WinDetta Casino - Player’s account has been blocked and winnings confiscated.

Hello,

I would like to address my issue with the windetta casino.

I made an account and i used a bonus code from a streamer.

I deposited 30euro and played. I won 300euros and tried to withdraw.

They requested some documents and i uploaded everything they wanted. They said that i had to upload also a selfie with the casino loaded on my pc monitor behind. i did that also. all this story held more than 2 week. When i uploaded the photo i thought ok i did everything and just waited but nothing.some days pass and i tried to login to see if the money were withdrawn because on my account they were not shown yet and i discoverd that they had ban me with a message that my account was blocked due to gambling addiction...

With only one deposit they decided to tell me that im addicted.

I contacted their support and they told me that my account was blocked because they saw a sign up from the same address with me and that it played the same games. Of course i tried to explain them that i live in the same appartment with a friend and i told him to watch the same stream as me and to sign up in their casino because it seemed ok and fair. They never answered again nor they gave me my money. I sent ID Address bank accounts selfie and everything how they say that im the same person as the other guy that did the same...

Dear chrisprf,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. I have checked the Terms and Conditions of WinDetta Casino and this is what I found:

2.6. By creating an account, you agree to provide only reliable information about yourself, such as your name and other personal information. You also agree not to create duplicate accounts; each user is only permitted to create one. The account cannot be duplicated using any other person, family, address (postal or IP), or email address associated with the device. Accounts other than the primary account are considered duplicates. 

3.1. Windetta may at its discretion at any time:

(...)

- suspend or block access to the services of the Сompany, confiscate funds from the player's balance in the event that the same payment details are used with another account.

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players: 

"For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations." 

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only. 

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding. 

Best regards, 

Veronika

Η κατάθεση έγινε με Paysafecard. ανάληψη ζήτησα από δίκη μου κάρτα με το όνομα μου. Δεν υπάρχει κάτι διπλότυπο. Ότι έχω βάλει είναι με το όνομα μου. Έναν λογαριασμό είχα εννοείται. Δεν είναι το πρώτο καζίνο που έχω κάνει εγγραφή. Γνωρίζω τη διαδικασία. Δεν έχω παραβιάσει κάποιον όρο. Γιαυτο και ξαφνιάστηκα δεν μου έχει ξανατύχει πουθενά…

Do I understand correctly that both you and your friend used Paysafecard as your deposit method but both of you used your own Paysafecard, not the same one?

Also, have both of you played on different devices or have you accessed the casino website from the same device?

Were you the first one who opened the account in this casino?

Ααααα τώρα κατάλαβα. Μήπως δημιουργήθηκε πρόβλημα από το λογαριασμό που έκανε η γυναίκα μου; Γιατί αυτή δεν έχει paysafe λογαριασμό και φόρτωσα όλες τις paysafe στο δικό μου και έκανα κατάθεση και στους 2 λογαριασμούς.

Do I understand correctly that both you and your wife have accounts in this casino, and you deposited to both accounts using the same payment method? Who is the owner of the Paysafecard used to make deposits?

Στη paysafe είναι δικός μου ο λογαριασμός

Did you send money from your Paysafe to your wife's casino account?

Ναι έστειλα από το δικό μ

λογαριασμο paysafe στο λογαριασμό καζίνο της γυναίκας μου

I apologize, but using the same payment method to deposit into multiple casino accounts is not allowed and may result in the confiscation of funds from all accounts as stated in the Terms and Conditions. Unfortunately, we are unable to provide any further assistance in this matter.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.