The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment had not been processed yet. The issue was resolved after the player confirmed that they had completed the KYC verification and highlighted that their withdrawal request was within the casino's stated processing timeframe. Following this clarification, the complaint was marked as resolved by the player.
WinDetta Casino - Player claims that payment has been delayed.
Resolved
Our verdict
Case closed
Amount: €12,500
WinDetta Casino
Safety Index:Very highCase summary
Discussion
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5 months ago
Translation
Hello, I've been trying to withdraw money since Tuesday. I noticed it was rejected. On Wednesday, I asked why it was rejected, and I was told the reason was that my IBAN had changed. And I haven't deposited anything using the new bank details yet. I sent an email asking them to work together to find a solution. Unfortunately, my withdrawal requests are being rejected and my emails are being ignored.
I also explained to the casino that my old checking account had been closed and I now have a new one. I last deposited using a Visa card. Withdrawals aren't accepted.
What can I do? I described my problem via email on Wednesday and Thursday.
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5 months ago
Dear player,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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5 months ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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5 months ago
TranslationThank you for your feedback. I would like to add that I have already successfully completed the full KYC verification.
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5 months ago
TranslationOn September 18, I requested a withdrawal of €1,000. As of today (September 22), the money has not yet been credited to my account, even though the KYC verification is already complete.
I would also like to withdraw an additional €10,000. According to Windetta's Terms and Conditions (Section 6.6), withdrawals are processed within three (3) banking days. Longer processing times are only permitted in exceptional cases (additional audits or holidays).
A blanket waiting period of up to 14 days therefore does not comply with the terms and conditions, especially since my identity has been verified. I request that this point be taken into account in my complaint.
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5 months ago
TranslationMy withdrawal request was rejected without explanation, and I've been waiting so long that I'll never deposit money at this casino again!
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5 months ago
TranslationAccording to the technical data, the withdrawal with this ID was declined. For further information, please contact our finance department at kyc@windetta.com .
This was written to me. I sent an email on September 18th, but I haven't received a response yet.
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5 months ago
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear player,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Dominika
