Complaint #34 Windetta Casino

Delayed withdrawal

By Kukas

1 year ago

Hello,
I requested a withdrawal on Windetta casino on July 20th. The amount is 1000€. As of today, I didn’t get my money.
I contacted support multiple times, everytime they say a different thing. At first they stated that my request is being reviewed by their finance department. Then, on July 21st they said to me that my gaming session is being reviewed by a provider and will be transferred to me soon. Then, I contacted support again, they again said that my request is being reviewed by their finance department, not a provider. Also, they say that they are informing me about a procedure on email but as of today I didn’t receive a single email from them, except promo letters (that shows that my email on the website is correct).
I also contacted support via email on July 22th - as of today, no answer from them.
I also contacted KYC via email on July 24th, also no answer from them. They just ignore my emails.
My account is fully verified.

Disputed Casino Windetta Casino

Reason Delayed payment

Amount €1000

Discussion

AskGamblers

• Support Team

1 year ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

Kukas

1 year ago

Hello Windetta,

I received both withdrawals.
However, I would like to note, that the communication via email doesn’t exist, this casino don’t respond to emails and don’t send them, as they say. I saw that other players complain about it too.
I received promo letters but nothing else.
Anyway, thanks for letting me withdraw money and for responding now.
This case can be closed.

Windetta Casino

• Representative

1 year ago

Dear Kukas,

We would like to clarify the situation regarding the delayed withdrawal request made by the player on July 20, 2025, at 08:27 UTC, in the amount of 1000 EUR.
At the time the withdrawal was requested, the player’s gaming session was undergoing a routine verification in cooperation with the game provider. This is a standard procedure applied when additional validation of gameplay is required prior to processing large or unusual transactions.
On July 21, 2025, at 07:50 UTC, a notification was sent to the player’s registered email address informing them that the session was under review. The session check was completed on July 28, 2025, at 07:32 UTC, and a confirmation email was sent to the player.
On July 28, 2025, at 07:34 UTC, the Finance Department notified the player by email that the original 1000 EUR withdrawal request had been cancelled and that two separate withdrawal requests of 500 EUR each could be submitted instead. This instruction was based on clause 6.16 of our Terms & Conditions, which states: “The casino has the right to determine its own terms of payment and withdrawal of funds, as well as the maximum and minimum withdrawal amount for each procedure, which may vary depending on the withdrawal method, account status and activity and other possible factors affecting the withdrawal process.”
The first 500 EUR withdrawal was successfully processed on July 29, 2025, at 06:57 UTC.
The second 500 EUR withdrawal has been scheduled and will be processed on July 31, 2025, as part of the standard payment schedule.

We understand that the situation may have caused frustration, and we sincerely apologize for any confusion related to the communication process.
Thank you for your patience and understanding.

Kind regards,
Windetta Casino Team

Kukas

1 year ago

Hello AskGamblers and Windetta,
I would like to add, that today I contacted support via live chat again, because I saw that my withdrawal request has been cancelled. I asked why, support stated that my request has been checked by a provider and it has successfully passed their check.
Now Windetta asked me to request a withdrawal again, 500 euros + 500 euros.
On their terms and conditions they state that:
6.13.You can only have one pending withdrawal (ie. requested but not processed) per payment method at any one time. Furthermore, depending on the method used, you can make only one withdrawal request per 24 hours period.

So I asked support via live chat should i really make two withdrawals and it will be ok. They assured me that it is okay. I attach proof in advance Windetta will try to say that it is against their terms and conditions.
I also contacted [email protected] again today, no answer.

Windetta Casino Complaint Stats

Resolved 11 / 11

Avg. Amount $2,695

Avg. Complaint Duration 10 days

Avg. Response Time 2 days

Windetta Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 7 out of 7 complaints in this category have been resolved.

This operator's average complaint duration is 10 days, while the average duration across all operators is 8 days.

Windetta Casino Complaints

See all complaints for this casino

Problem with my withdrawals

The casino's withdrawal limit is 3 x 1,000 euros per day.

