The player from Germany faced a delayed withdrawal of €5,000. Despite being assured that the money would be transferred within 48 hours, almost a week had passed, and the player received varying responses each time they inquired. We requested further information from the player and extended the response time by 7 days. However, due to the lack of response from the player, the complaint was rejected, and no further investigation was conducted.
Wunderwins Casino - Player's withdrawal has been delayed.
Amount: €5,000
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.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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2 months ago
Translation
Hello everyone,
I'm having a problem with a withdrawal (€5000). I was assured in the chat that the money would be transferred within 48 hours, but it has now been almost a week and I still haven't received anything.
When I inquire about it, I get different responses each time. Sometimes they say my account is being checked, other times they say the withdrawal is being processed, and occasionally they claim the money has already been sent. How should I proceed now?
Best regards,
Automatic translation:
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2 months ago
Dear DominicBerlin,
Thank you very much for submitting your complaint. I’m 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. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.
Nevertheless, I’d like to emphasize that we received many complaints about delayed withdrawals from Wunderwins Casino. Regardless of many submitted cases, the casino decided to have a No Reaction Policy approach to all our attempts to negotiate any kind of issues.
I can only imagine how frustrating it must be waiting for your money and not having any feedback about when you’ll receive it and I also genuinely hope that your winnings will be sent to you eventually.
- Could you please forward a screenshot of your withdrawal request to petronela.k@casino.guru?
Thank you in advance for your cooperation and reply.
Best regards,
Petronela
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2 months ago
Dear DominicBerlin,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
