Wunderwins Casino - 選手の撤退が15日以上遅れている。

I have a withdrawal request pending for more than 15 days, and it's always the same thing. "We will ask the relevant team to prioritize your case"

estou com um pedido de retirada pendente a mais de 15 dias, e sempre a mesma coisa. "Iremos pedir o time relevante que priorize seu caso"

Dear mactox, 

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you made any successful withdrawals before? Could you please confirm that you have passed the KYC verification? Have you accumulated your winnings with or without an active bonus? 

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

Best regards, 

Veronika

no, I have not made any withdrawals before, yes my KYC process has already been approved. I didn't get any gains with the bonus, I deposited 400 and I'm withdrawing 277, a loss of 123 euros.

nao, nao fiz nenhuma retirada antes, sim meu processo de KYC ja foi aprovado. nao obtive ganhos com bonus, depositei 400 e estou sacando 277, uma perca de 123 euros.

Thank you very much, mactox, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 in the near future.

Hello there,

Thank you mactox for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Wunderwins Casino for their help in resolving this complaint. We would like to know why is this withdrawal taking as long as it is and if we can do anything to help make it quicker.

Thank you!

Hello, they closed my account unfairly and claimed bonus abuse and refunded my deposit.

Ola, fecharam minha conta injustamente e alegaram abuso de bonus e devolveram meu deposito.

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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 contact the EADR – an alternative dispute resolution service (https://eadr.org/eadr-form/), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (info.mga@mga.org.mt). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter