The player from Germany played forbidden games while wagering a bonus and the casino confiscated his winnings. We rejected the complaint because the player stopped responding.
Wunderwins Casino - Player is inquiring about his winnings from a bonus.
Amount: €1,000
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
1 year ago
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1 year ago
Translation
Good day everyone. I claimed the 200% bonus at Wunderwins Casino and paid out €1000 there after wagering the bonus. I have now read afterwards that there are forbidden games that I played. I know it otherwise so that you could not even open these games or it was not totally hidden in the terms and conditions. I am a loyal and long standing customer of Gammix Ltd.
My question, is there anything I can do to still get my winnings if they keep my winnings?
Automatic translation:
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1 year ago
Dear Flyingkey,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Could you advise if the casino already refused to pay you your winnings or are we talking about a hypothetical situation?
Please note that our complaint center is not the right place for us to discuss hypothetical situations. However, if this is something that happened to you we will try to assist you.
Thank you very much in advance for your reply and understanding.
Best regards,
Tomas
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1 year ago
Translation
Many thanks for the quick response. I just received a rejection of my winnings from the casino. Because I violated the terms and conditions. I've been playing at Gammix Ltd for a while and have never had any problems. How can you banned games, just let them open and hide them alphabetically somewhere in the terms and conditions. I find something like that not customer-friendly and rip off.
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1 year ago
Dear Flyingkey,
Could you specify which terms and conditions specifically you broke according to the casino? Was the bonus you received a part of the welcome bonus found here? https://wunderwins.com/promotions/wonderful-welcome-bonus
If it was a different bonus please let me know what terms and conditions were associated with that bonus.
I'll look forward to your reply.
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1 year ago
Translation
Yes, exactly. I've probably played banned games, but only know that these are always blocked, but there it is more than misleading and just an absolute fool.
Automatic translation:
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1 year ago
Dear Flyingkey,
Do you remember which games you played violated the casino terms and conditions? Could you please forward any relevant communication between you and the casino regarding the issue to tomas@casino.guru?
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