The player from Germany expressed concerns over changes at Windetta, where his daily withdrawal limit for Win Tokens had been reduced significantly and his VIP status had been frozen. He held 5.6 million tokens valued at approximately 0.004 dollars each and feared being banned without the ability to cash out. The Complaints Team concluded that the withdrawal limits were set by the casino's loyalty program and that it was within the casino's discretion to determine the terms and conditions of these rewards. As a result, the complaint was closed, and the player was advised to reach out for assistance with other casinos in the future.
WinDetta Casino - Player’s withdrawals and VIP status have been restricted.
Amount: €20,000
WinDetta Casino
Safety Index:HighSafety Index
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8.4
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Case closed
Our verdict
Other
REJECTED
Case summary
3 weeks ago
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1 month ago
Translation
Hello,
Dear Guru Team, I have been with Windetta since December 28, 2023. In the beginning, I deposited several small amounts between 50 and 100 euros. I am also certified and have been able to withdraw smaller amounts.
During my gaming period, they introduced the Win Token, which I was able to earn and stack. Occasionally, I redeemed them, converting 250,000, 100,000, etc., tokens into US dollars at a rate of 0.004, amounting to about 940 dollars.
I could redeem 250,000 Win Tokens per day and continued playing. I reached the second to last VIP status by that date.
Since the end of July, I can only withdraw 12,500 tokens daily. I contacted my VIP manager, who informed me that they reduced the limit from 250,000 to 12,500. They froze my VIP status, minimized my withdrawal limit, and extended the payout processing time. They justified this by saying my deposits have been nearly zero for half a year. I currently have 5.6 million Win Tokens valued at 0.004 dollars, and I will not deposit anymore as the trust is gone due to the treatment I have received. It seems I'm only valued when I make deposits.
What will happen to my Win Tokens? They might eventually reach 10 million, and I fear I will be banned. That's the end of it. That's why I'm reaching out to you.
Can you help me access or cash out my Win Tokens?
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1 month ago
Dear Lordmann,
Thank you very much for submitting this complaint. I’m sorry to hear about the issue you’ve encountered.
Could you please clarify whether your VIP status has changed in recent months?
Can you confirm if you did not meet the necessary requirements to maintain the VIP level you previously held?
It's important to note that casinos are not obligated to offer benefits to their players and may exclude individuals from their loyalty programs without prior notification. While we understand the significance of keeping customers informed about changes that affect their experience, we do not intervene in such matters, as casinos are entitled to make their own decisions regarding loyalty rewards. Additionally, the Terms and Conditions of loyalty programs, including withdrawal limits, can be altered by the casino at any time.
Please feel free to let me know if there’s anything else I can assist you with, or if I’ve misunderstood something. I look forward to hearing from you soon.
Best regards,
Veronika
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1 month ago
Translation
Hello dear Guru Team
I have fulfilled my VIP status and moved up to the second to last level two weeks ago.
So do I understand correctly that my WinToken worth 20,000 euros can be taken away and I don't get anything out of it?
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3 weeks ago
Could you please forward me the communication between you and the casino regarding the withdrawal of tokens to your real money account?
Additionally, if possible, could you kindly provide a screenshot of the Terms and Conditions related to the withdrawal of Wind Tokens?
I understand that your withdrawal limits have been lowered, but it appears the casino is still processing payouts. Could you share a bit more on why you believe they may ban you once you reach 10 million tokens?
Lastly, could you let us know when you last deposited real money into this casino?
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3 weeks ago
Translation
Good day
Communication about the payout
I have not but because of the payout downgrade of the tokens, that is so I could
Before, I could exchange 250,000 tokens for real money every day, which was around 940 euros, which I had to wager three times as service, which is no problem. But now I can only withdraw 12,500 tokens every day because I'm not doing enough gaming. I'm in the casino every day. I don't understand the statement, only because I haven't made a deposit since August that I can no longer access my tokens, and 12,500 is really little per day since I make an average of x5 with staking and the tokens are getting more and more. Since submitting the complaint, my tokens have accumulated to 6.1 million, so I'm now at over 22,000 euros, and the amount is getting more every day. These were the tokens I earned that I deposited and then staked diligently.
I just want my token limit to be increased. I have uploaded some photos and hope they can help me. I will write to my VIP manager again but they will probably avoid my question again, see photo.
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3 weeks ago
Translation
Hello, I couldn't find anything in the terms and conditions about the tokens! But I did find an excerpt regarding my concerns about the closure of my account.
As I said, I'm in there once a day. I've copied the game progress in case the need arises at some point. I'm attaching the pictures.
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Sensitive attachment
Sensitive attachment
3 weeks ago
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My VIP status....
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3 weeks ago
Thank you for providing further information about your case.
It appears that the withdrawal limits in place are determined by the platform managing Wind Tokens as part of the casino's loyalty program. These Tokens are considered virtual rewards and the casino has continued to allow payouts even though you haven’t deposited in recent months.
Ideally, withdrawal limits would be clearly outlined in the platform’s Terms to provide players with transparent guidelines. However, as these Tokens are part of the VIP loyalty program, it is within the casino’s discretion to set specific conditions, including limits and eligibility. Unfortunately, we’re unable to influence these internal decisions, as loyalty rewards and their distribution are ultimately at the casino's discretion.
I’m sorry we couldn’t provide more assistance with this case, but please don’t hesitate to reach out if you encounter other issues with different casinos in the future. Based on the reasons mentioned, we’ll be closing this complaint. Thank you for your understanding.
Best regards,
Veronika
Casino Guru Complaint Team
