WinDetta Casino - Player's account terminated and bonuses confiscated.

I only joined this casino 2 days ago after seeing it on this site as recommended!

I spent €250 spinning into multiple bonuses (over €450 worth of bonuses) that i saved to open a bit later as i had to go to work for an hour. When i got back all the bonuses i had won had been cancelled and my money was not returned.

The reason given was "according to our bonus terms, delaying any game round in any game, including free spins features and bonus features, to a later time when you have no more wagering requirement and/or performing new deposit(s) while having free spins features or bonus features still available in a game is prohibited."

No matter how many times I explained I had no active bonus or wagering terms from the casino and that all the bonuses had been spun into using my own money they just would not understand or care. In the end I lost all the bonuses i had won and my money!

No apology, no offer of any kind and, (after i asked them to at least return my money or close my account because of this situation) just an email saying "Please tell us why you decided to make this decision?"... after i had already explained multiple times both to live chat and multiple emails to support!

After that they just closed my account with no further contact.

Hello ukedem,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with WinDetta Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you save any bonus rounds within any casino game to return to them later? Did the casino refund any of your deposits? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

Let me clear some things up... firstly my deposit wasnt €250, it was €50 and then another €140 which i turned into over €250 with some slot wins.

I then spent the next hour or two spinning into a number of bonuses on various Pragmatic, Playson and Wazdan slots. I saved all the bonuses as I had to go back to work and when I returned an hour later they had all been cancelled and the slot history for each slot had been reset, it was like i had never played on those slots.

I only joined this casino on Friday and sunday I made my first (and only) deposits. I verified my account right after joining (as i do with all the casino's i am a member of).

The casino has not returned or offered to return any of my deposits.

The last contact I received from the casino was yesterday afternoon via email... they said "If you claim that these bonus rounds occurred after you no longer had a bonus balance. Provide the exact round ID, exact time and game name."...

What they asked was impossible to do for 2 reasons...

1) their game history section has no search option and pages of around 20 spins per page so searching for a specific spin out of thousand is impossible.

2) As I mentioned above, every slot had been reset which included the history! So there was no way of even checking on the slot history as they were all zeroed! This also goes to show why reason 1) would be a waste of time.. I checked and all the slots and spins that had been cancelled were no longer in my game history section! After doing thousands of spins to get all those bonuses, my game history section now had only a grand total of 885 spins which were spins i had done before this happened.

By this time i had enough and in answer to their last email asking for this information I replied stating that they either return my deposits or close my account. There was no reply to this email and when i checked an hour later my account had been disabled.

I hope this clears things up a bit and thank you for trying to help!

Hello ukedem,

What kind of bonus balance did the casino talk about? Would it be possible to forward your betting history?

Please note that if you had an active bonus and kept the bonus spins within the slot games, it is against the terms to delay them and the casino had right to void your balance. Also as your deposits were already lost and you used your delayed rounds, there is no possibility to get a refund for them as they are lost.

Hello Nick,

That's the whole point, I had NO active bonus wich they could VERY easily have verified... i made a deposit of €140 without accepting any bonus and managed to get by balance to over €250 within an hour or so... I then proceeded to spin various slots and save any free spins i won. It was all done with my own money and at a time when i had no active bonus or wagering requirements.

I cant forward my betting history as they have blocked my account... but even if i had been able to access it, none of the history for ALL the slot free spins i spun into are there any more, all that history disappeared as soon as they cancelled all the free spins i won and reset the slots.

"Also as your deposits were already lost and you used your delayed rounds, there is no possibility to get a refund for them as they are lost."

The point is that i 'lost' all my funds to spin into and save all the 'delayed rounds' (free spins)! But I didnt 'use' them as you wrote, they were all cancelled! Thats all the issue, that i used my own money to get all those free spins and in the end i couldnt use them, they were just gone! I didnt mind 'losing' my money because i didnt class it as lost, the free spins i saved were worth a hell of a lot more than the money i used to get them.

Thank you ukedem for all the information provided. I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello ukedem,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Dear Matei,

Risk department has thoroughly checked the information on the complaint.

On 12/03/2023 a player placed bets in several slots on our project and received several bonus rounds in slots, but not all of them were winning, because from the moment the bonus round in slots started, these rounds were not completed in a short period of time.

Each game provider has its own rules regarding the timeframe for activation of bonus rounds and keeping the possibility of their activation.

We would like to draw your attention to the fact that the casino cannot influence the time of activation of bonus rounds by the provider. In such cases, when the bonus round has not been activated and played within the time frame set by the provider - the bonus round is canceled.

Best wishes,

Windetta Casino Risk Department.

Im sorry to say, that is complete rubbish, mainly because i tried to open my bonuses 2 hrs after i saved them! Almost all were on Pragmatic slots and i know for a fact that their timeframe is days and not hours, i daily save multiple bonuses won on their slots in various casinoes and sometimes dont open them until the next day!

This has been a total scam by Windetta and trying to justify it by stating the provider has a timeframe is just pathetic.

But, it is also VERY easily proven! Since you reset all the slots i won bonuses on, only you can check to see when they were won and when i tried to open them... almost exactly 2hrs later when i returned from work! Once that info us confirmed then it is also VERY easy to check Pragmatics time frame for delaying rounds.

Ofc I am expecting none of this to happen because you are doing anything and everything to avoid admitting a mistake and taking responsibility!

For me this is s great shame as i was a new member and i REALLY liked the look of this casino... it had so many of my favourite slots and providers 🙁

Ready to give up and put it down to being scammed and move in... ok you basically stole my money but against what i would have ended up gambling and losing in the long run, i guess i was 'lucky'...

Elias

Dear WinDetta casino representative,

Could you please inform me whether it's possible for the player to find information about the specific time frame for playing these bonus rounds somewhere visible near the bonus from which it was obtained?

Dear Matej and ukedem,

We inform you that this case is still being reviewed by the casino team and we will get back to you with full information in the near future.

We appreciate your patience and waiting.

Best wishes, Windetta Casino Risk Department.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Matej and ukedem,

We inform you that this case is still under review by the casino team and we are doing everything possible to speed up this process.

We appreciate your wait and apologize for any inconvenience this may cause.

Best wishes,

Windetta Casino Risk Department.

Dear Matej and ukedem,

We provide you with information regarding this case.

Since the player was unable to provide any additional information about the rounds (exact round times, round IDs), we contacted the provider to provide information about the user's pending rounds, but the provider has no information about the pending rounds and their potential results, since they were not completed player.

Please note that the casino cannot influence the activation time of bonus rounds on the provider’s side. Postponed rounds are canceled automatically on the provider’s side and the casino has no influence on this process.

In future, in such situations, we recommend that you save the exact time and ID of the rounds with which you are having difficulty, in order to avoid such situations and to resolve them effectively.

Best wishes,

Windetta Casino Risk Department.

Postponed rounds are not cancelled automatically on the providers side, like i said above, Pragmatic has a very long time for saving rounds.

Each casino has their own rule about how long rounds can be saved, in some casino's it is a few days, in others its a month... Stake for example saves rounds for 2 days, whereas Smokeace has a 14 day policy for saving rounds.

Either way, all my saved rounds were cancelled within 2 hours of me saving them so this has no bearing as there is no provider or casino that has a 2 hour limit!

These were cancelled by the Windetta and not the provider!

And for you to state that "

Waiting for approval

49 minutes ago

Dear Matej and ukedem,

We provide you with information regarding this case.

Since the player was unable to provide any additional information about the rounds (exact round times, round IDs), we contacted the provider to provide information about the user's pending rounds, but the provider has no information about the pending rounds and their potential results, since they were not completed player.

Please note that the casino cannot influence the activation time of bonus rounds on the provider’s side. Postponed rounds are canceled automatically on the provider’s side and the casino has no influence on this process.

In future, in such situations, we recommend that you save the exact time and ID of the rounds with which you are having difficulty", that is just a joke!

I could not make a note of the exact times and id's of the rounds after they were cancelled by yourselves because the history of them had gone because all of the slots that i had played on had been reset!

Matej, it has been made abundantly clear to me that the casino mistakenly cancelled all of my saved rounds due to somebody believing (wrongly) that i had an active bonus (which i didnt)... since then everything that has been said by them has just been to cover up for their mistake!

Even though i used €250 of my own money to spin into these free spins (which had a value of over €450) I am not expecting to receive any kind of compensation from this casino as it has proven over and over to be completely untrustworthy in this matter and i hope this matter stays unresolved!

Dear ukedem,

Could you please specify the exact games you were charging and the stage at which you left the games?

This way, we can check the data. Thank you.

I left all games as soon as i spun into the free spins, the list (and value of the free spins) is as follows;

Provider Wazdan;

Book of Faith - €20

Provider = Pragmatic;

Dog house Multihold - €20

Cleocatra - €20

Kingdom of the Dead - €20

Temujins Treasure - €38

Fire Archer - €25

Bigger Bass Blizzard - €18

Towering Fortunes - €80

Book of Golden Sands - €20

Bounty Gold - €25

Hot to Burn Extreme - €40

Chase for Glory - €30

The Wild Gang - €20

Provider = 3Oaks;

Sherwood Coins - €50

Fire Temple - €20

Total value of all saved rounds = €466

As you can see the rounds i had saved were from 3 different providers so to keep blaming the 'provider' is a joke... i mean all 3 providers suddenly decided to cancel all my saved rounds and reset all their slots??

