The player from Japan reported that his account had been frozen on February 27th, the cashback distribution date, following his participation in a campaign. He was accused of fraudulent use despite having qualified for the maximum cashback of $100 after losing $100 during the campaign period and requested an investigation and the distribution of his funds. The player confirmed that no other withdrawable balance had been confiscated and that he had completed identity verification, but the account remained blocked. We clarified that the casino had the right to close accounts at any time for any reason and that intervention was only possible when winnings or withdrawable balances were withheld. Consequently, the complaint was closed as no withholding of funds was confirmed.
WONDER CASINO - Player's account has been frozen.
Other
Amount: $100
WONDER CASINO
Safety Index:LowCase summary
My account was suddenly frozen on February 27th, and when I inquired, I was told that fraudulent use had been detected and it could not be reactivated.
Complaint Details
I participated in this casino's campaign (100% cashback on losses) that started a week ago.
I qualify for the maximum $100 limit.
A few days ago, I lost $100 during the campaign period.
This means that at this point, I would receive the $100 at 6:00 PM on the 27th, as stated in the campaign.
I was able to log in until the 26th.
However, my account was frozen on the 27th, the cashback distribution date.
This is tantamount to fraud and I cannot accept it. Please investigate.
I would like the $100 to be distributed.
Thank you in advance.
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with WONDER CASINO.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- How did you learn about your account being blocked?
- Other than the uncredited cashback bonus, was there any other withdrawable balance confiscated after your account was blocked?
- What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
- Could you please share information about the promotion you participated in? Post link, screenshot, or send an email with the promotional material to me.
- Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
How long have you been playing at the casino and exactly when was your account blocked?
Played once, blocked on February 27th
How did you find out your account was blocked?
I noticed it when I tried to log in on the 27th.
Aside from the uncredited cashback bonus, was there any withdrawable balance confiscated after your account was blocked?
No, I didn't.
What games did you play to build up your current casino balance? (Slots, live games, sports betting)
Evolution Live Baccarat
Can you share information about any promotions you participated in? Please post links or screenshots, or send an email with promotional materials attached.
Attached
Can you share your interactions with the casino regarding the allegations against you? Please send an email or chat transcript to tomas@casino.guru, or post screenshots here.
I'll check and send it if it's possible to forward it.
*I emailed them saying I was locked out and couldn't log in. They sent me an email a couple of days ago asking me to authenticate, and they confirmed my identity and address.
However, the lock hasn't been released.
I've emailed them to let them know it hasn't been released, but I haven't received a reply.
That's all. Thank you in advance.
Thanks for your reply.
Please understand that we believe the casino can close the player's account at any point for any reason. We intervene only in situations where winnings are confiscated or a withdrawable balance is withheld. Considering our position on the matter, we couldn't mediate the issue you are describing to your satisfaction.
Due to the aforementioned reasons, we will now proceed to close this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern, or a new issue that needs to be looked into, our team is here and ready to support you.
