Hello Weiss,
I have to share my poor experience with your website.
I signed up in March and deposited 40mbtc. Then I went on to play a bit and left my balance on the account for all this time. On July 13th I wanted to withdraw my balance (slightly higher than my deposit amount) but I was told I needed to rollover my deposit amount 1 time in casino or 3 times in sports. Apparently for anti money laundering rules. Okay, fine, seems fair. So I went into the livechat and asked if roulette was okay, and was told yes. So I rolled over the remaining amount playing roulette and requested a payout. It was rejected and I was told roulette did not count towards the rollover. So I was frustrated that I was misinformed by your live chat employee. I was now told only slots count.
I think it's pretty rediculous to force a customer to play slots if he does not want it, but I went ahead and played $2000 total in slots (this was the amount needed according to your live support and email support). Then I requested the payout again, but it was rejected within minutes again! So I went back into the livechat and sent an email and was told I needed $700 more in slot play. I even showed the support with a screenshot of my bet history that I had already played the required $2000 in slots, but even that got ignored. All the live support employee kept repeating is "you still need to play $700 in slots, and then you can request your payout". So, I was very frustrated but just decided to honour that request and just to be sure I played even $800 more in slots. Then I requested the payout again for a total of 73mbtc. This time it was finally not rejected, but now it stays completely silent. It is simply not being processed! Still "in process" according to your system for a week now.
Is this the kind of service you want to provide your players? False info in livechat, forcing players to play games they do not want (if money laundering avoiding is the reason then roulette should have been just fine) and stalling payout processing without reason.
Btw my account is already verified and I am a VIP. And I didn't even take any bonuses ever.
I hope this is just based on a mistake and you will finally process my payout which is pending for a full week now (requested 16th July). I am giving you the chance to solve it right here, my username at Weiss.bet is Donnamel. Do I really have to file a complaint in Askgamblers for this to be solved, let's hope that won't be neccessary?
I will report it here as soon as my payout is processed.
I have to share my poor experience with your website.
I signed up in March and deposited 40mbtc. Then I went on to play a bit and left my balance on the account for all this time. On July 13th I wanted to withdraw my balance (slightly higher than my deposit amount) but I was told I needed to rollover my deposit amount 1 time in casino or 3 times in sports. Apparently for anti money laundering rules. Okay, fine, seems fair. So I went into the livechat and asked if roulette was okay, and was told yes. So I rolled over the remaining amount playing roulette and requested a payout. It was rejected and I was told roulette did not count towards the rollover. So I was frustrated that I was misinformed by your live chat employee. I was now told only slots count.
I think it's pretty rediculous to force a customer to play slots if he does not want it, but I went ahead and played $2000 total in slots (this was the amount needed according to your live support and email support). Then I requested the payout again, but it was rejected within minutes again! So I went back into the livechat and sent an email and was told I needed $700 more in slot play. I even showed the support with a screenshot of my bet history that I had already played the required $2000 in slots, but even that got ignored. All the live support employee kept repeating is "you still need to play $700 in slots, and then you can request your payout". So, I was very frustrated but just decided to honour that request and just to be sure I played even $800 more in slots. Then I requested the payout again for a total of 73mbtc. This time it was finally not rejected, but now it stays completely silent. It is simply not being processed! Still "in process" according to your system for a week now.
Is this the kind of service you want to provide your players? False info in livechat, forcing players to play games they do not want (if money laundering avoiding is the reason then roulette should have been just fine) and stalling payout processing without reason.
Btw my account is already verified and I am a VIP. And I didn't even take any bonuses ever.
I hope this is just based on a mistake and you will finally process my payout which is pending for a full week now (requested 16th July). I am giving you the chance to solve it right here, my username at Weiss.bet is Donnamel. Do I really have to file a complaint in Askgamblers for this to be solved, let's hope that won't be neccessary?
I will report it here as soon as my payout is processed.
