The player from Bavaria has requested a withdrawal less than two weeks prior to submitting this complaint. The payment hasn’t been processed yet. The player later confirmed that the withdrawal was processed successfully, therefore we marked this complaint as resolved.
Wunderwins Casino - Player claims that payment has been delayed.
Amount: €200
Wunderwins Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Good day,
I applied for a payout from "Wunderwins" on August 27th and then I was asked to verify myself.
I submitted all the documents and the casino then said they didn't accept a mobile phone bill as proof of address, I submitted another document and they wrote that you didn't "Bill: electricity, water, gas, rent, landline phone or internet. Mobile phone bills are not accepted
◦ Bank statement (list of transactions) or invoice from a recognized bank. Online banking is not accepted (N26, bunq, Revolut, Wise)."
They kept changing me their email and do not accept proof of address (see photo)
I also change your deadline for how old the document must be once 3 months and then again 6 (see attachment)
I would ask you to help me in this case.
many then
Automatic translation:
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1 year ago
Dear benjaminstadler,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
The matter has been resolved.
I misread the email.
Thank you anyway.
Automatic translation:
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1 year ago
Awesome news, benjaminstadler. As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and 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.
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