Wunderino Casino - El retiro del jugador ha sido cancelado.

Dear Ladies and Gentlemen,

Due to a deposit from a third-party paysafe account, wunderino has frozen our payout. The requested documents were all submitted by us. However, there is no feedback from Wunderino, we have already been waiting 2 months for our money. There is no response to our messages.

Sehr geehrte Damen und Herren,

aufgrund einer einzahlung von einem fremden paysafekonto hat wunderino unsere auszahlung eingefroren. Die angeforderten Dokumente wurden alle von unserer Seite eingereicht. Rückmeldung von Wunderino gibt es trotzdem nicht wir warten bereits 2 Monate auf unser Geld. Auf unsere nachrichten wird nicht reagiert.

Dear Rajeevan,

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/:

„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."

Furthermore, please check our Fair Gambling Codex for Players https://casino.guru/fair-gambling-codex-for-players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing or withdrawing funds using a joint card or this possibility is communicated beforehand.

If you’re not able to prove that you are a legitimate owner of the payment method and you haven’t received approval from the casino allowing you to use a third-party payment method, I’m afraid there’s not much we can do for you.

Thank you very much in advance for your reply and understanding.

Best regards,

Petronela 

Hi, everyone,

the requested documents from the third-party providers were all submitted later. However, we have not received any feedback on the processing of the case. Could you at least force a response because we do not receive a response to our emails? And what happens to the payout? Will we never get this?

greetings Rajeevan

hallo Zusammen,

die angeforderten Dokumente der Drittanbieter wurden alle nachgereicht. jedoch haben wir zu der bearbeitung des falles keine Rückmeldung erhalten. Könnten Sie zumindest eine Rückmeldung erzwingen da wir keine Antwort auf unsere Emails erhalten? Und was passiert mit der Auszahlung ? Kriegen wir diese Niemals?

gruss Rajeevan

Dear Rajeevan,

All the personal documents have been requested to check if you were a legitimate owner of the payment method. As soon as it was confirmed that you are not, the withdrawal was rejected.

Only the owner of the payment method could request a refund.

Dear Rajeevan,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, 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.