The player from Germany requested a withdrawal two weeks prior to submitting this complaint. It has not been processed. The complaint has been closed as 'unresolved' because the casino failed to reply and cooperate in resolving the complaint. There was no progress even two weeks after the casino was notified about the player's complaint.
Wunderwins Casino - Player's withdrawal has been delayed.
Black points: 581
Amount: €9,000
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
1 year ago
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1 year ago
Translation
I started playing at this casino 4 weeks ago. I also used all 3 deposit bonuses. I lost everything on the first bonus. With the second bonus I was able to win and pay out the winnings directly. With the third bonus, I was able to win a larger sum again, but I've been waiting for my payout for 2 weeks. I did my KYC weeks ago and before that I was always able to pay out normally. I also didn't play any forbidden games or get into any debt with the third bonus. I find it strange why I have to wait so long for my withdrawal as I have already withdrawn there in the past. My emails are not answered and live chat isn't much help. That's why I need your help
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1 year ago
Dear leonbewerbung,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have made one successful withdrawal so far? Approximately how many days did it take to be processed?
Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?
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,
Kristina
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1 year ago
Translation
So there are 3 first deposit bonuses on wunderwins. I lost the first one. The second time I was able to wager the bonus and withdraw my money. The payout was in my account within a few days. After that I deposited again with the third bonus. There I was able to convert the bonus again and made a payout. However, this payment has now been taking longer than 14 days. My account is fully verified (address and ID, everything they asked for was verified). The casino is not responding to my emails. The payment has been in progress for 14 days
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1 year ago
Thank you for your reply, leonbewerbung. Could you please advise which payment method to withdraw your winnings have you opted for? Was it the same one you used before?
Additionally, if there has been any active communication between you and the casino in the meantime, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.
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1 year ago
Translation
I paid out via paysafe and bank which I had previously used for the payouts.
There has been no active communication with the casino as the casino has not responded to any of my emails.
Kind regards
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1 year ago
Thank you very much leonbewerbung for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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
Hello leonbewerbung
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.
We would like to invite Wunderwins Casino to join the conversation.
Dear Wunderwins Casino,
Can you please provide some information regarding the delay of the player's withdrawal?
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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’ which may negatively affect its rating.
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1 year ago
Dear leonbewerbung
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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