Wunderwins Casino - Player's cashback has been delayed.

Dear Team,

I am having an issue with my cashback at this casino.

I was trying to resolve the issue directly with the casino, but waiting times are really long and the answers I get are not solution-driven.

Summary:

In a week accounted for the cash back, I made 2.800€ of deposits.

In that same week I got around 100€ bonus and I made a withdrawal of 800€.

Once a day for cashback came, I got none.

The only explanation I got after many days of waiting was: Bonus I received was affecting my cashback and if a player has a balance higher of 5€ at the time of cashback, this means no cashback will be credited.

I am not sure if I had any balance on the day of cashback. I know that my withdrawal was rejected and asked to change the method, not sure if those funds were on my account.

However, I have a 2.000€ net loss in that week. My VIP level is giving me 11% cashback.

Why would I not be getting this?

I even asked for a bonus in that value, to compensate for an issue, but again, no response.

Thank you in advance for your support!

Kind regards,

Mico

Dear tesanovic88,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that you have received this bonus before?
• Did you meet all the conditions to be eligible for this bonus?
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

Dear Kristina,

thank you for your reply!

Let me answer your questions and clarify.

No, I did not get this bonus already before.

Cashback bonus is calculated based on the net loss during one week time. It is always credited on Saturday.

This is the one I am complaining about.

Small bonuses I got (one 55€ and one 35€ I believe) were at the beginning of that week, only as an incentive for me to keep playing. Which I did, unfortunately.

Once Saturday came, no cashback bonus was issued.

To your second questions, I do believe so.

Casinos are calculating net loss and I have a significant net loss. 🙁

A condition that my account balance has to be below 5€ is a new one for me and I am not sure if I had any balance at the time of bonus calculation. As mentioned, my withdrwal was cancelled and I was asked to change the method, so it might be those funds were sitting on my account. But still, that condition makes no sense at all.

Finally, I will forward you some communication to the E-Mail stated above.

Thank you!

Kind regards,

Mico

Dear tesanovic88,

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.

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.