Wunderino Casino DE - プレイヤーが賞金を受け取れずにいます。

Hello,

I played free cash spins at Wunderino and won almost 200 euros (they fall under the bonus regulations)

After the free spins I won 4000 euros in another slot, this win was shown as real money and not as a bonus balance, so I had the money paid out directly.

First Wunderino canceled my payment and transferred the 4000 back to my player account, now after the 2nd attempt to pay out, Wunderino says that money was confiscated because the bonus regulations were violated. They only have 100 euros back on the player account & the rest is gone.

Hallo,

Ich habe Gratis Cashspins bei Wunderino gespielt und habe da knapp 200 Euro gewonnen ( Die fallen ja unter die Bonusbestimmungen)

Nach den Freispielen habe ich 4000 Euro in einem anderen Slot gewonnen,dieser Gewinn wurde als Echtgeld angezeigt und nicht als Bonus Guthaben,deswegen hab ich das Geld direkt auszahlen lassen.

Erst hat Wunderino meine Auzahlung stoniert und die 4000 zurück auf mein Spielerkonto überwiesen,nun nach dem 2. Auszahlungsversuch meint Wunderino das,dass Geld konfiziert wurde da die Bonusbestimmungen verletzt wurden. 100 Euro haben sie lediglich auf Spielerkonto zurück & der Rest ist Weg.

Dear aylinwagner07101996,

Thank you very much for submitting your complaint. We are 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Hello,

I have written from Wunderino that they will not pay out the money and the 4000 euros are gone.

Hallo,

Ich habe schriftlich von Wunderino das sie das Geld nicht auszahlen werden und die 4000 Euro weg sind.

Thank you for your reply, aylinwagner07101996. Could you please advise how much money you ended up with when you completed the wagering requirements?

Would you be so kind as to 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.

Dear aylinwagner07101996,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.