Wunderwins Casino - Pelaajan voitot pidätetään väitetyn VPN-käytön vuoksi.

Hello, 

I was in a hotel at the beginning of December (but already in Germany), but not at home. In the hotel itself I had access to WLAN. From there I made a deposit at Wunderwins and in the end the clock stood at 5900 €.

Now, after more than 10 days after I hear nothing from the casino, the payout has been rejected, with the following reason:

Hello,

We are writing to you regarding your withdrawal request of €5,900.00. Unfortunately, we had to decline your withdrawal due to a violation of our terms and conditions, as you were playing with hidden IP addresses or using a VPN.

As a result, your withdrawal request was rejected and the winnings were canceled. Your original deposit has been returned to your balance. You are welcome to submit a new withdrawal request.

The fact is, I did not use a VPN or a hidden IP. It was just the hotel wifi I was playing with. I also have some proof that I was there (booking confirmation of the hotel, payment receipts, etc.)

My original deposit has been returnee and I am able to withdrawal it. For me, this is a contradiction and shows that the casino is simply looking for a reason not to pay out. 

Dear mikejonesmaen,

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. 

• When have you registered an account in the casino and where did you play from in the past?
• Have you tried submitting evidence of your stay at the hotel to the casino already? With what result?
• If there is any additional correspondence you received from the casino, please forward it to my email at tomas@casino.guru

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

Best regards,

Tomas

Good morning Tomas,

I would be happy to answer your questions:

To 1.)

You can't see exactly when I registered at the casino in the casino profile. But it was probably some time ago. In the past I have always played in Germany where I live and there have never been any problems.

To 2.)

I have not yet provided any proof of my hotel stay. I told the casino by email that I can provide a lot of evidence of this. But I didn't receive any more answers. If the casino requires such evidence, I will provide it immediately. I would be happy to provide you with the relevant evidence that I was actually staying and playing in the hotel at the time.

As soon as I hear something from the casino, I will forward it to you via email.

Thank you!

Guten Morgen Tomas,

gerne beantworte ich Ihnen Ihre Fragen:

Zu 1.)

Wann genau ich mich im Casino registriert habe, kann man im Casino-Profil nicht ersehen. Es dürfte aber schon einige Zeit zurückliegen. In der Vergangenheit habe ich stets in Deutschland bei meinem Wohnsitz gespielt und es gab nie irgendwelche Probleme.

Zu 2.)

Ich habe noch keinen Nachweis über meinen Hotel-Aufenthalt vorgelegt. Ich habe das dem Casino per E-Mail mitgeteilt, dass ich sehr viele Nachweise darüber vorlegen kann. Ich habe aber darauf keine Antwort mehr erhalten. Sofern das Casino solche Nachweise wünscht, lege ich sie sofort vor. Gerne kann ich die entsprechenden Belege, dass ich mich zu diesem Zeitpunkt tatsächlich in dem Hotel aufgehalten und gespielt habe, Ihnen vorlegen.

Sobald ich etwas vom Casino höre, leite ich es Ihnen per E-Mail weiter.

Vielen Dank!

Thank you very much, mikejonesmaen, for providing the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello mikejonesmaen,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Wunderwins Casino to join the conversation and participate in the resolution of this complaint.

Dear Wunderwins Casino,

Could you kindly explain why the player's winnings have been seized? If the player can provide evidence to prove their stay in the hotel and disprove the use of a VPN, we believe they should be allowed to keep their winnings.

Thank you.

Kind regards,

Tomas

Casino.Guru

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 mikejonesmaen,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its 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 might 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 contact EADR Ltd – an alternative dispute resolution service (EADR Form - EADR - Reliable and fair out-of-court settlements) and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (Online Gaming Support - Malta Gaming Authority (mga.org.mt). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (tomas.k@casino.guru).

I am sorry I could not be of more help on this occasion.

Best regards,

Tomas

Casino.Guru