Wunderwins Casino - O pedido de retirada do jogador é negado por suposta violação de regras.

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.

Hallo, ich habe bei Wunderwins 50 € eingezahlt und den zweiten Willkommens Bonus genommen, 200% und habe viel gespielt und ca. 600 € gewonnen. Um Auszahlen zu können musste ich 2500 € umsetzen. Also habe ich weiter gespielt, fast alles verloren und dann doch über 700 € gewonnen. Die 2500 € habe ich dann umgesetzt und habe mir 650 € auszahlen lassen.

Alle Dokumente hatte ich bereits verifiziert.

Am nächsten Tag wurde die Auszahlung vom Kasino abgebrochen und ich habe folgende Email erhalten:

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Hallo,

Wir schreiben Ihnen bezüglich Ihres Auszahlungsantrags in Höhe von 650,00 €.

Leider mussten wir Ihren Auszahlungsantrag aufgrund eines Verstoßes gegen unsere Allgemeinen Geschäftsbedingungen ablehnen.

Gewinne wurden durch das Platzieren von Bonuswetten erzielt, die über dem Aktionslimit lagen. Durch das Platzieren von Wetten über dem Limit während des Bonus-Rollovers haben Sie gegen die Allgemeinen Geschäftsbedingungen der Aktion verstoßen, weshalb Ihr Auszahlungsantrag abgelehnt und die erzielten Gewinne für ungültig erklärt wurden. Im Anhang finden Sie eine Kopie der Allgemeinen Geschäftsbedingungen als Referenz sowie den Teil, gegen den verstoßen wurde (maximaler Bonuseinsatz).

"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."

Ihre erste Einzahlung in Höhe von 50,00 € wurde Ihrem Barguthaben gutgeschrieben.

Aufrichtig,

Zahlungskassierer

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Dabei habe ich nicht mal 1 € pro Spin gemacht. Ich habe aber mehrere Bonusspins gekauft. Bei den Spielen wo man die Bonusspins nicht mit Bonusgeld kaufen kann, steht das immer dort, oder kommt ein popup mit der Information, oder der Button mit Bonusspins ist nicht anklickbar. Bonusspins habe ich für 10, 20, 25 und 40 € gekauft.

Das Kasino will die 650 € nicht auszahlen und haben auch die Auszahlung abgebrochen.

Habe ich da gegen etwas verstoßen oder wollen die einfach nicht bezahlen?

Hoffe mir kann da jemand helfen.

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

Dear Shadesman,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.