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Once again (just like in my last complaint), I won 300 euros in a tournament. The winnings are supposed to be free of wagering requirements, and I continued playing (the tournament winnings were credited during an ongoing game), eventually increasing my balance to 656 euros. When I tried to withdraw, it didn't work again. I contacted the casino and once more, my withdrawal was denied, saying I needed to wager the tournament winnings 3 times. What is this every time??? The rules clearly state otherwise. Now I had to wager everything again. They told me it was my fault and that I should have contacted VIP support.

No, I shouldn't have to! Tournament winnings according to the game rules are free of wagering requirements. I shouldn't have to beg every time.

Schon wieder (wie bei der letzten Beschwerde) habe ich beim Turnier 300 Euro gewonnen. Da der Gewinn ohne umsatzamforderung ist und ich dann weitergespielt habe (turnier-gewinn wurde während des laufenden Spiels gutgeschrieben) habe ich mein Konto bis auf 656 Euro gefüllt. Als ich dann auszahlen wollte, ging es wieder nicht. Casino angeschrieben und wieder wurde mir die Auszahlung verweigert, weil ich den turniergewinn 3x umsetzen müsste. Was soll das jedes mal??? Es steht klar in den Regeln. Und jetzt musste ich wieder alles umsetzen. Meine Schuld wurde mir geschrieben, hätte mich an die vip-betreuung wenden müssen.

Nein, hätte ich nicht! Turniergewinn laut Spielregeln ohne Umsatzamforderung, da muss ich doch nicht jedes mal betteln.

Hello Bollercolchen,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WinDetta Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? When was the last time you deposited? Isn't the wagering requested for deposit rather than the tournament winnings? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello.

So my account is verified and I pay in daily. I have attached email correspondence regarding my tournament win.

It is exactly the same case as last time (Complaint ID:99538 ).

Tournament winnings were credited to my balance in the middle of the game, an additional 356 won (no bonus, no outstanding turnover requirement).

I couldn't cash out, even though it was clear that there was no turnover requirement for the winnings. This was also acknowledged in the old complaint by Windetta. But why should I point out again and again that there is no turnover requirement when it is stated in the tournament rules?

Hallo.

Also mein Konto ist verifiziert, zahle auch täglich ein. Emailverkehr bezüglich turniergewinn hatte ich angehängt.

Es ist genau derselben Fall wie beim letzten Mal (Beschwerde-ID:99538 ).

Turniergewinn wurde mitten im Spiel auf mein Guthaben gebucht, zusätzlich 356 gewonnen (ohne Bonus, keine offene umsatzanforderung).

Auszahlen konnte ich nicht, obwohl klar war, dass es keine umsatzamforderung für den Gewinn gibt. Dies wurde auch in der alten Beschwerde durch windetta eingeräumt. Aber warum soll ich jedes mal aufs neue darauf hinweisen, dass es keine umsatzamforderung gibt, wenn es doch in den turnierregeln steht?

Good morning, is there anything new?

Guten morgen, gibt es was neues?

Thank you very much, Bollercolchen, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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 Bollercolchen,

It's Michal again. I have taken over your complaint and I must concur that it is indeed puzzling that the same issue has arisen despite previous clarification. I will contact the casino to seek an explanation.

Dear WinDetta Casino,

As in the previous complaint ID 107048, it was determined that winnings from tournaments should not be subject to any additional wagering requirements; rather, these funds should be treated as real money. Can you please correct it?

Dear Bollercolchen and Michal. 

We will check the information about this situation and provide a response as soon as possible. 

Regards, 

Windetta Casino Risk Department

Dear Bollercolchen,

We apologize again for the misunderstanding. 

The 300 EUR tournament prize money has been credited to your account. The amount is available for withdrawal without restrictions. 

Dear Michal,

We will also make changes on our part, so that future tournament credits will have no wagering requirements and similar situations will not occur in the future. 

Regards, 

Windetta Casino Risk Department

Thank you for your response and for correcting the misunderstanding, WinDetta team.

Dear Bollercolchen,

As per the response from the WinDetta team, the tournament winnings have been successfully credited to your balance and are now available for withdrawal without any limitations. I recognize that the circumstances you experienced were less than ideal, but it is important to note that even the most reliable systems can encounter occasional issues. I have my fingers crossed that your future tournament winnigs will be awarded to you as real money. Can we consider your complaint resolved?

Dear Bollercolchen,

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.

Hello. Thank you very much again for your support. Everything worked out

Hallo. Vielen Lieben Dank mal wieder für die Unterstützung. Hat alles geklappt

Dear Bollercolchen,

Thank you for the confirmation.

With the complainant's confirmation, we consider this issue successfully addressed/resolved. We will now mark it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: Rate Casino Guru (trustpilot.com) Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues. 

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru