Quote from: WEISS.bet on July 24, 2024, 11:20:39 AM

Quote from: DonnaMel on July 23, 2024, 06:01:50 AM

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.

Hey there,

Thanks for reaching out to WEISS about this! We appreciate you including your contact info and letting us know what's going on.

Right now, we kindly ask that you submit a withdrawal request once more to get your funds out. We'll make sure it happens smoothly on our end!

At WEISS, we're always working to improve, and your feedback is a big help. Your satisfaction is of the utmost importance to us. So, If you have any other questions or run into any snags, feel free to reply to this message or contact the WEISS support team directly. We are always available to assist you.

Thank you for your understanding and cooperation.

Have a nice day!

I submitted my withdrawal again and it's still pending now after 7 hours. Hope it will be processed tomorrow when I wake up.