WinDetta Casino - A conta do jogador foi restrita.

Until today, my experiences had been mostly positive. I have a player ban in Germany, but at Windetta I was allowed to deposit over 21000 Euro from August 2023 until now, and I was able to withdraw 14100 Euro.

TODAY, suddenly during the game (I still had credit), the error "This site does not accept players from your country" appeared. Since then, I haven't been able to log in. I contacted the site through their chat function. The woman in the chat tried to inspire me to download software that would simply change my location, thus bypassing the ban. I asked her if she was serious, and she confirmed that she was!

I certainly don't need to engage with a site that encourages me to commit fraud!

It's already bad enough that I was allowed to deposit 3000 Euro per month, with no restrictions or anything.

That's why I insist on a refund of my losses (deposits-withdrawals = approximately 6900 Euro).

You can only see a summary of deposits and withdrawals after logging in (which is not possible without changing the location) the chat told me. When I informed them that it's my right to see this information, I was referred to their customer support email. I suspect there won't be any response there, especially if they're already encouraging me to commit fraud.

Perhaps you can help

Ich hatte bis heute eigentlich nur gute Erfahrungen. Habe eine spielersperre on Deutschland, bei windetta durfte ich über 21000 Euro von August 2023 bis heute einzahlen, auszahlen konnte ich 14100 Euro.

HEUTE, kam plötzlich im Spiel (ich habe noch guthaben), der Fehler "Diese Seite akzeptiert keine Spieler aus ihrem land". Seit dem kann ich mich nicht mehr einloggen. Nachfrage beim Chat gemacht. Die Dame im Chat versuchte mich anzustiften, ich solle mir ne Software runtergehen, mit welcher ich einfach meine location ändern solle, dann würde die Sperre umgangen. Ich fragte sie, ob das ihr ernst sei, sie bejahte es!

Eine Seite, die mich zum Betrug auffordert, das hab ich nicht nötig!

Es ist schon schlimm genug, dass ich 3000 Euro pro Monat einzahlen durfte, keine Beschränkung und nix.

Deshalb bestehe ich auf die Erstattung meiner Verluste (Einzahlungen-Auszahlungen = ca. 6900 Euro).

Eine Übersicht über ein und Auszahlungen ist nur nach dem einloggen möglich (geht ja nicht ohne Änderung der location) sagte der Chat. Als ich mitteilte, dass mir diese zusteht, wurde ich an den Support per Email verwiesen. Da wird wohl keine Reaktion kommen, wenn die mich schon zum Betrug auffordern.

Vielleicht könnt ihr helfen

Dear Bollercolchen,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We accept the situation when the casino allows players from restricted countries to open an account as long as they don’t use this as an opportunity to later cancel the player’s legitimate winnings. Simply said – if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well. However, if the player personally chose to make deposits and lost, we believe they are not eligible for any refunds because they could lose their deposits in the same manner at any other casino.

Therefore, I would like to emphasize, that we investigate further and help only those players, whose funds or winnings have been confiscated due to being from a restricted country. So, could you please clarify how much funds you had in your casino account when your access was restricted?

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Kristina

I withdraw my complaint, everything is working again

Ich ziehe meine Beschwerde zurück, funktioniert wieder alles

Dear Bollercolchen,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not 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,

Kristina

Casino.Guru