In my opinion, what you are reporting is something very serious, which is why I recommend that you create a scam accusation against them here:
https://bitcointalk.org/index.php?board=83.0
follow the appropriate format
https://bitcointalksearch.org/topic/scam-report-format-use-it-to-make-scam-reports-properly-260073
and provide all proof, preferably provide photos of the conversation you had with chat support, also provide a photo of your deposit, photo of pending and rejected withdrawal, photo of game history. Also photo of email conversation you had with support. I read the TOS of this casino in the part that talks about withdrawals and I don't see anything about it being mandatory to rollover the deposited amount. Maybe I'm not seeing it correctly:
Quote from: https://weiss.bet/apb
5. WITHDRAWALS FROM YOUR MEMBER ACCOUNT
5.1. You may withdraw any amount up to the available to withdraw balance in Your Member Account by issuing WEI$$ with a valid notice of withdrawal on the Website. The minimum and maximum amount of a one-time withdrawal transaction will be indicated in the “Cashier” on Your Member Account interface page per each of the available withdrawal methods (payment methods), while the maximum and minimum amount of such a one-time transaction may differ depending on the currency, in which the transaction is carried out, and the withdrawal method (payment method) You will have chosen to withdraw funds from Your Member Account. WEI$$ reserves the right on its discretion to split the payment and pay the withholding amount in daily instalments not exceeding 4,000.00 Euro (or its equivalent in other currency) per week. The transaction amount can be limited on the bank side. WEI$$ may request from You KYC or identification documents before any withdrawal.
5.2. Notice that WEI$$ products are consumed instantly when playing. Thus, WEI$$ can not provide returns of goods, refunds or cancellation of Your service when playing. If You play a Game with real money, the money will be drawn from Your Member Account instantly.
5.3. To free Your Member Account balance and withdraw all Your funds, You must first cancel any bets or other actions that You have made that remain outstanding. In order to make a withdrawal, You shall play a Game through the Website using active deposited amounts at least once prior to withdrawal. This procedure is in line with anti-money laundering practices.
5.4. Notices for withdrawals must be made via the Website. WEI$$ will not accept requests for withdrawal made by telephone or by email.
Employees of WEI$$ are not permitted to circumvent these instructions.
5.5. To process Your withdrawal request, we may require from You to verify your identity via passing our KYC and providing Us with Your identification documents such as passport, driver’s license, ID card or residence permit (the “Identity documents”). Such identity check usually takes from 15 minutes to 1 business day.
In a case if Your activity and/or identity will seem to Us suspicious or fraudulent we may conduct a High Check (the “High Check”) that includes the following steps: (i) providing Your Identity documents; (ii) providing Us with Your selfie (-es); (iii) providing your proof of residence (utility bill, phone bill, bank statement); (iv) passing phone verification. WEI$$ reserves the right to refuse in withdrawn due to inability of the User to confirm its identity. WEI$$ reserves the right do not disclose reasons of such refusal.
5.6. Considering that You have submitted Your identification documents (if applicable), WEI$$ will process Your withdrawal request. The withdrawal request processing may take from ten (10) minutes or more, if WEI$$ or relevant third parties have to perform additional checks.
5.7. WEI$$ will credit Your account back using the same method as You have previously deposited with, whenever possible. Upon withdrawing funds, Your own bank or other payment provider may add a further handling fee or charge. Such fees or charges may vary from time to time, thus please check the amount of fees and charges applicable to You (Your withdrawal transaction) before You make a withdrawal and ensure that such fees and charges are acceptable for You.
5.8. After the funds have been withdrawn from Your wallet (Member Account), You are solely responsible for any freeze or confiscation that may arise due to the exchange terms of use that restrict transactions from gambling websites. Always read and understand Your exchange's or other wallet provider terms of use and use at Your own risk.
5.9. Before any withdrawals are processed, Your behavior on the Website/usage of the Games may be reviewed for any irregular use of any vulnerabilities. Should the WEI$$ deem that irregular have occurred or a vulnerability was used, the WEI$$ reserves the right to withhold any withdrawals and/or confiscate all winnings and bonuses and to block Your account.
