The player from Germany had fulfilled the wagering requirements on a 135 euro bonus, resulting in a real money balance of 765 euros. After withdrawing 500 euros and winning an additional 1580 euros, her request to withdraw 1400 euros was canceled by Windetta. She asserted that winnings achieved with real money should be paid out. The Complaints Team intervened, and Windetta Casino subsequently credited the 1400 euros to her account, making it available for withdrawal. The player confirmed that the payment had been received successfully, leading to the resolution of the complaint.
WinDetta Casino - Player's winnings are voided.
Amount: €1,400
WinDetta Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 weeks ago
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2 months ago
Translation
Hello. Today I received a bonus of 135 euros with a 25x wagering requirement. After fulfilling the wagering requirement, an amount of 765 euros (bonus amount x 5) was credited to my account as real money. Requirement fulfilled.
I then withdrew 500 euros and continued playing with the remaining real money balance (REAL MONEY!) and won 1580 euros. I wanted to withdraw 1400 euros, but everything was canceled by Windetta. The bonus requirement was fulfilled, as I had 675 euros remaining after the win with the bonus money.
Winnings that are achieved with real money should also be paid out.
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2 months ago
Dear Bollercolchen,
Thank you very much for submitting this complaint. I'm sorry to hear about the issue you're facing. Please allow me to ask you a few questions to clarify your situation.
Did you play with a deposit bonus or a no-deposit bonus? Could you please share the link to the bonus you activated and played with? Did you find the bonus on the casino’s website, through a third-party website, or did you receive a promotional email? If the bonus was sent via email, please forward the promotional offer to veronika.l@casino.guru.
Do I understand correctly that after you finished playing with your bonus, your balance exceeded the maximum allowed limit, and your winnings were automatically capped at 675€, with the remaining balance voided?
Was the 500€ deducted from your account immediately after submitting your withdrawal request, and did you continue playing with the remaining 265€?
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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2 months ago
Translation
Good morning, so:
Due to my constantly expiring winnings, I received a no deposit bonus of 135 euros from Windetta, which had to be wagered 25 times. After I had fulfilled this requirement, the winnings were reduced to 5 times the bonus amount and credited to me as real money. That's fine too.
Of these 675 euros in REAL MONEY, I had 500 euros paid out. That was also correct.
Then I still had 175 euros in REAL MONEY and made a profit of 1580, so REAL MONEY (that's how it was shown on my player account and the game only works with REAL MONEY). I then made withdrawal requests for 1000 euros and 400 euros (as I said, REAL MONEY), which were initially accepted but then cancelled by Windetta. The cancellation was not made to my player account, the money was simply kept. According to Windetta, I should have made a deposit after the withdrawal, which is illogical because the amount was shown as real money and not as bonus money in the player account. If the withdrawal is cancelled, then it should be credited back to the player account and not deleted by Windetta.
I would be happy to send you the contact history with Windetta via email.
I'm starting to find it impossible. The week before last I won big 3 times in free spins and every time the win was over 200 euros, the game was interrupted and the winnings and free spins were gone. I got 40 cents back. And now this!!!
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2 months ago
Thank you very much, Bollercolchen, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 months ago
Hello there,
Thank you Bollercolchen for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask WinDetta Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.
Thank you!
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2 months ago
Dear Peter,
We are already looking into this situation. We will provide you with full information as soon as possible.
Dear Bollercolchen,
We are very sorry to hear that you had difficulties in withdrawing the funds received after the wagering conditions were completed. We will check your account and betting history in detail and will provide you with the results of the check.
Regards,
Windetta Casino Risk Department
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1 month ago
Dear Bollercolchen,
We have carefully checked your betting history and can report the following:
On 2024-10-11 you have been credited with a bonus of 135 EUR. Since this is a no deposit bonus, according to the Terms and Conditions of the bonus, the maximum withdrawal amount from this bonus is x5 of the bonus amount (675 EUR).
2024-10-11 11:11:00 UTC You have successfully met the wagering requirements and converted the bonus into real funds.
According to the bonus terms and conditions:
1.3 Please note that you must first claim the winnings received from the no deposit bonus, and then, when withdrawing, make a new deposit in order to continue playing without winning limits.
Since you have not withdrawn the entire amount received from the no deposit bonus and then, when withdrawing, do not make a new deposit, the entire balance exceeding the maximum withdrawal amount from the bonus has been canceled according to the rules.
