HomeComplaintsWunderwins Casino - Player’s withdrawal has been delayed.

Wunderwins Casino - Player’s withdrawal has been delayed.

Black points: 40

Amount: €190

Wunderwins Casino
Safety Index:Below average
Submitted: 10 Mar 2023 | Unresolved : 07 Jun 2023
Unresolved Our verdict

No reaction policy, good regulator

UNRESOLVED

Case summary

1 year ago

The player from Germany has requested a withdrawal three weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet.

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1 year ago
Translation

Hello,

I've been waiting for my payout from the casino since February 18th, 2023.

It just doesn't get done.


When I ask, I only get a standard answer:


"Referring to your email, we apologize for the delay in processing your withdrawal request. We are currently experiencing high demand for withdrawals and this is affecting processing time. We are doing our best to process your request as quickly as possible edit."


My account there is fully verified and in the past withdrawals have always worked.



Hope you can help me here.

VG

Automatic translation:
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1 year ago

Dear MarcMa84,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

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1 year ago
Translation

Exactly the payout is still pending without anything happening.

In the past it was the case that payments came within a maximum of 48 hours.


However, with almost 4 weeks I just find it cheeky and I don't understand what takes so long.


VG


Automatic translation:
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1 year ago

Thank you very much, MarcMa84, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.

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1 year ago

Hello there,

Thank you MarcMa84 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 is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

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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

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 Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support) and submit a complaint to them. The Malta Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter

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