The player from Hesse has been waiting for a withdrawal for less than two weeks. Unfortunately, their payout hasn’t been received yet. We closed the complaint because the player stopped responding.
Wunderino Casino DE - Player’s winnings haven’t been received yet.
Amount: €4,000
Wunderino Casino DE
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I played free cash spins at Wunderino and won almost 200 euros (they fall under the bonus regulations)
After the free spins I won 4000 euros in another slot, this win was shown as real money and not as a bonus balance, so I had the money paid out directly.
First Wunderino canceled my payment and transferred the 4000 back to my player account, now after the 2nd attempt to pay out, Wunderino says that money was confiscated because the bonus regulations were violated. They only have 100 euros back on the player account & the rest is gone.
Automatic translation:
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1 year ago
Dear aylinwagner07101996,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
Hello,
I have written from Wunderino that they will not pay out the money and the 4000 euros are gone.
Automatic translation:
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1 year ago
Thank you for your reply, aylinwagner07101996. Could you please advise how much money you ended up with when you completed the wagering requirements?
Would you be so kind as to forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
