Wunderwins Casino - プレーヤーがアカウントの確認を完了するのに苦労しています。

Hello,

Despite a verified address and ID, my account was blocked for withdrawals with the notice that I did not have the payment method verified.

A photo of the credit card was then requested, with which I had never deposited at this Gammix Casino. I no longer use this credit card at all. However, I have uploaded a photo of the card.

Account still locked. No response to emails.

Hallo,

trotz verifizierter Adresse und Ausweis wurde mein Konto für Auszahlungen gesperrt mit dem Hinweis, dass ich die Zahlmethode nicht verifizieren ließ.

Daraufhin wurde ein Foto der Kreditkarte angefordert, mit der ich in diesem Gammix Casino allerdings nie eingezahlt hatte. Diese Kreditkarte nutze ich zwischenzeitlich auch gar nicht mehr. Dennoch habe ich ein Foto der Karte hochgeladen.

Konto immer noch gesperrt. Keine Reaktion auf Mails.

Dear 7hrd26c8qd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello,

the regulations regarding KYC are clear to me and ok.

Yes, correctly understood. Payment method verification is the only problem.

I had paid by direct transfer and not with a credit card. However, they asked for a photo of the card because I had apparently used it to deposit at another Gammix casino at some point. I uploaded a photo of it. I had another one in the cloud.

I have to say that this card is basically no longer used because I lost it on vacation. I blocked it and got a new one. So I can't submit any more photos or anything else from this card. I also don't understand it, because I hadn't paid with it.

many thanks for your help!

Hallo,

die Regelungen bzgl KYC sind mir klar und auch in Ordnung.

Ja, korrekt verstanden. Die Verifizierung der Zahlungsmethode ist das einzige Problem.

ich hatte per Sofortüberweisung eingezahlt und nicht mit Kredikarte. Dennoch verlangten sie ein Foto der Karte, da ich offenbar irgendwann mal in einem anderen Gammix Casino damit eingezahlt hatte. Ich habe ein Foto davon hochgeladen. Ich hatte noch eins in der Cloud.

ich muss dazu sagen, dass diese Karte grundsätzlich nicht mehr verwendet wird, da ich sie im Urlaub verloren hatte. Ich ließ sie sperren und bekam eine Neue. Ich kann also keine weiteren Fotos oder Sonstiges von dieser Karte einreichen. Ist mir auch unverständlich, denn ich hatte damit nicht eingezahlt.

vielen Dank für eure Hilfe!

Thank you very much, 7hrd26c8qd, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello,

thanks.

updated:

wunderwins has now deleted my verified address and requested verification of the address again.

it's probably just a scam to avoid having to pay.

Hallo,

danke.

Update:

wunderwins hat jetzt meine verifizierte Adresse gelöscht und die Verifizierung der Adresse nochmal verlangt.

vermutlich ist es einfach eine Masche, um nicht zahlen zu müssen.

Hello, 7hrd26c8qd,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Wunderwins Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Wunderwins Casino Team,

Could you please state the reason why the player's account has not been verified yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw?

Thank you in advance for providing the information.

Hello Branislav,

Now Wunderwins has confirmed the previously verified address as verified again and then requested the payment methods again.

I uploaded everything again. However, it is still unclear to me why a credit card is requested that I had never used to deposit there.

Thank you!

Hallo Branislav,

nun hat Wunderwins die zuvor bereits verifizierte Adresse nochmals als verifiziert bestätigt und dann nochmals die Zahlungsmethoden angefordert.

ich habe alles nochmal hochgeladen. Allerdings ist mir immer noch unklar, warum eine Kreditkarte angefordert wird, mit der ich dort nie eingezahlt hatte.

danke Ihnen!

Thank you for the update, 7hrd26c8qd.

In the meantime, while we will be waiting for the casino's response, I recommend you provide it with all the requested documents. If there is any progress, please, let me know about it.

Currently, it is not clear why the mentioned card should be verified. Therefore, I would like to wait for the casino's reply and explanation.

Looking forward to hearing from the casino.

Hello Branislav,

they have already received everything from me several times. Of course I upload it.

They probably want the card because I used it to make a deposit at woopwin or Sugar at some point, but this card no longer exists, but I already wrote about that.

thanks!

Hallo Branislav,

die haben von mir ja bereits alles mehrfach bekommen. Natürlich lade ich es hoch.

die Karte wollen sie wahrscheinlich, weil ich irgendwann mal bei woopwin oder Sugar damit eingezahlt hatte, allerdings existiert diese Karte nicht mehr mittlerweile, aber das schrieb ich ja bereits.

danke!

Hello, the account is now verified. Email came earlier. I'm waiting for the money to come.

Best regards

Hallo, das Konto ist jetzt verifiziert. Email kam vorhin. Ich warte jetzt mal, ob das Geld auch kommt.

viele Grüße

Thank you for the update, 7hrd26c8qd.

So, the issue moved forward. At this point, I sincerely believe it should only be a matter of time before the payment comes to you. I will keep this complaint open until your confirmation regarding successful withdrawal, or an update.

Please let us know as soon as you receive the payment.

I'll do it.

Das mache ich.

Hello,

the money actually arrived.

Thank you!

Hallo,

das Geld kam tatsächlich an.

danke euch!

Great news, 7hrd26c8qd!

Thank you for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Branislav, Casino.guru