WONDER CASINO - El jugador tiene dificultades para retirar sus ganancias.

Wonder Casino operator violated the Terms of Service.

The contents were "false reports" of withdrawal information, and even though the withdrawal had not been processed, various lies were repeated.

We have requested a response to the "false report," but the operator is now refusing to respond to our request.

Isn't it a violation of the Terms and Conditions for operators to not abide by their own Terms and Conditions?

We appreciate your support.

Dear newinspa2,

Thank you very much for submitting your complaint. I’m sorry to hear about your withdrawal problem. 

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

Could you please advise if your account has been fully verified? Have you been advised why you can’t withdraw your winnings? Is it an internal casino system issue, or it’s related to your account only?

When did you request a withdrawal from the casino? Is it still pending in your account?

Looking forward to hearing from you.

Best regards,

Tomas

Dear Mr. Thomas.

Thank you for contacting us.

This is not a prize withdrawal.

The operator has continued to engage in fraudulent activity as stated in the Terms and Conditions on numerous occasions.

The Terms and Conditions prohibit falsifying documents and cheating, and states "forfeiture of funds" if discovered.

Since the operator has repeatedly violated the terms of service, we are seeking forfeiture of the funds (offsetting and liquidating the amount received and disbursed).

We contacted the operator because the withdrawal we requested on 3/18 did not arrive for 2 days.

After that inquiry, the operator took the following actions

(1) Lied to me that he had confirmed the completion of the withdrawal process to my account, even though he had not confirmed anything.

(2) After learning that the funds had been refunded by the bank on the day of application, he further lied in order to conceal the lie in (1) above, reporting that "the bank contacted the settlement provider today, and the funds were returned today.

(3) After the lie in (2) above was discovered, in order to conceal the lie, on the one hand, he answered that he had heard from the settlement provider that the funds had been returned on the 18th, and on the other hand, he gave a contradictory answer, saying that he had not confirmed the date.

*The above evidence can be presented.

As stated above, they have continued to lie repeatedly and we are seeking action as stated in the Terms of Service.

Postscript.

The actions taken by the operator are "scam".

▪️18 day

Exploitation attempted because funds were returned.

▪️20 days

In response to inquiries, he lied, saying that he had confirmed the completion of the withdrawal process to the bank account.

▪️21 days

After repeated inquiries from me, they gave up on the exploitation and misrepresented the fraud by pretending that the money was refunded today.

On 3/21, I filed a complaint with the operator's compliance manager (Management Director), EM Group.

After waiting a month, we received the following response from the EM Group

▪️further assessment of the correctness of the documents is now internally assessed and discussed, but that is between the operator and us as a managing director. Hence any measures to be taken will between them and us as well.

Despite the fact that I received a false report, the parent company is also trying to rub out the "fraudulent acts" committed by the subsidiary by giving the above one-sided answer.

There is no way I can ever be convinced.

I would appreciate your support.

Could you please forward the evidence, chat transcripts, or emails between you and the casino to my email at tomas@casino.guru?

I'll await your message.

Dear Tomas Biscuit

Thank you for contacting us.

I have sent you the evidence by email.

▪️ the gist of your complaint

▪️Text of operator's email (translation and original)

▪️Original text of email (original forwarded)

Please take a moment to review this information.

Best regards

Thanks for your email.

Do I understand correctly your withdrawal of 12350 yen (excluding fees) was returned to your casino account?

Is there any withdrawable balance on your casino account? Are you able to request a new withdrawal?

Were there any funds lost as a result of the failed transaction?

Looking forward to hearing from you.

Dear Tomas Biscuit

Thank you for contacting us.

False reporting of payment information is a violation of our Terms of Service. It is not a matter of just getting your money back.

I am informing you of my complaint because the operator is still lying and running away unanswered.

We would appreciate it if you could confirm the details of your complaint once again.

Thank you for your understanding.

Dear Tomas Biscuit

Thank you for your support.

Yesterday I tried to log in to Wonder Casino and found that my account was "frozen".

I contacted EM Group and they replied that they had asked the gaming company to freeze my account.

I did not make any "request to EM Group to freeze my account," but EM Group made the request on its own.

I am really being treated unfairly.

I would appreciate your support.

Thanks for the update, but please note you didn't reply to my questions.

Before the casino froze your account, was there any casino balance on your casino account?

Was there any money lost as a result of the failed withdrawal?

Is the casino withholding any money on your frozen account or was any money confiscated by the casino?

If so how much?

Thanks in advance for your reply.

When the account was frozen, there should have been a few dollars left as a fraction.

The casino said that the amount I requested for withdrawal was refunded on the 21st, but I was playing at the time and am not sure if it was really refunded or not.

Thank you for the explanation.

We believe that the player is ultimately responsible for their account, their balance, and all bets taking place.

That means if the amount you requested for withdrawal was returned to your player account and was played by you and lost, we don't think you are eligible for a refund of these funds.

Also, we accept the situation where the casino closes the player's account as long as they don't withhold any balance on their account.

I would recommend you contact the casino and ask them if there is any money left in your casino account.

If you are unsure about the funds and if they were returned to your casino account or not, I would recommend requesting a transaction history of your casino account from casino support.

Please let me know about the result.

Dear newinspa2,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.