The player from Germany had her withdrawal denied due to a third party deposit. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Wunderino Casino - Player’s withdrawal has been cancelled.
Black points: 234
Amount: €1,300
Wunderino Casino
Safety Index:HighSafety Index
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8.9
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Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
2 years ago
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3 years ago
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Dear Sir or Madam, After "losing" a lot of money last year, I took a break until November 15, 2021. My daughter always got me the Paysafe cards at the gas station. She has a power of attorney and can control my finances or take care of matters for me.
On November 15th, I wanted to play again. Since you can no longer get a Paysafe card at the gas station, I decided to purchase a paysafe card via Guthaben.de and pay it with PayPal (the PayPal account runs on the same bank account and also the same address and email as stored with Wunderino.
Since you now apparently need an account to deposit a Paysafe card, my daughter offered to make her account available, because it was debited from my account and I had bought the Paysafe card in my name in advance.
So I entered the code on your account and logged into Wunderino with my data. There I should then enter all the data, which I did, the deposit also worked in a strange way, although I was told afterwards that it was not allowed.
I played for a while and then won € 1,300, full of joy, I promised my grandchildren and daughter presents for Christmas, we didn't know what was going to happen next. I was then sent an email that the money will be withheld and my account will be blocked. The reason was the deposit via my daughter Sarah Wagner's paysafe account.
I then got in touch with customer service and described the case in desperation, but everything was immediately rejected. I submitted documents: bank statements with the proof that it was debited from my bank account, a screenshot of the stored email, via which the Paysafe card was also purchased and all relevant data from PayPal as proof that it was debited from my bank account and all The data is as it is stored at Wunderino. The only thing that really differs is the paysafe account. My daughter's birthday is registered there, the address, email address and tax number are identical to those of Wunderino. In the last few years I have always been able to pay in diligently and with a little something, I get such a fuss. My daughter has a power of attorney and is allowed to finance
regulate me. We are not strangers, she is my first degree kin.
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3 years ago
Dear Raucheruschi,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.wunderino.com/en/about/terms/#3-deposits-and-wagers:
„2.4 In order to perform any transaction the gaming operator may undertake any such verification checks as may be required by ourselves or by third parties (including, but not limited to, regulatory bodies) to confirm the legal ownership and the origin of the money implicated, the identity of the applicant and to comply with the existing anti money laundering provisions."
Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:
"Payments
For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."
Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand. Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.
If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.
Thank you very much in advance for your reply and understanding.
Best regards,
Petronela
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3 years ago
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I have to point out again that the payment was made via MY bank account, which is also stored at Wunderino. And the payment was requested to exactly this account. I have already submitted all of this, i.e. my bank statements, the PayPal address with the linked account and address of mine. I also submitted the deposit from Guthaben.de (which was made with my PayPal account and my email address stored at Wunderino and was also debited from my bank account. So it is not the bank account of third parties, but my own. My daughter has Bank details were never stored either. Everything was always processed with my account. I can also send you the account statements again, as well as all other evidence. I couldn't upload all files yesterday, probably because of the format
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3 years ago
Thank you very much, Raucheruschi, for your reply. I understand. I have checked the general terms and conditions, and this is what I found https://www.wunderino.com/en/about/terms/:
"3.14 In the event that a Player has deposited funds onto your Player Account using Paypal, the Player shall not be permitted to use those funds on any casino games."
If the casino doesn't wish for its players to use Paypal then it shouldn't be an option to choose from at all.
Could you please forward any supporting evidence (such as payment receipt or bank statement) to petronela.k@casino.guru? Looking forward to hearing from you.
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3 years ago
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You get me wrong I bought the Paysafe card via Guthaben.de and paid it with PayPal. I did NOT pay with PayPal directly at Wunderino. But via the Paysafe account. I will send you what I have.
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3 years ago
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So that there are no misunderstandings, I'll show the process again.
Purchased a Paysafe card via Guthaben.de and paid for it with PayPal (everything with my name, my email address, my PayPal account and, connected to it, my bank details. All the data are also stored at Wunderino.
