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Subject: Complaint against Windetta – Canceled withdrawals & player deception

Honorable Men,

I had around €4,000 in my account and requested a withdrawal of €3,000, which was within the casino's limits (€20–€1000 x3/day). However, the casino cancelled my withdrawal and forced me to make smaller withdrawals of €500. Even when I followed their instructions and requested three withdrawals of €500, I only received €500.

This tactic seems intentional, to delay me and force me to gamble the money again. This caused me severe stress and led to me losing my winnings. Due to pressure, I even requested the account to be closed due to addiction.

I have proof (screenshots) for all of the above. Last withdrawal shown in the screenshot €800. Then I made it €1000 and then they cancelled my withdrawal

Θέμα: Καταγγελία κατά Windetta – Ακυρωμένες αναλήψεις & παραπλάνηση παίκτη

Αξιότιμοι,

Είχα περίπου 4.000€ στον λογαριασμό μου και ζήτησα ανάληψη 3.000€, ποσό που ήταν εντός των ορίων του καζίνο (€20–€1000 x3/ημέρα). Παρ’ όλα αυτά, το καζίνο ακύρωσε την ανάληψή μου και με υποχρέωσε να κάνω μικρότερες αναλήψεις των 500€. Ακόμα κι όταν ακολούθησα τις οδηγίες τους και ζήτησα τρεις αναλήψεις των 500€, έλαβα μόνο 500€.

Αυτή η τακτική φαίνεται εσκεμμένη, ώστε να με καθυστερήσουν και να με αναγκάσουν να ξαναπαίξω τα χρήματα. Αυτό μου προκάλεσε έντονο άγχος και με οδήγησε σε απώλεια κερδών. Από πίεση ζήτησα ακόμη και το κλείσιμο του λογαριασμού λόγω εθισμού.

Διαθέτω αποδεικτικά (screenshots) για όλα τα παραπάνω. Τελευταία απόσυρση που φαίνεται στο στιγμιότυπο οθόνης 800€. Μετά το έκανα 1000€ και μετά ακύρωσαν την ανάληψη μου

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Could you please clarify what the current real-money balance is in your account?

Has the casino closed your account due to gambling addiction, as you requested?

Could you kindly forward me the account closure request you sent to the casino, along with the casino's responses? My email address is veronika.f@casino.guru.

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

Best regards

Veronika

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Request for account reactivation and compensation

Dear Veronica,

Thank you for your response.

I want to clarify the following:

1. My current account balance is zero as the casino cancelled a legitimate withdrawal I requested and transferred the funds back to the gaming account instead of crediting it to a real account. I note that I had previously made withdrawals without any problems. This development seems intentional or deliberate as it has caused me delay and pressure, resulting in me losing the money I am entitled to.

2. My report of account closure due to "addiction" was made in a fit of anger, when the casino asked for a reason for the closure request, and it does not correspond to reality. I have no addiction problem and wish to continue using my account normally.

Based on the above, I ask you:

A full refund of funds that were canceled or transferred incorrectly.

Reactivating my account so I can use it normally.

Review your process to avoid similar problems in the future and ensure that customers do not suffer undue delays or losses.

I have all the official casino emails documenting the cancellation of withdrawals and I can forward them to facilitate the process.

I await your immediate resolution, so that normality can be restored to my account and the damages I suffered can be repaired.

Thank you in advance for your response.

Best regards,

[name hidden by Casino Guru]

Αίτημα επανενεργοποίησης λογαριασμού και αποζημίωσης

Αγαπητή Βερόνικα,

Σας ευχαριστώ για την ανταπόκρισή σας.

Θέλω να διευκρινίσω τα εξής:

1. Το τρέχον υπόλοιπο στον λογαριασμό μου είναι μηδέν, καθώς το καζίνο ακύρωσε μία νόμιμη ανάληψη που είχα ζητήσει και μετέφερε τα χρήματα πίσω στον λογαριασμό παιχνιδιών, αντί να τα πιστώσει σε πραγματικό λογαριασμό. Σημειώνω ότι προηγουμένως είχα πραγματοποιήσει αναλήψεις χωρίς κανένα πρόβλημα. Αυτή η εξέλιξη φαίνεται σκόπιμη ή εσκεμμένη, καθώς μου δημιούργησε καθυστέρηση και πίεση, με αποτέλεσμα να χάσω τα χρήματα που δικαιούμαι.

2. Η αναφορά μου για κλείσιμο λογαριασμού λόγω «εθισμού» έγινε υπό έντονο θυμό, όταν το καζίνο ζήτησε λόγο για το αίτημα κλεισίματος, και δεν ανταποκρίνεται στην πραγματικότητα. Δεν έχω κανένα πρόβλημα εθισμού και επιθυμώ να συνεχίσω να χρησιμοποιώ τον λογαριασμό μου κανονικά.

Με βάση τα παραπάνω, σας ζητώ:

Την πλήρη επιστροφή των χρημάτων που ακυρώθηκαν ή μεταφέρθηκαν λανθασμένα.

Την επανενεργοποίηση του λογαριασμού μου ώστε να μπορώ να τον χρησιμοποιήσω κανονικά.

Να εξετάσετε τη διαδικασία σας ώστε να αποφευχθούν παρόμοια προβλήματα στο μέλλον και να διασφαλιστεί ότι οι πελάτες δεν υφίστανται αδικαιολόγητες καθυστερήσεις ή απώλειες.

Διαθέτω όλα τα επίσημα emails του καζίνο που τεκμηριώνουν την ακύρωση των αναλήψεων και μπορώ να τα προωθήσω για να διευκολυνθεί η διαδικασία.

Αναμένω την άμεση διευθέτηση από πλευράς σας, ώστε να επανέλθει η κανονικότητα στον λογαριασμό μου και να αποκατασταθούν οι ζημίες που υπέστην.

Σας ευχαριστώ εκ των προτέρων για την ανταπόκρισή σας.

Με εκτίμηση,

[name hidden by Casino Guru]

Thank you for your detailed follow-up. We have carefully reviewed the information you provided regarding your withdrawals and account.

We understand that it is frustrating when a casino cancels withdrawal requests and returns funds to the gaming account. However, when funds are returned and the player chooses to continue playing, the risk of losing the balance lies with the player. Casino.Guru cannot pursue a complaint on behalf of a player for funds lost while playing games. In such cases, the proper course of action is to contact the casino’s customer support or submit a complaint to us before continuing gameplay. Once losses occur through play, there is no possibility for intervention or recovery.

Regarding the account closure, since the casino closed your account after your balance reached zero, we cannot request the casino to reopen it. Casinos have the right to choose which customers they accept and can close accounts at any time. This is a decision we do not influence. Additionally, given that you mentioned account closure due to "addiction," it would be considered explicitly irresponsible for the casino to reopen the account.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards

Veronika

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