The player from Germany had deposited €100 and received a 110% bonus, which required him to wager approximately €6,000. Despite completing the requirement, his account balance was capped at €110, a detail that was not disclosed in the bonus terms. He sought assistance in retrieving the remaining €1,900 he believed was owed to him. The Complaints Team reviewed the case and acknowledged that while the bonus terms may not have been user-friendly, the conditions regarding the winnings cap were clearly stated. As a result, they could not provide further assistance, and the complaint was closed.
Wonder Luck Casino - Player's bonus winnings are capped.
Closed
Our verdict
Unjustified complaint
Amount: €1,900
Wonder Luck Casino
Safety Index:Very lowCase summary
Discussion
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8 months ago
Translation
Ladies and Gentlemen
I deposited €100 on this site and received a 110% bonus. I had to wager about €6,000, and when I did, I still had about €2,000 in my account. However, my account balance was capped at €110.
Previously, there was no information about the bonus being limited, but ultimately only the bonus amount of €110 was credited. Support stated that it was correct that the amount was limited to €110.
However, I consider it extremely dubious, as the bonus terms and conditions don't mention anything like that. It's not a good bonus at all if you have to wager €6,000 with €110 in bonus money to win the maximum bonus amount.
I'm registered there with that email address. Unfortunately, I no longer have access to that email address and can therefore only communicate via live chat. Can you help me get the remaining €1,900? Unfortunately, I've already lost the €110 that was ultimately credited.
Thank you in advance and kind regards
Edited by a Casino Guru admin
Automatic translation:
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8 months ago
Dear player,
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 confirm that you have passed the KYC verification?
Could you please let us know exactly which bonus this was? Do you still have the link to the promotion or any screenshot of the bonus terms?
Would you be able to provide information about your deposit and bonus history from your account?
Could you please share your communication with the casino regarding the bonus? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Dominika
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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8 months ago
TranslationThank you for your feedback and the opportunity to describe my concerns.
Regarding the first question: KYC verification has not been required at this casino so far, so I haven't had to go through any verification either.
Regarding the bonus terms and conditions: The specific terms and conditions for the bonus offer I used were no longer visible after activation. Therefore, unfortunately, I no longer have a direct link to this specific bonus. However, I do have a screenshot of a similar bonus offer that was credited to me at the same time as the disputed bonus. I have already provided you with this screenshot via email.
It's important to note that I subsequently asked the casino whether the bonus had a 100% maximum winnings limit. This was confirmed. Therefore, the same rule must also apply to the 80% bonus offered at the same time. However, the screenshot clearly shows that no winnings limit is specified.
Regarding bonus and payment history:
I've identified the relevant spins where the bonus balance was converted into real money. I've also attached these two screenshots. They show that out of an amount of just over €2,000, only €110 was converted into real money.
The minimum deposit for the bonus was €100, and I was subsequently credited with €110 as a 110% bonus.
I can, of course, provide you with further details about your transaction or bonus history—please let me know exactly what information you need (e.g., deposit history, bonus activations, game history). Alternatively, I can also provide you with the account login details so you can get an overview yourself.
I have sent you the screenshots for this post by email.
Best regards
Edited by a Casino Guru admin
Automatic translation:
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8 months ago
Dear player, does your account show anywhere that the bonus was activated – maybe in your bonus history, transaction list, or account messages?
Would you be able to send me a screenshot of the terms for one of those similar bonuses you mentioned?
How exactly did you receive this bonus – did you get it automatically after the deposit, or did you claim it manually? Where did you find it?
Did you receive any email from the casino about this specific bonus when it was given to you? If yes, can you check whether it contains any more detailed terms or limits?
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8 months ago
TranslationThank you for the feedback, Dominika.
Regarding your questions, I would like to clarify the following:
On that day, I wagered around €6,000, with stakes between €2 and €3. However, my payment history doesn't go back far enough for me to be able to trace the activation of the bonus.
I did not receive an email with information about this specific bonus.
I saw the bonus on your website – directly below the bonus offer, you could click on "Bonus Terms and Conditions." However, this link only led to the general bonus terms and conditions. As far as I could tell, I didn't find any indication of any limits on this bonus there.
I didn't apply for the bonus manually; it was credited automatically after my deposit.
Unfortunately, I can't provide a screenshot of the terms and conditions for this specific bonus, as I was only shown the general terms and conditions. I've already sent a screenshot of a similar offer. Here, only the general bonus terms and conditions are mentioned, as you can see in the image.
This week, I received similar bonus offers again. According to support, these bonuses also seem to be limited to 1x the bonus amount (I didn't claim them this time, of course, because I don't want to fall for them again), although there's no warning about this.
To activate the bonus, I deposited €100. I normally never deposit that much at once. I only did it because the bonus seemed very tempting at first. However, unfortunately, I was deceived by the casino. That's extremely unfair.
Best regards
Automatic translation:
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8 months ago
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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8 months ago
Hello there,
Thank you Beron98 for providing us with all the information. I hope we'll be able to resolve this issue together.
I would now like to ask Wonder Luck Casino for their help in resolving this complaint. We would like to know why the player's winnings are capped and what we can do to help resolve this issue.
Thank you!
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8 months ago
Dear Beron98,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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8 months ago
TranslationHello Peter,
What exactly should I answer? I've actually provided all the essential information.
Best regards
Aaron
Automatic translation:
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7 months ago
Dear Peter,
Thank you for your message!
We would like to inform you that we have provided all the necessary evidence in a letter to you by email peter.c@casino.guru and are awaiting consideration.
Best regards,
Wonderluck casino team.
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7 months ago
Thank you for providing me with the information Wonder Luck Casino representative.
Dear Beron98, the casino has provided me with excerpts from the specific bonuses where a win cap of 110% of the deposited amount is mentioned. However, I do not believe this to be a rule that could be considered in the spirit of fair gambling. I will discuss this issue internally with my team, and once we decide on the next steps, I will update you directly in the thread. Thank you for your patience during this time!
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7 months ago
TranslationHello Peter,
I haven't heard from you for a while now regarding my request.
Do you have any update on how this case is being handled?
Thank you for your efforts and kind regards
Automatic translation:
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7 months ago
Dear Beron98, After reviewing the case with our team, we acknowledge that the bonus terms may not be particularly user-friendly. However, the relevant conditions are clearly stated in the bonus terms and conditions, and the casino has also provided screenshots confirming that the bonus winnings cap is displayed when the bonus is claimed in the designated tab.
In light of this, we are unable to provide further assistance regarding this matter, and we must respectfully close your complaint. Thank you for your understanding, and I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Kind regards,
Peter
