Wonder Luck Casino - Player’s withdrawals are blocked.

Wonderluck just decided to block my withdrawals all of a sudden and cancel my remaining withdrawals.

I was in the middle of receiving my money as you can only request 5900kr per time.

When talking to their support they just send me the same auto generated message that they sent it further and will get back to me on email but they never do.

They even deleted my transaction historynso i can not even see my transactions anymore.

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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.

What types of games did you play to accumulate the winnings you have been trying to withdraw?

Did you accumulate these winnings with or without a bonus?

Have you completed the full KYC verification process at this casino, or at least submitted any identity documents for verification?

How many successful withdrawals have you made so far from 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

I played regular slot machines.

No i did not use any bonus funds.

I am not required to do any verification.

They have prtially paid out my winnings also but not the full amount yet since i am only allowed to withdraw 5900kr per time.

I do not have access to my transaction history but I had successful withdrawals before.

Which slot games did you play at this casino?

How long have you been experiencing difficulties with the withdrawal of your winnings?

Please forward me all communication between you and the casino customer support regarding this issue that could be relevant to our investigation at veronika.f@casino.guru. Thank you for your time and cooperation.

Hi I have been having issues with the last parts of my withdrawals for about a month now.

There is no history of my game play it is very weird.

They told me that i need to verify my account but i showed them a screenshot where their own website says that i do not need to at this moment then they said they will forward the case and i can expect an email but i never received anything.

I will show you screenshots

Dear Eirik

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, Barbora (barbora.p@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 player,

My name is Barbora, and I will be assisting you in solving this case. Now I would like to invite Wonder Luck Casino representative to join this conversation.

Dear Wonder Luck Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Dear everyone,

Thank you for bringing this to our attention.

Please accept our sincerest apologies for any inconvenience caused. Kindly be informed that, as per our Terms and Conditions, point 5.3., all withdrawals are on hold while there is an ongoing verification.

Upon review with our relevant department, we can confirm that the player is now verified.

Kind regards,

Wonder Luck Team

Dear Wonder Luck Team,

Thank you for your response and for confirming that the player's account has now been verified.

Could you please clarify whether the player's pending withdrawals have now been approved and processed? If not, when can the player expect to receive the remaining funds?

Dear Eirik, could you also please confirm whether you have now received your outstanding withdrawals or if you are still experiencing any issues?

I look forward to your updates.

My withdrawal is still pending

Dear Eirik,

Thank you for your patience.

Upon review, we can confirm that, out of two withdrawals, one withdrawal in the amount of 5000.00 NOK was completed and sent from our side. It should take about 3-5 business days for the amount to show up in the payment method.

The withdrawal in the amount of 3383.00 NOK is in queue to be processed with priority by our finance department. Please be assured that your request has our full attention and we are taking all necessary steps to ensure a speedy resolution. 

Once the withdrawal is completed and sent from our side, we will notify you promptly.

Kind regards,

WonderLuck Casino

Dear Wonder Luck Team,

Thank you for the update and for clarifying the status of the player's withdrawals.

Dear Eirik,

Based on the casino's response, one withdrawal of 5,000 NOK has already been processed and should arrive within the stated timeframe, while the remaining withdrawal of 3,383 NOK is being prioritized by the finance department.

Could you please let us know once you receive the first payment and keep us updated regarding the remaining withdrawal? We will keep this complaint open until you confirm that all outstanding funds have been received.

I received a withdrawal of 5000kr only have one more withdrawal left to receive

Dear Eirik,

Thank you for the update. I'm glad to hear that you have received the 5,000 NOK withdrawal.

Please keep us informed once you receive the remaining withdrawal. We will keep this complaint open until you confirm that all outstanding funds have been paid.

I look forward to your update.

I have now finally received my withdrawals.

Thank you Casino.Guru

Dear Eirik,

Thank you for your confirmation.

I'm pleased to hear that you have now received all of your outstanding withdrawals and that your issue has been resolved. Based on your confirmation, we will mark this complaint as resolved in our system.

Thank you for your cooperation throughout the complaint process. I hope our assistance and communication helped you navigate the situation. Should you experience any issues with this or any other online casino in the future, please don't hesitate to contact the Casino Guru Complaint Resolution Center. We're always happy to help.

As you know, our complaint resolution service is completely free of charge, and we do not accept any gratuities. However, if you have a moment, we would greatly appreciate it if you could share your experience with our service by leaving us a review on Trustpilot:

https://www.trustpilot.com/evaluate/casino.guru

Your honest feedback and any suggestions for improving our complaint resolution and mediation process are very valuable to us. Your review may also help other players who are considering reaching out to us for assistance.

Thank you once again for your time, and we wish you all the best.

Kind regards,

Barbora

Casino Guru