I won 4,300 euros at the casino, but I've only withdrawn 1,500 euros in the past five days.

I received a message in the chat that I'd reached my weekly limit of 1,500 euros and couldn't withdraw any more.

I can only withdraw 500 euros per day and 1,500 euros per week.

The casino's website and yours state that withdrawals can be 3 x 1,000 euros per day, and 20,000 euros per week. They emailed me back saying that withdrawals are determined individually and based on the duration of the gaming session. This is insane and unthinkable that they make payouts to players whenever they please.

I'd like to file a complaint and request a withdrawal of my funds. I have 1,000 euros left, and I can't withdraw them for a while. They told me to wait until next week. This is impossible.

I want to withdraw everything from them and run away as far as possible because I'm afraid of this casino

Resolved

€2,500

Account block and unfair token restrictions

Dear AskGamblers Team,

I am reaching out to request your assistance regarding an issue with Windetta Casino.

I would like to address the following issue: my account has been locked by Windetta Casino. The site has its own token, called the WIND token, and I had $13,696 worth of it. After they set the daily withdrawal limit from $1,000 to $0, I wrote to them requesting that the withdrawal limit be reset, as I had also purchased tokens with my own money. They referred to "Subject to paragraph 18.3 of Terms & Conditions, Windetta reserves the right to limit the withdrawal of tokens based on the user’s activity history. You can find the Terms that refer to the Trueplay widget in section 18 of the Terms & Conditions." However, this was only added to the Terms & Conditions afterward. They did not provide any further explanation, and after that, they locked my account. I feel completely scammed and believe that they locked my account to prevent me from withdrawing my $13,696 worth of WIND tokens, as I have not violated any rules. I did not receive any response to my email requesting detailed information as to why I was banned from the site. The email address I used to register to the site is: [email protected]

I kindly ask for your help in resolving this matter. Specifically, I request:

1. Unban my account so I can access it again.
2. Full reimbursement for my remaining tokens at the agreed value of 0.004 USD per token, or the reinstatement of my previous withdrawal limits.

Thank you for your prompt attention to this matter.

Best regards,
baboooo

Resolved

$13,696

Refuses to close my account

I had absolutely no luck at the Windetta casino, so I requested an account closure multiple times via the live chat on the side. There I get handed a support eMail where I am giving a support email where I should send my account closure request. I wrote there multiple times and never got a response. It has been a month now and no one is responding. Please help AskGamblers. Thank you!

Resolved

How long withdrawal can it last

Hey. On 21.01.2023, I made a €100 deposit with a non-sticky bonus. I won a total of €7,850 and got the bonus wagered. I made a withdrawal 3x1000€. I got my account confirmed on 23.1

In the next 2 weeks from the withdrawal request they always say that the game provider will still process my winnings. now it has been 6 weeks and it is still claimed that there is a backlog in the finance department.

How long can it last?

Resolved

€6,850

Windetta - Cashout of 129 EUR waited for almost a month

I made 129€ cash out on the 11th of January. It is still pending.

On the 17th of January, I got an email that there is some additional check going on and it will take max 14 business days. That timeframe has now passed and I still haven't got my money. Their support doesn't answer anything on my emails. I've tried multiple times now but they are totally silent. My account was fully verified earlier and payments worked also smoothly until now.

This is totally horrible experience at this casino.

Can you help me to get my money?

Resolved

€129

I wrote 5 e-mails, I didn't get a reply to any of them

On February 3, I made a deposit of €80, I won some money and wanted to withdraw €1,000, I wrote in the chat about the withdrawal, why is it still being processed, they asked me to contact them by e-mail. I wrote 5 e-mails, I didn't get a reply to any of them.

I wrote in the chat again and they said that they are sending it to the game operator for verification, and that I was notified about it by e-mail.

Unfortunately, I did not receive any e-mail from them with this information, only in the chat they informed me that it has already been 5 days of waiting for my payment to be processed.

