The player from Germany had had concerns about a pending payout of 500 Euros at WinDetta Casino. Despite having provided all necessary documents for account verification, he hadn't received a response. However, after our team had explained the usual processing time for withdrawals, the player had agreed to wait for 14 days. Subsequently, the player had confirmed that his payout was approved, leading to the resolution of the issue.
WinDetta Casino - Player's withdrawal is delayed by WinDetta Casino.
Amount: €500
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
11 months ago
Public
Public
11 months ago
Translation
Dear Sir/Madam,
I would like to make a complaint about Windetta Casino.
The issue concerns a payout of 500 Euros.
The payout was requested on November 24, 2023, at 19:57:33 hours.
Firstly - My account has been successfully verified.
After requesting the withdrawal and contacting the live chat to inquire about the timeframe, they informed me that I was supposedly sent an email from KYC@Windetta, which I never received.
They asked me to provide documents that include an ID and a picture of me, which I am supposed to send via email to KYC@Windetta.
I have done this and to date, I have not yet received a response from KYC.
Upon continuously reaching out to the live chat, I receive responses such as: "The finance department processes requests every day from 9:00 to 18:00 GMT+3. All inquiries are considered on a first-come, first-serve basis. Everything depends on the workload."
I highly doubt that I will receive my payout despite meeting all the requirements.
I hope that you can assist me with this matter.
Automatic translation:
Public
Public
11 months ago
Dear Ronnie,
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 the 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, please, let us know and we will intervene and try to help you.
Thank you in advance for your patience and understanding.
Best regards,
Petronela
Public
Public
11 months ago
Translation
Hello,
I understand what you mean.
The reason I have such concerns is the negative experiences of other players that I have read in various forums, which is why I have lodged a complaint.
This was confirmed to me, among other things, by the live chat and the email from KYC not being received.
I can happily wait 14 days.
Best regards
Ronnie
Addendum: November 27, 2023 9:55 a.m. - Payout has just been approved. The case can be closed.
Edited
Automatic translation:
Public
Public
11 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Ronnie, for your cooperation and confirmation, and please don’t 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,
Petronela
Casino.Guru
