Wunderwins Casino - Las ganancias del jugador fueron confiscadas.

I registered with Wunderwins and made 3 deposits there at the beginning and jwrisl received a bonus. After the 3 deposit I played the game Razorshark and won 1900 after being asked to legitimize myself by kyc I wanted to have the money paid out. 24 later I got an email and I was told that I was allegedly violating the bonus conditions by playing a forbidden game and the casino canceled and withheld my entire winnings and credited me with 20 euros each

Ich habe mich bei Wunderwins angemeldet und dort am Anfang 3 Einzahlung getätigt und jwrisl einem Bonus erhalten.Nach der 3 Einzahlung spielte ich das Spiel Razorshark und gewann 1900 nach Aufforderung mich zu legitimieren per kyc wollte ich mir das Geld auszahlen lassen. 24 später bekam ich eine Email und dort wurde mir mitgeteilt das ich angeblich durch ein verbotenes Spiel eürde ich gegen die Bonusbedingung Verstossen und das Casino hat mir meinen kompletten Gewinn gestrichen und einbehalten und mir jedeglich 20 Euro gutgeschrieben

Dear Skbo67,

Thank you for submitting your complaint. I’m sorry to hear about your bad experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please forward me a link to the bonus you activated? Do I understand correctly that Razorshark was the game that caused these issues?

Additionally, please, forward any relevant communication between you and the casino to kristina.s@casino.guru.

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,

Kristina

Unfortunately, I only found the link on the site where every new player receives this bonus. If that is enough for you, I would be happy

https://wunderwins.com/promotions/wonderful-welcome-bonus

The casino has not yet responded or commented on my inquiries

Greetings Silke K***

Leider hab ich auf der Seite nur den link gefunden wo jeder neuer Spieler diesen Bonus erhält .Wenn Ihnen das ausreicht würde ich mich freuen

https://wunderwins.com/promotions/wonderful-welcome-bonus

Das Casino hat bis jetzt nicht auf meine Anfragen reagiert oder sich dazu geäußert

Liebe Grüße Silke K***

Thank you very much Skbo67 for your reply. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Skbo67,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Wunderwins Casino to the conversation to participate in the resolution of this complaint.

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.

Many Thanks

I hope there will be a good solution. Unfortunately I haven't heard anything from the said casino myself

Vielen Dank

Ich hoffe es wird eine gute Lösung geben. Leider hab ich selber vom besagten Casino nix gehört

Hi Skbo67,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the EADR Ltd, an MGA approved Alternative Dispute Resolution service provider, by completing their online form available at this website https://eadr.org/eadr-form/ and if necessary also the Malta Gaming Authority itself after that (https://www.mga.org.mt/support/online-gaming-support/). It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the EADR and the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter