WinDetta Casino - Player's tokens are blocked and account funds are restricted.

I've been playing at this casino for a few months. I'm still active, I have a lot of deposits, and the tokens I collect for playing suddenly got blocked and restricted. When I ask about my tokens, when I can use them, I get a message from the manager, which I've included in the photos. It states that I must constantly deposit and play at the casino for them to be available, as they're only for active players. So I ask the casino how active I have to be. I asked how much I should deposit and how long I should play, but I haven't received a specific answer. The only thing the manager tells me is to deposit and play consistently. This is encouraging players to deposit as much money as possible and to gamble. This is a crime. I told them I wanted to withdraw my money and close my account, but in emails they keep sending me from the manager to the casino's main email address, and no one knows when I'll receive my tokens. I found the same problem on AskGamblers: they wouldn't pay out a token, but when someone deposited 500 euros, they paid it out. I deposited 1,400 euros within two days. I played continuously for two days, and my tokens are permanently blocked. I'm asking casino gurus to clean up this casino and shut it down, because they're blatantly robbing players and blocking all available casino funds.

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.

Dear wellee62980,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience.

First, I’d like to clarify that closing an account is straightforward and has minimal impact – the player can reopen the account at any time, and the casino has no further obligations to the player.

Regarding your case, could you please provide the following information:

• Could you specify the reason for closing your account? Please forward the account closure requests you sent to the casino.
• Could you forward the specific terms and conditions of the casino regarding token usage?
• Have you received any confirmation or acknowledgment regarding your request to withdraw your funds?

You can send the requested documents to my email address: petra.h@casino.guru.

Thank you very much in advance for your cooperation.

Best regards,

Petra

I will send you information by email because I have a lot of photos and evidence in my files and it would be good for you to see it for yourself in person.

Thank you for your reply and for providing the previous details, wellee62980.

• Could you please clarify if these tokens are part of the Loyalty or VIP program, or just regular rewards for all players?
• Also, could you provide your request for closing the account, as I can currently only review the casino’s response?
• Additionally, can you share any other communication you had with the casino? This can include screenshots, emails, or chat records. You can send all documents to: petra.h@casino.guru or post your screenshots to this thread.

Thank you again for your cooperation.

Dear wellee62980,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Petra
Casino.Guru