The player from Germany reports that his account at the online casino 'WantedWin' has been deactivated without explanation after he deposited €150 and grew his balance to approximately €700. He is unable to access both his deposited money and his winnings, and communication from the casino has been vague regarding the deactivation.
Wanted Win Casino - Player's account has been closed unexpectedly.
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Current status
Waiting for Casino Guru to reply
4d 8h 47m 35s
Wanted Win Casino
Safety Index:Very highCase summary
Discussion
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3 weeks ago
Translation
Dear Casino Guru Team,
I hereby submit a formal complaint about the online casino "WantedWin".
I deposited €150 and claimed the 100% bonus. After playing according to the bonus terms, I was able to increase my balance to approximately €700. Suddenly, in the middle of a game, I was logged out of my account and subsequently completely deactivated – without any prior warning or plausible explanation.
I contacted live support. I was simply told that my case was being reviewed and that I should wait for an email. No specific reason was given, and no clear timeframe was specified. Although I was told that the review usually takes up to 24 hours, my account remains deactivated, and I have no access to my money.
My main problems are:
My deposited money (€150) is inaccessible.
My winnings (approx. €700) are blocked.
No clear reason was given for the deactivation.
The communication is very general and not transparent.
I therefore request your assistance in reviewing this case.
My primary concern is the immediate refund of my deposit of €150.
Should a payout of the winnings not be possible, I demand at least the release of my deposited amount.
Account details:
Name: [hidden by Casino Guru]
Email: [hidden by Casino Guru]
Thank you so much for your time and support. I would be very grateful for your help in resolving this matter.
Best regards
[hidden by Casino Guru]
Edited by a Casino Guru admin
Automatic translation:
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3 weeks ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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3 weeks ago
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 send me a link or a screenshot of the bonus you activated and played with?
- What games did you play while the bonus was active?
- Am I correct in understanding that your gameplay was interrupted while the bonus wagering requirements were still not fully completed?
- Have you made any successful withdrawals from this casino in the past?
- Have you successfully completed the full KYC verification at this casino?
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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3 weeks ago
TranslationHello,
Thank you for your message. I will answer your questions fully and add to the previous information, as I have not yet received a refund of my deposit.
1. Bonus / Screenshot
Unfortunately, I cannot provide a screenshot or link to the bonus. I was suddenly logged out while playing, and my account was subsequently deactivated. Since then, I have no access to my bonus or game history.
2. Real Money / Bonus Money – Clarification
I played exclusively with my deposited real money of €150.
Although a total of €300 was displayed in the account (€150 deposit + €150 bonus), the bonus money was never reached or used.
My €150 real money balance wasn't used up, so the bonus money was never activated. My balance temporarily rose to approximately €700.
I am not concerned about winnings or bonus amounts, but solely about the refund of my own deposit of €150.
3. Game played
I mainly played Bigger Bass Splash.
4. Interruption of the game
Yes. I was logged out without warning, even though I still had credit, and my account was deactivated afterwards.
5. Previous payouts
No, I have not received a payout from this casino before.
6. KYC / Verification
My ID was accepted immediately.
The only problems arose with verifying the payment method, as I used a virtual credit card.
Since it is technically impossible to display all data for a virtual map on a single document, I have submitted the following evidence:
Screenshot from online banking showing cardholder name
Masked card number (first 6 and last 4 digits visible)
Expiry date
Additionally, an official bank statement as a PDF with my full name and address
This combination constitutes valid proof of a virtual card and was ultimately accepted.
After that, I received an email from support requesting my full bank details for the refund.
I then submitted all the required information (name, address, IBAN, bank name, SWIFT/BIC, etc.).
Then I received another email informing me that my request had been "forwarded to the responsible department" and that I would receive an update.
I've been waiting ever since. There has been no further update and no money has been paid out.
7. Current status
I have submitted all the required documents and data in full.
Despite multiple confirmations from support, I have not yet received a refund of my deposit.
In summary, my sole concern is the refund of my €150 deposit.
Not about winnings, not about bonus amounts, but only about my own deposited money.
Best regards
HAK
Edited by a Casino Guru admin
Automatic translation:
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2 weeks ago
Am I correct in understanding that you made just one deposit into this casino?
Could you please forward me the documents you sent to the casino for verification, along with all the communication between you and the casino customer support regarding the verification of your account and its subsequent closure? My email address is veronika.f@casino.guru. Thank you for your cooperation.
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2 weeks ago
TranslationHello Veronika,
Yes, I only made one deposit of €150 at this casino.
I will send you all the requested documents as well as the complete correspondence with the casino to the email address you provided.
Best regards
HAK
Edited by a Casino Guru admin
Automatic translation:
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2 weeks ago
Dear Veronika,
I have just sent you an email with all relevant details and the full correspondence.
It has now been 6 days since the casino confirmed that my €150 refund was "successfully processed from their side." They stated 3–5 working days for bank transfers, and this period has already passed. The money has still not arrived.
If necessary, I can also provide an alternative bank account in case there is any issue with the previously submitted one.
Please let me know how we proceed from here.
Best regards,
H. A. K.
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1 week ago
Hello benzj044,
We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.
Thank you for your understanding and ongoing patience.
Best regards, Casino Guru
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3 days ago
Thank you for your emails.
Please note that when players are waiting for a payment or refund from a casino, we usually recommend allowing up to 14 days for the funds to appear in the account, as processing times may vary depending on the payment method and internal procedures.
Could you please let me know if you have received any updates regarding your refund in the meantime? Have the funds been credited to your account already?
