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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.

Guten Tag,

ich habe am 31.10 einen Einzahlungsbonus 200 % erhalten,

ich habe die Umsatzbedingungen erfüllt und gut 3.000,00 € erspielt,

2.500,00 € habe ich ausgezahlt. die Verifikation habe ich soweit erfüllt und alle relevanten Unterlagen zugestellt, mein Status ist jetzt Verifiziert!

Die Auszahlung stand jetzt gut 10 Tage auf Status Bearbeitung, heute ist die Auszahlung nicht mehr zu sehen und mein Konto weist genau meinen Einzahlungsbetrag von 75,00 € aus.

Hier im Forum habe ich ähnliches gelesen und habe mir dann die sehr langen Bonusbedingungen durchgelesen und erst jetzt gelesen, dass es verbotene Spiele gibt, Slots wie auch LiveCasino games, beides habe ich gespielt, jedoch ohne zu wissen das ich diese nicht durfte. der Prozentsatz dürfte relativ gering sein, der größte Anteil des Gewinnes kommt aus nicht verbotenen Spielen.

Meine Frage: sehen Sie eine Möglichkeit mit dem Casino in Kontakt zu treten? Es dürfte doch auch nicht im Interesse des Casinos sein, mir die Auszahlung zu verwehren, denn dann spiele ich dort definitiv nicht weiter. Ich habe keine Email oder Benachrichtigung über den Vorgang erhalten.

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

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

Hallo,

an erster Stelle erstmal, vielen Dank für die schnelle Reaktion.

Bislang habe ich keine Information über die Stornierung meiner Auszahlung erhalten!

der Auszahlungsauftrag ist nicht mehr zu sehen und meinem Konto wurde der ursprüngliche Einzahlungsbetrag gutgeschrieben.

es erfolgte kein Hinweis auf verbotene Spiele, ich habe erst nach meiner Auszahlung die Bonusbedingungen studiert! Allerdings sind Sie öffentlich auf der Seite zugänglich.

wenn Sie weitere Informationen benötigen freue ich mich von ihnen zu lesen.

Mit freundlichen Grüßen

timmer06

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.  

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.

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.

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

Hallo,

ich vermute das es dabei bleibt, traurig finde ich, das ich keine E Mail oder ähnliches erhalten habe welches mich auf meinen Verstoß hinweist

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