The player from Germany has requested withdrawals two weeks prior to submitting this complaint. Unfortunately, winnings haven’t been received yet. The player has received the payment.
Wunderwins Casino - Player’s withdrawals have been delayed.
Amount: €1,415
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
Translation
I've been waiting since 9/11. (over 2 weeks) on my payout.
The casino encountered an error after I started, which completely wiped out my balance.
Only after I proved this with screenshots was my credit restored.
The payment has still not been made.
The casino has already requested documents from me, which I have also uploaded. Documents about deposit methods were also requested, which I did not use at all at this casino.
Automatic translation:
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1 year ago
Dear Doedel14,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise if they were your first withdrawals in this casino? Have you accumulated your winnings with or without an active bonus?
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. Assuming that you have completed KYC verification successfully and had your withdrawals approved, I truly believe it’s only a matter of time before you’ll receive them.
Looking forward to hearing from you. Thank you in advance.
Best regards,
Petronela
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1 year ago
Translation
Hello Petronela,
it's about my first payouts on this casino. I used 2 of the 3 welcome bonuses.
I got my payout on September 11th. requested. I have uploaded the required document (KYC verification).
I no longer receive any feedback on my messages and emails to the casino.
The casino recently requested "Mifinity" documents, although I didn't use this payment method at all. I then uploaded these documents myself.
I always play at other casinos from this owner (Gammix Limited). For example Bluvegas, DBosses or Crazeplay.
Also because of the previously good rating of Wunderwins.com, I assumed that I would be treated fairly here. But that doesn't seem to be the case.
Shouldn't the reputation of this owner's other casinos suffer as well?
Many greetings
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1 year ago
Thank you very much, Doedel14, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hello Doedel14,
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 and participate in the resolution of this complaint.
Dear Wunderwins Casino,
Can you please provide an update on the status of the player's withdrawal?
Kind regards,
Tomas
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1 year ago
Translation
Hello,
I have news about payout. This has now been rejected on the grounds that I played "Folsom Prison". A forbidden slot:
However, I do have a screenshot proving that Folsom Prison was not a banned game when I played it.
The casino tries to cheat their players in many ways.
The license should be revoked immediately and the other casinos from "Gammix Limited" should also receive a significantly worse rating.
Automatic translation:
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1 year ago
Dear Doedel14,
Could you please provide us with that screenshot? It is possible to share the data directly here, with your reply, or by sending them to my email address (tomas.k@casino.guru).
Thank you.
Best wishes,
Tomas
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1 year ago
Dear Wunderwins Casino,
The player has provided evidence indicating that the game "Folsom Prison" wasn't restricted when he was playing it.
Could you please provide us with an explanation of the situation in more detail from your point of view? Do you have any evidence showing that the game was restricted at that time?
Thank you very much.
Best regards,
Tomas
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1 year ago
Translation
The win has been restored and the payout has since been made.
case can be closed
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1 year ago
Dear Doedel14,
I am really glad to hear that! As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for your cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.
Kind regards,
Tomas
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