Wunderwins Casino - Pelaajan voitot mitätöitiin.

The casino canceled my 2 withdrawals of €500 and €200 and only returned €30 to my player account.

No one responds to emails and live chat

Das Casino hat meine 2 Auszahlungen über 500€ und 200€ Abgebrochen und meinem Spieler Konto nur 30 Euro zurück Überwiesen.

Auf E-Mails und Live-Chat Reagiert keiner

Dear Saschabartel,

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. Could you please advise how long ago you registered your account and if you’ve completed the account verification successfully? Which games you’ve been playing (live games, slots, or multiplayer)? Have you accumulated your winnings with or without an active bonus?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hello, thank you.

The casino replied to my request.

They canceled the payout because I had a bonus and was playing with it on Deadwood.

This is a game that cannot be played with a bonus

The problem for me is that at the time of the deposit, which I made on 10/25/23 at 4:58 p.m., the page with the bonus terms was not accessible, the error page 404 was displayed.

It was simply impossible to see which games were banned and which were allowed.

Since I have already played at other Gammix casinos, I have relied on the fact that, as with Locowins and Crazeplay, it is not possible to open such games or that you will receive a warning, as with Crazeplay.

both did not happen.

It is not fair to players if the bonus terms cannot be displayed and there is no warning that winnings will not be received. I also made screenshots that the bonus terms cannot be called.

It was also known to the casino that this error happened.

I didn't even play or win much at Deadwood and then went back to the other games.

Is there anything else that can be done or is it my bad luck and I should rather play in other casinos again?

Although they gave me back the deposited amount to my player account, I believe I have honestly won and I would like to have my winnings.

Hallo, vielen Dank.

Das Casino hat mir auf meine Anfrage geantwortet.

Sie haben die Auszahlung Storniert, weil ich einen Bonus hatte und mit diesem in dem Spiel Deadwood gespielt habe.

Das ist ein Spiel was mit einem Bonus nicht gespielt werden Darf

Das Problem für mich dabei ist, zum Zeitpunkt der Einzahlung die ich am 25.10.23 um 16.58 vorgenommen habe, war die Seite mit den Bonus Terms nicht erreichbar, es wurde die Error Page 404 angezeigt.

Es war einfach nicht zu sehen, welche Spiele Verboten sind und welche erlaubt waren.

Da ich bereits bei anderen Casinos von Gammix gespielt habe, habe ich mich darauf verlassen, dass wie bei Locowins und auch Crazeplay ein Öffnen solcher Spiele nicht möglich ist oder das man wie bei Crazeplay eine Warung bekommt.

beides ist nicht Passiert.

Es ist nicht fair den Spielern gegenüber, wenn die Bonus Terms nicht angezeigt werden können und es auch keine Warnung gibt, dass man dann die Gewinne nicht erhält. Ich habe auch Screenshots gemacht das die Bonus Terms nicht aufgerufen werden können.

Es war dem Casino auch bekannt, dass dieser Fehler passiert ist.

Ich habe bei Deadwood nicht einmal viel gespielt oder was gewonnen, und bin dann wieder zurück zu den anderen Spielen.

Kann man da noch etwas machen oder ist das mein Pech und ich sollte dann lieber wieder in anderen Casinos Spielen?

Sie haben mir zwar den Eingezahlten Betrag auf mein Spielerkonto zurückgegeben, Ich habe aber nach meiner Ansicht ehrlich gewonnen und möchte gerne meinen Gewinn haben.

Thank you, Saschabartel, for the clarification. We believe that restricted games should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played.

Is there any relevant communication between you and the casino that you could forward to me before we'll contact the casino directly? My email address is petronela.k@casino.guru.

I unfortunately have no relevant communication from the casino.

I was told that there was only a problem with the bonus terms page for a few hours.

That's a lie, but I can't prove it.

I was told that I accepted the Conditions and Terms upon registration.

Nothing more was said about it. Another email was not answered. I decided to gamble the 30 euros because a payout would take more than 48 hours.

I should have listened to Casino Guru reviews and not Play There.

I have already closed all accounts that exist at Gammix LTD casinos, only the one from Winderwins is still open.

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

Hi Saschabartel,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Wunderwins Casino to the conversation to participate in the resolution of this complaint.

Hi Peter,

Hello Petronela,

First of all I would like to thank you for all the work you are doing to find a solution to my problem.

I would be happy if Wunderwins would still transfer the money I won. I've written a lot with the casino and all I can say is that I don't think they will get an answer from them.

But I would like to thank you for your effort.

Hallo Peter,

Hallo Petronela,

Ich möchte mich als erstes bedanken für die ganze Arbeit die sie machen um eine Lösung für mein Problem zu finden.

Ich würde mich freuen wenn Wunderwins doch noch das Geld überweisen würde den ich gewonnen habe. Ich habe schon viel mit dem Casino geschrieben und kann eigentlich nur sagen, das ich nicht glaube das sie von dort eine Antwort erhalten werden.

Möchte mich aber für ihre Mühe bedanken.

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.

Hi Saschabartel,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. In the meantime, I recommend you to contact the EADR Ltd, an MGA approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the EADR and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter