The player from Hesse played in the casino with a bonus. His winnings were cancelled for playing a restricted game. After closing the complaint, the player sent us an email stating that he received his winnings in full. The issue was resolved.
Wunderwins Casino - Player's winnings were confiscated.
Amount: €7,476
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
Very dear team,
I discovered the new Casino Wunderwins from Gammix Limited via your site.
I had claimed all welcome bonuses.
In my case of complaint it is about the 3rd welcome bonus.
I received an email today that I played the banned game Reactoonz while wagering the bonus.
I understand that casinos have different rules for wagering bonuses. After all, casinos give free money to play with. But I also see welcome bonuses for acquiring new customers.
I really enjoy playing in OC. I also have an account at Rantcasino, which is also operated by Gammix Limited. I have already turned over a few thousand euros there, have a relatively high loyalty level (10) and have never attracted negative attention.
Yesterday (08/22/2022) I deposited €200 at the Wunderwins Casino and got €600 as a bonus.
I wagered my money for hours and was very close (about 88%) to my goal of 25x wagering. When I wanted to continue playing after a break, I opened Slot Reactoonz to see if I got the promised free spins (which you get with the first welcome bonus). No free spins were displayed, so I simply spun 29 rounds of €2 in this slot.
With these 29 rounds of play at €2 each, my money account increased from €3899.64 to €5502.04 because I was able to make a good profit.
I then spent the rest of my spins before the bonus was wagered on another game.
Looking at picture 1 (attached), I still had about €1780 to wager out of the remaining €15000 after playing at Reactoonz. If you now add €68 (Reactoonz) to the remaining €1780, you get the number €1848. This amount was still necessary to clear the bonus before I played Reactoonz. If you now subtract the big win at Reactoonz of €1655 from the new money balance of €5497, I have €3842. So my account balance would be higher than I would have to wager.
The fact is that I still had to wager 1848€ (before Reactoonz). With picture 2 you can see that I had €3899 in my account (balance before I played Reactoonz). Assuming I hadn't played Reactoonz and all my subsequent rounds hadn't brought a single win, I think I'm entitled to at least €2051.
Today (08/23/2022) I continued playing with my real money from the bonus and ended up with a total of €7476 (Image 3). I also reached loyalty level 2 and made the bar about half full to 3. Based on the loyalty points/euro bill, I turned around another €4,000 with the real money today (image 4). These points are not awarded when playing with bonus money. I had big wins in two slots and a few smaller ones (pics 5+6).
As you can see, this is all a bit tricky.
I would also like to get rid of the following points or paraphrase them from the text above (more precise numbers are above instead of below):
- I am a loyal customer at Rantcasino and at Gammix.
- The first welcome bonus advertises that you get free spins in the game Reactoonz. I find it confusing to give free spins in a forbidden game for the welcome bonus.
- In the T&Cs, the banned games are not in alphabetical order, but in a jumbled order. Likewise, the two banned games Reactoonz 1 and Reactoonz 2 are not next to each other, but with line spacing.
- It is customer unfriendly not to block forbidden games while a bonus is active.
- Before I played the banned game, there were still around €1800 to be wagered. At that point I had about €4000 in my account.
- It is out of all proportion that 29 spins will throw away a payout of €7000. Mainly because by playing during the bonus and after the bonus around 20000€ were wagered. That's about 6666 spins at my average bet size of €3.
- I had already claimed the bonuses before the third welcome bonus without success. Apparently I only played allowed games. Why can't I get my money back here? In my opinion, general terms and conditions cannot only be observed unilaterally. By that I mean "You played banned games and made conversion = bad luck, you get your deposit back"; "You haven't played any banned games and failed conversion = bad luck, you'll get your deposit back".
Sorry for the long text. I hope I was able to make my point clear and hope for a solution that is in the interests of both parties.
Thank you Casino-Guru for your effort and opportunity to intervene as a 3rd person.
Regards
*Note: Unfortunately I was only able to upload 5 pictures. I didn't find picture 4 to be that important.
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1 year ago
Dear gamblejoe52,
Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.
If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.
Best regards,
Complaints Resolution Center
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1 year ago
Translation
apparently my text was not read. My money is not paid out because I played a forbidden game. However, the relation does not fit.
Before playing the forbidden game I still had €1848 to wager. However, I already had almost €4000 in my account balance. So regardless of the forbidden game, I would have made it.
Also, after ending my bonus, I managed to increase my account balance to over €7400.
Please read my text again and possibly change the subject.
Thanks!
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1 year ago
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Very dear team,
please close this complaint. It's not that I'm waiting for my payout, it's that my money was withheld.
I opened a new complaint.
Kind regards
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1 year ago
Thank you for your reply, gamblejoe52. I apologize for the misunderstanding. The first message was automatically generated based on the answers you provided while submitting this complaint.
So let's focus on the correct issue. Unfortunately, for some reason, I am not able to download any documents that you have attached to this complaint. Would you be so kind as to forward everything to me via email? My email address is kristina.s@casino.guru.
Lastly, I would like to kindly ask you to always submit only one complaint about each issue in the future. Thank you very much for your understanding
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1 year ago
Translation
Hello Kristina,
Thank you for your response. I'll send you the email right away.
Attached is a shorter summary of my problem and my perspective on things.
On August 22, 2022, the 3rd welcome bonus was claimed at the Wunderwins Casino with €200 and thus €600 was paid out as a bonus.
The banned slot Reactoonz was opened to see if the promised free spins (which are given with the first welcome bonus) are in place. No free spins were displayed, so 29 rounds of €2 each were spun in this slot.
Before the forbidden game was played, €1848 of the bonus had to be wagered. There was currently €3899.64 in the player account. Ergo there was more money available than could be implemented.
The ratio that 29 game rounds of €2 each in a forbidden game does not pay out a realistic payout (with no further winnings) of €2051 does not fit. It is paradoxical to consider €68 out of the €15000 to be wagered.
With the help of the forbidden game it was possible to reach an account balance of 5193€. Subtracting the biggest win of €1655 from the forbidden game, the account totals €3538 after the bonus ends.
After the successful implementation of the bonus, more slots were played and around €4000 was implemented (account reached loyalty level 2 and a half-full bar at level 3). This resulted in a final account balance of €7476.
- The punishment bears no relation to the facts of the case.
- There is a deception that free spins come with the welcome bonus but are forbidden in the context of the welcome bonus.
- Likewise, the prohibited games are not blocked by the operator.
- In addition, most of the 68 banned games are not sorted alphabetically.
- The terms and conditions and the rules for dealing with bonus money do not show a publication date. It is not clear when the T&Cs and bonus money rules were last changed.
There was email traffic between the operator and the customer, but the casino did not give in in any way.
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1 year ago
Thank you very much gamblejoe52 for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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1 year ago
Hi gamblejoe52,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Wunderwins Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
Translation
Hi Peter,
Thank you for your understanding regarding this case and for taking further steps.
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1 year 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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1 year ago
Hi gamblejoe52,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the EADR Ltd, an MGA approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the EADR and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
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1 year ago
We received the following message from the player:
"Hey Peter,
I can’t believe it, the casino has sent the whole money. Not just the money, which I have won, if I hadn’t played the restricted game, they have sent everything.
Just wanted to inform you.
Greetings "
Based on this message, we are changing the status of the complaint to "resolved". Thank you gamblejoe52 for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
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