The player from Germany is unable to withdraw his funds from the casino due to a rejected withdrawal of €580 and account closure. He deposited a total of €300, supported by bank statements, but the casino claims he only has €30 remaining and has not provided a specific reason for the invalidation of his winnings. He requests reimbursement of his deposits, as he has effectively received no funds.
Wunderwins Casino - Player’s account has been closed and funds confiscated.
Opened
Current status
Waiting for player to reply
5d 14h 7m 43s
Wunderwins Casino
Safety Index:Below averageCase summary
Discussion
Public
Public
6 days ago
Translation
I deposited a total of €300 (10 deposits of €30 each), which I can fully prove with my bank statements.
After playing, my withdrawal of €580 was rejected, and my winnings were declared invalid due to alleged violations of the terms and conditions. However, I was never given a specific reason as to which rule I was supposed to have violated.
The casino subsequently informed me that my account balance had been adjusted to €30 and that this amount was available for withdrawal. However, I actually deposited a total of €300, not just €30, which is clearly documented by my bank statements.
Furthermore, my account was closed, so I no longer have access and cannot make any withdrawals. Therefore, I have effectively received no money at all.
I contacted support multiple times. Initially, I was told that €30 was available. Later, they argued that deposits couldn't be refunded because they had been used for gameplay. My case was then forwarded for review again, but even after more than a week, I still haven't received a resolution.
These statements are contradictory and incomprehensible.
I am explicitly not demanding payment of my winnings. My sole aim is the reimbursement of my own deposits totaling €300, which have not yet been refunded to me in any form.
In my view, it is not justified to withhold both the profits and my deposits in full, without granting me access to the allegedly existing remaining balance.
I therefore request a full refund of my deposits amounting to €300.
Unfortunately, I can only upload 5 attachments at a time. Please let me know how I can send the rest of the evidence (remaining chat history, bank statements, etc.).
Furthermore, I unfortunately cannot remember my username exactly, as I was only registered on the site for a very short time (one session) and I am not sure which username I entered.
Thank you in advance for your help.
Automatic translation:
Public
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2 days ago
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Public
Public
2 days ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wunderwins Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please advise how long you were a player at the casino and when exactly your account was blocked?
- Do I understand correctly that you deposited all 10 deposits before you started playing?
- Have you participated in any bonuses or promotions?
- Did the casino cite any rules that might have been broken? Have you saved any relevant communication you might share with me in this regard?
- Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
