The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. Player’s complaint has been resolved successfully.
Wunderino Casino - Player’s struggling to complete the account verification.
Amount: €10,000
Wunderino Casino
Safety Index:HighSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
8.9
Wunderino Casino has a Safety Index of 8.9, which makes it a safe casino suitable for most players. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
Public
Public
2 years ago
Translation
I've been a customer at Wunderino for years and I've certainly invested thousands of euros in the casino. From time to time I won something and never had any problems. Now with a larger sum, it suddenly becomes clear that my paysafecard account has stored a wrong last name, this is currently being processed. The support of wunderino hasn't answered again for days. I'm slowly at a loss as to what else I can do. There is no support number and live support refers me to email
Automatic translation:
Public
Public
2 years ago
Dear seeknumer,
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.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you received payments on this specific payment method in the past?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
2 years ago
Translation
I don't want to withdraw to paysafecard. But to my bank account. Nevertheless, the paysafecard account is now correct. But the support of wunderino replies only once every 3 days
Instead of Jacob, wacob was stored at paysafe. What I hadn't noticed before.
As I said, never had any problems. And that this is only now noticeable with such a win is very questionable, since the deposits are completed in seconds.
Automatic translation:
Public
Public
2 years ago
Translation
Yes, that's the only reason I was given. I've been a customer at Wunderino for years. At least 10k turnover in the last year. And still don't even have vip status. But that's a different beer
Automatic translation:
Public
Public
2 years ago
Translation
You paid it off. Nevertheless, many thanks 🙂
Automatic translation:
Public
Public
2 years ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, seeknumer, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center 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
