WinDetta Casino - Player facing withdrawal delay.

Hi,

from the start I want to say that Windetta is my fav casino so I hope it’s just some mistake. I have played on windetta for a while now, and been very unlucky, deposit a lot of money, but with the looses I still enjoyed playing on this website. I got lucky and I’m currently trying to withdraw money. They have rule to withdraw by 24hrs 3000 euro so I did that, and I can’t put another withdraw after 24hrs because of their rules. This is my first withdrawal on this website. I’m waiting, however they say they process withdrawal within a day, and so far it’s not my case. I’m fully verified, they have asked for one more picture (which is my credit card) and I have send it, and they quickly replied with verification. However my withdrawal is still not processed. I have deposited by Binance pay last time, and put withdrawal to my eth wallet. Chat keep saying they do withdraw process daily, but again they don’t process mine. I have deposited much more then I would like to withdraw so it’s heart breaking that my favourite casino is delaying this transaction. There is no msg from windetta casino to explain the delay so I hope someone could help me understand.

Dear dziiizas,

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

• Do I understand correctly that your payment is still pending inside the account without being processed?
• Could you please specify how many days ago was your withdrawal requested?
• Was your account successfully verified already?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account, especially if it’s your first withdrawal. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 800 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

yes I spoke to the support and she said it can take few days, so far I’m waiting 3 days. She msg that they are doing additional checks. I’m fully verified. I will wait 14 days then and let you know, but I’m sure it’s fine, I was just with impression that there windrawal time is 24hrs. My withdrawal is not approved it’s shows as pending.

I fully understand your frustration, dziiizas. However, I will set the timer for additional 6 days allowing to casino two full weeks to process the payment and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

It’s fine you can close this subject.

Thank you, dziiizas, for your reply. Do I understand correctly that your problem has been resolved successfully in the meantime? Do I have your permission to close this complaint as resolved or is there anything else we could try to help you with? Looking forward to hearing from you. 

Yes

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, dziiizas, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru

The entire team at Casino.Guru wishes you numerous joys and success throughout the entire year of 2024. May all your dreams come true.