WONDER CASINO - Player's winnings have been confiscated due to a bonus issue.

It was confiscated as I was not entitled to receive the bonus.

I used the first deposit bonus at Wonder Casino, received it and was lucky to win $9000.

However, even though I was able to receive it, the withdrawal was refused and confiscated because I did not have the right to receive the bonus.

Dear take92,

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 to make sure I understand your situation completely.

Could you please explain why you did not have the right to receive the bonus?

How did you get the bonus?

Could you please provide me with a link to the bonus you used?

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

Best regards

Veronika

The reason is that the initial bonus was used only for the first deposit and was not the first deposit, and it was confiscated.

This is the first time I have used the bonus, so I applied for the first bonus from the casino, and the use was approved and the receipt was completed.

https://casino-wonder.com/user/promotion-receive/self-help-save-and-send

Do I understand correctly that this was not the first deposit you made in this casino?

Did you fulfill all the wagering requirements for this bonus?

I'm not sure, but I've never used the first deposit bonus, and the system allowed me to use the bonus.

You have met the wagering requirements.

Could you please tell me how did you activate the bonus? Where exactly did you find the bonus?

It was on the website page.

It disappears when you finish using it.

Before we move forward with the case, please send me any relevant communication between you and the casino regarding the issue to veronika.l@casino.guru. Thank you.

No contact, etc.

Thank you very much, take92, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello, take92,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite WONDER CASINO's representative to join this conversation and participate in the resolution of this complaint.

Dear WONDER CASINO team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings and the withdrawal been canceled? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear take92,

Just letting you know that I am in contact with the casino outside of the thread, and there is still ongoing communication between me and a casino representative.

Unfortunately, it seems that you likely used the first deposit bonus in the past, and in the vast majority of online casinos it is prohibited to use bonuses more than once per player. On the other side, it is not clear why you were allowed to claim and use it.

Currently, I am waiting for additional details requested from the casino, so I will let you know once I have any news or update. In the meantime, it would be appreciated if you could answer the following questions.

When did you register in the casino? How many deposits did you make?

I was provided with the information that you were informed about the reason for winnings confiscation several times by the casino customer support via email, and I can see you use Gmail.

Can you provide me with all the emails that you received from the casino regarding the matter as follows:

• Log into your Gmail account using one of the well-known browsers on a PC, find the emails in question, and forward them by clicking the mouse right button on each email and choosing the option "Forward as attachment"

Feel free to send them to my email (branislav.b@casino.guru).

Looking forward to hearing from you.

Dear take92,

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

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime. However, the last requested information and details will be needed.

Although only outside of the thread, thank you very much, Wonder Casino, for providing information and cooperation.

Best regards,

Branislav, Casino.Guru