The player from Germany has been blocked without further explanation. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Wunderwins Casino - Player's account has been blocked.
Black points: 436
Amount: €5,500
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.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hello,
I'm so stumped as to what else I can do. I always get the same answers from support.
2 weeks ago I earned around €6500 in credit and requested a payout
1x 4750€
1x 750€
and I still had about €1200 credit.
Shortly thereafter, I also received the request for documents for bank account, address and myself from KYC and uploaded them within a few minutes. Then later that evening I got the message "Login Account permabanned" and couldn't log in anymore. Support says because the documents weren't submitted within 30 days, which is bullshit as I uploaded all the documents a few minutes after receiving the email. This can also be verified with the confirmation emails.
The next day an email came from KYC with "cashimashi" as sender - this is another casino also operated by Gammix. There they demanded documents from deposits from 2021 to the cashimashi casino from a bank account that was canceled long ago, which means I no longer have access there. However, to avoid problems, I uploaded a final account statement that says "Account closed". I also uploaded a payslip as "Source of wealth". This has now been rejected several times.
I don't understand why I have to verify a bank account that was not used in connection with Wunderwins. I've been self-banned at Cashimashi Casino for a long time and the account I used at the time no longer exists. The account used for Wunderwins was in January 2023 and is a completely new bank account.
Does anyone have any ideas what else I can do here?
Automatic translation:
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1 year ago
Dear schnacks,
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. Do I understand correctly that you received a confirmation email that you submitted your documents? Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents in the correct format?
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,
Kristina
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1 year ago
Translation
Yes, I received a confirmation email for everything I uploaded.
I uploaded proof of address, bank statement, payslip and pictures of my ID just minutes after I received the email requesting these documents.
The last time I tried to submit documents was today.
The biggest problem is that "cashimashi" is trying to verify an account from 2021, which has been canceled for a long time and has not been used in any connection with Wunderwins. I used a new account in 2023.
Automatic translation:
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1 year ago
Thank you very much for your reply, schnacks. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
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1 year ago
Thank you very much, schnacks, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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1 year ago
Hello schnacks,
I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Just to let you know Wunderwins Casino has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.
We would like to invite Wunderwins Casino to join the conversation.
Dear Wunderwins Casino,
Can you please provide some information regarding the player's blocked account? Why are you requesting to verify a bank account from nearly 2 years ago that has been closed a long time ago?
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1 year ago
We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
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1 year ago
Dear schnacks,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact EADR Ltd – an alternative dispute resolution service (EADR Form - EADR - Reliable and fair out-of-court settlements), and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (Online Gaming Support - Malta Gaming Authority (mga.org.mt). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Michal
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