Wunderwins Casino - Player’s withdrawal has been delayed.

Been waiting since 2022/08/22 for my money I was verified and never took any bonus. Then the withdrawal was canceled and the account locked.

the reason was source of wealth yes then had deposit 300e.

sent everything and it was good then they wanted a source of wealth from 2021 which yes used at cashimashi and was approved there.

yes I have sent everything they ask for and done everything in my power contacted mga complains and EADR but no reaction from anyone.

get the same Mail where they just send a new link to leave docs.

need help kri we

Dear Filarc27p,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand that the requested information is necessary for the casino to make sure that your funds have been obtained legally and that you have enough funds to participate in the betting. AML (Anti-Money Laundering) Regulations for Gaming and Gambling Industry are usually set by the Licensing Authority and all the licensed casinos have to comply and follow these policies. It seems that the casino has a strict verification process, but it's not unusual.

That’s why we advise players to fully cooperate with casinos and provide all the required documents as soon as possible. 

Is there any relevant communication that you'd like to forward to petronela.k@casino.guru?

Looking forward to hearing from you.

Best regards,

Petronela

I have give them evrything and have got answers from the bank trustly and yoyo that they have send evrything they can . But they keep change the request al the time

Thank you, Filarc27p, for your reply. Could you please clarify what is your source of income?

They don't care, they are only interested in a casino win from 2021 02 15, 2 years before they existed. They have received my payslips and bank statements

They have all received paychecks I have received since I won. They have received bank statements from the entire period. They have asked for any number of documents. And I have given them all I can, but cannot give them anything I have not received. They just want win proof from a win 20210215 from Yo-Yo casino. Wunderwins only exist in 2022 but they have also got everything they want there but nothing helps. They just want more and more paper or documents. Don't really know what they want anymore.

But my source of income is salary

Thank you very much, Filarc27p, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear Filarc27p,

I am so sorry to hear your withdrawal hasn't reached you yet. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Wunderwins Casino representative to join this conversation and participate in resolving this complaint.

Dear Wunderwins Casino,

Could you please state why the player's withdrawal has not yet been paid out and when he can expect the payment?

Thank you in advance for providing the information.

Kind regards,

Stefan

Thank you Stefan and everyone involved

Not a sound from anyone on wunderwins yet

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.

Dear Filarc27p,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

The casino can reopen this complaint anytime and you will be notified about it by email.

In the meantime, I recommend that you contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It is a good licensing authority and has better options and tools to help players. Please let me know if you need any further help with submitting a complaint to MGA (stefan.m@casino.guru).

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

Kindest regards,

Stefan