I understand that they have their own rules, but they do not respond to any emails and they say that they sent me an email with information that I did not receive any email and they never responded of any my emails, I am asking for my €1,000

Resolved

€1,000

Delays withdrawal since December 26th

Hey. On 2023-12-17 I made a €50 deposit with a non-sticky bonus. I won €3590 in raw money from the Boss Bear game and canceled the bonus. I made a withdrawal of 2x1000€ and 1x500€.

After a week with the withdrawal request, I asked how long it would take. So they answered that the game provider is checking my winnings.

In the meantime, I canceled the 500€ withdrawal and lost it, but 2x1000€ are still in the withdrawals.

After 3 weeks, I heard the game provider is still checking my winnings. Then they asked for documents to confirm the account even though my account was already confirmed. I sent the documents they asked for. However, they have not confirmed them even though I have asked via email about them. They no longer respond to e-mails.

I'm just wondering why after 3 weeks, withdrawals on request only start asking for account confirmation. A month has already passed and nothing has happened. I hope the matter can be resolved here.

Thank you.

Resolved

€2,000

Account disabled for I do not know what reason

I made a withdrawal of 940eur and after 2 days my account was disabled. I contacted live chat but they told me to contact support by email. I did as they told, however, nobody is replying so I have no idea what is going on. I hope Askgamblers can help me cause it seems otherwise they will simply ghost me.

Resolved

Account closed while still holding 3000NZD of funds in a pending withdrawal

My account was closed due to having an account previously closed at their sister casino IceBet.
I signed up for an account at Windetta with absolutely no knowledge I had excluded from one of their other casinos.
I signed up with the exact same information (name, phone number, address) but signed up under a different email (no this was not done on purpose. I have multiple emails I use)
I was completely unaware that IceBet was their sister site, as this information is not made available on their website to my knowledge.
They allowed me to sign up with the same name and phone number previously used on their sister site.
They allowed me to make multiple deposits and play for a reasonable period of time.
They allowed me to verify myself. I had submitted my drivers license, proof of address, proof of payment and all documents were accepted and I was verified for withdrawals. (I can not show this as I can no longer access my account)
They allowed me to continue to deposit and play after verifying my documents knowing who I was.
It wasn't until I made a withdrawal request after multiple deposits that they have decided to close my account and notify me why.

I had $3000 in withdrawal requests and have deposited what I can only assume is an amount close to that.
I find this malicious as there was no indication that they had a sister site upon signing up, and they let me play and deposit after my identity was verified, knowing full well who I am. It's only when I requested money out that they took action.

I would like to request my winnings to be paid out. I am more than happy to have my account to stay closed. I just think I'm owed my winnings of $3000NZD via BTC payout.

Resolved

Casino stalling my withdrawals

Hello, on 8/31 I deposited in Windetta 25e with mastercard. I took the 100% bonus. I played and I made a win on Vikings video slot (NetEnt) 1500e on 1e bet. Then i completed the wager with 1500e into my account. I made the account verification. I made 2 withdrawals 1000e + 500e with bank transfer (8/31). (Withdraw with mastercard even though they say it's possible it isn't).

Then I received an e-mail:

Your game session has been sent to the game provider for check. As soon as we receive a response from the game provider regarding your gaming session and bets, we will immediately notify you by email. The review of your withdrawal request has been postponed until the game provider provides an official response. An additional check is carried out in accordance with paragraph of the rules 2.4.1. of the project: 2.4.1. The finance department may postpone processing a withdrawal request due to additional verification. The check takes 3-14 business days.

I cancelled my 500e withdrawal yesterday 9/8, I continued playing and I won some more money.

Now I have 3 withdrawals open 1000e+1000e+885e but the casino keeps telling me to wait and wait.

I understand that as they say is a standard procedure (I have won in a single win over 5000e and I have played in hundreds of other casinos I have never been told that).

Also the 2.4.1 does not say specifically if you win from us we will make you wait for 3-4 business days.

I am fully disappointed with their behavior and I'm afraid I will lose my money.

With respect.

Resolved

€1,000