Wunderwins Casino - Player is unable to access account and recover deposit.

I discovered a new casino through Wunderwins's latex recommendations and consequently deposited 30€. Right after making my deposit through Trustly, the site redirected me back to the homepage, and I couldn't log back into the casino with my money. Actually, I couldn't log in at all at any stage but the money certainly left my account. I promptly contacted customer service, which didn't speak Finnish and responded somewhat reluctantly with unclear answers. They said it looked like they had automatically closed my account without reason upon my initial deposit - this apparently happens often. They promised that the issue would be resolved within 24 hours. I waited. A week passed without hearing anything, so I contacted them via email next. They just kept saying I had to wait for an answer from various quarters and that the issue would be resolved. It still hasn't been resolved; I can't log into my account and haven't gotten my money back, despite my concerted effort to contact them every day. They just keep telling me to contact them via email, even though I already did, and they don't respond there either. Wunderwins is a big scam!

Dear Jonka123,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise how long ago you registered your account and if you provided any personal documents for verification?
• Do I understand correctly that you never played any games and your funds were withheld right after depositing?

If there’s any relevant communication, please forward it to petronela.k@casino.guru. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Jonka123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I didn't play the game and the account was immediately locked. I deposited through trustly and I haven't had to provide any documents

Thank you, Jonka123, for the clarification. Could you please forward your payment receipt before we contact the casino directly?

Dear Jonka123,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.