The player from Germany was accused of playing a restricted game. The casino confiscated her winnings and refunded the deposit. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Wunderwins Casino - Player's winnings were confiscated.
Black points: 98
Amount: €1,900
Wunderwins Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
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
9 months ago
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2 years ago
Translation
I registered with Wunderwins and made 3 deposits there at the beginning and jwrisl received a bonus. After the 3 deposit I played the game Razorshark and won 1900 after being asked to legitimize myself by kyc I wanted to have the money paid out. 24 later I got an email and I was told that I was allegedly violating the bonus conditions by playing a forbidden game and the casino canceled and withheld my entire winnings and credited me with 20 euros each
Automatic translation:
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2 years ago
Dear Skbo67,
Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please forward me a link to the bonus you activated? Do I understand correctly that Razorshark was the game that caused these issues?
Additionally, please, forward any relevant communication between you and the casino to kristina.s@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,
Kristina
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2 years ago
Translation
Unfortunately, I only found the link on the site where every new player receives this bonus. If that is enough for you, I would be happy
https://wunderwins.com/promotions/wonderful-welcome-bonus
The casino has not yet responded or commented on my inquiries
Greetings Silke K***
Edited by a Casino Guru admin
Automatic translation:
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2 years ago
Thank you very much Skbo67 for your reply. 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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2 years ago
Hi Skbo67,
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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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’ which may negatively affect its rating.
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2 years ago
Translation
Many Thanks
I hope there will be a good solution. Unfortunately I haven't heard anything from the said casino myself
Automatic translation:
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2 years ago
Hi Skbo67,
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
