Wunderwins Casino - Player faces withdrawal cap issues.

I received no-deposit free spins (Road Rage) and won only €4.81. I then played with that amount without any active bonus and increased my balance to €150 through regular gameplay.

When I requested withdrawal, it was cancelled and only €50 was returned. The casino claims that all winnings – even those earned after the free spins – are still subject to the €50 cap, because they "originated" from the free spins.

However, their terms do not clearly state that any subsequent winnings are capped, only that winnings from free spins are capped. I requested the exact clause, but no specific clause was provided.

I believe this practice is unfair and unclear. I kindly request that the remaining balance be returned or that the case be reviewed independently.

Dear Golde,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. I have checked the Bonus Terms, and this is what I found:

2.2.   Free Spins Without Deposit 

For free spins credited without the need of a deposit, unless stated in the specific promo terms, a maximum winning withdrawal cap of 50 EUR is applied (or the equivalent in any other currency).

To better understand your case, could you please clarify the following:

• Were your winnings capped at the maximum allowed amount after you completed the wagering of your free spins?
• Did you receive any notification confirming that the bonus was successfully wagered and your winnings had been transferred to your real money balance?
• Am I correct in understanding that you did not request a withdrawal immediately after completing the wagering requirements, but instead continued playing, and the winnings were capped only after you submitted a withdrawal request for €150?

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

Yes. After winning €4.81 from the free spins, I played various games and got a €150 balance. I didn't withdraw it right away because I didn't know that subsequent winnings would be limited to the €50 limit from the original free spins. The bonus terms and conditions didn't mention that all subsequent winnings would be considered bonus-based if they were played with money that had already been wagered.

Yes. My game account showed €150 in real money balance, and there was nothing preventing the withdrawal. When I tried to withdraw €150, the withdrawal was canceled without any prior warning, and only €50 was returned to the account.

Did you receive a notification that the bonus had been wagered and the winnings transferred to real money?

I did not receive a separate notification, but the balance was displayed in full on the real money side. There was no active bonus or wagering balance. I only won €4.81 with the free spins, and then I played normally without bonuses.

Did you continue playing before the withdrawal?

Yes. After the €4.81 win from the free spins, I played different games and got a balance of €150. I didn't withdraw it right away because I wasn't aware that subsequent winnings would be limited to the original free spins' €50 limit. The bonus terms and conditions did not mention that all subsequent winnings would be considered bonus-based if they were played with money that had already been wagered.

I believe that the terms and conditions used in this case are unclear or poorly worded, as nowhere is it stated that subsequent winnings after wagering are also limited.

I hope that my case can be reconsidered in light of this information.

Best regards, Tommi

Could you please send me the bonus offer you redeemed? Did you receive the no-deposit bonus via email, or did you find this bonus offer online?

Have you made any deposits into this casino at all?

I received an email notification about free spins and I haven't deposited on the site before.

Unfortunately, I would like to inform you that since this casino has 15+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Wunderwins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

I recommend you submit a complaint to a regulator: https://casino.guru/submitting-complaints-to-regulators

https://casino.guru/licensing-authorities/kahnawake-license

I wish I could be of more help.

The casino can reopen this complaint anytime.