WONDER CASINO - Pelaajan voitot takavarikoidaan.

I registered with this casino last month and played slots using the first deposit bonus.

After clearing the wagering requirements and submitting a withdrawal request, I was made to wait for over 24 hours before receiving an email stating that my balance would be forfeited due to a violation of the terms of service.

I've been told I'm suspected of making a deposit and conspiring, but I have absolutely no idea what I'm talking about.

Is there any way I can get my winnings back?

先月こちらのカジノに登録し、初回入金ボーナスを利用してスロットを遊びました。

賭け条件をクリアし出金申請をすると24時間以上待たされた後利用規約違反で残高を没収するとのメールが来ました。

供託・共謀の疑いがあるとのことですが全く心当たりがありません。

私の勝利金を取り返してもらえないでしょうか

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.

Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Could you please clarify when exactly your account was closed?
• Had you completed verification before you lost access to the account?
• Did the casino specify which rule you breached? Please forward all relevant correspondence between you and the casino to kristina.s@casino.guru, or you may post it here. Once we have that information, we’ll review it and advise on the next steps.

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

I received an email on May 24th informing me that my account had been frozen.

Yes. I submitted my identity verification documents and received an email confirming that the verification was complete.

I will send you an email. Please check it.

・5/24にアカウント凍結のメールが来ました

・はい。本人確認書類を提出し、確認完了のメールも届いています

メールを送ります。確認お願いいたします

Hello kazu373,

We would like to update you that due to Kristina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Kristina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Kristina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear kazu373,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Kristina

Hello kazu373,

My name is Michal, and I have taken over your complaint.

I have reviewed the case and will contact the casino to gather additional information and better understand the circumstances surrounding this matter. I will also do my best to assist in clarifying the situation.

We would like to invite WONDER CASINO to join the conversation.

Dear WONDER CASINO,

Kindly provide any relevant information and supporting evidence regarding the alleged violations of your Terms and Conditions that the player is being accused of.

You may send the relevant information and evidence directly to me at michal.k@casino.guru for an independent review and assessment.

Thank you in advance.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear kazu373,

I have tried to contact the casino repeatedly but, have had no success. I'm afraid there is not much that can be achieved without cooperation from their side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email.

As per the new regulation, all casinos licensed in Curaçao have been required to appoint an ADR body to which players can turn in the event of a dispute. This should be clearly mentioned in the casinos terms and conditions.

I have not been able to locate this in the casino T&Cs, thus it might worth reporting this to the Curaçao Gaming Authority (CGA) via email at complaints@cga.cw as this could be considered a breach of the licensing obligations.

You can find a list of ADRs licensed by the CGA here: https://gamingcontrol.spin-cdn.com/media/license_registry/20260428_20260428_list_of_certificates_holder_acc_art_517_lok.pdf

The ADRs should be able to provide information on request as to whether they handle complaints concerning this specific casino.

Regrettably, this is where any potential assistance from our end concerning your case concludes.

I'm sorry that we were unable to assist you further in this instance.

Best regards,

Michal

Casino Guru