WinDetta Casino - Player’s account has been closed with unjust restrictions.

Dear CasinoGuru,

I am submitting a formal complaint against Windetta Casino regarding their token-based system, unjust withdrawal restrictions, and the sudden disabling of my account. Additionally, I have reason to believe that changes to their Terms of Service (TOS) were made after I started playing, and these changes are now being used to justify the unfair actions taken against me.

Understanding Windetta’s Token System

Windetta Casino uses a token-based system integrated through a feature called the Trueplay widget, which operates as follows:

1. Players earn tokens through wagering on casino games. Tokens can be converted into real money at a fixed rate of 0.004 USD per token.
2. Instead of converting tokens immediately, players are encouraged to "hold" tokens, using a "holding limit" assigned to their account. By holding tokens, players earn a small share of the casino's profits over time.
3. Tokens can be withdrawn daily up to a pre-set limit, which starts at 250,000 tokens (equal to 1,000 USD). However, the casino reserves the right to adjust this limit at their discretion.

Timeline of events

I registered at Windetta Casino in early April 2024 and successfully completed KYC verification on April 5. I began playing casino games, accumulating tokens, and opted to hold them for profit-sharing instead of converting them to cash.

• On August 23, I withdrew tokens worth 1,000 USD, wagered them, and successfully withdrew the winnings without issue.
• On October 7, I made another withdrawal of 1,000 USD, which also proceeded without problems.
• On November 11 and November 19, I successfully withdrew 1,000 USD worth of tokens on each date. After these withdrawals, my daily withdrawal limit was abruptly reduced by half.
• On November 22 and November 25, I made two smaller withdrawals of approximately 500 USD each under the new limit.

After my withdrawals on November 25, my token withdrawal limit was reduced to zero, and my ability to hold tokens was disabled entirely. On December 5, I contacted my VIP manager to address this issue. They cited the following clause in their Terms of Service:

"Subject to paragraph 18.3 of Terms & Conditions, Windetta reserves the right to limit the withdrawal of tokens based on the user’s activity history."

This clause appears to have been added or altered after I started playing on Windetta, as I do not recall reading such a provision when I first registered and began using their services. On December 6, the day after my inquiry, my account was disabled without explanation.

On January 1, I reached out to my VIP manager again for clarification, but I have still not received a response.

Issues with Windetta Casino’s Conduct

• The casino’s decision to reduce my withdrawal limits and then disable my ability to withdraw tokens entirely was abrupt and unjustified. This is particularly troubling as I followed their rules and successfully completed previous withdrawals without issue.
• The clause cited by the casino to justify these restrictions appears to have been added or modified after I started playing. Retroactively applying new or updated Terms of Service to penalize players is highly unethical and raises serious concerns about transparency.
• Despite reaching out to the VIP manager and support team multiple times, I received no clear explanation or resolution. My last two emails to the VIP manager regarding the token withdrawal restrictions were completely ignored.
• Disabling my account without prior notice or valid justification has prevented me from accessing essential data and providing additional evidence to support my case.

The token system’s profit-sharing model resembles a scheme designed to incentivize players to hold tokens rather than withdrawing them. This creates a false sense of security, as players are led to believe they can access their tokens whenever needed. However, when significant withdrawals are attempted, restrictions are imposed arbitrarily, or accounts are disabled entirely.

Requested Resolution

I kindly request the following actions to resolve this matter:

1. Immediate reinstatement of my Windetta Casino account to allow access to my tokens and transaction history.
2. Full reimbursement for my remaining tokens at the agreed-upon rate of 0.004 USD per token. Alternatively, I request the reinstatement of my previous withdrawal limits, allowing me to withdraw my tokens incrementally.
3. A clear explanation of the criteria used to determine individual token withdrawal limits, along with evidence supporting the casino’s claim that my activity warranted such drastic restrictions.
4. Clear and prominent warnings on the Tokens page about the potential risk of withdrawal restrictions to ensure players are fully informed about the terms and risks associated with holding tokens.

Thank you for your attention. I am attaching all available evidence and can provide additional proof upon lifting the restrictions on my account.

Sincerely,

Laszlo

Dear laszlonagy,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

It's important to note that casinos are not obligated to offer benefits to their players and may exclude individuals from their loyalty programs without prior notification. While we understand the significance of keeping customers informed about changes that affect their experience, we do not intervene in such matters, as casinos are entitled to make their own decisions regarding loyalty rewards. Additionally, the Terms and Conditions of loyalty programs, including withdrawal limits, can be altered by the casino at any time.

Could you please specify when was the last time you deposited real money into your casino account?

What was the real money balance in your casino account when the casino decided to close it?

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 Veronika,

Thank you for your response and for addressing my concerns. I appreciate the opportunity to provide further clarification.

Regarding your questions:

1. Last Deposit: Based on my crypto wallet transaction history, my last deposit to Windetta Casino was 117 USDT, made on November 14th, 2024. Unfortunately, the casino does not send deposit confirmation emails, so I cannot verify this directly through their records. As my account is currently disabled, I am unable to confirm the deposit date on the casino's platform.
2. Account Balance at Suspension: At the time my account was suspended, my real money balance was 0. This is because I had a pending withdrawal of 900 EUR, which was split into three separate requests as per the casino’s instructions. The final installment of this withdrawal was processed and credited to me on December 6, 2024. Immediately after receiving this last withdrawal, my account was suspended without prior notice.

I consider the tokens earned on Windetta Casino to be equivalent to real money rather than bonuses. This is because tokens are directly tied to wagering activity and can be converted into USD at a fixed rate (0.004 USD per token). Furthermore, the casino’s token system encourages players to hold tokens for profit-sharing purposes, creating an expectation that these tokens are liquid assets with tangible value. Therefore, I view the value of the remaining tokens as part of my outstanding funds.

I hope this clarifies the details you requested.

Thank you again for your attention to this issue. I look forward to your response.

Best regards,

Laszlo

Thank you for your clarification regarding the tokens earned. While we understand your perspective, from our standpoint, these tokens cannot be considered equivalent to real money. They are virtual rewards granted as part of the casino's loyalty program for wagering real money and are considered an extra benefit rather than a monetary balance.

Ideally, withdrawal limits and conditions should be explicitly outlined in the casino's Terms to ensure transparency for players. However, since these tokens are part of the VIP loyalty program, their use and eligibility fall within the casino's discretion. Unfortunately, we are unable to influence these internal policies, as loyalty rewards and their associated terms are determined solely by the casino.

Furthermore, since your account balance was zero at the time of closure, we regret to inform you that we cannot assist further. It is important to note that online casinos, like other businesses, retain the right to decide who they provide services to. If the casino paid your legitimate winnings prior to closing your account, your best course of action is to seek a new platform to continue playing.

I’m sorry we couldn’t offer more support in this matter. However, if you encounter any issues with other casinos in the future, please don’t hesitate to reach out. Based on the circumstances described, we will proceed with closing this complaint.

Thank you for your understanding.

Best regards,

Veronika

Casino Guru Complaint Team