This is purely something that was mistakenly done by the casino because somebody assumed (for some reason) that i had an active bonus and was not allowed to save any rounds... I had no active bonus at any time and Windetta should have no problem verifying this, IF they wanted to!

Thank you for the clarification. We are discussing this issue with our external advisor, a streamer who regularly delays rounds for their streams.

Dear Windetta casino representative,

We have been informed by an external source that Pragmatic slots are supposed to retain bonuses for up to 7 days.

There are two possible scenarios:

Option 1: There was an issue on the provider's side, in which case the casino should reach out to the provider to trace the bonus ID and refund the player's money.

Option 2: Every spin is recorded on Pragmatic's side and can be traced. Additionally, Pragmatic offers a replay option to view the bonus and play it if it is still available.

Could you please review these options?

Dear Matej and ukedem,

We received information from the providers. They cannot provide potential results of the rounds since they are not completed on the player's side and are still open.

The player needs to activate bonus rounds on his part.

Since the account, PLAYER1465079 is closed at the request of the player. We offer the following:

You will unblock your account, for this, you need to send a written request to support@windetta.com with a request to unblock and also indicate that you accept and understand all the risks associated with the game.

For our part, we open your account and set a limit on making deposits, this will eliminate the possibility of a deposit on the part of the player.

The player is required to go into the slots in which you claim that there are bonus rounds and activate the bonus rounds.

Afterward, at your request, you can use or withdraw your funds, after which we will block your account.

If bonus rounds are not available in the slots, then you record a video from these slots, where it will be clear that there are no bonus rounds and we will provide this information to the provider and will sort it out on our part.

Best wishes,

Windetta Casino Risk Department.

Dear Windetta,

Of course there are no bonus rounds, i told your support that on the day this happened! ALL the bonus rounds were cancelled on every single slot as you well know because somebody had to cancel and reset all the slots and i know for a fact that wasnt done by the 3 providers in question.

This is all just one huge waste of time and just very sad on your part...

Matej, please just mark this down as 'unresolved' as ive had enough of being taken for a fool and i expect nothing to be offered or done to rectify this by Windetta, they are coming up with every excuse or time wasting suggestion that they can think of and i prefer to write this off as being ripped off by an untrustworthy casino!

Dear ukedem,

I think the casino is attempting to resolve the issue, so please don't give up.

Kindly reopen the account and indicate which bonus rounds are missing.

Dear Windetta casino representative,

Many streamers collect bonus features for days and then release them during their streams. People enjoy watching others win, which can help make the stream more popular.

By not allowing this strategy (cancelling the bonus rounds), you are missing an opportunity to promote your casino through streamers. Why would you do that?

Dear Matej,

Just to clear something up for you... where you stated "By not allowing this strategy (cancelling the bonus rounds), you are missing an opportunity to promote your casino through streamers. Why would you do that?" in your last message, that sint correct as such.

I always ask before joining a new casino if it is ok to save slot bonuses that i spin into only WHEN GAMBLING WITH MY OWN MONEY and the reply i received was that it is ok, so it is allowed... the problem here is that all my bonuses that i won were not cancelled because it is not allowed, they were cancelled because the casino bonus terms state it is not allowed when you have an active casino bonus and/or wagering terms, neither of which i had at the time. I had accepted no casino bonus when i deposited and as such i had no wagering terms, i was gambling purely with my own funds.

THIS mistake is what the casino needs to own up to and take responsibility for one of their employees making a mistake.

It has been proven beyond doubt that all these bonuses were not cancelled by the providers because ofc 3 providers didnt suddenly decide to cancel my bonuses at exactly the same time!

If this is the case (which it is) then the ONLY other possible explanation is that a casino employee took this action on their own initiative so the only blame here is with the casino! It is very simple and VERY easily proven if the casino actually wanted to be fair and review this issue in an unbiased way. How difficult can it be for the casino to check when i had my last deposit bonus from them? Once they establish that then they will see within seconds that at no time, during the day when i had all my spun in bonuses cancelled, did i have an active bonus or wagering requirements, hence all my saved rounds were perfectly legitimate and their consequent cancellation was a MISTAKE!

There are only 2 facts that matter in this case and they are that (1) my saved rounds were all cancelled and (2) whether i had any active casino bonus at the time... This is why i am ready to give and just don't believe that they are actually trying to resolve this issue in a fair manner... exactly because it is SO EASY for them to check all the facts if they actually wanted to!

