WinDetta Casino - Player's account has been closed after withdrawal request.

Betreff: Beschwerde über Konto-Deaktivierung und verweigerte Auszahlung – Windetta Casino

Sehr geehrtes Casino Guru Complaints Team,

ich reiche hiermit formell eine Beschwerde gegen Windetta Casino ein. Mein Konto wurde unmittelbar nach einer Auszahlungsanfrage deaktiviert – trotz vollständiger Identitätsverifizierung (KYC). Der Support reagiert seit einer Woche nicht mehr auf meine Anfragen.

**Kurze Sachlage:**

- Konto-Balance vor Auszahlung: [2000€]

- Auszahlung am: [20.07]

- Konto gesperrt am: [Gemerkt am 22.07]

Ich fordere eine Freigabe meiner Auszahlung und/oder die Reaktivierung meines Kontos.

Vielen Dank für Ihre Unterstützung und schnelle Bearbeitung.

Mit freundlichen Grüßen  

[Dein Name / Spielername]

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Did you accumulate your winnings with or without a bonus? If you played with a bonus, kindly send me a screenshot or a link.

What types of games did you play?

Have you made any successful withdrawals from this casino before?

Have you ever requested your account to be closed at this casino or any sister casinos belonging to the same operator?

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

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Hallo,

Ich habe mit Bonus gespielt und nachdem ich Wager beendet habe und auf Auszahlen geklickt habe und nach 2 Tagen prüfen wollte wieweit die auszahlung ist habe ich festgestellt das ich gesperrt wurde.

Ich habe den Provider Hacksaw gespielt.

Ich meine vor längerer zeit schonmal ausgezahlt zu haben bin mir aber nicht sicher.

Ich habe nie eine schließung beantragt.

Wovon soll ich Ihnen ein Screenshot schicken ? ich kann mich ja leider nicht mehr einloggen

Hallo, ist mein Fall für Sie noch aktiv ?

Thank you for your responses. I sincerely apologize for the delay in responding. We are currently managing over 1000 active complaints. While we strive to reply as quickly as possible, it is not always feasible to address all messages immediately. We have a 7-day response window for each complaint and will always get back to you as soon as we can. Thank you for your patience and understanding.

Please forward me all the communication between you and the casino regarding the closure of your account at veronika.f@casino.guru, or post screenshots here. Thank you for your cooperation.

Es wird behauptet ich hätte Bonus hunting gemacht und zu einem Späteren zeitpunkt die freispiele aufgemacht soetwas habe ich aber nicht getan.

Das ist ein Fehler von denen

Please ask the casino to send you your gaming history in Excel format, starting from the moment you activated the bonus up to the moment you submitted your withdrawal request, and then forward it to me at veronika.f@casino.guru. Thank you for your cooperation.

Habe die Mail geschickt

Have you received any response from the casino regarding your request?

Nein ich werde Ignoriertt.

Thank you very much for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear WinDetta Casino, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

Dear Pavel and hueseyinaslaner4,

We will review case in detail and get back to you with an update as soon as possible.

Best regards,

Windetta Casino Team

Dear Pavel,

Following a review of the account hueseyinaslaner43, our Risk Department identified violations of the Windetta Casino Bonus T&C.

The player used a prohibited practice covered by section 3 of the Bonus Terms: "Clients are not allowed to use any strategies when playing with an active bonus in order to meet bonus wagering requirements. Examples include delaying game rounds or bonus features to a later time in order to gain an unfair advantage."

Our investigation confirmed that the player delayed bonus rounds and returned to them after almost losing the full bonus balance. This gave the player an unfair advantage and is classified as bonus abuse.

Based on sections 3 and 14 of the Bonus Terms, the account was deactivated and the withdrawal request voided. The detailed game history has been sent directly to pavel.k@casino.guru

Best regards,

Windetta Casino Team

Dear Windetta Casino Team, I have responded to your e-mail.

Dear Pavel,

We have responded to your last e-mail.

Best regards,

Windetta Casino Team

I have responded once more.

Dear Pavel,

We have sent you a reply via e-mail.

Kind regards,

Windetta Casino Team

Dear Pavel,

We are still reviewing this situation within our team. We will be back with updates soon. 

Kind regards,

Windetta Casino Team

Dear hueseyinaslaner43,

After an internal review and discussion, we have decided to restore your account and return the previously deducted balance of 1980.69 EUR. Your account is now active again, and the balance is fully available for both gameplay and withdrawal.

Best regards,

Windetta Casino Team

Windetta Casino Team, thank you for the reconsideration!

hueseyinaslaner43, please, let us know when you will successfully withdraw your funds!

Danke für die erneute Überlegung. Ich habe die Auszahlung beantragt und wenn es ausgezahlt wird melde ich mich nochmal.

Die Auszahlung war Erfolgreich. Das Geld wurde überwiesen. Ich bedanke mich bei allen.

Dear hueseyinaslaner43,

We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.

Thank you in advance for your time.

Best regards,

Pavel Kaczynski

Casino.Guru