The player from Cyprus faced issues with Windetta, as his €3,000 withdrawal was canceled and he was forced to make smaller withdrawals of €500, receiving only one. He believed this tactic was intended to delay him and result in losing his winnings, which prompted him to request account closure due to addiction. The Complaints Team reviewed the situation and informed him that they could not intervene in losses incurred after the withdrawal was canceled and funds were returned to his gaming account. Additionally, they stated that the casino had the right to close accounts, especially in light of the addiction claim, and therefore could not facilitate account reactivation or refund his canceled funds. The complaint was ultimately rejected.
WinDetta Casino - Player’s withdrawals were cancelled and subsequently lost.
Closed
Our verdict
Unjustified complaint
Amount: €3,000
WinDetta Casino
Safety Index:Very highCase summary
Discussion
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8 months ago
Translation
Subject: Complaint against Windetta – Canceled withdrawals & player deception
Honorable Men,
I had around €4,000 in my account and requested a withdrawal of €3,000, which was within the casino's limits (€20–€1000 x3/day). However, the casino cancelled my withdrawal and forced me to make smaller withdrawals of €500. Even when I followed their instructions and requested three withdrawals of €500, I only received €500.
This tactic seems intentional, to delay me and force me to gamble the money again. This caused me severe stress and led to me losing my winnings. Due to pressure, I even requested the account to be closed due to addiction.
I have proof (screenshots) for all of the above. Last withdrawal shown in the screenshot €800. Then I made it €1000 and then they cancelled my withdrawal 
Automatic translation:
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7 months ago
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.
Could you please clarify what the current real-money balance is in your account?
Has the casino closed your account due to gambling addiction, as you requested?
Could you kindly forward me the account closure request you sent to the casino, along with the casino's responses? My email address is veronika.f@casino.guru.
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
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7 months ago
TranslationRequest for account reactivation and compensation
Dear Veronica,
Thank you for your response.
I want to clarify the following:
1. My current account balance is zero as the casino cancelled a legitimate withdrawal I requested and transferred the funds back to the gaming account instead of crediting it to a real account. I note that I had previously made withdrawals without any problems. This development seems intentional or deliberate as it has caused me delay and pressure, resulting in me losing the money I am entitled to.
2. My report of account closure due to "addiction" was made in a fit of anger, when the casino asked for a reason for the closure request, and it does not correspond to reality. I have no addiction problem and wish to continue using my account normally.
Based on the above, I ask you:
A full refund of funds that were canceled or transferred incorrectly.
Reactivating my account so I can use it normally.
Review your process to avoid similar problems in the future and ensure that customers do not suffer undue delays or losses.
I have all the official casino emails documenting the cancellation of withdrawals and I can forward them to facilitate the process.
I await your immediate resolution, so that normality can be restored to my account and the damages I suffered can be repaired.
Thank you in advance for your response.
Best regards,
[name hidden by Casino Guru]
Edited by a Casino Guru admin
Automatic translation:
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7 months ago
Thank you for your detailed follow-up. We have carefully reviewed the information you provided regarding your withdrawals and account.
We understand that it is frustrating when a casino cancels withdrawal requests and returns funds to the gaming account. However, when funds are returned and the player chooses to continue playing, the risk of losing the balance lies with the player. Casino.Guru cannot pursue a complaint on behalf of a player for funds lost while playing games. In such cases, the proper course of action is to contact the casino’s customer support or submit a complaint to us before continuing gameplay. Once losses occur through play, there is no possibility for intervention or recovery.
Regarding the account closure, since the casino closed your account after your balance reached zero, we cannot request the casino to reopen it. Casinos have the right to choose which customers they accept and can close accounts at any time. This is a decision we do not influence. Additionally, given that you mentioned account closure due to "addiction," it would be considered explicitly irresponsible for the casino to reopen the account.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
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