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Hello. Today I received a bonus of 135 euros with a 25x wagering requirement. After fulfilling the wagering requirement, an amount of 765 euros (bonus amount x 5) was credited to my account as real money. Requirement fulfilled.

I then withdrew 500 euros and continued playing with the remaining real money balance (REAL MONEY!) and won 1580 euros. I wanted to withdraw 1400 euros, but everything was canceled by Windetta. The bonus requirement was fulfilled, as I had 675 euros remaining after the win with the bonus money.

Winnings that are achieved with real money should also be paid out.

Hallo. Habe heute einen Bonus von 135 Euro erhalten mit 25facher umsatzanforderung. Nach Erfüllung der umsatzanforderung wurde der Betrag von 765 Euro (bonusbetrag x 5 ) meinem Konto als echtgeld gutgeschrieben. Anforderung also erfüllt.

Dann habe ich 500 Euro auszahlen lassen und mit dem restlichen Echtgeld-Guthaben (ECHTGELD!) weitergespielt und 1580 Euro gewonnen. 1400 wollte ich auszahlen lassen, alles wurde von windetta storniert. Die bonusanforderung wurde erfüllt, indem mir nach dem Gewinn mit dem bonusgeld 675 Euro verblieben.

Gewinne, die dann mit dem echtgeld erzielt wurden, sind auch auszuzahlen.

Dear Bollercolchen,

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

Did you play with a deposit bonus or a no-deposit bonus? Could you please share the link to the bonus you activated and played with? Did you find the bonus on the casino’s website, through a third-party website, or did you receive a promotional email? If the bonus was sent via email, please forward the promotional offer to veronika.l@casino.guru.

Do I understand correctly that after you finished playing with your bonus, your balance exceeded the maximum allowed limit, and your winnings were automatically capped at 675€, with the remaining balance voided?

Was the 500€ deducted from your account immediately after submitting your withdrawal request, and did you continue playing with the remaining 265€?

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

Good morning, so:

Due to my constantly expiring winnings, I received a no deposit bonus of 135 euros from Windetta, which had to be wagered 25 times. After I had fulfilled this requirement, the winnings were reduced to 5 times the bonus amount and credited to me as real money. That's fine too.

Of these 675 euros in REAL MONEY, I had 500 euros paid out. That was also correct.

Then I still had 175 euros in REAL MONEY and made a profit of 1580, so REAL MONEY (that's how it was shown on my player account and the game only works with REAL MONEY). I then made withdrawal requests for 1000 euros and 400 euros (as I said, REAL MONEY), which were initially accepted but then cancelled by Windetta. The cancellation was not made to my player account, the money was simply kept. According to Windetta, I should have made a deposit after the withdrawal, which is illogical because the amount was shown as real money and not as bonus money in the player account. If the withdrawal is cancelled, then it should be credited back to the player account and not deleted by Windetta.

I would be happy to send you the contact history with Windetta via email.

I'm starting to find it impossible. The week before last I won big 3 times in free spins and every time the win was over 200 euros, the game was interrupted and the winnings and free spins were gone. I got 40 cents back. And now this!!!

Guten morgen, also:

Ich habe von Windetta aufgrund ständig verfallender Gewinne einen Bonus ohne Einzahlung in göhe von 135 Euro erhalten, der 25x umgesetzt werden musste. Nachdem ich dies erfüllt hatte, wurde mir der Gewinn auf das 5fache des Bonusbetrags gekürzt und als Echtgeld gutgeschrieben. Das ist auch in Ordnung.

Von diesen 675 Euro ECHTGELD habe ich 500 Euro auszahlen lassen. Auch richtig.

Dann hatte ich noch 175 Euro ECHTGELD und habe damit einen Gewinn von 1580 erzielt , also ECHTGELD (wurde so auch auf meinem Spielerkonto angezeigt und das spiel funktioniert auch nur mit ECHTGELD). Habe dann auszahlungsaufträge von 1000 Euro und 400 Euro getätigt (wie gesagt ECHTGELD), die erst angenommen wurden und dann aber storniert wurden von Windetta. Die Stornierung erfolgte aber nicht auf mein Spielerkonto, sondern das Geld wurde einfach einbehalten. Laut windetta hätte ich nach der Auszahlung eine Einzahlung machen müssen, was unlogisch ist, da der Betrag als echtgeld und nicht als Bonusgeld im Spielerkonto ausgewiesen war. Wenn die Auszahlung schon storniert wird, dann müsste sie aber dem Spielerkonto wieder gutgeschrieben werden und nicht von Windetta gelöscht werden.

Gerne schicke ich per Email den kontaktverlauf mit Windetta.

Ich finde es langsam unmöglich. Vorletzte Woche 3x in laufenden Freispielen hohe Gewinne erzielt und jedes mal wenn der Gewinn über 200 Euro lag, wurde das Spiel unterbrochen und Gewinne bzw. Freispiele waren weg. Zurück bekam ich 40cent Einsatz. Und jetzt das!!!

Would like to send the email history

Würde gerne den email Verlauf übersenden

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

Hello there,

Thank you Bollercolchen for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask WinDetta Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear Peter,

We are already looking into this situation. We will provide you with full information as soon as possible. 

Dear Bollercolchen,

We are very sorry to hear that you had difficulties in withdrawing the funds received after the wagering conditions were completed. We will check your account and betting history in detail and will provide you with the results of the check. 

Regards, 

Windetta Casino Risk Department

Dear Bollercolchen,

We have carefully checked your betting history and can report the following:

On 2024-10-11 you have been credited with a bonus of 135 EUR. Since this is a no deposit bonus, according to the Terms and Conditions of the bonus, the maximum withdrawal amount from this bonus is x5 of the bonus amount (675 EUR).

