Windetta Casino - Account block and unfair token restrictions

Dear Windetta Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear baboooo,

We understand the frustration this situation has caused and assure you that we take such matters very seriously. Our team will conduct a thorough investigation into your case to review all the details related to your account and the issues you've described.

Please rest assured that we will do our utmost to resolve this matter fairly and promptly. As soon as the review is complete, we will get back to you with the results and any further steps.

Thank you for your patience and understanding. If we require any additional information from you during the process, we will inform you.

Sincerely,
Windetta Casino Team

Dear Windetta Casino Team,

Thank you for your response.
I would like to inform you that there has still been no progress regarding my Windetta account, and I am still unable to log in. Additionally, I have not received any specific explanation for this issue. Below, I outline the points I would like to request from you:

1. Please unlock my account so that I can access it, as I have not violated any rules. I have not played on the site recently because my WIND tokens' withdrawal was restricted.

2. Please restore the original withdrawal limit of 250k/day for my WIND tokens. I find it unreasonable that even though I purchased your token with my own money, the withdrawal limit was suddenly set to zero overnight, citing that it is stated in the terms of service. However, this clause was added later, and after requesting a change, I was banned from the site. I consider this situation to be a scam. Additionally, could you please clarify the conditions under which I would be able to regain access to my WIND tokens?

Without substantive action on these points, your program will continue to appear arbitrary, misleading, and unfair. I urge you to address this matter promptly and in good faith.

Best regards,
Barbara Medve

Dear baboooo,

After a thorough review of your case, we would like to provide you with the following update:

Account Reinstatement:
We have reviewed your account status, and as of now, your account has been reopened. You should be able to log in and access it without any further issues.

Withdrawal of Tokens:
In line with the Terms & Conditions outlined in Section 18, particularly clauses 18.2 and 18.3, access to withdrawal of WIND Tokens is determined by user activity. To ensure fair use and prevent exploitation, we monitor account activity closely.

To restore full withdrawal functionality for your WIND Tokens, we kindly ask you to maintain consistent deposit activity on the platform. In addition, your overall gameplay activity will also be evaluated. A combination of active deposits and regular participation in gaming activities will contribute to the gradual reinstatement of your withdrawal limits.

We value your engagement as a loyal user and appreciate your understanding of the measures in place to maintain a fair environment for all players.


Best regards,
Windetta Casino Team

Dear @baboooo,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear Windetta Casino Team,

Thank you for your response.

I would like to thank you for resolving the account block issue and allowing me to log back into my account.

However, I still cannot access my WIND tokens, and the withdrawal limit is 0.

Could you please clarify what specific user activity is required to restore my withdrawal limit to its previous status?

Please provide specific numbers and conditions!

Best regards,

<full name removed>

Dear Windetta Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Dear baboooo,

Thank you for your continued patience regarding this matter.

We understand your concerns and value your engagement with our platform. After thoroughly reviewing your account and activity history, we would like to provide the following update:

Withdrawal Limits
As per our Terms & Conditions (Section 18), withdrawal limits are closely tied to user activity, including both deposit behavior and gameplay. Upon reviewing your account, we noticed the following:

- Your last deposit occurred in July.
- Since then, you continued to remain active on the platform, placing bets using WIND tokens converted to your balance.
However, no additional deposits were made during this period, and your overall activity became increasingly focused on withdrawals.
- To date, your total deposits amount to €2,308, while withdrawals have reached €13,773.

Path to Reinstating Withdrawal Limits
To restore your withdrawal limits and regain access to your WIND tokens, we kindly ask that you demonstrate renewed activity on the platform. Specifically, we propose the following plan:

1. Initial Deposit Activity:
- We request that you make a minimum deposit of €200 within the next 14 days to initiate the review process. This deposit will signify your intent to actively engage with the platform.

2. Ongoing Engagement:
- To further assess your commitment, we encourage consistent deposits over the next 30 days, with a total cumulative deposit amount of at least €500 during this period.
- Regular participation in gaming activities is also essential. We will evaluate your gameplay and betting patterns to ensure they reflect active engagement.

3. Evaluation Period:
- Following this 30-day period, our team will review your activity and assess whether the conditions for reinstating your withdrawal limits have been met.
- Based on your activity, we will provide a gradual adjustment to your withdrawal limits, ensuring alignment with your engagement on the platform.

We are committed to supporting our loyal users and are confident that this plan provides a clear and fair path forward.

