Wunderwins Casino - 選手の退会が遅れました。

Hello,

I've been waiting for my payout from the casino since February 18th, 2023.

It just doesn't get done.

When I ask, I only get a standard answer:

"Referring to your email, we apologize for the delay in processing your withdrawal request. We are currently experiencing high demand for withdrawals and this is affecting processing time. We are doing our best to process your request as quickly as possible edit."

My account there is fully verified and in the past withdrawals have always worked.

Hope you can help me here.

VG

Hallo,

seid dem 18.02.2023 warte ich auf meine Auszahlung vom Casino.

Sie wird einfach nicht durchgeführt.

Auf Rückfrage erhalte ich nur eine Standardantwort:

"Bezugnehmend auf Ihre E-Mail, wir entschuldigen uns für die Verzögerung bei der Bearbeitung Ihres Auszahlungsantrags. Wir haben derzeit eine hohe Nachfrage nach Abhebungen und dies wirkt sich auf die Bearbeitungszeit aus. Wir tun unser Bestes, um Ihren Antrag so schnell wie möglich zu bearbeiten."

Mein Konto dort ist vollständig verifiziert und in der Vergangenheit haben Auszahlungen immer funktioniert.

Hoffe das ihr mir hier helfen könnt.

VG

Dear MarcMa84,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Do I understand correctly that your payment is still pending inside the account without being processed? Is it an internal casino system issue, or it’s related to your account only?

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. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Exactly the payout is still pending without anything happening.

In the past it was the case that payments came within a maximum of 48 hours.

However, with almost 4 weeks I just find it cheeky and I don't understand what takes so long.

VG

Genau die Auszahlung ist immer noch pending, ohne das was passiert.

In der Vergangenheit war es so dass Ausazhlungen innerhalb von max 48h kamen.

Jedoch mit fast 4 Wochen finde ich einfach nur frech und ich verstehe nicht was da solange dauert.

VG

Thank you very much, MarcMa84, 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. However, I would like to warn you that it seems to be a common practice of Wunderwins Casino to ignore us completely in our attempts to mediate any kind of issue. Regardless of many unresolved complaints marked "No Reaction Policy" we keep on trying.

Hello there,

Thank you MarcMa84 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!

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 Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support) and submit a complaint to them. The Malta Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter