The player from Germany had deposited €50 at Wunderwins, claimed a welcome bonus, and met the €2500 wagering requirement to withdraw €650. However, the casino had canceled the withdrawal, claiming a violation of terms due to exceeding the bonus bet limit, despite the player stating that they had only bought bonus spins within the rules. The player sought clarification on whether they had actually breached any rules. The issue remained unresolved as the player did not respond to the Complaints Team's inquiries, leading to the rejection of the complaint.
Wunderwins Casino - Player's withdrawal request is denied for alleged rules violation.
Amount: €650
Wunderwins Casino
Safety Index:Below averageSafety Index
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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
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello, I deposited €50 at Wunderwins and claimed the second welcome bonus, which is 200%. I played a lot and won around €600. To be able to withdraw, I needed to wager €2500. So, I kept playing, lost almost everything, but then won over €700. I completed the €2500 wagering requirement and requested a withdrawal of €650.
All my documents were already verified.
The next day, the casino canceled the withdrawal, and I received the following email:
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Hello,
We are writing to you regarding your withdrawal request of €650.00.
Unfortunately, we had to decline your withdrawal request due to a violation of our Terms and Conditions.
The winnings were obtained by placing bonus bets that were above the promotion limit. By placing bets over the limit during the bonus rollover, you breached the action's terms and conditions, which is why your withdrawal request has been declined and the winnings declared invalid. Attached, you will find a copy of the Terms and Conditions for reference, including the section that was violated (maximum bonus bet).
"1.11. You may not place any bets that exceed the maximum bonus bet size when using bonus money. The maximum bonus bet size is 5 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless it is stated differently in the specific terms and conditions tailored to each bonus campaign. Please note that it is your responsibility to ensure that you are aware of the maximum bonus bet size. For cases where bets are deemed to have exceeded the maximum bonus bet size, an account may be reviewed, and the bonus funds confiscated in the process."
Your initial deposit of €50.00 has been credited back to your cash balance.
Sincerely,
Payment Cashier
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However, I never placed a bet of even €1 per spin. Instead, I bought multiple bonus spins. For games where bonus spins can't be bought with bonus money, there's always an indication, a popup with the information, or the bonus spins button isn't clickable. I bought bonus spins for €10, €20, €25, and €40.
The casino refuses to pay out the €650 and canceled the withdrawal.
Did I actually breach any rules, or do they just not want to pay?
I hope someone can help me with this.
Automatic translation:
Public
Public
2 months ago
Hello xShadesmanx,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wunederwins Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you already receive your deposit back from the casino?
- When was the last time you spoke to the casino and what was it about?
Please note that bonus buys counts as bets too so if you did buy over the maximum allowed limit, the casino has right to confiscate your winnings.
Looking forward to your answer.
Regards,
Nick
