The player from Germany is having issues withdrawing his winnings from the casino due to ongoing verification. As the player deposited using a payment method belonging to a third party, we were forced to reject the complaint.
Hello.
I won money at Wunderino. They refuse to pay out. I have deposited several times on different days. Never won anything. Now I deposited €10 and won €50.01. I wanted to have this paid out. As a result, my account was blocked and verification requested. I have already submitted the documents for verification more than 10 times. So they now have everything at least 10 times.
now emails are still coming in which they request the documents again. Wunderino stops me.
Dear JanHa1997 ,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Could you please advise which documents you have already provided and when exactly did you send the last one? What documents have been rejected by the casino or have been requested from you multiple times?
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,
Tomas
Hello.
I submitted all the documents that Wunderino requested.
Now they are asking for a picture of my girlfriend's identity card and her credit card statement.
this has nothing to do with my player account??
we have a joint account with Visa debit cards. I have often used both to make deposits and withdrawals at Wunderino without any problems
Thanks for the explanation, JanHa1997.
Before we contact the casino would you be able to confirm if all the credit cards were issued to your joint account? Were you able to provide the document the casino requested yet? Would you be able to forward me the communication between you and the casino regarding the issue? My email address is tomas@casino.guru
I'll await your reply.
Thanks for your emails, JanHa1997.
Please check our Fair Gambling Codex for Players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card, which doesn't seem to be the case here. If you’re not able to prove that you are a legitimate owner of the payment method, I’m afraid there’s not much we can do for you.
Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
Thank you for the reply, however as I explained, there is nothing we can do to help on the occasion if you played with money that was issued on your girlfriend's credit card. I strongly advise using strictly payment methods in your own name when playing in online casinos in the future.
Please do not hesitate to contact us if you run into issues with any online casino in the future.