I received an email confirming the purchase of the paysafe card.
I received the code for the Paysafe card via the mail.
I then logged into Wunderino, clicked on Pay in money and selected Paysafe card
Since I didn't know any better (since all my data were correct and agree with Wunderino) my daughter offered me to use the paysafe account for the deposit. With the exception of the name and date of birth of my daughter, all of my data is stored in the paysafe account.
i entered the code and then played.
requested after winning € 1300 payout
Rejection of the payment through the use of a third-party account.
We didn't know that this was not allowed as my bank account, name, e-mail, etc. were properly entered. So the bank account was not a third party.
we were not advised that a deposit in this way is not possible.
I accepted the terms and conditions with the Paysafe cards before the change and there was nothing about Paysafe accounts at that time. At that time you didn't need an extra Paysafe account, you just entered the code.
Another problem is that my daughter does not live at the address that is stored in the paysafe account. My address is given in the Paysafe account, so I won't even get the stake back. Wunderino asked for identification documents from my daughter, but there is a different address, she does not want to give account details to the casino because she does not want to have anything to do with it.
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2 years ago
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The paysafe support team has confirmed to my daughter that this is my account, and that's how I sent it to you. I can't do more than that. If I am not even believed when the support confirms it themselves 🤷🏼♀️
Why are deposits then even possible? Why was this pointed out to me and the terms and conditions not renewed? You didn't need an account until last year?
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2 years ago
Are you able to change personal details in your Paysafe account to be able to prove that the account is yours?
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2 years ago
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My daughter has already asked about this there, but has not yet received an answer.
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2 years ago
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Hello, my daughter is still waiting for the message from Paysafe support. Despite the message from support that the account is running through me, Wunderino assumes that I have deposited through a third party. I will probably not even get the stake again and I find that really unworthy of deposits of at least € 5000 and more. 1 time not paying attention properly and you leave a loyal customer out in the rain, despite all efforts and evidence. My daughter's partner probably also had the problem once, he had alternately deposited via 2 BANK ACCOUNTS (from him and his brother) and then the payout was initially refused. However, he had received the profit after an explanation. Why was he so lucky, especially because he really had 2 different bank accounts? Wunderino could accept it as you can see and pay me my money, but they don't really care, "because a pensioner who gambled away her pension cannot possibly win 1300 €, so it fits perfectly It's good that the older lady wasn't paying attention and you don't have to pay her the money ".
From my point of view, the decisive factor is which bank account was used to make the deposit and that was my bank account, my PayPal account and also my verified email address and home address. Nothing further is explained in the terms and conditions. You are not allowed to use someone else's bank account, there was never any mention of a Paysafe account. Everything else was requested for verification (bank account, bank account statements, proof of income, address and ID card). If it is not allowed, why did I never have to verify the Paysafe account, but did the rest? Then maybe it would have been clear earlier that it wouldn't work? I really feel that I have been treated unfairly, even if you don't understand me.
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2 years ago
Thank you very much, Raucheruschi, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi Raucheruschi,
I have looked at your case and understand the situation. I just want to say, in the future, you should always be careful when it comes to payments in casinos, every account you use should be in your name, with all the correct data to avoid trouble. I will contact the casino and see if I can help. I would like to invite Wunderino Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
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Thank you for your effort and understanding!
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2 years ago
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Good evening, unfortunately the Paysafe support team informed my daughter that a change is not possible due to data protection reasons and that the email confirming that the account is via me + my email address must be sufficient. Unfortunately, Wunderino didn’t get in touch, I don’t know where I am and whether I’ll ever get a cent.
I continue to thank you for your trouble.
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2 years ago
We would like to ask Wunderino 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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2 years ago
Hi Raucheruschi,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the EADR - European Alternative Dispute Resolution (https://eadr.org/eadr-form/) and submit a complaint to them. They may have better options and tools to help you. Please let me know if you need help with filling the form or how they responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
