Wunderwins Casino - La cuenta del jugador ha sido cerrada y los fondos confiscados.

I deposited a total of €300 (10 deposits of €30 each), which I can fully prove with my bank statements.

After playing, my withdrawal of €580 was rejected, and my winnings were declared invalid due to alleged violations of the terms and conditions. However, I was never given a specific reason as to which rule I was supposed to have violated.

The casino subsequently informed me that my account balance had been adjusted to €30 and that this amount was available for withdrawal. However, I actually deposited a total of €300, not just €30, which is clearly documented by my bank statements.

Furthermore, my account was closed, so I no longer have access and cannot make any withdrawals. Therefore, I have effectively received no money at all.

I contacted support multiple times. Initially, I was told that €30 was available. Later, they argued that deposits couldn't be refunded because they had been used for gameplay. My case was then forwarded for review again, but even after more than a week, I still haven't received a resolution.

These statements are contradictory and incomprehensible.

I am explicitly not demanding payment of my winnings. My sole aim is the reimbursement of my own deposits totaling €300, which have not yet been refunded to me in any form.

In my view, it is not justified to withhold both the profits and my deposits in full, without granting me access to the allegedly existing remaining balance.

I therefore request a full refund of my deposits amounting to €300.

Unfortunately, I can only upload 5 attachments at a time. Please let me know how I can send the rest of the evidence (remaining chat history, bank statements, etc.).

Furthermore, I unfortunately cannot remember my username exactly, as I was only registered on the site for a very short time (one session) and I am not sure which username I entered.

Thank you in advance for your help.

Ich habe insgesamt 300 € eingezahlt (10 Einzahlungen à 30 €), was ich durch meine Kontoauszüge vollständig nachweisen kann.

Nach dem Spielen wurde meine Auszahlung in Höhe von 580 € abgelehnt und meine Gewinne wurden aufgrund angeblicher Verstöße gegen die AGB für ungültig erklärt. Eine konkrete Begründung, welche Regel ich verletzt haben soll, wurde mir jedoch zu keinem Zeitpunkt genannt.

Das Casino teilte mir anschließend mit, dass mein Kontostand auf 30 € angepasst wurde und dieser Betrag zur Auszahlung zur Verfügung steht. Tatsächlich habe ich jedoch insgesamt 300 € eingezahlt, nicht nur 30 €, was eindeutig durch meine Kontoauszüge belegt ist.

Darüber hinaus wurde mein Konto geschlossen, sodass ich keinen Zugriff mehr habe und keine Auszahlung vornehmen kann. Somit habe ich faktisch keinerlei Geld erhalten.

Ich habe den Support mehrfach kontaktiert. Zunächst wurde mir mitgeteilt, dass 30 € verfügbar seien. Später wurde argumentiert, dass Einzahlungen nicht zurückerstattet werden könnten, da sie für das Spiel verwendet wurden. Anschließend wurde mein Fall erneut zur Prüfung weitergeleitet, jedoch habe ich auch nach über einer Woche keine Lösung erhalten.

Diese Aussagen sind widersprüchlich und nicht nachvollziehbar.

Ich fordere ausdrücklich nicht die Auszahlung meiner Gewinne. Mir geht es ausschließlich um die Rückerstattung meiner eigenen Einzahlungen in Höhe von insgesamt 300 €, die mir bisher in keiner Form zurückgezahlt wurden.

Aus meiner Sicht ist es nicht gerechtfertigt, sowohl die Gewinne einzubehalten als auch meine Einzahlungen vollständig einzubehalten, ohne mir Zugriff auf das angeblich vorhandene Restguthaben zu gewähren.

Ich bitte daher um vollständige Rückerstattung meiner Einzahlungen in Höhe von 300 €.

Leider kann ich hier nur 5 Anhänge gleichzeitig hochladen. Teilen Sie mir gerne mit wie ich den Rest der Beweise zukommen lassen kann ( restlicher Chat Verlauf, Kontoauszüge etc.)

Des Weiteren kann ich mich leider nicht mehr genau an meinen Benutzernamen erinnern, da ich nur sehr kurz auf der Seite registriert war ( eine Session) und mir nicht sicher bin welchen Nutzernamen ich angegeben habe.

Ich bedanke mich im voraus für Ihre Hilfe.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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 advise how long you were a player at the casino and when exactly your account was blocked?
• Do I understand correctly that you deposited all 10 deposits before you started playing?
• Have you participated in any bonuses or promotions?
• Did the casino cite any rules that might have been broken? Have you saved any relevant communication you might share with me in this regard?
• Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Dear Berry69,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Tomas
Casino.Guru

We’ve reopened this complaint at the request of Berry69. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Hello Tomas. I sent a detailed email containing all the requested evidence and answers to the email address you provided back on 7 April. I have attached a screenshot of part of my email as proof.

Kind regards

Thanks for your reply.

I apologize for overlooking your previous email earlier. I confirm I received it, and now I have gone over the information you provided.

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.

There are no longer any other avenues we can recommend for you to pursue the issue further since the casino doesn't appear to be licensed.

We strictly recommend staying away from Wunderwins Casino. I wish I could be of more help. The casino can reopen this complaint anytime.