Wunderwins Casino - 選手の退会が遅れました。

The withdrawal has been delayed even though it is a pay n play casino and a withdrawal that works through trustly. WunderWins promised that withdrawals would be processed within 48 hours, but now 60 hours have passed and no progress has been made. I have contacted them and they justified the delay with the large number of withdrawals.

Kotiutus on viivästynyt vaikka kyseessä on pay n play casino ja trustlyn kautta toimiva nosto. WunderWins lupasi, että kotiutukset käsitellään 48 tunnin aikana, mutta nyt aikaa on kulunut jo 60 tuntia eikä minkäänlaista edistystä asian suhteen ole tapahtunut. Olen ottanut heihin yhteyttä ja he perustelivat viivästystä nostojen suurella määrällä.

Dear Gamblaaja999,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint.

Assuming that you have completed KYC verification successfully and had your withdrawal approved by the casino, still, if you don’t receive your winnings by then, please, let us know and we will try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

After 5 days they ask for KYC documents, I just provided them. The money hasn't arrived yet. I will update the situation when something new appears.

Viiden päivän jälkeen he pyytävät KYC-dokumentteja, toimitin ne juuri heille. Rahoja ei ole vielä tullut. Päivitän tilannetta, kun jotain uutta ilmaantuu.

Thank you, Gamblaaja999, for the update. I will be waiting for any further information from you patiently. I truly believe it’s only a matter of time before you’ll receive your delayed withdrawal.  

After 12 days of waiting, the withdrawal is finally in my account. Communication was difficult and I didn't get decent answers. In the end though, I got all the money I won. The complaint can be closed.

12 päivän odotuksen jälkeen kotiutus on vihdoin tililläni. Yhteydenpito oli hankalaa, enkä saanut kunnollisia vastauksia. Loppujen lopuksi kuitenkin sain kaikki voittamani rahat. Valituksen voi sulkea.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, Gamblaaja999, for your confirmation, and please don’t hesitate to contact our Complaint Resolution Center 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