The player from Germany had requested a withdrawal less than two weeks prior to submitting this complaint. The payment hadn’t been processed yet. He later reported that the casino had first given only generic terms and conditions, then finally said the withdrawal had failed on approval and advised him to use a different payment method, despite his having deposited via bank transfer. We were unable to obtain a clear explanation or solution from the casino because it had repeatedly failed to cooperate, so the complaint was closed as unresolved.
Wunderwins Casino - Player claims that payment has been delayed.
Unresolved
Our verdict
No reaction policy
Black points: 478
Amount: €3,000
Wunderwins Casino
Safety Index 5.7 Below averageCase summary
Discussion
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2 weeks ago
Translation
On September 27, 2026, I registered with Wunderwins for the first time and immediately won €3,000 playing roulette. The verification process was lengthy but is now marked as successfully completed as of September 29, 2026. However, my withdrawal request is still not being processed, and I'm being strung along – even though Wunderwins' own rules state that a withdrawal should be processed within 48 hours. Now we're talking about a week! I want my money. Furthermore, my deposit and withdrawal histories have been deleted! But I took photos of them.
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2 weeks ago
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 does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
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2 weeks ago
Dear Mentalo76,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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2 weeks ago
TranslationThis is the casino's response after two weeks – no explanation, just the general terms and conditions, all of which have been met.
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2 weeks ago
Dear Mentalo76,
I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.
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2 weeks ago
TranslationThe case is still open. In response to the non-payment, they sent me an email with their general terms and conditions, all of which have been met – so there's no explanation. When I asked which point had been violated, they replied that they had already stated that in the email! I received this email.
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1 week ago
TranslationYesterday, October 12, 2026, I received an email from Wunderwins finally specifying the missing withdrawal requirements. I played yesterday, fulfilled them, and submitted another withdrawal request for €3,000 (I wagered €60).
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1 week ago
Translation15.10.26 - the withdrawal request has still not been approved - all game requirements fulfilled -
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1 week ago
Thank you for the update. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions so I can understand the situation.
- Could you please confirm that your account is fully verified?
- Have you accumulated your winnings with or without an active bonus?
- You mentioned that you played roulette. Could you please tell me which other games did you play to complete the deposit wagering requirement? (slots, live games, betting on sports)
- Based on the email you received, they explained that the withdrawal was not processed because the deposit was not completely rolled over. Is there a way to see this in your casino account? If so, please provide a screenshot.
- Please share a screenshot of your new withdrawal request and any new communication from casino for the current delay.
Thank you in advance for your reply.
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6 days ago
TranslationI played roulette again without a bonus and bet approximately €60. This puts me well above the stated €100 stake limit. I've been waiting since October 12, 2026, and it's still being reviewed.
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3 days ago
TranslationI have now received this response even though I also deposited via bank transfer.
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3 days ago
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I have now received this answer.
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2 days ago
TranslationToday's latest update.
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6 hours ago
Dear Mentalo76,
Thank you for your patience and for keeping us updated on your situation.
I understand your frustration, especially since you have already completed the wagering requirements and your withdrawal of €3,000 remains unpaid. According to the casino's latest communication, your withdrawal failed upon approval, and you were advised to use a different payment method despite having previously deposited via bank transfer. Unfortunately, the casino has not provided a clear explanation for this payment failure or a definite solution.
Under normal circumstances, we would now contact the casino directly to request an explanation and help resolve the issue. However, Wunderwins Casino has more than 10 complaints closed under our "No Reaction Policy," demonstrating its repeated unwillingness to cooperate with our mediation efforts.
We have previously made numerous attempts to contact the casino through emails, live chat representatives, and affiliate team members, but these efforts have been unsuccessful.
Regrettably, we have reached a point where we are unable to move forward with your complaint. Therefore, we are forced to close it as "unresolved." This will negatively affect the casino's overall rating.
I understand that this is not the outcome you were hoping for. However, we hope that the negative impact of unresolved complaints on the casino's rating may eventually encourage it to reconsider its approach.
Given Wunderwins Casino's repeated lack of cooperation, we strongly recommend avoiding this casino in the future.
Please be assured that the casino can request to reopen this complaint at any time should it decide to cooperate and resolve the issue.
I sincerely regret that we could not provide you with a more satisfactory resolution, and I wish I could have been of greater assistance.
Best regards,
Jean
Casino Guru
