WinDetta Casino - Player's account blocked following withdrawal request.

On August 16, I created an account at the Windetta casino, the account was activated perfectly, I voluntarily sent the necessary documentation to be verified and after half an hour I had the account activated and successfully verified. I loaded money through astropay, I played it and I lost it, then I loaded more money through the TRC20 network, it was credited to me, I played, I earned a little more from the deposit and requested to withdraw it, here they started with what they had to do a payment verification , they asked me for documentation already requested in the first account verification process, but without a problem I sent it to them again, yesterday Monday they told me that it was necessary for me to send a selfie photo with ID that looks better, so I took it again more clear and I sent it, and today Tuesday I got up and since they didn't answer I tried to enter my account and the legend that the account was blocked due to gambling addiction appears????, it is very clear that they do not want to pay me my money, but that this addiction argument is stupid. I would like to help me, please, to recover my money since this attitude makes it clear that they have no shame in blocking an account without an argument for not returning or paying a withdrawal. Thank you and I look forward to helping you. Once again frustrated with what I thought would be a place to play in peace and be able to deposit and withdraw without problems, it is clear that this is not the case.

At your service. Facundo F****

Windetta user: PLAYER1233927 (Facundo F****)

registration email. facu****@gmail.com

Hello ffilimon,

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 you've been self-excluded with any gambling license or any other casino? Did the casino clarify how did they come to the conclusion that you have gambling addiction? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick, I have never ever excluded myself from any casino because I have never had problems with the game, never, the casino never clarified anything at all, the steps were like this, create an account, successfully pass the verification, deposit... I lost. ..deposit... I earned a little, requested the withdrawal, they asked me for extra documentation to verify the withdrawal... and after sending what they asked me, when I wanted to enter again, I couldn't and the legend says that the user is disabled for addiction to the game???.

The last time I spoke to the casino was to release the payment, I sent it and then what I told happened, when he asked me for a selfie with ID in hand.

If you wish, I have the transcript of a chat where the assistant tells me that I have the funds available to withdraw.

Thank you and I hope for a speedy resolution, I can't believe how they can be so basic to block the account with any excuse when I just want to withdraw my money...

Hello ffilimon,

Please forward the mentioned communication and any other relevant proof to nikolas.b@casino.guru.

Nick: I attached the request by mail.

slds

Hi Nicolas. Did the documentation arrive in the email correctly?

In view of. Filimon

Hello ffilimon,

Thank you for the forwarded e-mails. However, it does not contain any communication between you and the casino regarding the account closure or self-exclusion. What exactly did they respond when you contacted them after your account got closed?

Hi Nick, that's exactly the problem, they never responded to me again! They didn't even communicate, I forwarded you the email sent after they blocked my account, I go over the facts, I deposited, I asked how to withdraw, they assisted me very well by chat, they made the funds available to me to withdraw (after having put them into play and completing the requirements for the withdrawal to be possible), when I made the withdrawal request they asked me for extra documentation by email, I sent it to them, and then they blocked my account, when I wrote asking what happened there was never a response from them, that's why start this complaint.

Regarding your question about what they responded, it is that they did not respond, that is why I did not send you any of that, there is no communication or response from them, only the account blocked with the argument of gambling addiction (??). I ask you please if you could communicate with the casino so that they can stand up against this outrage and deception.

Greetings and waiting for a quick response

Facundo F*****

Player 1233927 by Windetta

Thank you ffilimon for the clarification. I will now forward your complaint to my colleague Jozef (jozef.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear ffilimon,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

I attach Windetta's request to absolutely reject her accusations. and give me my money back and let me play.

I attach the screen prints where you can see the deposits made from my verified Astropay account, there you can see my data, my verified account, etc.

It is an absolute lie and I ask you to present proof that they sent me an email with the reasons for the closure on August 22. That never happened.

The explanation about the reasons for closing the account that they make is unusual (it is fraud to deposit to play and want to withdraw...????) and I do not understand how they come to the conclusion of fraud, if I deposit money, it is to bet with the hope of winning, and if I do, I hope to be able to withdraw the money, therefore obviously I must play what I deposited 3 times to be able to withdraw it later, when I consider that I won a small part more than what I deposited, I do not understand what it means It's bad to bet to win, isn't it the ABCs of betting??? Why is it seen as fraud that you want to earn a little and withdraw it? How should I do it if you please explain to me, how I deposit...play...win...and withdraw...Windetta, please explain it to me???

I expect a prompt response, there must be a very serious confusion for them to accuse me in that way.

I ask Guru to read my arguments and analyze them please and to read Windetta's vague and obvious arguments carefully and not to publish the prints since there is data from my Astropay account. Thank you

Facundo Filimon

ID 25282688

Dear ffilimon,

Thank you for the information that you have provided.

Your account information has been reviewed in detail.

The Risk Department of the casino has decided to make the payment in the amount of 12.927 ARS. That was the amount you had on your game balance at the time of the write-off.

On 18.09.23 the payment of 12.927 ARS was successfully made to your USDT Crypto Wallet(TBncwByLEHphg2K8dVWh3B3vNTCNnn52E1).

Please confirm receipt of this amount.

Your account remains closed due to suspicion of the possibility of further violation of the rules of our casino. This decision is final.

Best regards.

Windetta Casino Risk Department.

I confirm the deposit of the 12927 in my account, however I want them to restore my account and let me play, since I like the casino and I like that game and the Windetta graphics in particular. I don't understand why the suspicion they talk about for wanting to bet to win, there is always the risk of losing, in fact they never mentioned that before wanting to withdraw the above I lost 10 thousand pesos playing aviator, then when I won a little I wanted to withdraw.

I want them to restore a verified account for which they asked me for a lot of documentation that I sent them without any problem. I am an excellent customer who just wants to play at this casino and if I lose I lose but if I win I want to be able to withdraw my money without having to make this complaint and this bureaucracy to get my money back.

I expect a positive response from the casino, and I make myself available if they need other documentation that is required to prove that they are wrong in my intentions and that I only want to play...

Dear ffilimon,

The casino has the right to refuse any player they want as long as there are no unsettled amounts. As their decision is final, is there anything else I can assist you with?

I would like Guru's objective opinion on Windetta's arguments for suspecting me when I just want to play win and fold. As if that were wrong. Since I found a healthy way to play and be able to win a little without falling into addiction, they accuse me of fraud? And they close my account? It seems scandalous to me and in everyone's sight that the only thing they want is for you to just deposit and leave them the money as a gift without assuming even a minimum cost that includes the possibility that some clients are measured and play little and win something...

Doesn't it seem to you, Guru, at the very least unethical that a casino argues that since I played and withdrew my winnings, it closes my account? For attempted fraud? As if wanting to win was a fraud? It seems to me that nothing can be done since they reserve the right to close my account. You should make this unfair way of proceeding by this casino visible and not take it as something natural.

I would like you to intercede so that they let me play.

Dear ffilimon,

I am very sorry about the situation, but it implies that they merely have suspicions about you. It doesn't necessarily have to be true or significant, but the casino has the authority to select their customers. If they don't want to keep you as a player, they have the right to deny you from playing. It is their product, and it is reasonable for them to decide who they offer it to. Regrettably, considering all the information I have, I have no choice but to reject your case.

An alternative option is to file an official complaint with the licensing authority of the casino. I may assist you with this process, and you can reach me at the email address provided below. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru