Wunderwins Casino - Player’s withdrawal is delayed due to bonus dispute.

Hallo. Ich habe ein Problem.

Ich hatte einen 500 % Prozent Bonus und drei Tage 30 free spins.

Als ich mich einlogge und die letzten 30 spins spielen wollte kam erst free spins ohne Einzahlung geschenkt. Diese spielte ich komplett auf 0 Euro runter . Erst dann öffnete ich das Spiel mit den free spins die mit einer Einzahlung waren. Ich gewann drei Euro ungefähr. Spielte in einem anderen Spiel weiter. Gewann 100 Euro . Zahlte aus. Stornierung weil Grenze 50 Euro ohne Einzahlung. Ich erklärte es . Dann konnte ich 50 Auszahlung machen. Aber ich wollte die anderen 50 Euro auch haben. Aber dann wurde gesagt der der Bonus ohne Einzahlung mit dem Bonus Geld mit der Einzahlung vermischte. Dies kann aber nicht sein weil mein Guthaben auf 0 Euro waren. Ich diskutiere mich in Grund und Boden. Sie wollen mich da nicht verstehen. Traurig. Ich füge Screenshot hinzu als Beweis . Die sehen den Screenshot und behaupten trotzdem habe Geld vermischt aus 2 Bonusen. finde das ziemlich unverschämt. Aber werde wohl dagegen nicht ankommen. Sind zwar nur 50 Euro aber es ist trotzdem frech.

Vllt kennt sich hier jemand damit aus?

Liebe Grüße Nadine

Ob ich da einen Nutzer Name habe weiß ich gar nicht genau vlt nadijana aber bin nicht sicher. Finde da nichts nur Email adresse

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 share a screenshot and the link to the bonus offers you accepted and played?
• When did you accept these bonuses?
• From the argument of casino support, you played with mixed funds. Were there any 2 bonuses active on your account, to your knowledge? Do I understand correctly that the balance from that period was lost anyway, and therefore doesn't affect your win achieved after the fact?
• Did the casino support explain their decision to apply a particular cashout limit to you?

Thank you very much in advance for your reply.

Best regards,

Tomas

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 makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

 

In monkeys Gold kamen per pop up als ich meine letzten 30 spins mit dem Bonus die frei spiele ohne Einzahlung als Überraschung Bonus .

Dear Player,

Thanks for your replies and for sharing evidence.

At this point, we would ask the casino for its point of view regarding the situation.

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.

If you wish to pursue the issue further, I recommend you complete the casino's dispute procedure: https://wunderwins.com/de/terms-and-conditions

COMPLAINTS & DISPUTES

10.1. You may contact our customer service at [email protected] with any complaints regarding our services and follow the instructions on the website.

10.2. Complaints will be handled by the support team and escalated within the Starscream Ltd. Dispute Resolution Team. The player will be informed of the status of the complaint in a timely manner. We strive to resolve complaints submitted directly by the player within 7 business days at the latest.

10.3 . If you are not satisfied with the resolution of your complaint by Starscream Ltd, you may ultimately address the complaint to the Kahnawake Gaming Commission at [email protected]  , no less than seven (7) days and no more than six (6) months after the date the subject matter of the complaint first arose, without prejudice to any provisions in the terms and conditions of an authorized customer service provider. A complaint must be made in writing and contain clear and unambiguous information regarding the identity of the complainant, all relevant details leading to the complaint, and the steps taken to address the complaint with the authorized customer service provider.

10.4  For complaints related to data protection matters, please refer to the Privacy Policy.

10.5. Starscream Ltd. undertakes to respond to complaints within 10 working days from the date on which the competent authority sent the notification.

If not successful, file a complaint with the casino's regulator:

I recommend you submit a complaint to a regulator. Please check our resources on the regulator and on how to submit a complaint with them:

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.