Dear Matej & Windetta,

I requested that my account be reopened and I received an email today informing me that this had been done and also with the following request;

"You need to go to the slots that you claim have bonus rounds and activate the bonus rounds.

If bonus rounds are not available in the slots, then you record a video from these slots, where it will be clear that there are no bonus rounds and we will provide this information to the provider and will sort it out on our part."

Ofc no bonus rounds are available and I have done as requested, recorded a video of each slot being opened and clearly showing that they have all been reset with no bonus rounds available.

I have also replied to Windetta asking how am i supposed to send all these videos to support.

For a record, here are the slots, providers and bet value of all cancelled games;

Book of Faith - Wazdan                      €0,20

Sherwood Coins - Playson                     €0,50

Fire Temple - Playson €0,20

Kingdom of the Dead - Reel Kingdom/Pragmatic       €0,30

Bigger Bass Blizzard - Reel Kingdom/Pragmatic          €0,18

Hot to Burn Extreme - Reel Kingdom/Pragmatic          €0,40

Dog House Multihold - Pragmatic                €0,20

Cleocatra - Pragmatic                      €0,20

Fire Archer - Pragmatic                      €0,25

Towering Fortunes - Pragmatic                   €0,80

Book of Golden Sands - Pragmatic                €0,20

Bounty Gold - Pragmatic                      €0,25

Chase for Glory - Pragmatic                   €0,30

The Wild Gang - Pragmatic                   €0,20

Temujin’s Treasure - Wildstreak Gaming/Pragmatic      €0,38

Total value of games cancelled                  €456

Dear Windetta casino representative,

Could you please help ukedem to retrieve the lost rounds?

Dear Matej,

Windetta sent me a reply after i sent all the videos and this was the response;

"Thank you for addressing to our Windetta Support Service.

We inform you that the information has been sent to the provider. We will notify you as soon as we receive a response.

Thank you for your understanding!"

Dear Matej and ukedem,

At the moment, these rounds are being checked by game providers.

We will provide information regarding these rounds shortly.

Best wishes,

Windetta Casino Risk Department.

Thank you for the update, we will await the results of the investigation.

Dear Matej and ukedem,

We inform you that this case is still being reviewed by the game provider.

We expect to receive a response as soon as possible and will notify you immediately.

Thank you for your understanding.

Best wishes,

Windetta Casino Risk Department.

Thanks for the update. We will wait.

I just dont understand this huge delay tbh, i mean this has been going on for 3 months!

How long can it take and how difficult can it be to check if i had any casino bonus when my games were cancelled and to receive a list of all the cancelled bonuses from the providers?

Firstly, it is easy and would take a few minutes to check how much i deposited, what spins i did with that deposit and what was the outcome of those spins... this taking so long is a joke and an insult to my common sense!

Dear Ukedem and Matej,

We provide information regarding the complaint.

We inform you that we have received a response from the provider regarding the user's pending rounds.

According to information received from the provider, unplayed rounds are closed on the provider's side and for this reason the provider cannot provide information about potential winnings in these rounds.

You can find a screenshot of the information provided by the provider in the attached file.

Dear Ukedem,

Since the provider cannot provide information about potential winnings in the rounds, we inform you that, as a sign of loyalty, our casino is ready to return to you the amount of your deposits in our casino in the amount of 190 EUR.

To return the deposit amount, we ask you to confirm the relevance and ownership of your Skrill wallet (qacoins@gmail.com).

Best wishes,

Windetta Casino Risk Department.

Thank you for your response.

I notice that the rounds listed by the provider are only 8 and the amount of rounds that were closed were 15 (9 by Pragmatic but the towering fortunes round is missing from the list) and the rest from other providers.

I had also won on other slots before i did my bonus hunt and the balance i had when i started to hint for bonuses was slightly over €250 so im losing €60 and 15 bonuses but never mind.

I am grateful that this matter can finally be put to rest even if i am losing out in the end...

Thank you for your cooperation.

As you requested I have sent the verification screenshot of my Skrill account, both via email and also uploaded to your site.

Once the €190 has been sent to my Skrill account i will consider this matter closed.

Dear ukedem,

2024-03-12 The amount of 190 EUR was refunded with the help of Skrill payment system.

Please be notified that the payment for your account has been successfully made. 

Please confirm receipt of the funds.

Best wishes,

Windetta Casino Risk Department.

Confirmed, thank you

Please mark this case as resolved

Dear ukedem,

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,

Matej

Casino.Guru