The player from Germany is experiencing difficulties withdrawing his winnings due to ongoing verification. Since we have not received any response from the casino, we were forced to close this complaint as 'unresolved'.
Wunderwins Casino - Player’s struggling to complete the account verification.
Black points: 92
Amount: €675
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, good regulator
UNRESOLVED
Case summary
1 year ago
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2 years ago
Translation
Have started my payout and verification (KYC) as best as I could since the beginning of August (08/04/22).
ID card front and back, recent bank statement, and even though it wasn't from a credit card, they wanted to ask for it too. Back of the credit card, for whatever reason in all the correspondence, I also received requests and demands such as an account for a credit card that I no longer have. In other words, on my own research, it turned out that was the means of payment that I used for my very first deposit at Woopwin.!
(.there wasn't even wunderwins& many of their other casinos..!)
I was a little suspicious about it and then looked up a bit at all the connected casinos, yes, and ultimately the daily free spins that came from time to time confirmed the rest to me, just &SW!! ..
But I'm probably in the here and now.. the wumderwins still feels like it was in the Stone Age, because after the three welcome bonuses that I shot up and wasn't really satisfied or positively impressed by the casino, there was still a small ray of hope due to the last bonus. Bla bla bla finally I pulled the brakes at 675 € and started full diesel like at other casinos to pay out but that turned out to be harder and more disappointing than I thought! The wunderwins & its many sister casinos that are all under one roof, for example: Woopwin/VegaDreams/Locowins/Sugar/&BetOriginal/...& whatever they are called from the buffet. When I asked for a payout, I was suddenly blocked from all games. I can log into the account and look around but I can't even and that's probably ALLIN ABFACK the money out despite completely completely gambled away!! Let alone use my free spins as promised by Wunderwins, the next day CET 1:00 p.m. I was ultimately only able to use the first pack. The other two were completely blocked because of that, the same also with the sister casinos mentioned above, if you always get free spins, you know what I mean, I signed up, they didn't want to play anything, either a white screen or some error message. Now long story short ultimately I'm a bit desperate I don't know what to do anymore because what good is a lawyer if wherever you are sitting I'm asking you for any advice Tips and so on because it's only 675 € but for me and for many others I think it's a lot of money, especially in the current situation and so on. In this sense, stay supple and playful, not all your money, because the wankers are getting richer and richer in this sense!!
Looking forward to feedback thanks
PS should the grammar or phrasing be slightly unfair. I am and was quite excited and under stress now that I have written this report, so I ask for your understanding, but in essence you understand my problem!! 🫡🫡🫡
thanks
Automatic translation:
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2 years ago
Dear 1angeldust,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that you were blocked from playing any games due to unsuccessful account verification.
Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.
Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Yes, it now only seems to fail because of the documents or the action regarding the down payment method. Yesterday at some point in the afternoon the link came, but I was again asked for a credit card that I haven't had for ages or that I canceled and at the time, as I said, the card payment was made once and that was still there at woopwin nobody can think of wunderwins that's why it's funny I tried several times to reach the chat but until wait for employees wait for free employees wait for free employees wait for free employees and that until I don't fly off the line through with me half an hour to more like 1 hour waiting time and my goodness that can't be yesterday and the day before yesterday it was like that in the example I have from shortly before ten after work until you finish work. 11:00 p.m. yes, and then shortly after 11:00 p.m. the notice came. Sorry, our employees are not online, but tomorrow I sent them the documents to the left, which also exist or were actually used for the deposit and the only thing that came after that was the automated answer. Your documents have been received and our staff will process them as quickly as possible. Yes, it's really a sad thing. I guess it's not because of my mini profit for your eyes but that's exactly what it is
Automatic translation:
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2 years ago
Thank you very much, 1angeldust, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.
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2 years ago
Hello 1angeldust,
This is Tomas and from now on, I will be assisting you with this case. In order to help you resolve the problem, I will now contact the casino.
I'd like to invite Wunderwins Casino to join this conversation and participate in the investigation.
Can you please provide us with any reasons for the delay in the completion of the KYC procedure which causes the problem with the withdrawal request for the player?
Thank you.
Best wishes,
Tomas
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2 years ago
Translation
No, I followed the terms and conditions exactly and uploaded all the necessary and required documents
Automatic translation:
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2 years 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’.
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2 years ago
Dear 1angeldust,
Since we have not received any response from the casino regarding the issue, 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.
I wish I could be of more help. I sincerely hope you will not come across a problem like this again.
Kind regards,
Tomas
