WONDER CASINO - Player’s winnings are confiscated.

I was introduced to this site by an acquaintance and it was easy for Japanese people to play, so I registered.

After making my first deposit, I played some slot games.

I was able to win more than I expected.

I applied for a withdrawal right away.

After that, I was asked to verify my identity and all the authentication was completed.

The casino then accused me of playing unfairly and confiscated the money.

I just made a deposit and played slots normally, so I don't understand what they mean by unfair play.

I think they forfeited it because they won big.

I think it's just a scam to give you nothing if you lose but not withdraw your money if you win.

There is no way a casino like this should exist, so I filed a complaint.

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Dear yonezawagyu026,

Thank you very much for submitting your complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise whether you currently still have access to your account?
• Did you accumulate your winnings with or without an active bonus?
• Could you please share your communication with the casino? You can reach me via email at attila.g@casino.guru, or attach 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,

Attila

Can you tell me if I can still access my account?

I can't access it.

Have you accumulated winnings with or without an active bonus?

I haven't received the bonus.

Dear yonezawagyu026, Thank you for your response. Based on the emails you have provided, it appears that a bonus was utilized on a crash game. Could you please clarify?

Furthermore, the correspondence originates from Anonymous Casino. Could you kindly clarify which specific casino you would like to raise your complaint against? Thank you for your cooperation.

I have sent you the correspondence with Wonder Casino.

Dear yonezawagyu026,

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, Michal (michal.k@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,

Attila

Hello yonezawagyu026,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite WONDER CASINO to join the conversation.

Dear WONDER CASINO,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence directly to me at michal.k@casino.guru for an independent assessment.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear yonezawagyu026,

I have tried to contact the casino repeatedly but have had no success. I’m afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, since it appears the casino is operating under a license from the Anjouan Gaming (AOFA) Authority in your jurisdiction, I recommend you yo submit a complaint to them. The Gaming Authority might have more options and tools to help players. You can find more information on how to do that here: How to submit a complaint to a regulator | Casino Guru, and about the Authority itself here: Licensing Authority – Anjouan Gaming | Casino Guru

Please let me know how they responded at michal.k@casino.guru.

This is, unfortunately, where any possible assistance regarding this matter from our side concludes. I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru