The player from Germany reported that his account at the online casino 'WantedWin' had been deactivated without explanation after he deposited €150 and grew his balance to approximately €700. He was unable to access both his deposited money and his winnings, and communication from the casino had been vague regarding the deactivation. We investigated the case and obtained clarification from the casino, which stated that the account was closed in line with its Terms and Conditions and that the player's deposit was fully refunded after some initial banking issues. The casino explained that no winnings were confiscated. Due to undisclosed platform restrictions, the complaint was resolved with the casino's actions deemed compliant with their Terms, and the case was closed.
Wanted Win Casino - Player's account has been closed unexpectedly.
Unjustified complaint
Amount: €700
Wanted Win Casino
Safety Index 9.1 Very highCase summary
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]
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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
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
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.
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
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.
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
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?
Hello Veronika,
Thank you for your message.
I can confirm that I received the refund of my deposit, but I never received any email, explanation, or notification from the casino.
My account was suddenly closed without any warning or explanation.
At the time my account was closed, I had approximately 700 EUR in winnings in my account balance. The casino confiscated these winnings and only returned my deposit of 150 EUR.
There was no explanation, no warning, and no communication about why my account was closed or why my winnings were withheld.
I would like to understand:
Why my account was closed without any prior notice
On what basis the casino decided to confiscate my winnings
Thank you for your assistance.
Dear benzj044
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Veronika
Dear user,
I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the Wanted Win Casino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear Wanted Win Casino,
Could you please provide detailed information about this case?
Thank you in advance for your response.
Best regards,
Romi
Hello,
Thank you for your questions. Please allow us to provide some clarification regarding this case.
The player’s account was closed in accordance with the casino’s Terms and Conditions accepted during registration. As stated in the Terms, the casino reserves the right to suspend or close a player account at its sole discretion.
Following the account closure, the player’s deposit was refunded in full. An initial refund transaction was initiated to the player’s bank account; however, the transaction was declined by the receiving bank.
Despite this, the casino made additional efforts to ensure the player received the funds. The player was asked to provide alternative banking details so the refund could be processed successfully. After the updated information was received, the refund was completed and the full deposit amount of 150 EUR was successfully returned to the player.
Throughout the process, the player was informed about the refund status via email communication and customer support live chat.
Best regards,
WantedWin Casino
Hello Martina,
Thank you for the update.
However, the casino's response still does not address the main issue of my complaint.
Yes, the deposit of 150 EUR was eventually refunded. However, when my account was suddenly closed, my total balance was approximately 700 EUR. This means that around 550 EUR in winnings were confiscated.
The casino has not explained which specific rule I allegedly violated. Simply referring to the general terms and conditions and saying they can close accounts at their discretion does not explain why legitimate winnings were confiscated.
From my perspective, this situation is very concerning. If I had lost the money, the account likely would not have been closed. The closure only happened after my balance increased to around 700 EUR.
What I want is very simple: the payment of my legitimate winnings.
Therefore I ask the casino to clearly explain:
1. The exact reason why my account was closed.
2. The specific rule I allegedly violated.
3. Why my winnings of approximately 550 EUR were confiscated instead of being paid out.
If there was no violation, my winnings should be paid to me.
Best regards
Dear Wanted Win Casino,
Thank you for providing the information.
Kindly send a detailed explanation of the player's violation to my email, romana.r@casino.guru, so we can evaluate it.
Thank you in advance.
Respectfully,
Romi
Dear Romi,
Thank you for your question.
We've provided with necessary information to your email.
Dear Wanted Win Casino,
Thank you for your email.
Please send some additional information as I have kindly requested in my email.
Thank you.
Respectfully,
Romi
Dear Romi,
We have already sent you e-mail with additional explanation.
We hope for your understanding and cooperation.
Best regards,
WantedWin Casino
Thank you, Wanted Win Casino, for your cooperation.
Dear user,
After the information from the casino representative, about the situation, actually, no winnings were confiscated from your account, and you only had an active bonus that had not yet met the wagering requirements. In such cases, according to their bonus policy, any associated gameplay results are considered invalid, and the bonus is removed.
All this happened due to some restrictions you have had across the platform, which we are not going to publish here, but you should be aware of.
As the casino has acted according to its Terms, I am now closing this complaint.
Thank you for your cooperation and understanding.
Respectfully,
Romi
