WONDER CASINO - Player’s winnings have been confiscated.

The equivalent of $4,600 was confiscated.

I registered with Wonder Casino via Casino Guru around August 15th, so I would appreciate it if you could help me resolve the dispute.

I used my first deposit bonus, played slots, met the wagering requirements, and after verifying my identity, I received an email informing me that my funds had been confiscated.

I've also attached the email detailing the confiscation.

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 forward me the full email you received from the casino after your winnings were confiscated? My email address is veronika.f@casino.guru.

Have you passed the full KYC verification, or was your account blocked before the casino successfully verified your account?

Is there any chance that someone from your household or using the same IP address also created an account 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

Important Notice:

Casino.Guru will never ask for any payments or access to your accounts in order to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information. We only contact players through this official complaint thread or via email addresses ending in @casino.guru. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar within the official complaint thread.

If anything seems suspicious, please contact us directly. Stay safe.

KYC authentication passed.

There is no possibility that you are using the same IP address. I am the only one playing on my smartphone.

Thank you for your response. However, I have not yet received any emails from you. To move forward, I will need to review the full email you received from the casino after your account was closed. Could you kindly forward it to me at veronika.f@casino.guru?

Please also include any other communication or evidence that might be relevant to the investigation of your case.

Thank you very much for your cooperation.

I sent you a screenshot of the email today.

thank you.

Thank you very much, mizomizo, for providing all the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, mizomizo!

Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.

I would like to invite the casino to give them a chance to explain their side of the situation.

Dear WONDER CASINO, in case of player's breach of terms and conditions, please, send the relevant evidence to my e-mail: pavel.k@casino.guru. It will not be shared with anyone, including the player. Thank you!

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

All communication from us will be through this official complaint thread or the official email addresses provided in your case. Please always check the domain of any email you receive and verify that it truly comes from us. You can confirm this by clicking on your complaint resolver’s profile.

If you notice anything suspicious, don’t hesitate to reach out to us directly.

Thank you for your patience, and stay safe.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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. Normally, I would recommend you contact the Comoros Gaming Authority via the "File a complaint" field on the badge page and submit a complaint to them, however, the casino has chosen to hide the badge from their page so the players cannot lodge complaints with the regulator, so I cannot give you a link to it. I am sorry I could not be of more help on this occasion.

Best regards,

Pavel Kaczynski