Wunderino Casino - Player’s deposit has never been credited to his casino account.

Amount: €30

Wunderino Casino

Safety Index:High Submitted: 23 Jan 2021 | Case closed : 08 Feb 2021

Case closed Our verdict

Player stopped responding

REJECTED

Case summary

3 years ago

The player from Germany has deposited money into his account but the funds seem to be lost. We rejected the complaint because the player didn't respond to our messages and questions.

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Alexander

Unregistered user

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3 years ago

OriginalTranslation

On Tuesday at 3 p.m. I first deposited € 30 at Wunderino via Neteller and then another € 18 at Wildz.

Nothing happened for hours, then the odyssey started with the live chat.

Back and forth for hours. I then contacted Neteller by phone and the lady gave me 2 reference numbers that casinos just had to enter and the money would have been there immediately.

For days I've been begging in the live chat that someone turns, but either I hear there are problems at Neteller or the payment department has not yet contacted me, sometimes IT is also to blame.

I have to play the whole story in the live chat every time.

That sucks and customer friendliness is something completely different!

Automatic translation:

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Petronela

Complaints Team Lead

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3 years ago

Dear Alexander,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, the casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

Could you please forward the payment receipt to petronela.k@casino.guru?

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

Best regards,

Petronela

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Petronela

Complaints Team Lead

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3 years ago

Dear Alexander,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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Petronela

Complaints Team Lead

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3 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.