Wunderwins Casino - O levantamento dos prémios dos jogadores está atrasado.

Beautiful good day,

I played with a bonus. I wagered it completely. I also paid attention to the limit, so I stayed within the limits. Now they're telling me they can't pay out, because I had one spin with €40 in between, and they simply deleted my entire balance.

Please help me🙏I can't upload the screenshots

Schönen Guten Tag,

ich hatte mit einen Bonus gespielt. Den komplett umgesetzt. Auch auf das Limit geachtet , das das im Rahmen bleibt. Jetzt sagen die mir . Die können das nicht auszahlen ich hätte ein Dreh mit 40€ dazwischen gehabt und haben mir einfach mein ganzes Guthaben gelöscht.

Bitte helfen sie mir🙏ich bekomme die Screenshots nicht hochgeladen

Dear Sina42283,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Sina42283, I checked the bonus T&Cs and I found this:

"1.11.    You may not place any bets that exceed the maximum bonus bet size while a bonus is active. The maximum bonus bet size is 5 EUR (or the equivalent in any other currency) per bet/spin or equivalent, unless otherwise stated in the specific terms and conditions of 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."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry-standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is dominika.l@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Hello Domenica,

I am right, I have everything by email

When Wunderwins sent me the error message about the limit, I didn't even have €2,700 yet. It's so mean that they can do something like that.

mfg

Hallo Domenica,

ich bin im Recht, ich habe alles per Email

geschrieben. Als Wunderwins mir den Fehler vom Limit geschickt hat, da hatte ich noch garnicht 2700€ . Das ist so gemein, das die sowas einfach machen können😡.

mfg

Dear Sina42283, to move forward, please contact the casino and request your game history in Excel format. This file will help us verify whether the maximum bet rule was actually violated.

Once you receive the file, please forward it to my email address: dominika.l@casino.guru.

Hi Domenica,

I requested it by email, but I don't think they'll send it; they have something to hide...

Kind regards, Sina

Hi Domenica,

ich habe es per Email angefordert, aber ich denke nicht, das sie es schicken, die haben ja auch was zu verheimlichen…

mfg Sina

Good evening, they're simply not responding to the requested Excel file. What should I do now? It's unacceptable that a casino can just do something like that...

Guten Abend, die geben einfach keine Antwort, auf die angeforderte Exel Datei, was soll ich jetzt machen. Das geht doch nicht das ein Casino einfach sowas machen darf….

Dear Sina42283, could you please forward me the email you sent to the casino in which you requested your game history? My email address is dominika.l@casino.guru.

Good evening,

the email comes from .

thank you very much for your efforts 🥰

Guten Abend,

die Email kommt von sina260381@web.de.

vielen Dank für die Bemühungen 🥰

Hello Domenica,

Casino Wunderwins says I played a prohibited game, but it wasn't clear in the bonus terms and conditions. And now what? The game was Recatoonz 2. Is it true that I'm not allowed to play it? Regards

Hallo Domenica,

das Casino Wunderwins sagt, ich habe ein verbotenes Spiel gespielt, aber in den Bonusbedingungen, war das nicht ersichtlich. Und jetzt? Das Spiel war Recatoonz 2. Stimmt das, das ich das nicht spielen dürfte? Mfg

Dear Sina42283, could you please forward me the communication you've had with the casino regarding the excluded game?

Hello,

I had sent the email

Hallo,

die Email hatte ich geschickt

Dear Sina42283, the casino stated that €2,000 was confiscated, but you mentioned a balance of €2,700. Could you please clarify this difference? Was €2,700 your total balance, or were only €2,000 affected by the confiscation?

Hello,

I had a total of €2,700 and twice €1,000 of that amount was paid out, the rest was in my player account. They deleted the €2,000 in payout and transferred the remaining balance to my casino account.

approximately 700€

Kind regards

Hallo,

ich hatte insgesamt 2700€ und zweimal von den Betrag 1000€ in Auszahlung der Rest war auf dem Spielerkonto, die haben mir die 2000€ in Auszahlung gelöscht und das restliche Guthaben auf das Casinokonto.

circa 700€

Mfg

I took a screenshot of everything. If you need anything, let me know.

Thank you for your effort🥰

Ich habe das alles per Screenshot festgehalten, wenn sie irgendwas brauchen, sagen sie Bescheid.

Vielen Dank für ihre Mühe🥰

Dear Sina42283,

Unfortunately, I would like to inform you that since this casino has 10+ cases closed as "No Reaction Policy" we are forced to close your complaint as "unresolved". This will affect the overall rating of the casino. I understand this isn't a satisfactory solution to your issue however, the decrease in rating caused by unresolved complaints could change the casino's approach.

Regrettably, it seems to be a common practice of Wunderwins Casino to ignore us completely in our attempts to mediate any kind of issue. Please check all our previous failed attempts to negotiate.

I recommend you submit a complaint to a regulator: https://casino.guru/submitting-complaints-to-regulators

https://casino.guru/licensing-authorities/kahnawake-license

I wish I could be of more help.

The casino can reopen this complaint anytime.