Wunderwins Casino - Выигрыш игрока был ограничен.

Hello,

I need your help to clarify a concern about the Casino Wunderwins, as a payout is wrongly withheld and a clarification with the casino is not possible because there is no reaction to a contact.

I registered with Wunderwins on September 24th, 2022 and also made deposits and played there on the same day. Fortunately, since things went well, I was able to withdraw €800, which I received without any problems.

Then on 09/28/2022 I made a deposit again and also got a deposit bonus for it. With that, I continued to play on the site and also observed the bonus terms and conditions so that no prohibited slot/game was played. Then, fortunately, I completely fulfilled the bonus conditions and on October 6th, 2022 I requested a payout of €560 and on October 10th, 2022 I received an email from Wunderwins that I allegedly violated their terms and conditions and abused the bonus (which also whatever that means) is said to have committed.

According to the mail, I should have unfinished rounds from 09/10/2022, which I should only have triggered after the bonus conditions were met. This did not happen at all, especially since I was only registered with Wunderwins on September 24th, 2022. How am I supposed to have open rounds from September 10th, 2022!?

All my winnings were retained, only my last deposit was credited to my account.

There is no response to any emails from me.

I hope you can help me.

regards

Thomas B******

Hallo,

ich benötige bitte Ihre Hilfe bei einer Klärung eines Anliegens über das Casino Wunderwins, da eine Auszahlung zu unrecht einbehalten wird und eine Klärung mit dem Casino nicht möglich ist, da keinerlei Reaktion auf eine Kontaktaufnahme erfolgt.

Ich habe mich am 24.09.2022 bei Wunderwins registriert und habe auch am gleichen Tag Einzahlungen getätigt und auch dort gespielt. Da es gut lief, konnte ich glücklicherweise 800 € auszahlen, welche ich auch problemlos erhalten habe.

Dann habe ich am 28.09.2022 erneut eine Einzahlung getätigt und auch einen Einzahlungsbonus dafür bekommen. Damit habe ich auf der Seite weiter gespielt und auch die Bonusbedingungen beachtet, sodass kein verbotener Slot/Spiel gespielt wurde. Dann habe ich glücklicherweise die Bonusbedingungen komplett erfüllt und habe am 06.10.2022 eine Auszahlung in Höhe von 560 € beantragt und am 10.10.2022 erhielt ich dann von Wunderwins eine Mail, dass ich angeblich gegen deren Geschäftsbedingungen verstoßen haben soll und einen Bonusmissbrauch (was auch immer das heißen mag) begangen haben soll.

Laut Mail, soll ich noch nicht beendete Runden vom 10.09.2022 haben, welche ich erst ausgelöst haben sollte, nach dem die Bonusbedingungen erfüllt waren. Dies ist ins keinster weise geschehen, vorallem da ich erst ab dem 24.09.2022 bei Wunderwins registriert bin. Wie soll ich dann vom 10.09.2022 noch offene Runden haben!?

Es wurden meine ganzen Gewinne einbehalten, lediglich meine letzte Einzahlung wurde mir auf dem Account gutgeschrieben.

Auf jegliche Mails meinerseits erfolgt keine Reaktion .

Ich hoffe Sie können mir helfen.

Freundliche Grüße

Thomas B******

Hello Tommy8555,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wunderwins 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 is yes, since when exactly? Did you use any bonus with your first deposit as well? Did you already finish the wagering requirements for the bonus? Didn't the casino mean unfinished round from October the 9th? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi Nick, Thanks for taking my problem on.

A verification has not yet taken place because the casino has not yet requested this.

When I made my first deposit at this casino, I also used a bonus and also met the wagering requirements there.

Just like the last used bonus. There, too, the sales conditions were met, so that I only applied for a payout afterwards.

The email from the casino says I should have unfinished rounds from 09/10/2022. Is there any way I can send or forward this email to you?

There you can also see my emails that I wrote to the casino, but unfortunately received no reaction or reply.

After that, there has been no real contact with the casino so far.

If you need any further information, please feel free to get in touch.

Many thanks for the help

regards

Thomas B******

Hi Nick, vielen Dank für die Annahme meines Problems.

