The player from Germany was accused of breaking the T&Cs by playing a restricted games while completing the bonus wagering. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Wunderwins Casino - Player was accused of playing restricted games.
Black points: 118
Amount: €2,500
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
Unresolved
Our verdict
No reaction policy
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Good day,
I received a 200% deposit bonus on 10/31,
I have met the wagering requirements and earned a good €3,000.00,
I paid out €2,500.00. I have completed the verification and sent all relevant documents, my status is now verified!
The payout has now had the status processing for a good 10 days, today the payout is no longer visible and my account shows exactly the amount I paid in of €75.00.
I read something similar here in the forum and then read through the very long bonus conditions and only now read that there are forbidden games, slots as well as LiveCasino games, I played both, but without knowing that I wasn't allowed to play them. the percentage is likely to be relatively low, with most of the profit coming from non-banned games.
My question: do you see a way to get in touch with the casino? It shouldn't be in the interest of the casino to deny me the payout, because then I definitely won't play there anymore. I have not received an email or notification of the process.
Automatic translation:
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2 years ago
Dear timmer06,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus.
Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hello,
First of all, thank you for the quick response.
So far I have not received any information about the cancellation of my payout!
the withdrawal request is no longer visible and my account has been credited with the original deposit amount.
there was no indication of forbidden games, I only studied the bonus conditions after my payout! However, they are publicly available on the site.
if you need any further information I am happy to read from you.
Kind regards
timmer06
Automatic translation:
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2 years ago
Thank you very much, timmer06, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@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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2 years ago
Hi timmer06,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Wunderwins Casino to the conversation to participate in the resolution of this complaint.
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2 years 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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2 years ago
Translation
Hello,
I assume that it stays that way, I think it's sad that I didn't receive an e-mail or something similar which points out my violation
Automatic translation:
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2 years ago
Hi timmer06,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the EADR Ltd, an MGA-approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the EADR and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
