Wunderwins Casino - La cuenta del jugador ha sido bloqueada.

Hello,

I'm so stumped as to what else I can do. I always get the same answers from support.

2 weeks ago I earned around €6500 in credit and requested a payout

1x 4750€

1x 750€

and I still had about €1200 credit.

Shortly thereafter, I also received the request for documents for bank account, address and myself from KYC and uploaded them within a few minutes. Then later that evening I got the message "Login Account permabanned" and couldn't log in anymore. Support says because the documents weren't submitted within 30 days, which is bullshit as I uploaded all the documents a few minutes after receiving the email. This can also be verified with the confirmation emails.

The next day an email came from KYC with "cashimashi" as sender - this is another casino also operated by Gammix. There they demanded documents from deposits from 2021 to the cashimashi casino from a bank account that was canceled long ago, which means I no longer have access there. However, to avoid problems, I uploaded a final account statement that says "Account closed". I also uploaded a payslip as "Source of wealth". This has now been rejected several times.

I don't understand why I have to verify a bank account that was not used in connection with Wunderwins. I've been self-banned at Cashimashi Casino for a long time and the account I used at the time no longer exists. The account used for Wunderwins was in January 2023 and is a completely new bank account.

Does anyone have any ideas what else I can do here?

Hallo,

ich bin so langsam ratlos was ich noch machen kann. Vom Support erhalte ich immer die selben Antworten.

Ich habe vor 2 Wochen ca. 6500€ Guthaben erspielt und eine Auszahlung beantragt

1x 4750€

1x 750€

und ich habe noch ca. 1200€ Guthaben gehabt.

Kurz darauf habe ich auch von KYC die Anfrage für Dokumente für Bankkonto, Adresse und meiner Person bekommen und diese innerhalb von wenigen Minuten hochgeladen. Später am Abend erhielt ich dann die Nachricht "Login Account permabanned" und konnte mich nicht mehr einloggen. Der Support sagt, weil die Dokumente nicht innerhalb von 30 Tagen eingereicht wurden, was aber Blödsinn ist, da ich alle Dokumente wenige Minuten nach Erhalt der E-Mail hochgeladen habe. Das ist auch belegbar mit den Bestätigungsmails.

Am Tag darauf kam eine E-Mail von KYC mit "cashimashi" als Absender - dies ist ein anderes Casino was auch von Gammix betrieben wird. Dort forderten Sie Dokumente von Einzahlungen aus 2021 ins cashimashi Casino von einem Bankkonto welches längst gekündigt ist, das heißt ich hab dort keinen Zugriff mehr. Ich habe aber um Probleme zu vermeiden einen Abschlusskontoauszug hochgeladen auf dem drauf steht "Konto geschlossen". Dazu habe ich auch noch eine Gehaltsabrechnung als "Source of wealth" hochgeladen. Dies wurde jetzt mehrfach abgelehnt.

Mir erschließt es sich nicht, wieso ich ein Bankkonto verifizieren muss welches in keinem Zusammenhang mit Wunderwins genutzt wurde. Im Cashimashi Casino habe ich schon lange eine Selbstsperre und das damals genutzte Konto existiert auch schon nicht mehr. Das Konto welches für Wunderwins genutzt wurde war im Januar 2023 und ist ein komplett neues Bankkonto.

Hat jemand eine Idee was ich hier noch tun kann?

Dear schnacks,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you received a confirmation email that you submitted your documents? Could you please advise which documents you have already provided and when exactly you sent the last one? Have you provided all the required documents in the correct format?

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

Best regards,

Kristina

Yes, I received a confirmation email for everything I uploaded.

I uploaded proof of address, bank statement, payslip and pictures of my ID just minutes after I received the email requesting these documents.

The last time I tried to submit documents was today.

The biggest problem is that "cashimashi" is trying to verify an account from 2021, which has been canceled for a long time and has not been used in any connection with Wunderwins. I used a new account in 2023.

Ja, ich habe eine Bestätigungsmail bekommen für alles was ich hochgeladen habe.

Ich habe Adressnachweis, Kontoauszug, Gehaltsabrechnung und Bilder von meinem Personalausweis hochgeladen, wenige Minuten nachdem ich die E-Mail erhalten habe wo diese Dokumente gefordert wurden.

Das letzte mal habe ich heute versucht Dokumente nachzureichen.

Das größte Problem ist, dass "cashimashi" versucht ein Konto von 2021 zu verifizieren, welches schon lange gekündigt ist und in keinem Zusammenhang mit Wunderwins genutzt wurde. Ich habe 2023 ein neues Konto genutzt.

Thank you very much for your reply, schnacks. Before we contact the casino, could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

I forwarded the e-mail traffic to you.

Ich hab Ihnen den E-Mail Verkehr weitergeleitet.

Thank you very much, schnacks, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello schnacks,

I'm Michal and I have taken over your complaint. I have reviewed your case and will contact the casino to see if I can help. Just to let you know Wunderwins Casino has recently begun to ignore us in our attempts to mediate any kind of issue, however, I will do my best to try to help you.

We would like to invite Wunderwins Casino to join the conversation.

Dear Wunderwins Casino,

Can you please provide some information regarding the player's blocked account? Why are you requesting to verify a bank account from nearly 2 years ago that has been closed a long time ago?

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear schnacks,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact EADR Ltd – an alternative dispute resolution service (EADR Form - EADR - Reliable and fair out-of-court settlements), and submit a complaint to them. It collaborates with the Malta Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (Online Gaming Support - Malta Gaming Authority (mga.org.mt). Please let me know if you need help with filling out the form or how the ADR responded if you can do this on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Michal