Wanted Win Casino - プレイヤーのアカウントが予期せず閉鎖されました。

Dear Casino Guru Team,

I hereby submit a formal complaint about the online casino "WantedWin".

I deposited €150 and claimed the 100% bonus. After playing according to the bonus terms, I was able to increase my balance to approximately €700. Suddenly, in the middle of a game, I was logged out of my account and subsequently completely deactivated – without any prior warning or plausible explanation.

I contacted live support. I was simply told that my case was being reviewed and that I should wait for an email. No specific reason was given, and no clear timeframe was specified. Although I was told that the review usually takes up to 24 hours, my account remains deactivated, and I have no access to my money.

My main problems are:

My deposited money (€150) is inaccessible.

My winnings (approx. €700) are blocked.

No clear reason was given for the deactivation.

The communication is very general and not transparent.

I therefore request your assistance in reviewing this case.

My primary concern is the immediate refund of my deposit of €150.

Should a payout of the winnings not be possible, I demand at least the release of my deposited amount.

Account details:

Name: [hidden by Casino Guru]

Email: [hidden by Casino Guru]

Thank you so much for your time and support. I would be very grateful for your help in resolving this matter.

Best regards

[hidden by Casino Guru]

Sehr geehrtes Casino-Guru-Team,

hiermit möchte ich eine formelle Beschwerde über das Online-Casino „WantedWin" einreichen.

Ich habe 150 € eingezahlt und den 100 % Bonus in Anspruch genommen. Nachdem ich gemäß den Bonusbedingungen gespielt habe, konnte ich mein Guthaben auf ca. 700 € erhöhen. Plötzlich, mitten im Spiel, wurde ich aus meinem Konto ausgeloggt und mein Account anschließend vollständig deaktiviert – ohne vorherige Warnung oder nachvollziehbare Begründung.

Ich habe den Live-Support kontaktiert. Mir wurde lediglich mitgeteilt, dass mein Fall geprüft werde und ich auf eine E-Mail warten solle. Es wurde kein konkreter Grund genannt und kein klarer Zeitrahmen angegeben. Obwohl mir gesagt wurde, die Prüfung dauere in der Regel bis zu 24 Stunden, ist mein Konto weiterhin deaktiviert und ich habe keinen Zugriff auf mein Geld.

Meine Hauptprobleme sind:

Mein eingezahltes Geld (150 €) ist nicht zugänglich.

Meine Gewinne (ca. 700 €) sind blockiert.

Es wurde kein klarer Grund für die Deaktivierung genannt.

Die Kommunikation ist sehr allgemein gehalten und nicht transparent.

Ich bitte Sie daher um Unterstützung bei der Überprüfung dieses Falls.

Mein vorrangiges Anliegen ist die sofortige Rückerstattung meiner Einzahlung in Höhe von 150 €.

Sollte eine Auszahlung der Gewinne nicht möglich sein, fordere ich zumindest die Freigabe meines eingezahlten Betrags.

Kontodaten:

Name: [hidden by Casino Guru]

E-Mail: [hidden by Casino Guru]

Vielen Dank für Ihre Zeit und Unterstützung. Ich wäre Ihnen sehr dankbar für Ihre Hilfe bei der Klärung dieser Angelegenheit.

Mit freundlichen Grüßen

[hidden by Casino Guru]

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please send me a link or a screenshot of the bonus you activated and played with?
• What games did you play while the bonus was active?
• Am I correct in understanding that your gameplay was interrupted while the bonus wagering requirements were still not fully completed?
• Have you made any successful withdrawals from this casino in the past?
• Have you successfully completed the full KYC verification at this casino?

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

Best regards

Veronika

Hello,

Thank you for your message. I will answer your questions fully and add to the previous information, as I have not yet received a refund of my deposit.

1. Bonus / Screenshot

Unfortunately, I cannot provide a screenshot or link to the bonus. I was suddenly logged out while playing, and my account was subsequently deactivated. Since then, I have no access to my bonus or game history.

2. Real Money / Bonus Money – Clarification

I played exclusively with my deposited real money of €150.

Although a total of €300 was displayed in the account (€150 deposit + €150 bonus), the bonus money was never reached or used.

My €150 real money balance wasn't used up, so the bonus money was never activated. My balance temporarily rose to approximately €700.

I am not concerned about winnings or bonus amounts, but solely about the refund of my own deposit of €150.

3. Game played

I mainly played Bigger Bass Splash.

4. Interruption of the game

Yes. I was logged out without warning, even though I still had credit, and my account was deactivated afterwards.

5. Previous payouts

No, I have not received a payout from this casino before.

6. KYC / Verification

My ID was accepted immediately.

The only problems arose with verifying the payment method, as I used a virtual credit card.

