The player from Lithuania had his casino account disabled shortly after he made a 940 EUR withdrawal. Despite his attempts to reach out via live support and email, the casino had not responded. The player had sent documents for KYC verification, but his account was disabled before the verification process could be completed. The player later confessed to breaching the casino's terms and conditions, which resulted in his account being disabled. He then asked for the complaint to be closed. We rejected the complaint based on the player's explicit request.
WinDetta Casino - Player's account was closed after withdrawal.
Amount: €940
WinDetta Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Other
REJECTED
Case summary
9 months ago
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9 months ago
Hi, I am having problems with windetta casino as they disabled my account. I contacted live support however, they told me to contact the support by email. I did as told but nobody is replying to me so I don't know what else to do. It seems they are simply ghosting me.
I made a withdrawal of 940eur and couple of days later the account was disabled.
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9 months ago
Dear zomskis,
Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with WinDetta Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.
Could you please confirm if you passed the full KYC verification?
Was your withdrawal of €940 processed and paid out?
Have you accumulated your winnings with or without an active bonus?
When was the last time you communicated with customer support and what was it about?
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
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9 months ago
Hello,
I sent them the documents for KYC but the account was disabled before the documents were approved.
940eur were not processed.
I have won without the bonus.
When they disabled my account they stopped replying to me, which is now 3 days.
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9 months ago
Have you received any explanation from the casino as to why your account was disabled? Has it been blocked just temporarily until the verification is finished, or has it been blocked permanently?
If you do have any communication between you and customer support regarding this problem, please forward it to me. My email address is veronika.l@casino.guru. Thank you.
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9 months ago
Dear zomskis,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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9 months ago
Hi, apparently I breached the terms and conditions. I understand where I made a mistake so we can close this complaint
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9 months ago
Thank you for letting me know.
We’ve rejected this complaint as per the player’s explicit request. We are sorry we could not be of more help on this occasion. Please do not hesitate to contact us in the future if you run into issues with this or any other casino. We are here to help.
