Wunderwins Casino - Player’s cashback bonus has been denied.

After registering, I have deposited over 1.000 EUR.

To be more precise, around 1.300 EUR.

Casino offers a cashback to the players, as many casinos nowadays do.

After I did not get any cashback bonus, I have contacted the support.

I was said several times that someone will contact me as soon as possible. No one ever did, more than 10 days have passed.

My last attempt to settle the topic by providing me a bonus of 150 EUR was rejected via chat.

I would like all players to know how is this casino handling players, even if I don’t get my promised bonus back.

Kind regards,

Mico T********

Dear tesanovic88,

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.

• Can you confirm whether there have been any successful withdrawals from this casino since you opened your account?
• Have you fulfilled all the necessary conditions to claim your cashback bonus?
• What tier or level have you reached as a player?

I have checked the cashback bonus rules and this is what I found (here):

Meanwhile, please understand, that we can’t penalize the casino for not giving you a bonus automatically.

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

Best regards,

Petronela

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Dear Petronela,

Thank you for getting in touch!

I did not withdraw ever. I register and made a bunch of deposit on that same day and lost all of that money.

I reached level 2 and did not play after that.

I believe I met all the conditions, but not sure if they have some which are different from all other casinos around the world.

The worst part is that I contacted them 5 times and always got an answer - your case is opened, someone will contact you.

That was last time like 12 days ago.

I did try to settle this by asking for any kind of bonus in return, but that was denied as well.

Thank you and kind regards!

Mico

Dear Petronela,

I just want to inform you, that I was contacted today finally by a support team of that casino.

I am attaching the E-Mail.

I honestly hoped that this was a joke.

but it seems like it is not.

Not sure if this is in accordance with any rules or policies.

But would mean, if you register, spend a million on gambling, you will get nothing from it, because your status was zero at the moment you registered.

I am not sure what to say more.

If nothing else possible, at least would be great if other players could be informed how bad this casino is.

Hi tesanovic88,

The explanation would be plausible if you attained a higher player's level after the expiration of the period used to calculate the cashback bonus.

• Have you remained an active player and received any cashback bonuses since achieving the 2nd level?

Thank you.

Hey Petronela,

no, I did not. After playing in that first week I was waiting for my cashback bonus on first Saturday.

Did not play anymore after I realized I got no bonus.

And I became level 2 during that first and only week of playing.

kind regards,

Mico

Hi tesanovic88,

I regret to inform you that if you did not maintain active status as a player, the casino system would have deemed you ineligible for any cashback bonus. While I empathize with your situation, it's important to note that cashback bonuses, like other bonuses, adhere to specific rules within each casino and are typically calculated automatically. The casino reserves the right to withhold promotional offers from players who have not met the necessary requirements. I understand this may not be the response you were hoping for, but unfortunately, we are unable to compel the casino to award you a cashback bonus if you did not fulfill the bonus criteria.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hello there,

thanks for your response!

Just to summarize it, if my summary is correct, you may close the case please.

So if the player registers and starts playing. Plays for a day, two or three and reaches a new level based on depositing. Now next day is Saturday, cash back bonus day.

This player looks and sees - no bonus received.

Player than goes and asks for explanation. Does not get one, only the info someone will contact him and explain.

Therefore, player does not deposit and does not play in the upcoming days, since promised bonus was not given and no explanation is still there.

Therefore is that player to be seen as inactive and not to be given a bonus that was supposed to be given on Saturday before?

I really do not understand the logic there.

But I for sure appreciate the time and effort you invested and thank you for that!

Best regards,

Mico

I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you very much for your understanding.