Wunderwins Casino - Player’s deposits have never been credited to his casino account.

Started with a deposit, not much, NOK 1450 last saturday (now 11.sept). Never reached my gambling account, got told that within 72 hours it would be on my account or returned back to my bankaccount! Nothing has happened! Its shameless!! Trying to get in touch with livechat, which is NEVER live.. Via mail, a few answers, just the normal blah blah.. IF by any chance they turn around on this, new review will appear..

Dear NORGETROLL,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Could you please advise if it was your first deposit in this casino? Please forward your payment receipt to petronela.k@casino.guru.

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

Best regards,

Petronela 

I had several contacts with support, mostly ignored, and it feels like a lost struggle, to be honest. If this casino wants to check this out, all corrensponse is already in their system, in their mails...

As said, the "little man" has less to nothing regarding hopes of a solution. Never have I exp this before on an online casino, and I have played alot, on many casinos..

Im just out of energy thinking this can be solved, and frankly its pocketchange.. That said, this is not how it shd be.. I just dont know. Money was sent from my bankaccount, never credidet on my casinoaccount.. there we are.

My two deposits.. thought it was just one! Well well..

from WUnderwins transactions

I fully understand your frustration, NORGETROLL. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account or credited to your casino account. Therefore, I will set the timer for additional 14 days allowing to casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

I closed my account due to just being so fed up being ignored!! Lets hope the money enda up on my bankaccount

Hello NORGETROLL,

Have there been any developments since our last conversation, please? 

HI.. Nope, i have no expectations, to be honest. Kudos to You if this casino will answer you. 🙂

I fully understand your frustration, NORGETROLL. As I mentioned earlier, it may take some time for the funds to be located and refunded back to your bank account. Therefore, I will set the timer for additional 7 days allowing to the casino one full month to investigate, as it is not entirely in their hands, and if there’s no development by then, we will intervene. Nevertheless, I'm not quite sure if closing your account helped the situation. Let’s stay positive and wait for the good news regarding your deposited funds. Thank you in advance for your patience and understanding.

Dear NORGETROLL,

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.

Im here.. 🙂 But nothing new to tell u! Still havent heard any from this casino!

Thank you very much, NORGETROLL, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello NORGETROLL,

I will assist you with the complaint from now on. I went over the details of the case and I will do my best to help you. I would like to ask the representatives of Wunderwins Casino to join the conversation in order to help us resolve the issue.

Wunderwins Casino,

Could you comment on the situation with the transaction NORGETROLL tried to deposit on September 3rd?

Ye, lets see, as said.. Strange that it shall take so long time... Support said; After 72 hours, on account or returned to me.. Now its some 720 hours.. could have been a typo! 😛

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’.

I really dont think they care, tbh. I dont get replies on mails. This is clearly a lost case. Lets hope other players stay off this casino.

Now then.. So this casino really do not wanna resolve this?

Dear NORGETROLL,

I tried to contact the casino repeatedly but haven't received any reply. Since we haven't received any reply, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority https://www.mga.org.mt/support/online-gaming-support/ and submit a complaint to them. It is a good licensing authority and has better options and tools to help players.

Alternatively, you may want to contact the casino's alternative dispute Resolution service provider on their contact form found here: https://eadr.org/eadr-form/

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.