5.10 WEI$$ reserves the right to withhold WEFT Tokens from the Member Account of the User in the following cases:
- if the User has abstained from making any deposits from the moment of registration for a period of 2 (two) consecutive calendar months or does not logged in to the Member Account within 1 (one) calendar month after registration, WEI$$ reserves the right to withhold, within the Member Account of said User, all WEFT tokens granted to the User as part of the loyalty program, even in the event when the corresponding User made a deposit subsequent to the debiting of the WEFT Tokens. It is hereby acknowledged that these WEFT Tokens shall be deemed non-refundable;
- if the User has not logged in to WEI$$ within 2 (two) calendar months since the last activity on the Website, WEI$$ reserves the right to debit, without the right to recover, from the User's balance WEFT Tokens provided to the User as part of promotional campaigns, rewards and other methods of obtaining that do not include the play2earn program;
- if the User has not provided authorization within a period of 6 (six) consecutive calendar months on the WEI$$ platform, resulting in the assignment of the "inactive" status as a part of the User's Member Account, WEI$$ retains the right to fully withhold WEFT tokens from the User's Member Account balance, while also reserving the right to reinstate them upon request.
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$$’s sole discretion, if such amount has not been used at least once for gambling at the Website.
WEI$$ will inform You personally the applicable amount of the Withdrawal Fee, thus You will have the right to either agree or refuse to withdraw Your funds which have not been used for wagering and to pay WEI$$ the respective amount of the Withdrawal Fee.
5.12. Each User hereby acknowledges that upon accepting free money from creating its Member Account, that it may not be withdrawn unless the terms and conditions relating to this are adhered. To qualify for a withdrawal on these funds a minimum real money deposit must be made.
5.13. You acknowledge that the funds in cryptocurrencies are consumed instantly and WEI$$ does not provide for refunds or cancellation.
5.14. Cross-Chain Deposit (CCD). Cross-chain deposit means valid depositing of one cryptocurrency to the address of another cryptocurrency in blockchain. Recovery of CCD is a very dangerous and time-consuming process. Not all CCDs may be recovered, and the level of complexity, risk and time frames depend both on the type of currency and the address used for the deposit.
Having taken into consideration all factors WEI$$ team has developed the following fee structure of a cross-chain deposit recovery, WEI$$ will recover only those CCDs which exceed equivalent of 5,000.00 Euro at the moment of deposit transaction within a thirty (30) banking days period. The User incurs a ten (10) percent fee of the respective CCD (its amount) for the recovery.
In order to enable the recovery process, the User has to replenish his/her Member Account with the above mentioned amount. After the successful replenishment, WEI$$ support and finance departments take steps required for the deposit recovery. The fee will be written off from the User’s Member Account in case of the successful transaction.
Users should consider the described difficulties of the cross-chain recovery process and take into consideration a significant number of deposits mistakenly sent to the wrong address. Our team dedicates its best efforts to resolve the issue within the shortest time frames. Thus, we ask You to be patient.
WEI$$ shall have the right to refuse any request aimed to recover deposit made by You in cryptocurrency which is not Available Currency.
5.15. Maximum limit for withdrawals of a non-deposit amount bonus or free spins winnings cannot exceed the amount of a bonus applied. The remaining amount will be cancelled.
5.16. Please note that funds usually will be transferred to Your external account or wallet within ten (10) banking days upon the moment (date) WEI$$ has processed Your notice for withdrawal and WEI$$ confirmed (approved) such withdrawal.
source: https://weiss.bet/apb
It would be good if OP posted part of the casino's TOS about the obligation to rollover the deposit in the case of casino games and 1x and in the case of sports bets 3x in order to withdraw, because this way you avoid future problems why because even @Donnamel hasn't received it yet, even though he has already met all the withdrawal requirements?
