The player from Germany had deposited 100 euros at Wunderwins and won 6,000 euros. After she had successfully verified her account and attempted to withdraw the maximum weekly amount, she received an email accusing her of using a VPN. The player denied using a VPN and confirmed that she had only accessed the casino through her personal devices. Despite our efforts to mediate, Wunderwins Casino did not respond to our inquiries. Consequently, we marked the complaint as 'unresolved', which negatively affected the casino's rating. We advised the player to contact EADR Ltd and the Malta Gaming Authority for further assistance.
Wunderwins Casino - Player's winnings have been confiscated due to alleged VPN use.
Black points: 226
Amount: €5,900
Wunderwins Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction policy, good regulator
UNRESOLVED
Case summary
7 months ago
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8 months ago
Translation
Hello, I deposited 100 euros and played with a bonus at the casino wunderwins.com and won 6000 euros. After that I implemented the bonus and wanted to pay out, I verified myself without any problems and went pretty quickly, then on 08/29/23 I wanted to have the maximum sum (PER WEEK) paid out of 5000 euros on September 1st I then had one I got an email that I apparently used VPN even though I didn't do it. It's also clearly in the general terms and conditions why should I do that. I also don't know anything about VPN. In any case, I've already played in a few casinos and stuff never had a problem. In any case, they said during investigations that it came out that I had used VPN or encryption where I didn't have it. I'm happy to send you everything available so that you have an overview. When I then asked the casino in the live chat they should show me (send the proof) that it was the case that I used VPN they didn't want to go into it any further. It would be nice if you could help me, that's a lot of money for me. Thank you in advance and LG. Cindy E**
Edited by a Casino Guru admin
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8 months ago
Dear Chefe1986,
Thank you very much for submitting your complaint. I’m very sorry to hear about your problem. We will contact the casino and ask for supporting evidence, but, before we do so, could you please confirm that you have never used a VPN (Virtual Private Network) to alter your location? Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules.
The problem with using the VPN is that you might be involuntarily connected to another IP address that is related to a different casino account in the same gambling establishment, hence, it seems as if you created multiple accounts from one IP address. Or, on the other hand, a player might be using a VPN to hide that they’re accessing casino’s website from a restricted jurisdiction.
If there's any relevant communication that you'd like to share with me, my email address is petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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7 months ago
Translation
Hello petronela, I definitely don't have a VPN on my laptop, I've never played with a VPN. I always log into the casino with my laptop or my cell phone, but both run through the same router. If you need any other information from me, please let me know
Best regards
Cindy E**
Edited by a Casino Guru admin
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7 months ago
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Hello Petronela wanted to let you know that the amount in dispute is still 5900 euros. The casino gave me my 100 euro deposit and paid it out
LG. Cindy
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7 months ago
Is there any relevant communication between you and the casino that you'd like to share before we contact the casino directly? Have you had any successful withdrawals in the past?
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7 months ago
Translation
Hello Petronela, there is currently no communication at all with the casino 0. On the same day that they told me that they weren't paying out the money, I contacted the live chat but to no avail. I told them that they should show me that I had one I used a VPN and I told them 4-5 times that I hadn't used a VPN and never before. But they didn't go into it any further and wanted to get rid of me. I had the feeling I couldn't even finish writing in the chat and I was kicked out of the chat. I only had a payout of 500 euros once, but it was also withheld because I played an illegal game in the bonus
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7 months ago
Thank you very much, Chefe1986, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. 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.
PS: I adjusted the disputed amount from €6,000 to €5,900.
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7 months ago
Hello Chefe1986,
I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Just to let you know Wunderwins Casino has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.
We would like to invite Wunderwins Casino to join the conversation.
Dear Wunderwins Casino,
Can you please provide information regarding the player's confiscated winnings? Please forward any evidence that supports your claim the player has used a VPN to me at michal.k@casino.guru
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7 months ago
Translation
Hello michal,
Thank you for wanting to help me.
I'm curious whether anyone will even get in touch.
LG. Cindy
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7 months 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’ which may negatively affect its rating.
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7 months ago
Dear Chefe1986,
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 EADR Ltd – an alternative dispute resolution service (EADR Form - EADR - Reliable and fair out-of-court settlements), and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (Online Gaming Support - Malta Gaming Authority (mga.org.mt). 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 (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Michal
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