We look forward to your renewed activity and remain available to assist you in any way we can.

Best regards,
Windetta Casino Team

Dear Windetta Casino Team,

Thank you for your response.

I am fully willing to cooperate with you and show activity on my account.
However, I still find it unacceptable that I cannot access my 13,696€ in WIND tokens, especially since I even contributed my own money before you included in the terms and conditions that you could limit the withdrawal amount. I consider this to be fraud and deceit on your part.

Therefore, I request that we proceed with specific details, and I ask that you guarantee the exact deposit and player activity required in order to lift the token withdrawal limit. In other words, please provide a detailed breakdown with exact numbers on the deposit and activity conditions under which the token withdrawal limit will be determined.

Best regards,
baboooo

Dear baboooo,

Thank you for your patience and willingness to cooperate. We have thoroughly reviewed your situation and would like to provide you with an updated and more detailed response.

1. Status of Your Account and Tokens
Your account has been successfully reinstated, and you can now log in at any time. However, as you mentioned, the current withdrawal restrictions remain a concern. We understand your frustration and want to explain our policy in detail while offering a clear path to resolve this issue.

2. Reasons for the Current Restrictions
As outlined in Section 18 of our Terms & Conditions, withdrawal limits are linked to user activity, including deposits and gameplay.

As we mentioned earlier, your last deposit was made in July.
After that, you continued placing bets using converted WIND tokens, but no new deposits were made.

To ensure fairness and prevent potential misuse, the platform ties token withdrawal limits to user engagement levels.

3. Steps to Restore Withdrawal Limits
To regain access to your token withdrawals, we propose the following steps:

Step 1: Resume Deposit Activity.
Make a deposit of at least €200 within the next 14 days. This will indicate your intent to actively use the platform.

Step 2: Evaluate Gameplay Activity.

Over the subsequent 30 days:
Your total deposits should reach a minimum of €500.
We will also consider your participation in gaming activities, requiring a total bet volume of at least €2,000 during this period.

Step 3: Review and Adjust Limits.
After the 30-day period, we will review your activity. If all conditions are met, the initial withdrawal limit for your tokens will be increased to 50 000 WIND Tokens (200$) per day, with the possibility of further increases based on your continued engagement.

We understand the importance of transparency. The conditions outlined above are final, and by meeting them, you are guaranteed a gradual lifting of withdrawal restrictions.

We value your engagement with our platform and hope the proposed conditions will allow you to continue enjoying all the benefits Windetta Casino has to offer.


Best regards,
Windetta Casino Team

Dear Windetta Casino Team,

Thank you for your response.

I would like to inform you that the steps you described that apply to me have already been completed. Specifically, I have deposited over 500 euros into the Windetta casino and have also wagered over 2000 euros. In the future, I will continue to be active on the site regularly if I regain access to my WIND tokens.
Please review the activity shown on the site as soon as possible and restore the withdrawal limit to 50,000 WIND Tokens (200$) per day, as previously stated.

Thank you in advance for your assistance with this matter!

Best regards,
baboooo

Dear Windetta Casino,

Please let us know if there are any updates regarding this ongoing complaint.

Please note that, in case you fail to respond within the given timeframe, we will consider your case unresolved and it will be closed accordingly.

Thanks in advance for your cooperation.

Dear baboooo,

Thanks for your patience and for following through with the steps we mentioned earlier.

We’ve reviewed your activity, and we’re happy to let you know that your withdrawal limit has been restored to 50 000 WIND tokens (200$) per transaction.

Please note that we will continue to monitor your activity on the platform. If your activity continues as expected, we’ll consider increasing your limits even more.

Best regards,
Windetta Casino Team

Dear Windetta Casino Team,

Thank you very much for your help in restoring my withdrawal limit to 50,000 WIND tokens per day. I am very grateful.
I will continue to be active on the platform in the future.
Could you please clarify what level of activity on the platform will be required in the future to ensure that the current withdrawal limit remains or possibly increases? I would appreciate it if you could provide specific details with figures as well. For example, how much deposit and wager is needed weekly or monthly in order to maintain the current limit or to have it increased further

Thank you in advance for your response.

Best regards,
baboooo

Dear @baboooo,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear baboooo,

We’re glad to hear you’re happy with the restored withdrawal limit and appreciate your continued activity on the platform.

To maintain your current withdrawal limit of 50,000 WIND tokens per day and to potentially increase it in the future, here’s what we recommend:

Maintaining the Current Limit:
Regular deposits of at least €300 per month.
Consistent wagering activity that reflects genuine engagement on the platform.

For Potential Limit Increases:
A total deposit of €800 per month or more.
A wagering amount of at least €3,500 per month. This demonstrates your active participation and helps us evaluate opportunities for increasing your withdrawal limit.

Important Note:
Please ensure that all gameplay and activity on the platform are authentic and reflect genuine interest. Any attempts at deposit washing or simulating activity will result in an immediate review of your account and may impact withdrawal limits.

We value your participation and look forward to seeing you continue enjoying the platform. If you have any further questions, feel free to reach out!

Best regards,
Windetta Casino Team

Dear @baboooo,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

Dear Askgamblers Team,

Thank you very much for your cooperation in resolving this issue. The Windetta casino has fulfilled the promises made so far. I will continue to demonstrate the requested activity on the site in the future to help further increase the WIND token withdrawal limit.

Thank you once again for your assistance so far!

Best regards,
baboooo

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.

Dear all,

This complaint has been reopened as per the submitter's request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved in the dispute reach a satisfactory resolution.

Dear AskGamblers Team,

We value your commitment to ensuring fair dispute resolution and appreciate the opportunity to provide our response to this complaint.

After a thorough review of the case, we would like to clarify the following points:

- The player’s access to the TRUEPLAY Widget was restricted due to a violation of our fair usage policies. Our security team identified repeated wagering patterns designed to manipulate the system by utilizing WIND Tokens for risk-free wagering.

- A detailed review of the player’s gaming sessions revealed systematic exploitation of wagering mechanics, particularly in Dice (Spribe). The player’s betting strategy significantly reduced risk while fulfilling wagering requirements, contradicting the intended purpose of the loyalty program. Such behavior is classified as strategic abuse.

- As per Section 17.3 of the WIND Token Program Rules, Windetta evaluates user activity based on deposi­t-t­o-w­ith­drawal ratios, frequency of deposits, and overall engagement within the TRUEPLAY Widget. Meeting the minimum wagering requirement does not override our right to assess whether gameplay adheres to fair gaming principles.

- Windetta reserves the right to restrict, adjust, or revoke tokens at its sole discretion in cases of detected abuse or suspicious activity.

- The player's actions were found to be in violation of our platform policies, and as a result, their access to the TRUEPLAY Widget remains restricted. Consequently, the request for reinstatement or balance reimbursement cannot be approved.
According to Section 17.10, Windetta reserves the right to temporarily suspend the issuance, usage, or withdrawal of WIND Tokens if suspicious or fraudulent activity is detected. In this case, the player’s actions violated these rules, leading to the necessary enforcement of platform policies.

Windetta is committed to maintaining a fair and transparent gaming environment for all players. The player’s activities violated our established policies, and therefore, we stand by our decision to restrict access to the TRUEPLAY Widget and WIND Token withdrawals. The request for reinstatement or reimbursement is denied.

We remain open to further discussions with AskGamblers and are happy to provide any additional evidence needed to support our position.

Thank you for your time and consideration in reviewing this matter.

Best regards,
Windetta Support Team

Dear Windetta Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your accusations towards the player. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Thanks in advance for your cooperation.

Dear AskGamblers Team,

We have sent additional information about this case to your e-mail - suppor­t@a­skg­amb­ler­s.com.

Best regards,
Windetta Casino Team

Dear Windetta Casino,

Unfortunately, the issue with the Windetta casino still persists. Despite fulfilling the agreed-upon requirements, my WIND token withdrawal limit has been restricted to 0 again, and they have not adhered to the agreement.

I have WIND tokens worth €7046, which I cannot access, and I also have a casino balance of €5408, which I cannot withdraw at the moment because I have a pending withdrawal of €600 since the end of January.
In January, I deposited €1900 on the site and played various games, not just Dice.

I find it completely unfair and deceptive that if someone plays a game with a higher RTP, their account is fully restricted, especially since this is not even mentioned in the rules, meaning they can apply this to any game.

I kindly ask you to stick to the agreement as I have complied with the requirements you set. I would also like an explanation for the new issue that has arisen and for you to resolve it so that my casino balance withdrawals can be processed, rather than staying in pending for several weeks, especially since this balance includes my own deposits that I mentioned earlier. Additionally, I would like you to restore the WIND token withdrawal limit to 50,000 tokens per day.

Thank you in advance for your response.

Best regards,
baboooo

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that Windetta Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.