WinDetta Casino - Player’s account has been blocked on suspicion of gambling addiction.

First time using Windetta was already frustating.

I created my account and deposited 60brl, spent the WHOLE NIGHT playing and finally, with such effort, reached 200BRL for withdrawl, I've completed my verification on profile, sent my documents and etc, it took a while but the process of verification completed, I requested my withdrawl and went to sleep, when I woke up, I had the SURPRISE that my account was blocked because "User is disabled because of a gambling addicion" and I can't understand why, as I never had any account on this site or requested any kind of block on my account... They are just taking my money without explanation, even though seeing like a trustable casino.

Dear juchanyi,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with WinDetta Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Have you ever requested to be self-excluded in any online casino?

When was the last time you communicated with casino customer support and what was it about?

Have you received any email from customer support after your WinDetta account was disabled? If so, please forward it to veronika.l@casino.guru. Alternatively, you may post screenshots here.

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

Veronika

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.

Hi.

No, I didnt asked to be excluded.

They are only sending me automatic messages, and not helping me.

They said I used third party documents (this yesterday), but what happened is that I misspelled my last name, it is SANTOS and It was on site SANTO, before being banned I tried contacting kyc@windetta.com ON 20 DECEMBER AT 4H47AM (as they oriented me on chat, they did not try to help me on chat at that moment) but no one never replied on the mail as well, if they helped me as it is their job at this mail, this would never happen.

The strange thing is that they allowed me to do a deposit even with my last name incorrect and when I try to withdrawl on that same account, they ban me without even helping me before it.

I opened a complaint on the company that licenses this casino as well.

Just want my money back.

Mail I sent to kyc@windetta.com before being banned. They did not help me and just neglected me, as I tried to resolve the situation.

Please note that casinos usually verify a player's identity when a withdrawal request is submitted, not before depositing. Could you please confirm if all other information besides your surname was correct? Can you confirm that the first name and last name in your casino profile fully match those in your identity documents?

Do I understand correctly that you also submitted a complaint to the Antillephone Gaming Authority? Have you received any response?

Dear juchanyi,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.