WinDetta Casino - Player’s account has been closed.

Good afternoon, I registered at the casino and successfully passed the verification. I have never played bonuses. I play only and only blackjack. After a few weeks of playing, I had both losses and wins. I had several deposits and withdrawals. However, at one point the casino told me that my account was closed because I violated the rules.. I don't understand what exactly.. there was 1500 euros in my account.

Dear stoyanstoyanov990,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to clarify your situation.

Could you please send me the email from the casino you received after your account was blocked? My email address is veronika.f@casino.guru.

Has the casino specified which rule you allegedly broke?

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

Dear stoyanstoyanov990,

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.

Sorry for my late respond i sent you the email from the casino.

Thank you very much, stoyanstoyanov990, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.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.

Hello stoyanstoyanov990,  

This is Michal again. I have taken responsibility for your complaint and have reviewed your case. It appears that you found yourself in a situation similar to those you have been in at other casinos. I will reach out to the casino to obtain further details about this matter and the basis for their decision. However, let me be clear: if their concerns are once again linked to your gameplay methods and these involve techniques that breach their rules, I will have no choice but to reject your complaint outright.

I must stress that continuing to engage in gameplay behaviours that have previously violated casino regulations is highly likely to draw attention across other platforms. This could result in your name being placed on a list of individuals not welcomed at various establishments, which will hinder our ability to assist with any future complaints.

Our mission is to advocate for fairness and support players who have genuinely been treated unfairly. At the same time, we cannot and will not support actions that intentionally violate casino regulations in pursuit of an unfair advantage.

Please take this message seriously, as it is critical to approach gameplay in strict adherence to casino rules to avoid further consequences. Thank you for understanding.

We would like to invite WinDetta Casino to join the conversation.

Dear WinDetta Casino,

Please share the reasons for your actions with us and provide any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the evidence to me at michal.k@casino.guru. Thank you.

Dear Michal,

We will investigate the user case and provide you with information as soon as possible. 

Regards, 

Windetta Casino Team

Dear Michal,

Information about the user's situation has been sent to your e-mail. 

If you require any further information, we will be glad to provide it. 

With respect, 

Windetta Casino Team

Thank you for your response and the evidence you provided, Windetta Casino Team.

Dear stoyanstoyanov990,

After a comprehensive review of the information and evidence presented by the casino team, it has been determined that your gameplay once again utilized methods that are not allowed, resulting in an unfair advantage as was detected in other casinos previously. Both the Windetta Casino Team and the game provider have raised concerns regarding this matter.

Unfortunately, after considering all pertinent information, we must reject this complaint as it is considered unjustified due to breaches of the casino's terms and conditions, which have been previously communicated to you by the casino team. We strongly advise you to comply with the established rules, as any future complaints related to prohibited gameplay at any casino will likely be dismissed as well.

We regret that we are unable to provide further assistance in this situation. If you experience any issues with this or any other casino in the future, please do not hesitate to contact us, and we will try our best to help you.

Best regards,

Michal

Casino Guru