The player from Germany experienced prolonged account verification issues with Windetta Casino after winning €3000 from a deposit. Despite submitting multiple documents, the verification department continuously requested additional information, leading the player to believe this was a tactic to delay the payout. The Complaints Team attempted to assist by requesting further details and extending the response time, but the player did not respond. As a result, the complaint was rejected due to lack of communication from the player.
WinDetta Casino - Player’s account verification is delayed.
Amount: €1,000
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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
Public
Public
4 months ago
Translation
Hello, dear Casino Guru Team,
First of all, it's a pity that there are several complaints about Windetta Casino. Had I seen those earlier, I would have avoided playing there. On 05.08.2024, I made a deposit without any bonuses or conditions, so it was purely real money (I have a screenshot showing it as real money). With this deposit, I have now won around €3000, requested a withdrawal of €1000, continued playing with the rest, and still have about €1200 in my player account. Before I could make a withdrawal, I verified my account, which was confirmed right away! But then the real "fun" began.
The Verification Department started sending me emails bit by bit, either one email or sometimes two emails a day, asking for certain documents to be submitted, which I did! However, I never got a confirmation if everything was correct; instead, they kept asking for new documents every few hours. I accepted it up to this point, but today was the last straw. Yesterday, I was asked to send a screenshot of my Mifinity account, which I did; and when I asked customer service a while ago why it was taking so long, the lady told me I had received an email this morning asking me to confirm my Mifinity account again. I genuinely believe this is a ploy by Windetta Casino to avoid processing the payout. They are just stalling and never give a concrete answer, always making you chase them. This is pure stalling tactics, and therefore I want to file a complaint because I haven't violated any conditions, I deposited my money, played, took risks, and achieved good winnings! I have submitted everything for verification— the only thing I haven’t sent them yet is the color of my underwear. I have never experienced an account verification that dragged on this long. Casino Guru, I need your help!
Automatic translation:
Public
Public
4 months ago
Dear ugursas789,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Which documents have already been approved and which ones have not?
- When did you last speak to the casino, and what was it about?
- Could you please share your communication with the casino regarding the verification process? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
