Wunderwins Casino - El retiro del jugador se retrasa debido a una disputa sobre un bono.

Hello. I have a problem.

I had a 500% bonus and 30 free spins for three days.

When I logged in and wanted to play the last 30 spins, I was given free spins without a deposit. I played these all the way down to 0 euros. Only then did I open the game with the free spins that came with a deposit. I won about three euros. Continued playing in a different game. Won 100 euros. Withdrew. Cancelled because the limit was 50 euros without a deposit. I explained it. Then I was able to make a 50 euro withdrawal. But I wanted the other 50 euros too. But then they said that the no deposit bonus was mixed with the bonus money from the deposit. But this can't be right because my balance was 0 euros. I'm arguing myself to the ground. They don't want to understand me. Sad. I'm attaching a screenshot as proof. They see the screenshot and still claim I mixed money from 2 bonuses. I find that pretty cheeky. But I probably won't be able to argue with it. It's only 50 euros, but it's still cheeky.

Maybe someone here knows about this?

Kind regards, Nadine

I'm not sure if I have a username there. Maybe Nadijana, but I'm not sure. I can't find anything there, just an email address.

Hallo. Ich habe ein Problem.

Ich hatte einen 500 % Prozent Bonus und drei Tage 30 free spins.

Als ich mich einlogge und die letzten 30 spins spielen wollte kam erst free spins ohne Einzahlung geschenkt. Diese spielte ich komplett auf 0 Euro runter . Erst dann öffnete ich das Spiel mit den free spins die mit einer Einzahlung waren. Ich gewann drei Euro ungefähr. Spielte in einem anderen Spiel weiter. Gewann 100 Euro . Zahlte aus. Stornierung weil Grenze 50 Euro ohne Einzahlung. Ich erklärte es . Dann konnte ich 50 Auszahlung machen. Aber ich wollte die anderen 50 Euro auch haben. Aber dann wurde gesagt der der Bonus ohne Einzahlung mit dem Bonus Geld mit der Einzahlung vermischte. Dies kann aber nicht sein weil mein Guthaben auf 0 Euro waren. Ich diskutiere mich in Grund und Boden. Sie wollen mich da nicht verstehen. Traurig. Ich füge Screenshot hinzu als Beweis . Die sehen den Screenshot und behaupten trotzdem habe Geld vermischt aus 2 Bonusen. finde das ziemlich unverschämt. Aber werde wohl dagegen nicht ankommen. Sind zwar nur 50 Euro aber es ist trotzdem frech.

Vllt kennt sich hier jemand damit aus?

Liebe Grüße Nadine

Ob ich da einen Nutzer Name habe weiß ich gar nicht genau vlt nadijana aber bin nicht sicher. Finde da nichts nur Email adresse

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wunderwins Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share a screenshot and the link to the bonus offers you accepted and played?
• When did you accept these bonuses?
• From the argument of casino support, you played with mixed funds. Were there any 2 bonuses active on your account, to your knowledge? Do I understand correctly that the balance from that period was lost anyway, and therefore doesn't affect your win achieved after the fact?
• Did the casino support explain their decision to apply a particular cashout limit to you?

Thank you very much in advance for your reply.

Best regards,

Tomas

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Dear Player,

Thanks for your replies and for sharing evidence.

At this point, we would ask the casino for its point of view regarding the situation.

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. We have sent numerous emails and tried to communicate with live chat representatives as well as with affiliate team members. Unfortunately, all efforts to resolve any kind of issue have died as the complaints grew in numbers. We strictly recommend staying away from Wunderwins Casino.

If you wish to pursue the issue further, I recommend you complete the casino's dispute procedure: https://wunderwins.com/de/terms-and-conditions

COMPLAINTS & DISPUTES

10.1. You may contact our customer service at [email protected] with any complaints regarding our services and follow the instructions on the website.

10.2. Complaints will be handled by the support team and escalated within the Starscream Ltd. Dispute Resolution Team. The player will be informed of the status of the complaint in a timely manner. We strive to resolve complaints submitted directly by the player within 7 business days at the latest.

10.3 . If you are not satisfied with the resolution of your complaint by Starscream Ltd, you may ultimately address the complaint to the Kahnawake Gaming Commission at [email protected]  , no less than seven (7) days and no more than six (6) months after the date the subject matter of the complaint first arose, without prejudice to any provisions in the terms and conditions of an authorized customer service provider. A complaint must be made in writing and contain clear and unambiguous information regarding the identity of the complainant, all relevant details leading to the complaint, and the steps taken to address the complaint with the authorized customer service provider.

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10.5. Starscream Ltd. undertakes to respond to complaints within 10 working days from the date on which the competent authority sent the notification.

If not successful, file a complaint with the casino's regulator:

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https://casino.guru/submitting-complaints-to-regulators

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I wish I could be of more help. The casino can reopen this complaint anytime.