Wunderino Casino - Se ha pasado por alto el intento del jugador de cerrar su cuenta.

Hi there,

a few weeks ago you helped me at another casino. Maybe you can help me again ...

I wanted to be blocked at Wunderino over a year ago, unfortunately it did not work and I did not get an answer to my email, nor was my account blocked. So I was able to gamble away over € 6500 in the past few months without making a withdrawal.

I can still log in and now want to get my lost money back because my request to block my account was not answered.

Thank you for your help!

Hallo,

vor ein paar Wochen haben Sie mir bei einem anderen Casino geholfen. Vielleicht können sie mir erneut helfen....

ich habe mich vor über einem Jahr sperren lassen wollen bei Wunderino, leider hat das nicht funktioniert und ich habe weder eine Antwort auf meine Email bekommen, noch wurde mein Konto gesperrt. So konnte ich die vergangen Monate über 6500€ verspielen ohne eine Auszahlung zu tätigen.

ich kann mich noch immer einloggen und möchte nun mein verspieltes Geld zurück da auf meine Bitte um Sperrung nicht eingegangen wurde.

Ich danke für eure Hilfe!

Dear Mark,

Thank you very much for submitting your complaint and forwarding relevant screenshots. I’m sorry to hear about your problem. Before we’ll contact the casino and ask for their standpoint, could you please advise if you have sent more emails or requests for your account’s closure? If yes, please forward them to my email address petronela.k@casino.guru. Did you specify in those requests for how long you wish your account to be closed and why?

I have checked general terms and conditions on the website, and this is what I found https://www.wunderino.com/en/about/terms/#6-social-responsibility-and-self-protection:

„Self-Exclusion of the Player’s Account. A Self-Exclusion of the Player’s Account can have the following effective periods:

Six months ii One year iii. Five years iv. Permanently v. Indefinitely

An account that has been Self-Excluded for one of the above effective periods cannot be opened until the full effective period has elapsed, even if the Player wishes to do so. The Player is also able to Self-Exclude the Player's Account for an indefinite period of time. An account that has been Self-Excluded for an indefinite period of time can be reopened seven days after the Operator receives such a request.

The above Gaming Limitations are carried out by using the tools available in the Responsible Gambling section on the Site or by contacting Customer Service at the Site (Customer Service/Contact Us/Select Topic/Limits) or in writing. A requested Gaming Limitation will have effect immediately when using the tools in the player safety section or when a confirmation email from Customer Service is received by the Player."

Is this the email address that you have sent your email to?

hello@wunderino.com

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

Best regards,

Petronela

Hi there,

thank you for your detailed answer. Now I have seen (unfortunately too late, sorry) that an error has crept into the recipient and I have written .con and not .com.

I have sent the email again and am now waiting - thank you very much

Hallo,

danke für Ihre ausführliche Antwort. Nun habe ich (leider zu spät, sorry) gesehen dass sich ein Fehler beim Empfänger eingeschlichen hat und ich .con und nicht .com geschrieben habe.

ich habe die email noch mal geschickt und warte nun ab- vielen Dank

You're more than welcome, Mark. Please keep me updated.

My account has now been closed, but I will not get a refund.

Thank you and I wish you all the best.

Mein Konto wurde nun geschlossen, allerdings bekomme ich keine Rückerstattung.

Ich danke Ihnen und wünsche weiterhin alles Gute.

Thank you very much, Mark, for the update. Do I understand it correctly that your problem has been resolved? Do I have your permission to close this complaint or there’s anything else we could try to help you with? Thank you in advance for your reply.

Yes can be closed 😊

Ja kann geschlossen werden 😊

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Mark, for your cooperation and confirmation. Please don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru