Wanted Win Casino - Pelaajien kotiutuspyynnöt viivästyvät ja niitä rajoitetaan.

Hello,

I deposited €20 into this casino on August 4, 2025, and used the welcome bonus.

Later I requested a payout of €500+€150.

Then I deposited another €20 and canceled all bonuses. I then made more winnings and requested more withdrawals.

(The terms and conditions state that winnings with bonus funds will be adjusted to the maximum amount once a withdrawal is requested.)

That wasn't the case for me. For example, all my withdrawal requests were transferred back to my player account without adjusting the amount.

The next day, all my withdrawals were canceled and removed from my player account, except for €100!

When I asked support, they said I could withdraw a maximum of €100.

Hallo,

Ich habe am 04.08.2025 20€ in dieses Casino eingezahlt und den Willkommensbonus genutzt.

Später habe ich eine Auszahlung beantragt in Höhe von 500€+150€.

Dann habe ich erneut 20€ eingezahlt+alle bonuse storniert. Mir gelangen dann weitere Gewinne und ich beantragte weitere Auszahlungen.

(In den AGBs steht,das der Gewinn mit bonus Geldern auf den max. Betrag angepasst wird sobald eine Auszahlung beantragt wird)

Bei mir war das nicht der Fall, mir wurden zb alle Auszahlungsanfragen wieder zurück aufs Spielerkonto überwiesen, ohne den Betrag anzupassen.

Am nächsten Tag wurden meine Auszahlungen alle storniert und von meinem Spielerkonto entfernt, außer 100€!

Auf Nachfrage beim Support hieß es dass das ich max.100€ auszahlen lassen kann.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wanted Win Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you requested your game history from the time the first deposit was made until the winnings were reduced by the casino?
• Would you be able to share these records with us so we may review the situation?
• Could you please share with me your communication with the casino regarding the issue? 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

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.

Dear mietz88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hello tomas,

I sent you an email with screenshots of deposits and payments.

Hallo tomas,

Ich hab dir eine email geschickt .it den Screenshots über Einzahlungen und Zahlungsverkehr.

Thanks for sharing the information with me.

I went over the information you provided and the bonus rules of the casino.

• Have you received other deposit bonuses after you deposited a second time? Have you received any deposit bonuses or the next day?

Thanks for your reply.

No, I made the second deposit without a bonus and then canceled all subsequent bonuses immediately after the deposit before I even started playing.

Nein, Ich hab die zweite Einzahlung ohne bonus gemacht und später dann alle weiteren Boni unmittelbar nach der Einzahlung storniert bevor ich überhaupt angefangen habe zu spielen.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@casino.guru), who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear mietz88,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Wanted Win Casino representative to join this conversation and participate in resolving this complaint.

Dear Wanted Win Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

Dear CasinoGuru representative,

Thank you for giving us the opportunity to explain the situation.

We would like to inform you that the funds were subtracted in accordance with the casino's rules on the maximum withdrawal amount from the bonus.

Namely: "The maximum winnings that will be paid out resulting from any free spins bonus will be 100 EUR. Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule."

The player's withdrawal was from the "1st pack of 1st bonus" bonus, which exceeded the maximum allowed withdrawal amount. So the amount exceeding the allowed limit - 900 EUR - has been removed from the player's balance.

After winning from the bonus, the player made cashout requests 500 EUR and 150 EUR and recalled them. Despite the fact that the bonus wager was met, the player continued to play, but the funds were considered bonus funds and, accordingly, were subject to subtraction according to the rule. The player can check it in her Bonus History in Profile. There are no violations on our part; we are a licensed and honest casino that strictly adheres to our rules. 

Best regards,

WantedWin Casino Team

Dear Wanted Win Casino,

Thank you for your response and the information you have provided.

Could you please provide us with the bonus history and game history? You can send it to my email address stefan.m@casino.guru. Your cooperation is much appreciated.

I'll be awaiting your reply.

Dear CasinoGuru representative,

We would like to kindly inform you that, in accordance with our Privacy and Data Protection Policy, we are only authorized to share personal information directly with the account holder.

To proceed, we kindly ask the player to contact us directly from their registered email address at support@wantedwin.com

Once we receive their message, we will conduct a basic verification process. After successful verification, the player will have to specify the necessary details they are requesting (e.g., history of bets and bonuses).

Following this, we will promptly provide the requested information to the player, who may then choose to share it with you at their own discretion.

Thank you for your understanding and cooperation.

Best regards,

WantedWin Casino Team

Dear mietz88,

Could you please follow the casino's instructions and request the bonus history and gaming history? Once you receive the documents, you can send them to my email address stefan.m@casino.guru.

I'll be awaiting your reply.

Dear mietz88,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Stefan
Casino.Guru