The player from Germany was denied access to her account based on her location. After reaching out to the support, she was encouraged to use location-changing software to bypass the ban, which she deemed fraudulent. The player insists on refunding her losses amounting to around 6900 Euro. The player later confirmed that the issue was resolved.
WinDetta Casino - Player's account has been restricted.
Amount: €6,000
WinDetta Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.4
WinDetta Casino has a Safety Index of 8.4, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
9 months ago
Public
Public
9 months ago
Translation
Until today, my experiences had been mostly positive. I have a player ban in Germany, but at Windetta I was allowed to deposit over 21000 Euro from August 2023 until now, and I was able to withdraw 14100 Euro.
TODAY, suddenly during the game (I still had credit), the error "This site does not accept players from your country" appeared. Since then, I haven't been able to log in. I contacted the site through their chat function. The woman in the chat tried to inspire me to download software that would simply change my location, thus bypassing the ban. I asked her if she was serious, and she confirmed that she was!
I certainly don't need to engage with a site that encourages me to commit fraud!
It's already bad enough that I was allowed to deposit 3000 Euro per month, with no restrictions or anything.
That's why I insist on a refund of my losses (deposits-withdrawals = approximately 6900 Euro).
You can only see a summary of deposits and withdrawals after logging in (which is not possible without changing the location) the chat told me. When I informed them that it's my right to see this information, I was referred to their customer support email. I suspect there won't be any response there, especially if they're already encouraging me to commit fraud.
Perhaps you can help
Automatic translation:
Public
Public
9 months ago
Dear Bollercolchen,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.
Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds or winnings have been confiscated due to being from a restricted country. So, could you please clarify how much funds you had in your casino account when your access was restricted?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Kristina
Public
Public
9 months ago
Translation
I withdraw my complaint, everything is working again
Automatic translation:
Public
Public
9 months ago
Dear Bollercolchen,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Kristina
Casino.Guru