Since it is technically impossible to display all data for a virtual map on a single document, I have submitted the following evidence:

Screenshot from online banking showing cardholder name

Masked card number (first 6 and last 4 digits visible)

Expiry date

Additionally, an official bank statement as a PDF with my full name and address

This combination constitutes valid proof of a virtual card and was ultimately accepted.

After that, I received an email from support requesting my full bank details for the refund.

I then submitted all the required information (name, address, IBAN, bank name, SWIFT/BIC, etc.).

Then I received another email informing me that my request had been "forwarded to the responsible department" and that I would receive an update.

I've been waiting ever since. There has been no further update and no money has been paid out.

7. Current status

I have submitted all the required documents and data in full.

Despite multiple confirmations from support, I have not yet received a refund of my deposit.

In summary, my sole concern is the refund of my €150 deposit.

Not about winnings, not about bonus amounts, but only about my own deposited money.

Best regards

HAK

Hallo,

vielen Dank für Ihre Nachricht. Ich beantworte Ihre Fragen vollständig und ergänze den bisherigen Ablauf, da ich bis jetzt keine Rückerstattung meiner Einzahlung erhalten habe.

1. Bonus / Screenshot

Einen Screenshot oder Link zum Bonus kann ich leider nicht vorlegen. Während des Spielens wurde ich plötzlich ausgeloggt und mein Konto danach deaktiviert. Seitdem habe ich keinen Zugriff mehr auf Bonus- oder Spielhistorie.

2. Echtgeld / Bonusgeld – Klarstellung

Ich habe ausschließlich mit meinem eingezahlten Echtgeld von 150 € gespielt.

Im Konto wurden zwar insgesamt 300 € angezeigt (150 € Einzahlung + 150 € Bonus), jedoch wurde das Bonusgeld zu keinem Zeitpunkt erreicht oder verwendet.

Meine 150 € Echtgeld wurden nicht aufgebraucht, sodass das Bonusgeld nie aktiv wurde. Mein Guthaben stieg zwischenzeitlich auf ca. 700 €.

Mir geht es nicht um Gewinne oder Bonusbeträge, sondern ausschließlich um die Rückerstattung meiner eigenen Einzahlung von 150 €.

3. Gespieltes Spiel

Hauptsächlich habe ich Bigger Bass Splash gespielt.

4. Unterbrechung des Spiels

Ja. Ich wurde ohne Vorwarnung ausgeloggt, obwohl noch Guthaben vorhanden war, und mein Konto war danach deaktiviert.

5. Frühere Auszahlungen

Nein, ich habe zuvor keine Auszahlung bei diesem Casino erhalten.

6. KYC / Verifizierung

Mein Ausweis wurde sofort akzeptiert.

Probleme gab es nur beim Nachweis der Zahlungsmethode, da ich eine virtuelle Kreditkarte verwendet habe.

Da es technisch nicht möglich ist, bei einer virtuellen Karte alle Daten auf einem einzigen Dokument darzustellen, habe ich folgende Nachweise eingereicht:

Screenshot aus dem Online-Banking mit Karteninhaber-Name

Maskierte Kartennummer (erste 6 und letzte 4 Ziffern sichtbar)

Ablaufdatum

Zusätzlich einen offiziellen Kontoauszug als PDF mit meinem vollständigen Namen und Adresse

Diese Kombination stellt einen gültigen Nachweis für eine virtuelle Karte dar und wurde letztlich auch akzeptiert.

Danach erhielt ich eine E-Mail vom Support, in der meine vollständigen Bankdaten für die Rückerstattung angefordert wurden.

Ich habe daraufhin alle geforderten Angaben übermittelt (Name, Adresse, IBAN, Bankname, SWIFT/BIC usw.).

Anschließend kam erneut eine E-Mail mit der Information, dass mein Anliegen „an das zuständige Department weitergeleitet" wurde und ich ein Update erhalten werde.

Seitdem warte ich. Es kam kein weiteres Update und es wurde kein Geld ausgezahlt.

7. Aktueller Stand

Alle geforderten Dokumente und Daten wurden von mir vollständig eingereicht.

Trotz mehrfacher Bestätigungen seitens des Supports habe ich bis jetzt keine Rückerstattung meiner Einzahlung erhalten.

Zusammenfassend geht es mir ausschließlich um die Rückerstattung meiner Einzahlung von 150 €.

Nicht um Gewinne, nicht um Bonusbeträge, sondern nur um mein eigenes eingezahltes Geld.

Mit freundlichen Grüßen

H. A. K.

Am I correct in understanding that you made just one deposit into this casino?

Could you please forward me the documents you sent to the casino for verification, along with all the communication between you and the casino customer support regarding the verification of your account and its subsequent closure? My email address is veronika.f@casino.guru. Thank you for your cooperation.

Hello Veronika,

Yes, I only made one deposit of €150 at this casino.

