The player from Germany had successfully verified their account twice on Wunderwins but could not upload documents for a third verification due to a faulty link. Their withdrawal request had been pending since July 10th. The Complaints Team informed that the casino had a history of ignoring mediation attempts, which led to the complaint being closed as unresolved. The player was advised to follow the casino's dispute procedure and consider contacting an alternative dispute resolution service or the gaming authority for further assistance.
Wunderwins Casino - Player’s document upload has failed.
Black points: 12
Amount: €50
Wunderwins Casino
Safety Index:Below averageSafety Index
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6.2
Wunderwins Casino has a Safety Index of 6.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
6 months ago
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6 months ago
Translation
Good day,
I have already successfully verified my account twice on Wunderwins.
Since July 10th, I have been trying in vain to upload my documents using the provided link, which unfortunately does not work.
I have already cleared cache, browser data, and cookies multiple times, tried several browsers across 4 different devices, but nothing works.
The live chat and email communication always return the same copy-paste AI responses.
I would like to submit my documents to receive my withdrawal, but it does not work.
Please help me.
Automatic translation:
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6 months ago
Dear hsvole,
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.
- Did you achieve your current balance with the help of a bonus?
- What kind of document did the casino request from you?
- Could you please share your recent attempt at resolving the issue with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here
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
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6 months ago
Translation
Good day,
I wanted to let you know that I have sent my answers to tomas@casino.guru sent.
Kind regards, hsvole
Automatic translation:
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6 months ago
Thaks for your reply.
Could you please share what the link looks like and what happens when you attempt to access it?
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6 months ago
Translation
Good day,
The link is a highlighted word in the verification email from wunderwins.
I am redirected to wunderwins and can start my verification.
Press on the ID card, upload it, it loads, is checked and accepted, then the same thing happens with the back, I upload the picture, it loads and error message 8008.
It would be nice if something happened, it's bottomless, I haven't seen any reaction yet. A real disgrace -.-
Insulted but still kind regards hsvole
Automatic translation:
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6 months ago
Dear hsvole,
Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.
Regrettably, it seems to be a common practice of Wunderwins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.
I recommend you follow the casino's dispute procedure found here: https://wunderwins.com/de/terms-and-conditions point 10.
I recommend you contact EADR Ltd – an alternative dispute resolution service (https://eadr.org/eadr-form/) and submit a complaint to them. If you are not successful, the next step would be to contact the gaming authority. Feel free to take advantage of a few resources we provide, mainly an article on how to proceed when submitting a complaint to a regulator: https://casino.guru/submitting-complaints-to-regulators
https://casino.guru/licensing-authorities/kahnawake-license
I wish I could be of more help.
The casino can reopen this complaint anytime.
