The player from Germany was able to withdraw €190 but later faced issues when attempting to withdraw the remaining balance. After completing KYC verification, his account was blocked due to a claim of having two accounts, which he denied. Despite providing identification documents and communicating with the casino, the complaint remained unresolved as the casino failed to respond to mediation attempts. The Complaints Team closed the case as unresolved, noting a pattern of non-cooperation from the casino and advising caution to other players.
Wunderwins Casino - Player’s account is closed due to alleged multiple accounts.
Unresolved
Our verdict
No reaction policy
Black points: 43
Amount: €500
Wunderwins Casino
Safety Index 5.7 Below averageCase summary
Discussion
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5 months ago
Translation
Hello
I accepted the offer (see screenshot) and made approximately €500. I wanted to withdraw it shortly before Christmas and took about €190.
Paid out. I received what I'd already paid out, and now I wanted to withdraw the rest and was asked to complete KYC verification, which I did. A few weeks later, today, they blocked my account because I supposedly have two accounts, which is bullshit.
I hope you can help me.
Automatic translation:
Public
Public
5 months 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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5 months 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.
- Is there any chance that someone from your household or using the same IP address has also created an account at this casino?
- Which documents did you provide during the verification process?
- Could you please share with me your communication with the casino regarding the accusations made against you? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
Thank you very much in advance for your reply.
Best regards,
Tomas
Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 72 hours of submission, but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 1,000 complaints. Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.
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5 months ago
TranslationHello
No, no one else can be logged in.
The only thing I can imagine that happened is that my account was transferred from sugarcasino.com to wunderwins.com last fall. I don't know why.
I sent a copy of my ID, bank statements and photos of my credit card.
Automatic translation:
Public
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5 months ago
Dear CoreStyler,
Unfortunately, I would like to inform you that since this casino has 10+ 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. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Wunderwins Casino for that reason. I wish I could be of more help. The casino can reopen this complaint anytime.
