So yes, I identified multiple red flags very early on, but by the time the account was restricted, I had already deposited funds and generated winnings that I have still not been able to access.

 

[deleteduser2606081134]

Do you come here with these warnings AFTER you have lost your money? Or did you realize quite quickly that there was something “sketchy” on your account statement, and as the responsible person you are (given your warnings) you of course stopped the activity, didn’t lose the money, and then demanded a refund.





Furthermore, I can say that I have played at all these casinos and can easily say that among casinos without reputable licenses these are actually quite good. I have several times made withdrawals of 4–5k euros that were paid out within 1 hour.





You got the service, meaning you wanted to play, you deposited money, it was credited to your gaming account, and you were able to play. The fact that you lost—that’s something you have to accept. I myself lost over 100k euros on a single game a few years ago, but I didn’t start talking about refunds.

Despite this bad experience, I agree with you that there are casinos that genuinely pay their players. I have personally won substantial amounts in the past and have always been able to withdraw my winnings without any issues.

My biggest concern with Curaçao-licensed casinos has always been the risk of never receiving the money when it comes time to cash out. Unfortunately, this experience has confirmed exactly that fear. Seeing more than €10,000 in winnings on my account, requesting a withdrawal, and then having my account blocked with no clear resolution is precisely the situation I was hoping to avoid.

Honestly, after going through something like this, it really makes you lose all desire to play anymore.

 

[deleteduser2606081134]

Another point that concerns me is their Trustpilot presence. Their previous profile appears to have been removed a few days ago for violating Trustpilot's guidelines, including concerns about reviews that may not have been based on genuine customer experiences.

Since then, they have created a new profile under the name "Welle-Bet". What I find surprising is that it has already started receiving a stream of highly positive reviews in a very short period of time.

Everyone can draw their own conclusions, but considering my personal experience with this casino, this raises additional questions for me about the transparency and reliability of their practices.

 

[deleteduser2606081134]

Since they blocked me, I installed a VPN to continue getting information on the support chat, and it is always exactly the same copy-paste responses.

 

[maxd]

Sorry to butt in here but if you knowingly go to a Curaçao casino and deposit not only have you accepted their Terms — and the cautions included therein — but you have agreed to accept the rules, regulations and operating procedures of that casino in the applicable jurisdiction, namely Curaçao.

As a Belgian national, I was not aware that Curaçao casinos are prohibited in England.

Then obviously you had ignored the Terms which explicitly name the UK as a restricted country.
Belgium is also heavily restricted from many of Welle’s game providers.
From the start it appears that the first fault lies with you and you alone.

The transactions appear on my bank statements under the billing entity “Eltaris Ltd”.

You are an experienced player, you know full well that many casinos — especially off-shore casinos — use whatever payment providers they can find that work well for them. Restrictions regarding payment processors used and how transparent a given payment processor is does not typically apply to such casinos — given the lax nature of most off-shore jurisdictions — and I think you know that very well too.

Frankly I don’t see that your arguments regarding the payment processor hold any water given that you will have known that you were playing in a jurisdiction where payment processor rules were few and far between.

In particular, what the UK thinks of a given payment processor has less than zero relevance to a casino licensed in Curaçao serving a non-UK national. In Turkmenistan it’s illegal to own or drive a black car. How much credit would you give to someone on a soapbox in Piccadilly Square demanding the arrest of some poor sod stopped at the streetlight driving a black car because he was driving a black car? A country’s laws apply in that country not at some random spot on the globe that has little or nothing to do with said country.

If the situation is not resolved within 7 days, I will proceed with a chargeback via my bank and escalate the matter to the relevant gambling regulators and consumer protection authorities.

That is a threat and you’ll know from reading the Casinomeister Forum Rules that using your Casinomeister account in that way is explicitly prohibited.

I am posting this here so other players are aware of my experience and can make informed decisions.

No, you are posting here to arm-twist the casino into giving you your winnings (see previous quotation). Skip the “good Samaritan” routine. It’s embarrassing and everyone sees what you’re really here for, just get on with it.

They have also received several warnings on Trustpilot ...

There are complaints on Trustpilot from players complaining that Casinomeister hasn’t given them their casino winnings. Casinomeister doesn’t run a casino and there are no “casino winnings” here. Trustpilot doesn’t care, they let that complaint stand and drag down our rating accordingly. My point is that Trustpilot is largely rubbish so a complaint on TP is worth all the toilet paper it’s written on.

Listen, I get that you’re pissed-off about not getting your winnings. If you had come to us via the PAB process we might have been able to help, but given all your posts here that’s no longer an option. You’re welcome to pursue your case here but you’ll need to start being honest and forthright about it because the posturing and faux “concerns” aren’t convincing anyone and they reflect poorly on you. Cut to the chase, see what — if anything — can really be done. That’s kind of the point isn’t it?

Regards,

Max Drayman
Forum Moderator

 

[deleteduser2606081134]

Sorry to butt in here but if you knowingly go to a Curaçao casino and deposit not only have you accepted their Terms — and the cautions included therein — but you have agreed to accept the rules, regulations and operating procedures of that casino in the applicable jurisdiction, namely Curaçao.



Then obviously you had ignored the Terms which explicitly name the UK as a restricted country.
Belgium is also heavily restricted from many of Welle’s game providers.
From the start it appears that the first fault lies with you and you alone.



You are an experienced player, you know full well that many casinos — especially off-shore casinos — use whatever payment providers they can find that work well for them. Restrictions regarding payment processors used and how transparent a given payment processor is does not typically apply to such casinos — given the lax nature of most off-shore jurisdictions — and I think you know that very well too.

Frankly I don’t see that your arguments regarding the payment processor hold any water given that you will have known that you were playing in a jurisdiction where payment processor rules were few and far between.

In particular, what the UK thinks of a given payment processor has less than zero relevance to a casino licensed in Curaçao serving a non-UK national. In Turkmenistan it’s illegal to own or drive a black car. How much credit would you give to someone on a soapbox in Piccadilly Square demanding the arrest of some poor sod stopped at the streetlight driving a black car because he was driving a black car? A country’s laws apply in that country not at some random spot on the globe that has little or nothing to do with said country.



That is a threat and you’ll know from reading the Casinomeister Forum Rules that using your Casinomeister account in that way is explicitly prohibited.



No, you are posting here to arm-twist the casino into giving you your winnings (see previous quotation). Skip the “good Samaritan” routine. It’s embarrassing and everyone sees what you’re really here for, just get on with it.



There are complaints on Trustpilot from players complaining that Casinomeister hasn’t given them their casino winnings. Casinomeister doesn’t run a casino and there are no “casino winnings” here. Trustpilot doesn’t care, they let that complaint stand and drag down our rating accordingly. My point is that Trustpilot is largely rubbish so a complaint on TP is worth all the toilet paper it’s written on.

Listen, I get that you’re pissed-off about not getting your winnings. If you had come to us via the PAB process we might have been able to help, but given all your posts here that’s no longer an option. You’re welcome to pursue your case here but you’ll need to start being honest and forthright about it because the posturing and faux “concerns” aren’t convincing anyone and they reflect poorly on you. Cut to the chase, see what — if anything — can really be done. That’s kind of the point isn’t it?

Regards,

Max Drayman
Forum Moderator

You can remove my posts and my forum account from Casinomeister; it doesn't bother me at all.
The matter is in good hands. At no point did I use your forum to put pressure on the casino, as they are not even aware of this process.
I wish you all the best going forward...

 

[maxd]

User’s account closed and anonymised by request.

- Max