WinDetta Casino - Player's account suspended due to alleged duplication.

Hello,

Last week, I deposited some money at Windetta Casino and managed to accumulate up to 320 euros.

I was looking to withdraw this money.

Then I receive an email regarding KYC (know your customer). I uploaded everything and that was fine, but when I tried to log into my account recently, I found that it had been suspended.

I've also talked to live support and they're hinting at something to do with a duplicate account.

That simply cannot be true. I've been playing online casinos for years and have never encountered such a problem.

Perhaps you could assist me with this matter?

Dear Hugo2020,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WinDetta Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
• Could you please list which documents you submitted for verification?
• Have you accumulated your winnings with the help of bonuses?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hello Tomas,

No, it can't be because I live alone

My ID, a bank statement, and then they wanted my credit card.

No, there was no bonus.

If you have your conversation with the casino saved, please forward me a transcript or an email with your correspondence with the casino.

My email is tomas@casino.guru

Unfortunately I didn't save it.

Thank you very much, Hugo2020, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Hugo2020,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

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

Dear WinDetta Casino,

Can you please provide more information on why was the player's account suspended? Please forward any evidence of the supposedly multiple accounts to me at michal.k@casino.guru

I would also like to point out again that I have already contacted you via email so that they can tell me which supposed emils the double accounts are running on but no answer, live support is the same.

Dear Hugo2020,

We inform you that your account was closed and the balance was canceled, since during verification it turned out that your account is a duplicate, which is a violation of the rules of the project, of which you were notified 2023-11-20 15:47:29 UTC+0 via email linked to your casino account.

Dear Michal,

We want to inform you that all additional information with evidence confirming the player’s violation of the rules of our casino has been sent to your email michal.k@casino.guru

Please review the information provided.

Best regards, Windetta Casino Risk Department.

Yes, exactly, I would be informed but I would never be told which emails it was about.

I have 2 emails, one is icloud and the other is gmx and the gmy email is just for work so it's pretty unlikely that I used the email.

So can you tell me which emails these are?

Thank you for your email, Windetta team. I have replied back and am awaiting further information to better understand the whole situation.

Dear Hugo2020,

We are still discussing your case with the Windetta team. You will be informed once there is a development.

Dear Michal,

We inform you that the additional information you requested has been sent to your email.

Please review the information provided.

Best regards, Windetta Casino Risk Department.

Thank you for your email and provided evidence Windetta Casino Team.

Dear Hugo2020,

After gathering all the necessary information, we are closing this complaint as unjustified due to breaching the casino's terms and conditions - there are reasonable grounds to believe we are talking about duplicate accounts or close collusion/strong connections between several casino accounts. 

The casino acted in accordance with its terms and conditions, and we accept its decision.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we try our best to help.

Best regards,

Michal

Casino.Guru