The player from Germany experienced technical issues while playing at Wunderino.de and was subsequently placed on the OASIS blacklist due to Wunderino's problem. The player seeks removal from the blacklist and compensation in the amount of €5000. Since we did not receive a response from the casino team, the case was closed as 'unresolved'.
Wunderino Casino DE - Player was blacklisted due to a technical glitch.
Black points: 492
Amount: €5,000
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.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
9 months ago
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10 months ago
Translation
Hello,
I hope you can help me with the following problem. I won almost 200 euros at wunderino.de in February 2023, then suddenly I couldn't play anymore. Paying out the winnings went smoothly. But then came the bang, I can no longer play at any casino because wunderino had a technical problem and I was automatically reported to the OASIS blacklist. It has been going on for months that you ask in the wunderino live chat what it looks like if you have arranged that you are down there and nothing happens. They keep asking for patience and pointing out that the authorities are so slow. They wait for an answer etc. Are the excuses. In the meantime I'm really tired of it and would like wunderino to take me off the list and compensate me properly because it was clearly their fault, as they said themselves. Therefore value in dispute 5000 Euro minimum. I'm also on the list for no reason, because what I play is 10 euros here and there, so nothing wild.
I hope you can finally help me.
Thank you and best regards
Philip
Automatic translation:
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10 months ago
Dear Erpel04,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Just to clarify, are you saying that the casino reported you to OASIS automatically due to a technical glitch? Could you provide a more detailed explanation of this situation?
Additionally, could you please confirm that you haven’t personally registered yourself on the OASIS blacklist?
I’m sorry that the casino closed your account. However, it’s important to keep in mind that a casino has the right to block a user’s account without providing a specific reason, as long as they pay the player their rightful winnings.
Regarding the dispute value, please understand that we cannot assist you in obtaining compensation from casinos due to any issues not related to games. In such cases, it would be advisable to consult with a lawyer.
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
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10 months ago
Translation
Hello
So it was like this
I played normally and suddenly it always said there was a technical problem, I then asked in the live chat what was going on. After much back and forth they found out that they had a software problem which caused me to be automatically blacklisted by OASIS, which was not supposed to be the case. So it was a problem with their software. The live chat confirmed this several times and kept asking for patience. My player account is open and I can log in, but I can't start a game due to the ban because I'm on the OASIS list for the technical issue. Therefore I would ask you to help me, because according to my opinion it is the duty of the casino to let me be taken off the list, because they can prove that it was a software problem with them.
I would be very grateful to them for their help
Automatic translation:
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10 months ago
Could you please forward any messages between you and the casino regarding this issue to veronika.l@casino.guru?
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10 months ago
Translation
I just forwarded 2 emails, the rest of the conversation always went via the live chat.
Are the two emails enough?
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10 months ago
Thank you for your emails. Could you please advise if you have tried to contact OASIS yourself?
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10 months ago
Translation
Hi,
No, I haven't tried that yet, because the provider kept saying he was to blame for this happening and they also had the technical fault and they can best tell OASIS that it's an unwanted lock. Should I get in touch with them and what about my chances of compensation if I do it myself with unlocking at Oasis?
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10 months ago
Has the casino given you any information regarding the duration of your self-exclusion period?
Also, have you requested self-exclusion in any gambling establishment in the past?
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10 months ago
Translation
No, they always just say that it is a technical error and that it shouldn't be like that at all. It would be your turn to sort it out, but it would take the authorities so long. It's been 5 months now and I doubt that an authority needs that long.
No, I have never applied for anything, as I said, I usually play just for fun for small amounts.
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10 months ago
Thank you very much, Erpel04, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem resolved to your satisfaction in the near future.
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10 months ago
Translation
Thank you that's great, I hope it works
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10 months ago
Dear Erpel04,
I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.
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10 months ago
Translation
Great, that sounds very good, I hope you can help me, of course I'm available for further questions. Thanks
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10 months ago
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.
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9 months ago
Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint anytime.
Dear Erpel04,
I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. I would be happy to assist you with this process, and you can reach me at the email address provided below. Please note that this complaint will have an impact on their safety rating on our website. Feel free to contact me if you have any questions or require further assistance.
Best regards, Jozef
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