The player from Germany, who had won 800 Euros in a March tournament, had trouble withdrawing her winnings. The casino had initially informed her that the winnings had a turnover requirement of x3, despite the tournament rules not having stipulated this condition. After we had intervened and contacted the casino, the casino admitted to a misunderstanding and confirmed that the tournament winnings had no wagering requirements. The casino then credited the 800 Euro prize to the player's account for withdrawal. The player encountered some issues with inputting her new bank account details, but eventually managed to do so and confirmed the receipt of her winnings. The issue had been successfully resolved with the player receiving her prize money.
WinDetta Casino - Player complains about unexpected withdrawal restrictions.
Amount: €800
WinDetta Casino
Safety Index:HighCase closed
RESOLVED
Case summary
I placed third in the March tournament and won 800 Euros. The tournament description said: "
When I tried to withdraw my winnings, I received a response that said, "Hello Nicole,
The same requirements apply to this bonus as they do to your cash deposits. As you know, all real-money deposits are subject to betting requirements to prevent money laundering, and this is standard practice in all casinos." "Congratulations on coming third in the tournament! 🥳 The amount that has been credited is real cash. Please note that all real cash gifts still have a turnover requirement of x3. After you have met these, the funds are available for withdrawal or further play."
I find this absolutely outrageous. It's not mentioned in the tournament rules and I'd like to have my money! It can't be that one has to play so much to earn the win and then experience this.
If I win 1 million in the lottery, do I also have to bet 3 million to receive the winnings?
Dear Bollercolchen,
Thank you very much for submitting your complaint.
I’m sorry to hear about the frustrating experience you've encountered with your tournament winnings at the casino.
I have checked the tournament rules, and this is what I found (here):
All prizes will be credited to the customer accounts within 72 hours of the promotion end.
All prizes will be credited as cash with no wagering requirements.
- Have you reached out to the casino's customer support regarding this issue? If so, could you share any communication or response you received from them? My email address is petronela.k@casino.guru.
- Could you clarify if there were any previous instances where you received similar winnings from tournaments?
Your cooperation in providing these details will help us investigate and work towards a resolution.
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,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
Hello. I have sent you emails.
At first I accepted it and tried to implement it.
However, a friend of mine then pointed out to me that I was entitled to the payout. That's why I contacted you
Must add:
I've won a few times in tournaments, everything under 50 euros. But it got so lost in the game that I didn't notice whether it had been wagered three times. I didn't find anything about it either. Only when I asked about the big win.
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,
I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.
We would like to invite WinDetta Casino to join the conversation.
Dear WinDetta Casino,
Could you kindly explain why the player needs to meet additional wagering requirements when the winnings are described as cash with no wagering requirements in the tournament Terms and Conditions?
Dear Michal,
After a thorough investigation of this case, we inform you that the prizes have no wagering requirements, which is clearly stated in the rules of the tournament itself.
Dear Bollercolchen,
We have thoroughly reviewed the situation you reported to us earlier.
The prize money from the tournament you participated in indeed has no wagering requirements.
Unfortunately, there was a slight misunderstanding, due to which you were given some incorrect information regarding the wagering requirements of the prize money.
At the moment, the prize of 800 EUR has been credited to your casino account and is available for withdrawal.
We apologize for the inconvenience and will do our best to avoid similar situations in the future.
Thank you very much. I have a new bank account (I have already photographed and uploaded the card), but I cannot enter this IBAN
Dear Bollercolchen,
When making a withdrawal request we ask you to check the correctness of entering information, IBAN number. When entering IBAN number there should be no spaces.
If you still have difficulties when making a withdrawal request, we kindly ask you to contact our Finance Department e-mail kyc@windetta.com to solve your situation with the withdrawal and the new IBAN.
Sincerely,
Windetta Casino Risk Department.
I have already written an email, hope it will be resolved quickly, because it doesn't work
I was able to enter the IBAN now, hope it goes through without any problems today.
Thank you all for solving the problem
Dear WinDetta Casino,
Thank you for your response and the clarification of the situation. I understand that sometimes slight misunderstanding can happen and I'm glad the situation could be clarified.
Dear Bollercolchen,
I'm pleased that the situation has been resolved, and you will be receiving your winnings. I'm hopeful that the payment from the casino to your new account will be processed smoothly. Please inform me once you receive the funds so that we can mark this complaint as resolved.
Money is already in the account.
Great help and support from you and windetta! Thank you
Great news, Bollercolchen. I'm glad to hear that you successfully received your winnings already.
As the complainant confirmed that they have received the funds, we consider this complaint to have been successfully resolved. We will now close 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, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.
Thank you in advance for your time.
Best regards,
Michal
Casino Guru
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