WinDetta Casino - Hráčův účet byl uzavřen.

Hello,I made 1300 euros worth of deposits in Windetta and I managed to get it up to 1400 euros,I decided to withdraw after I completed the 3x wager that was needed for deposits,then I verified my ID,Today they closed my account with my money locked in and they don’t let me withdraw,The message I got was that it is closed due to gambling addiction but I never self excluded from their site,I contacted their live chat but they don’t give me an answer to why it was closed and what will happen with my money.

Dear syne5,

Thank you very much for submitting your complaint. I’m sorry about your problem. Please allow me to ask you a few questions to make sure I understand the situation completely.

How long have you been playing in this casino?

Do I understand correctly that your account is fully verified?

Have you accumulated your winnings with or without an active bonus?

Have you submitted a self-exclusion request in any other online casinos?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your response.

Best regards

Veronika

Hello,

I have been playing for 2 days because it’s a new casino,I completed the automated verification but the status of my account didn’t update to verified for some reason.

My winnings were accumulated with raw cash.

I have self excluded in other casinos before but not in this one and they took my deposits with no questions asked.

Thank you

Is there a possibility that you are self-excluded from casinos belonging to the same owner (Altacore N.V.)? Some of the casinos belonging to this owner are Casinozer, iWild, Snatch, ComicSlot, Winstoria, SpinsBro, Yonibet, Millionz, Smokace, Wild Tokyo, Stelario, OXI, Dozenspins, WinLegends, IceBet, BurningBet, Regals, or AllReels.

Yes I have self excluded in some of them

Have you self-excluded from the other casinos due to a gambling problem? For how long have you requested to be self-excluded?

Please forward the message you received from the casino about closing your account to veronika.l@casino.guru.

I asked them to close it permanently but I don’t know they were the same operator,they sent me an sms with a bonus promotion for Windetta,why would they send me a promotion if I was banned

I have sent you the the email they sent me,

They should at least refund my deposits

Thank you for the information. Could you please also send me the communication with Winstoria Casino, from which you excluded yourself in the past?

I don’t have that communication unfortunately,but they have attached my request from winstoria in the email I sent you

What email address have you used for registration at Winstoria Casino?

Have you completed this table when you opened your account at Windetta and wanted to deposit?

Can you please confirm that your account at Winstoria Casino was fully verified?

I used the email d*******@gmail.com in winstoria from what I remember,when I opened my account in Windetta I completed the table correctly but with a different email as my registration in winstoria was more than 6 months ago maybe even a year ago and I’m using a new email since then.I think I wasn’t full in winstoria

I just checked my emails and I had sent all the necessary documents to winstoria on 7/11/2022 but I think they never fully verified my account because I closed it on 9/11/2022.

I would also like to add just for context that they sent me this sms on my phone (which was the phone I had registered on winstoria) promoting to me the new casino while I was banned on their sister site which I think that is unacceptable.

Thank you very much, syne5, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.

Hello, syne5,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite WinDetta Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear WinDetta Casino team,

Could you please provide us with an explanation of the player's situation in more detail?

Were the same personal details used during the registration of the disputed account? Based on what personal data was the player excluded from the sister casino?

Is the casino able to substantiate its claims with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear syne5,

I was in contact with the casino, and I was provided with the information about the correct contact for creating a new casino representative account in our system.

Now, the casino should be able to reply here without issues. So, let's wait for its response to my previous post.

Thank you for your patience and understanding, and I am sorry for the inconvenience caused.

Just want to add that yesterday I received a phone call from cosmic slots casino asking me why I haven’t been to their site for so long and offering me a bonus,guess what company owns cosmic slot,altacore nv,so it’s another sister casino that they promoting to me while I’m banned from playing with them.

The only different data was the email all other data was correct

Hello,any news? Or should i chargeback through my bank?

Greetings all,

I am sorry for the delay.

Dear syne5,

I am in contact with the casino also outside of the thread, and I asked them to provide me with additional details and information.

Chargeback should be the last option how to resolve the problem. Please, let's wait for the casino's response.

Dear WinDetta Casino team,

Thank you for your email and extensive explanation.

Could you please look at my last email regarding this case, sent a while ago, and provide me with the requested details?

Dear Branislav,

We have provided additional information at your request. Additional information has been sent to email: branislav.b@casino.guru

Best regards.

Windetta Casino Risk Department.

I don’t understand because I provided all the correct information other than the email,Nothing else was different and I remember that clearly.If I had provided false info I wouldn’t have opened the complaint because I would already know that I can’t verify to withdraw. How did I pass their automated verification If I had provided the wrong address and postcode? I also have a screenshot of my account and that I passed the automated verification and as you can see the info that I provided was correct.The casino is lying clearly here sorry to break it to you.I have sent both screenshots to your email.

I would also like to ask that I get a solution quick from the casino otherwise I will have to chargeback as my bank allows up to 2 month to chargeback a transaction

Thank you both for your emails and the additional information provided.

Dear WinDetta Casino team,

Please, look at my last email regarding this complaint and provide me with the necessary information.

Dear syne5,

Although your screenshot shows the correct information, I can see that in the live chat window, the casino's customer support representative informed you that you did not pass auto-verification. In addition, I saw a screenshot with the personal information filled in upon registration of your account that was different - in accordance with the explanation in my previous post.

Do I understand correctly you registered with altered personal information and changed it later to the correct one in the account profile when you were asked to complete your profile due to auto-verification?

I didn’t change anything,you can’t change the personal details even if you wanted to

Dear syne5,

Please be advised that the decision regarding your account has been reconsidered in detail by the Risk Department of the casino.

After reviewing the situation with your account, a decision has been made to pay out your winnings in the amount of 1400EUR. 

In order to pay your winnings you should complete the verification procedure and send the documents requested from you today to the Finance Department (kyc@windetta.com).

Also please specify your crypto wallet in the letter for payment of your winnings. 

Your account remains closed and you are not allowed to play in our casino.

Best regards.

Windetta Casino Risk Department.

Hello,first of all thank you for giving me a solution.I haven’t received any email from the financial department

Unfortunately I don’t see anything in my inbox or spam.Could you specify the documents that I need to send to them or ask to send the email again?

Dear syne5,

The Finance Department has re-sent the email. Please check it out.

Best regards.

Windetta Casino Risk Department.

I have sent all the required documents and I’m waiting for payment

Thank you

I can confirm that I have received the payment.

Thank you for your help!

Dear syne5,

All the documents that you sent have been successfully accepted by the Finance Department.

We would like to notify you that the payment of 1400EUR has been successfully made to the crypto wallet that you specified. Please confirm receipt of the funds.

Best regards.

Windetta Casino Risk Department.

What great news!

Thank you, syne5, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, I will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you very much, Windetta Casino team, for your help and cooperation.

Best regards,

Branislav, Casino.guru