2024-10-11 11:11:00 UTC You have successfully met the wagering requirements and converted the bonus into real funds. 

According to the bonus terms and conditions:

1.3 Please note that you must first claim the winnings received from the no deposit bonus, and then, when withdrawing, make a new deposit in order to continue playing without winning limits.

Since you have not withdrawn the entire amount received from the no deposit bonus and then, when withdrawing, do not make a new deposit, the entire balance exceeding the maximum withdrawal amount from the bonus has been canceled according to the rules. 

On 2024-10-11 12:33:55 UTC the excess amount was canceled, and you were left with the amount you could still withdraw from the no deposit bonus - 175 EUR. Unfortunately, after the balance adjustment you did not make a withdrawal request but used these funds to play. 

Regards, 

Windetta Casino Risk Department

It was all too confusing. Since the amount was shown as real money, it was clear to me that it was REAL MONEY.

If this had been tied to requirements, the withdrawal would have been rejected immediately after the high winnings, which were also shown as REAL MONEY (as is the case with deposits. In that case, the withdrawal is not even possible if you have not wagered the deposit 3 times).

This was not the case here, and it was therefore no longer clear to me that it was not a withdrawable balance. In my opinion, the amount should have been shown as bonus money until a deposit was made! Everything else is opaque for the player! This is also how it is handled when a deposit is made.

Even if the withdrawal was subsequently cancelled (which could only be requested in the first place), the amount should have been credited to the player's account.

I think it's really impossible and unfair, every time you win something you have to ask. You play in the casino for so long and are allowed to deposit an unlimited amount, and then this happens.

Maybe the casino should consider declaring this as bonus money so that the player can clearly see whether the requirements have been met.

I cannot accept THAT.

I am happy to come to an amicable agreement with the casino, no question, but I will not simply accept it like that

Das war alles zu durcheinander. Da der Betrag als Echtgeld ausgewiesen war, war für mich klar, dass es ECHTGELD ist.

Wäre dies noch an Anforderungen gekoppelt gewesen, hätte nach dem hohen Gewinn, der auch als ECHTGELD ausgewiesen wurde, bei der Auszahlung bereits gleich eine Ablehnung kommen müssen (so wie das bei Einzahlungen auch der Fall ist. Da ist nämlich die Auszahlung gar nicht erst möglich, wenn man nicht 3x die Einzahlung umgesetzt hat).

Hier war dies nicht der Fall, und für mich war daher nicht mehr ersichtlich, dass es kein auszahlbares Guthaben ist. Da hätte meines Erachtens der Betrag so lange als bonusgeld ausgewiesen werden müssen, bis eine Einzahlung erfolgt! Alles andere ist für den Spieler undurchsichtig! Bei einer Einzahlung wird dies ja auch so gehandhabt.

Selbst bei einer nachträglichen Stornierung der Auszahlung (die ja erst angefordert werden konnte) hätte der Betrag dem spielerkonto gutgeschrieben werden müssen.

Ich finde es echt unmöglich und unfair, jedes mal, wenn man etwas gewinnt, muss man nachfragen. Da spielt man so lange in dem Casino und darf bis ins unermessliche einzahlen, und dann das.

Vielleicht sollte das Casino mal überdenken, sowas als bonusgeld auszuweisen, sodass der Spieler klar erkennen kann, ob die Anforderungen erfüllt sind.

DAS kann ich so nicht hinnehmen.

Ich bin gerne bereit mich gütlich mit dem Casino zu einigen, keine Frage, aber SO nehme ich das nicht einfach hin

Thank you for the clarification WinDetta Casino representative.

I would like to ask if the player was at any point warned about this with a pop-up message or otherwise after finishing the wagering requirements. According to our Fair Gambling Codex, we believe it would be best if something like this was protected through software means but if it's not possible the casino should at least make the effort to warn the player during gameplay to prevent situations like this. Thank you in advance for the clarification!

Dear Peter, 

At the time when a bonus release happens, the user receives a pop-up notification about the limit. 

Unfortunately, users do not always pay attention to this and continue to place further bets.

Sincerely, 

Windetta Casino Risk Department

This image never appeared! And I have already received so many bonuses. This never appeared!

And since, as far as I know, every popup has a timestamp, it should be provable that this was not the case.

The money was shown as real money, and I wouldn't have been able to play the game with which I won so much with the bonus running! That's why every bonus requirement was met for me!

Dieses Bild kam zu keinem Zeitpunkt! Und ich habe schon so viele Boni erhalten. Niemals erschien das!

Und da meines Wissens nach jedes popup einen zeitstempel trägt, sollte das auch nachweisbar sein, dass es nicht so war.

Das Geld war als echtgeld ausgewiesen, auch das spiel, mit welchem ich den hohen gewinn erzielt habe, hätte ich mit laufendem Bonus gar nicht spielen können! Deshalb war für mich jede bonusanforderung erfüllt!

Thank you for the update WinDetta Casino representative, I would like to ask if this is the exact notification the player would have received as it doesn't explain well what has occurred after meeting the wagering requirements. If the message is not clear it is not preventing any confusion and warning the player as I have mentioned in my previous message. I would also like to ask if you can provide any evidence that the player must've received the warning as they have mentioned they did not receive it. You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Dear Peter,

We are currently investigating this matter to provide you with the most accurate and detailed information possible. We will provide details of the notification and any relevant evidence regarding the warning the player may have received as soon as possible.

We appreciate your patience and cooperation. Please expect further communications from us as soon as possible.

Sincerely, 

Windetta Casino Risk Department