The player from Germany complains he didn't receive a cashback bonus. The player was also asked again to submit documents for verification. We closed the complaint because the player stopped responding.
Wunderwins Casino - Player didn't receive a cashback bonus.
Amount: €784
Wunderwins Casino
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Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
Public
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1 year ago
Translation
I deposited for the 500%+90FS bonus and converted the 500%, whereby I climbed up my status in the last 2 days until just before 5LevelUp.
As far as I know, the cashback is automatically credited at 5:00 am on Saturday.
With the status climbed up until just before the 5LevelUp, today (Saturday) in the morning from 5.00 a.m. 7% cashback of my lost real money stakes should have been automatically credited to my player account.. but it is not.
I also described my request to support and I would then have to get an upgraded 5 LevelUp's cashback bonus, but chat service Katy was not helpful at all and said she should also get an email confirmation and I didn't get such a confirmation.
Chatservice Katy just ended the chat.
Send attachments to understand the process.
Cumulation as follows:
5Level Up Points: 2,800:0.25=
11,200€ Real G.Vel.
€11,200:100×7%(CB)=
784€(CB)
Automatic translation:
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1 year ago
Dear Slider38,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I checked the casino bonus terms and conditions and I found this:
https://wunderwins.com/bonus-terms
2.3.6. Cashback can’t be combined with any other bonuses or promotions. If you have an active bonus no cashback can be earned until the completion or failure of the active bonus or promotion is achieved.
If during your game activity, you played with an active bonus and haven't made any other deposits, there were probably no net losses on your account.
Please understand the systems for awarding cashback bonuses are automatic and it's unlikely there was any mistake made in awarding you a cashback bonus.
Also, please note we cannot ask the casino to award you any bonus or offer any compensation or punish them if they won't do so. Please let me know if I overlooked any information, or have any other concerns, otherwise, I'll be forced to reject the complaint as unjustified.
Looking forward to hearing from you.
Best regards,
Tomas
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1 year ago
Translation
I converted 500% for the €10, completed it and was lucky enough to climb the 5LEVELUP with real money within a few hours.
I also have screenshots with my LevelUp status, I also got an email that I will be credited on Saturday 5:00 a.m. if I am eligible, but nothing was credited to my player account. I received an email confirmation for my verification a long time ago and have been seeing since yesterday it's not completed and they still need my current proof of address strangely enough
Automatic translation:
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1 year ago
thanks for the update, Slider38.
Balance gained and lost with the help of a bonus will most likely not be counted towards net losses for cashback eligibility.
Could you please advise which documents you have already provided and when exactly did you send the last one? Do I understand correctly that verification of your proof of address document is currently preventing you to withdraw your winnings? Have you provided all the required documents as soon as possible and in the correct format? I'll await your reply.