I will send you all the requested documents as well as the complete correspondence with the casino to the email address you provided.

Best regards

HAK

Hallo Veronika,

ja, ich habe in diesem Casino nur eine Einzahlung in Höhe von 150 € getätigt.

Ich werde Ihnen alle angeforderten Dokumente sowie die vollständige Korrespondenz mit dem Casino an die von Ihnen genannte E-Mail-Adresse zusenden.

Mit freundlichen Grüßen

H. A. K.

Dear Veronika,

I have just sent you an email with all relevant details and the full correspondence.

It has now been 6 days since the casino confirmed that my €150 refund was "successfully processed from their side." They stated 3–5 working days for bank transfers, and this period has already passed. The money has still not arrived.

If necessary, I can also provide an alternative bank account in case there is any issue with the previously submitted one.

Please let me know how we proceed from here.

Best regards,

H. A. K.

Hello benzj044,

We would like to update you that due to Veronika, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Veronika has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Veronika will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Thank you for your emails.

Please note that when players are waiting for a payment or refund from a casino, we usually recommend allowing up to 14 days for the funds to appear in the account, as processing times may vary depending on the payment method and internal procedures.

Could you please let me know if you have received any updates regarding your refund in the meantime? Have the funds been credited to your account already?

Hello Veronika,

Thank you for your message.

I can confirm that I received the refund of my deposit, but I never received any email, explanation, or notification from the casino.

My account was suddenly closed without any warning or explanation.

At the time my account was closed, I had approximately 700 EUR in winnings in my account balance. The casino confiscated these winnings and only returned my deposit of 150 EUR.

There was no explanation, no warning, and no communication about why my account was closed or why my winnings were withheld.

I would like to understand:

Why my account was closed without any prior notice

On what basis the casino decided to confiscate my winnings

Thank you for your assistance.

Dear benzj044

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Romi (romana.r@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Dear user,

I'm Romi, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Wanted Win Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Wanted Win Casino,

Could you please provide detailed information about this case?

Thank you in advance for your response.

Best regards,

Romi

Hello,

Thank you for your questions. Please allow us to provide some clarification regarding this case.

The player’s account was closed in accordance with the casino’s Terms and Conditions accepted during registration. As stated in the Terms, the casino reserves the right to suspend or close a player account at its sole discretion.

Following the account closure, the player’s deposit was refunded in full. An initial refund transaction was initiated to the player’s bank account; however, the transaction was declined by the receiving bank.

Despite this, the casino made additional efforts to ensure the player received the funds. The player was asked to provide alternative banking details so the refund could be processed successfully. After the updated information was received, the refund was completed and the full deposit amount of 150 EUR was successfully returned to the player.

Throughout the process, the player was informed about the refund status via email communication and customer support live chat.

Best regards,

WantedWin Casino

Hello Martina,

Thank you for the update.

However, the casino's response still does not address the main issue of my complaint.

Yes, the deposit of 150 EUR was eventually refunded. However, when my account was suddenly closed, my total balance was approximately 700 EUR. This means that around 550 EUR in winnings were confiscated.

The casino has not explained which specific rule I allegedly violated. Simply referring to the general terms and conditions and saying they can close accounts at their discretion does not explain why legitimate winnings were confiscated.

From my perspective, this situation is very concerning. If I had lost the money, the account likely would not have been closed. The closure only happened after my balance increased to around 700 EUR.

What I want is very simple: the payment of my legitimate winnings.

Therefore I ask the casino to clearly explain:

1. The exact reason why my account was closed.

2. The specific rule I allegedly violated.

3. Why my winnings of approximately 550 EUR were confiscated instead of being paid out.

If there was no violation, my winnings should be paid to me.

Best regards

Dear Wanted Win Casino,

Thank you for providing the information.

Kindly send a detailed explanation of the player's violation to my email, romana.r@casino.guru, so we can evaluate it.

Thank you in advance.

Respectfully,

Romi

Dear Romi,

Thank you for your question.

We've provided with necessary information to your email.

Dear Wanted Win Casino,

Thank you for your email.

Please send some additional information as I have kindly requested in my email.

Thank you.

Respectfully,

Romi

Dear Romi,

We have already sent you e-mail with additional explanation.

We hope for your understanding and cooperation.

Best regards,

WantedWin Casino

Thank you, Wanted Win Casino, for your cooperation.

Dear user,

After the information from the casino representative, about the situation, actually, no winnings were confiscated from your account, and you only had an active bonus that had not yet met the wagering requirements. In such cases, according to their bonus policy, any associated gameplay results are considered invalid, and the bonus is removed.

All this happened due to some restrictions you have had across the platform, which we are not going to publish here, but you should be aware of.

As the casino has acted according to its Terms, I am now closing this complaint.

Thank you for your cooperation and understanding.

Respectfully,

Romi