The player from Greece had requested a withdrawal prior to submitting this complaint. Unfortunately, their winnings had not been received yet. After 24 days of waiting and multiple issues with the verification process, part of the player's withdrawal was finally approved. The player received a total of 1,500 euros out of the 3,000 euros owed after a month of delays. The complaint had been marked as resolved by the Complaints Team, who confirmed the outcome and offered further assistance if needed.
WinDetta Casino - Player’s withdrawal has been delayed.
Amount: €4,000
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
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3 months ago
I have won in windetta casino 4000euros ! I am trying to withdraw the money and they dont let me withdraw more than 3000! i have sent all the needed documents and they are all aproved ! I am trying to have a contact in order to see if everything is ok but in live chat they say send email and when i send email nobody is answering ! Moreover till yesterday i was playing without the use of VPN and right now they are not letting me log in and play in any provider !
Can you pls check because i am concerned that i will not get the money ! I dont care to wait ! I care not to loose the money !
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3 months ago
Dear mpimpilasp,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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3 months ago
Translation
Thank you for the answer !
Ok, I will wait 14 days as you say!
I just found it strange that while until yesterday I was playing normally, suddenly today it won't let me open any games!
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3 months ago
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Still no answer for the withdrawals I'm waiting for!
Every day I ask in the live chat if everything is ok with the documents I have sent and I don't get any answer!
They don't even answer the emails I've sent!
Every time they ask me if I have received a supposed mail that they sent on 2/8 and when I tell them that I have not received any mail then they tell me to be patient!
I don't care if I have to wait, I care about knowing that I have sent all my documents correctly and then waiting!
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2 months ago
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You told me to wait 14 days, which have already passed! Still nothing from the money even though I have sent what they have asked me for the certification!
can you please help me
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2 months ago
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No, I have not received any withdrawal!
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2 months ago
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The identification process started exactly the same day I requested the withdrawal!
I sent all the documents and until today he asked every day one of the already existing documents to send them again!
So today after 15 days I managed to certify my account (with the same documents I had sent from the beginning)!
Despite this, they canceled my withdrawals and tell me to do them again from the beginning with 500 euros per withdrawal, even though the limit they say in the casino toths is 1000 per withdrawal!
Today again I made a withdrawal for 1500 out of 3000 and when they put these in then they will allow me to do the rest too!
I don't understand how you can consider that a casino is safe that does all this with the sole purpose of delaying withdrawals so that we can play the money!
PLEASE HELP ME GET MY MONEY
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2 months ago
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I am making a new update about my case!
After 24 days and I still haven't received all my money from this particular Casino!
I have only received 1,500 out of 3,000!
Terrible experience with this particular Casino!
Please help me!
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2 months ago
Dear mpimpilasp,
I'm glad to hear that part of your withdrawal has been approved. When did you request the second withdrawal for the remaining balance?
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2 months ago
Dear mpimpilasp,
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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2 months ago
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After 1 month they credited me with the money!
in this year of course I lost 1 out of 4 thousand!
AWAY FROM THIS CASINO!
The worst thing in history!
and you be more careful which casinos are given a good rating and you consider them safe!
when a casino says it withdraws the money in 3-5 days and it withdraws it in 1 month, it means that it does it on purpose to play the money!
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2 months ago
Dear mpimpilasp,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
