Wunderwins Casino - Player is unable to access her account.

I won that amount and sent the requested documents. However, I couldn't log in and I'm not getting a clear answer on what happens to my winnings.

Dear memmuntoka,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wunderwins Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Could you please advise how long were you a player of the casino and when exactly lost access to your account?
• Did you receive any justification from the casino regarding the issue?
• What games did you play to accumulate your current balance in the casino? (slots, live games, multiplayer)
• Did you achieve your current balance with or without an active bonus? 

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

Best regards,

Tomas

I played last weekend 29-30.7. The email came on 30.7 at 15:14, sent by player protection. I couldn't get a reasonable reason. I played slots and with my own money.

Thanks for the clarification.

Could you please forward the email you received from the casino to my email at tomas@casino.guru ?

I'll await your message.

I put it off, but yesterday I actually got the money into my account.

Does that mean that you regained access to your casino account and all of your winnings are found on your casino account?

Do you require any further assistance or may we consider the issue resolved?

Please let me know.

I haven't tried to log in to that page, but I can try.

To prevent a misunderstanding, could you please confirm if your winnings were paid out to you?

May we consider the issue resolved?

Dear memmuntoka,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.