WinDetta Casino - Player reports blocked account and withdrawal issues.

I registered on the Windetta casino and successfully went through the verification process. After that, I deposited 20,000 using Astropay. I played Blackjack online, Monopoly online, Legacy of Dead, and won an additional 20,000. I decided to withdraw my 20,000, but for some reason, I was unable to send it to my Astropay account. I selected a suitable method for me using TRX, but the system demanded that I make a deposit with TRX to withdraw my money. I deposited another 5,000 and made a withdrawal of 25,000.

However, I was blocked for some unknown reason, and I did not receive any email notifications about this. I wrote a mail to the support, but no one has responded so far.

This casino is engaging in fraudulent practices and deliberately blocks accounts without giving explanations.

Please assist me, I still have 19,000 in my account. In total, I should have 44,000.

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Dear casinoastropay,

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

Hello Petronella.

I signed up, passed full verification and started playing the same day.

I played blackJack online, monopoly online, Legasy of dead.

I played without bonus.

Thank you very much, casinoastropay, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.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.  

Hi casinoastropay,

I wanted to inform you that since Tomas, your assigned resolver, is currently on vacation, I have decided to extend the timeline by an additional 7 days. Given that Tomas possesses the most comprehensive understanding of your situation and maintains direct communication with the casino, I believe this extension is warranted. Your patience is greatly appreciated, and I assure you that Tomas will reach out to you at the beginning of the upcoming week.

Thank you for your understanding and continued patience.

Hi casinoastropay,

First of all, sorry for the delayed response. I've reviewed your case and fully understand your concerns. I'll try my best to help you with the issue by contacting the casino.

I'd like to ask WinDetta Casino to join this conversation and share more information regarding the case.

Could you kindly explain the reason for blocking the player's account and withholding their winnings?

Thank you.

Best regards,

Tomas

Dear Tomas,

We provide details about the player's account PLAYER1214142(casinoastropay@gmail.com)

1)Player 2023-08-10 19:38 UTC+0 deposited game account from astropay (20000ARS) and once from TRX wallet(4682ARS).

2) Player evasilva4461 2023-08-11 has applied for withdrawal of funds to USDT wallet 25000 ARS.

On 2023-08-11, an additional verification was initiated on player PLAYER1214142 account based on suspicious activity on the player's account.

The additional check was initiated according to the rule item: 

2.4.1 The finance department may postpone processing a withdrawal request due to additional verification.

2023-08-11 having studied the entire history of the client Risk Department found the following:

According to the regulations of our casino for the withdrawal of funds, the client must make x3 of the deposit amount to be able to withdraw funds.

1) All deposits of player PLAYER1214142 were won in games Blackjack 11 with the maximum possibility of the return of bets. (all betting actions were made intentionally to make the deposit turnover x3 according to the rules of our casino), the difference in bets and losses or winnings did not exceed 10-15% of the balance of the client, and more than 95% of customer bets were made in this way.

2) The player PLAYER1214142 made a deposit with a prepaid card, but he requested the withdrawal of funds to a crypto-wallet. 

We have every reason to claim a violation of AML policy, in flagrant violation of project rules.

Based on these findings, the Casino Risk Department ruled that the player purposefully carried out all the actions to launder funds.

According to the rules of our casino:

11. Casino reserves the right to monitor all transactions with a view to prevent money laundering. Furthermore, Casino reserves the right to examine with special attention, and to the extent possible, the background and purpose of any complex or large transactions and any transactions that are particularly likely, by their nature, to be related to money laundering.

Betting activity will be monitored for irregular patterns.

On 2023-08-11, player PLAYER1214142 account was closed without the right of the opening and the balance was canceled, due to violations of our casino rules:

14.6. In that case, if we should close your account because of collusion, cheating, fraud, money laundering, other criminal activities, or breaching of the Terms of Use, which damaged us or any other third party, the balance of Your Account will be non-refundable and deemed to be forfeited.

2023-08-11 An email with detailed information about the reason for the account closing was sent to the player's e-mail casinoastropay@gmail.com

As you can see all actions in relation to the player's account were performed strictly within the rules of our casino, which are publicly available and are not hidden from anyone.

Best regards.

Windetta Casino Risk Department.

Hello. Thomas, Windetta.

I made a deposit via astropay 20000, after playing I tried to withdraw the money in any way but Astropay was not available, I chose TRX but the system would not let me withdraw the money as I had to make a TRX deposit. So I made a TRX deposit.

It's not illegal to play blackjack for small stakes, is it? I haven't broken any rules, have I?

And if you look at my account, I have been playing for a long time, it is likely that everything is x5 there.

It seems to me that this casino blocks on purpose and keeps all the money.

Dear casinoastropay,

Unfortunately, after gathering all the necessary information, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions. As mentioned above, you knowingly carried out all the actions to launder funds. The casino acted correctly and within its terms and conditions.

However, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by.

Thank you very much, WinDetta Casino, for providing information and for your cooperation.

Best regards,

Tomas