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Hello,

I deposited €20 at Casino Wunderwins a few days ago. I used a 100% wager-free bonus. This works in such a way that you first play with your real money until it is used up and then the bonus money starts, which you then have to use once. I played slots with real money that according to the bonus terms and conditions are not allowed to be played with a bonus. However, I didn't gamble my real money and therefore didn't get to play with the bonus. I then made some winnings with the real money and then wanted to withdraw €120 (out of €140, of which €20 was the bonus). During the attempt, €100 was then deleted except for my deposit because I violated the bonus conditions. However, it says that in the event of a violation, the bonus and any winnings resulting from the bonus will be deleted, which is actually not the case with me.

Hallo,

ich habe vor einigen Tagen 20€ bei dem Casino Wunderwins eingezahlt. Dabei habe ich einen 100% Wager-Free Bonus benutzt. Dieser funktioniert so, dass man zunächst mit seinem Echtgeld spielt, bis dieses verbraucht ist und danach das Bonus Geld anbricht, welches man dann 1 mal einsetzen muss. Ich habe mit dem Echtgeld Slots gespielt, die man laut Bonusbedingungen nicht mit einem Bonus spielen darf. Jedoch habe ich mein Echtgeld nicht verspielt und bin somit nicht bis zum Spielen mit Bonus gekommen. Ich habe dann mit dem Echtgeld einige Gewinne erzielt und wollte dann 120€ ( von 140€, wovon 20€ der Bonus waren) auszahlen. Bei dem Versuch wurden dann 100€ bis auf meine Einzahlung gelöscht, da ich gegen die Bonusbedingungen verstoßen habe. Dort steht aber, dass im Falle eines Verstoßes der Bonus und aus dem Bonus resultierende Gewinne gelöscht werden, was bei mir aber ja eigentlich nicht der Fall ist.

Dear JRn33,

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

Hello,

Unfortunately, I was never warned that I was not allowed to play a game or anything similar. I've used a bonus several times, but have never had any problems with anything like this before.

Many thanks in advance for your help.

Hallo,

ich wurde leider zu keinem Zeitpunkt gewarnt, dass ich ein Spiel nicht spielen dürfte oder ähnliches. Habe zwar schon mehrmals einen Bonus genutzt, hatte aber bisher noch nie Probleme mit so etwas.

Vielen Dank schon mal für die Hilfe.

Thank you very much, JRn33, 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. However, I would like to warn you that it seems to be a common practice of Wunderwins Casino to ignore us in our attempts to mediate any kind of issue. Regardless of several unresolved complaints marked "No Reaction Policy" we keep on trying.

Hi JRn33,

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.

Hi Peter,

all right and thank you in advance for your efforts.

Hallo Peter,

alles klar und vielen Dank schon mal für Ihre Bemühungen.

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.

Hi JRn33,

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