WinDetta Casino - Delayed verification process obstructs player’s withdrawal.

I won money fair and square with this casino. All my documents have been approved but now I’m told the verification has to go to the game provider to check my bets. I’m thinking this is just a tactic to not pay me out fast. I have also emailed them numerous times with no response. If I’m not starting to get withdrawal approved I’m going to open a case against them. This is money I won and I have the right to it.

Dear Cazandra13,

Thank you very much for submitting your complaint. Foremost, allow me to congratulate you on your great win. 

Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live casino games, slots, or sports betting)? Were your winnings accumulated with or without an active bonus, please?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi

thank you. I have played slots and it was winnings that accumulated and there was no active bonuses on my account. I have done the verification process and my account has been verified. All my documents have been approved but yet they tell me they have to send it to the game provider to get approved and this takes 3-14 business days to do so. Very inconvenient to say the least.

Please understand that it is a common procedure for casinos to audit players’ accounts, particularly, after accumulating a substantial win. From our experience, it may take 14 days, but every casino is different and has its own procedure that needs to be followed. That’s why we advise players to be patient and fully cooperate with the casino.

Could you please specify if you have withdrawn any winnings from this casino in the past or if this was your very first game session?

Hello Cazandra13,

Have there been any developments since our last conversation, please? 

Dear Cazandra13,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.