On 2024-10-11 12:33:55 UTC the excess amount was canceled, and you were left with the amount you could still withdraw from the no deposit bonus - 175 EUR. Unfortunately, after the balance adjustment you did not make a withdrawal request but used these funds to play.
Regards,
Windetta Casino Risk Department
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1 month ago
Translation
It was all too confusing. Since the amount was shown as real money, it was clear to me that it was REAL MONEY.
If this had been tied to requirements, the withdrawal would have been rejected immediately after the high winnings, which were also shown as REAL MONEY (as is the case with deposits. In that case, the withdrawal is not even possible if you have not wagered the deposit 3 times).
This was not the case here, and it was therefore no longer clear to me that it was not a withdrawable balance. In my opinion, the amount should have been shown as bonus money until a deposit was made! Everything else is opaque for the player! This is also how it is handled when a deposit is made.
Even if the withdrawal was subsequently cancelled (which could only be requested in the first place), the amount should have been credited to the player's account.
I think it's really impossible and unfair, every time you win something you have to ask. You play in the casino for so long and are allowed to deposit an unlimited amount, and then this happens.
Maybe the casino should consider declaring this as bonus money so that the player can clearly see whether the requirements have been met.
I cannot accept THAT.
I am happy to come to an amicable agreement with the casino, no question, but I will not simply accept it like that
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1 month ago
Thank you for the clarification WinDetta Casino representative.
I would like to ask if the player was at any point warned about this with a pop-up message or otherwise after finishing the wagering requirements. According to our Fair Gambling Codex, we believe it would be best if something like this was protected through software means but if it's not possible the casino should at least make the effort to warn the player during gameplay to prevent situations like this. Thank you in advance for the clarification!
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1 month ago
Dear Peter,
At the time when a bonus release happens, the user receives a pop-up notification about the limit.
Unfortunately, users do not always pay attention to this and continue to place further bets.
Sincerely,
Windetta Casino Risk Department
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1 month ago
Translation
This image never appeared! And I have already received so many bonuses. This never appeared!
And since, as far as I know, every popup has a timestamp, it should be provable that this was not the case.
The money was shown as real money, and I wouldn't have been able to play the game with which I won so much with the bonus running! That's why every bonus requirement was met for me!
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1 month ago
Thank you for the update WinDetta Casino representative, I would like to ask if this is the exact notification the player would have received as it doesn't explain well what has occurred after meeting the wagering requirements. If the message is not clear it is not preventing any confusion and warning the player as I have mentioned in my previous message. I would also like to ask if you can provide any evidence that the player must've received the warning as they have mentioned they did not receive it. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!
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1 month ago
Dear Peter,
We are currently investigating this matter to provide you with the most accurate and detailed information possible. We will provide details of the notification and any relevant evidence regarding the warning the player may have received as soon as possible.
We appreciate your patience and cooperation. Please expect further communications from us as soon as possible.
Sincerely,
Windetta Casino Risk Department
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3 weeks ago
Dear Peter and Bollercolchen,
We apologize for the delay. We will provide information and a solution to the case shortly.
Sincerely,
Windetta Casino Risk Department
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3 weeks ago
Dear Bollercolchen,
We would like to inform you that the amount of 1400 EUR has been credited to your account and is immediately available for withdrawal.
We are sorry for the difficulties encountered and understand that there may have been some confusion when the bonus was released.
In the future we will try to avoid such situations so that you can enjoy the gaming process without difficulties.
We apologize for any inconvenience.
Regards,
Windetta Casino Risk Department
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3 weeks ago
Translation
Thank you very much. I have already requested the payouts and hope that it will be done quickly.
Many thanks to everyone!
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3 weeks ago
Dear Bollercolchen, Thank you very much for the update. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.
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3 weeks ago
Dear Bollercolchen,
We’re thrilled to hear that your issue has been successfully resolved, and we’ll be marking the complaint as 'resolved' in our system. Thank you for your cooperation and confirmation throughout the process. We’re glad that our intervention helped to resolve the situation, and we’re always here to support you if you encounter any other issues with this or any other casino in the future. Please don’t hesitate to reach out to our Complaint Resolution Center—we’re committed to helping players like you.
As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for improving our complaint resolution and mediation process would be invaluable. Your feedback could also assist others who are considering contacting us for help with online casino-related issues.
Thank you in advance for your time.
Best regards,
Peter