Eine Verifizierung ist bisher noch nicht erfolgt, weil seitens des Casinos dies noch nicht eingefordert wurde.

Bei der ersten Einzahlung bei diesem Casino habe ich ebenfalls einen Bonus verwendet und dort auch die Umsatzbedingungen erfüllt.

Genau wie der letzte genutzte Bonus. Auch dort wurden die Umsatzbedingungen erfüllt, so dass ich danach erst eine Auszahlung beantragt habe.

In der Mail vom Casino steht, dass ich unvollendete Runden vom 10.09.2022 haben soll. Kann ich ihnen diese Mail irgendwie zusenden oder weiterleiten?

Dort sehen sie auch, meine Mails die ich an das Casino geschrieben habe, aber leider keine Reaktion oder Rückantwort erhalten habe.

Danach erfolgte bisher kein richtiger Kontakt mit dem Casino.

Wenn Sie weitere Infos benötigen, können sie sich gern melden.

Vielen Dank für die Hilfe

Freundliche Grüße

Thomas B******

Please forward all the evidences you have to nikolas.b@casino.guru.

Hi, I have just forwarded all the proofs via email.

Many Thanks

regards

Thomas

Hi, ich habe soeben alle Nachweise per Mail weitergeleitet.

Vielen Dank

Freundliche Grüße

Thomas

Thank you Tommy for the information provided. As long as you really did delay the rounds, the casino had right to void your winnings. We will however require more information to find out if you really did that so I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Nick, thanks for the feedback.

But I haven't done anything like that and I don't know how you could delay rounds in an online casino.

Because of such a statement, I feel that I was treated unfairly by the casino and that is exactly why I contacted you.

Many thanks for your help

regards

Thomas

Hallo Nick, danke für die Rückmeldung.

So etwas habe ich aber nicht getan und wüsste auch nicht, wie man in einem online Casino Runden verzögern könnte.

Aufgrund solcher Aussage fühle ich mich ja vom Casino zu unrecht behandelt und habe mich genau deswegen an Sie gewandt.

Vielen Dank für ihre Hilfe

Freundliche Grüße

Thomas

Hello Tommy8555,

I am sorry to hear about your troubles.

Hard to say what happened and why the casino believes that you have unfinished rounds from when you were not registered yet.

I would like to invite the casino representative into the case to clarify what happened.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (matej@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Matej

Please confirm if you have submitted the complaint to the MGA.

Hi, very unfortunate that it could not be clarified. Nevertheless thanks for the help. I'll do it then.

Best regards

Thomas

Hi, sehr schade, dass es nicht geklärt werden konnte. Trotzdem vielen Dank für die Hilfe. Ich werde es dann machen.

Beste Grüße

Thomas

Hello Tommy8555,

I am sorry, but I can close the complaint with the status: waiting for the regulator's decision only after you confirm that you have already submitted the complaint. (it is important because then we have precise info about how long the regulator has been working on your case, and we can reopen the case when it is necessary)

So please, write to me here when you submit the complaint to the regulator, and I will proceed.

Dear Tommy8555,

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.

Hello, have you had any experience with this complaints procedure and can one count on a successful procedure there?

Best regards

Hallo, haben Sie denn mit diesem Beschwerdeverfahren eine Erfahrung gemacht und kann man dort mit einem erfolgreichen Verfahren rechnen ?

Beste Grüße

Dear Tommy8555,

Yes, with the MGA, you have a great chance that the casino will pay you if you are right.

I would strongly recommend submitting your complaint to MGA. It is free, and what can you lose?

Dear Tommy8555,

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.

Hello happy New Year.

Thanks again for your efforts, but I will not be filing a complaint about MGA. Unfortunately, you can then close this case.

Best regards

Hallo, frohes neues jahr.

Nochmal vielen Dank für die Bemühungen, aber ich werde keine Beschwerde über MGA einreichen. Sie können diesen Fall dann leider abschließen.

Beste Grüße

Dear Tommy8555,

I am very sad that you decided not to contact the regulator. MGA can really help you, but of course, it is all up to you. I am closing the complaint as you wish. However, I must reject the complaint because you don't want to contact the regulator.

You can reopen this complaint anytime.