The player from Germany has tried to close the account more than a year ago. Unfortunately, the enquiry was ignored. Player’s complaint has been resolved successfully.
Wunderino Casino - Player’s attempt to close their account has been overlooked.
Amount: €6,500
Wunderino Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hi there,
a few weeks ago you helped me at another casino. Maybe you can help me again ...
I wanted to be blocked at Wunderino over a year ago, unfortunately it did not work and I did not get an answer to my email, nor was my account blocked. So I was able to gamble away over € 6500 in the past few months without making a withdrawal.
I can still log in and now want to get my lost money back because my request to block my account was not answered.
Thank you for your help!
Automatic translation:
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3 years ago
Dear Mark,
Thank you very much for submitting your complaint and forwarding relevant screenshots. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please advise if you have sent more emails or requests for your account’s closure? If yes, please forward them to my email address petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?
I have checked general terms and conditions on the website, and this is what I found https://www.wunderino.com/en/about/terms/#6-social-responsibility-and-self-protection:
„Self-Exclusion of the Player’s Account. A Self-Exclusion of the Player’s Account can have the following effective periods:
Six months ii One year iii. Five years iv. Permanently v. Indefinitely
An account that has been Self-Excluded for one of the above effective periods cannot be opened until the full effective period has elapsed, even if the Player wishes to do so. The Player is also able to Self-Exclude the Player's Account for an indefinite period of time. An account that has been Self-Excluded for an indefinite period of time can be reopened seven days after the Operator receives such a request.
The above Gaming Limitations are carried out by using the tools available in the Responsible Gambling section on the Site or by contacting Customer Service at the Site (Customer Service/Contact Us/Select Topic/Limits) or in writing. A requested Gaming Limitation will have effect immediately when using the tools in the player safety section or when a confirmation email from Customer Service is received by the Player."
Is this the email address that you have sent your email to?
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,
Petronela
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3 years ago
Translation
Hi there,
thank you for your detailed answer. Now I have seen (unfortunately too late, sorry) that an error has crept into the recipient and I have written .con and not .com.
I have sent the email again and am now waiting - thank you very much
Automatic translation:
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3 years ago
Translation
My account has now been closed, but I will not get a refund.
Thank you and I wish you all the best.
Automatic translation:
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3 years ago
Thank you very much, Mark, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could try to help you with? Thank you in advance for your reply.
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3 years ago
As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Mark, for your cooperation and confirmation. Please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
