Wunderino Casino - El retiro del jugador ha sido cancelado.

Additional comments from the player:

"I had a friend pay me money and played up to 4000 and then wanted to have the verification done and then they come to me because I have paid in from another account blocked lg friederike"

Dear Friederike,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.wunderino.com/en/about/terms/#3-deposits-and-wagers:

„2.4 In order to perform any transaction the gaming operator may undertake any such verification checks as may be required by ourselves or by third parties (including, but not limited to, regulatory bodies) to confirm the legal ownership and the origin of the money implicated, the identity of the applicant and to comply with the existing anti money laundering provisions."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card. Would you be able to prove that you are a legitimate owner of the payment method? Does your friend have an account in the same casino too?

Technically it is very difficult to check who’s the owner of the payment method at the depositing stage. This can be checked only during the account verification, which is usually done when a withdrawal is requested. Therefore, it is a player’s responsibility to use allowed payment methods only.

Looking forward to hearing from you.

Best regards,

Petronela 

Dear Friederike,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.