Wunderwins Casino - Player's winnings confiscated and account closed.

I won this in late may and have been on live chat many times since then asking why my pending withdrawal is still pending after I've been verified and they kept saying they'd send and email which they never did. I abruptly got an email today saying my account was being closed and only my deposit being returned

"Hello,

I am writing to inform you that after an internal investigation, management has decided to close your account.

As per our bonus terms and condition:

1.23. We reserve the right to audit your gameplay/transaction logs. You hereby consent in advance for us to do so. If, after an audit, it transpires that you participated, or attempted to participate, in a manipulative game strategy to take advantage from the bonus being rewarded to you from the casino, we hold the right to deny, withhold, revoke or withdraw your entitlement to any promotion, winnings or bonus, or terminate your association with our website and/or block your account. In such circumstances, we shall be under no obligation to refund any funds that may be in your account other than your original deposit amounts.

We have declined your withdrawal, subtracted your balance, and refunded your deposit back to the same method.

Kind regards,

Payments Cashier"

I havent used any sort of manipulative game strategy i've just played the same slot over and over again as It's my favourite.

I don't feel like the above term applies to me and feel its unfair this win has been confiscated.

Dear mikechinta,

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. 

• Could you please advise how long were you a player of the casino and when exactly was your account blocked?
• Which bonus have you redeemed in the casino and which slot game have you played?

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

Since April 15th . Blocked on June 26th however my documents were approved on the 29th of may I think for this withdrawal.

I'm not sure, I think it was a 100% deposit match up to $200 and I think I played it on money cart or money cart 2 but I can't remember and I can't check onsite as my account is banned.

Thank you very much, mikechinta, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. However, I would like to warn you that it seems to be a common practice of Wunderwins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy", we keep on trying.

Appreciate the headsup and the transfer. Will temper my expectations... Atleast it wasnt a five figure win !

Hello there,

Thank you mikechinta for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wunderwins Casino for their help in resolving this complaint. We would like to know why was the player's account blocked and money confiscated.

Thank you in advance!

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.

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 the EADR – an alternative dispute resolution service (https://eadr.org/eadr-form/), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). 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 (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter