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Closure of account and confiscated winnings of €31097


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By Greg P.
10 years ago
Message on forum
wednesday evening I signed up to Wonderland casino after reading very good reviews on a number of sites. I signed up with all my correct details and did not sign up as an affiliate only a player. I accept the terms to your casino and to the notice regarding uk players funds being protected. I made my initial deposit of 60 euros and started playing the NetEnt slot Pyramids quest for immortality. I triggered a bonus run of spins that ended up with me winning 31097.00 euros. I received a welcome email thursday morning from Maria Floride to which I replied and asked about withdrawing my money? she ask me how much I won and on what so I told her and then shortly after that my account was blocked! I chatted with christophe a wonderland casino representative who told me firstly that players from the UK are restricted from the casino - this is not the case as on all site it states that only France, Spain and the USA are restricted and I would not of been able to select 'UK' as my country when signing up and I would not have need to agree to the terms of Funds being kept separate for uk players. I was then told that I signed up as an affiliate and they know as well as I that I did not sign up as an affiliate. I can verify myself easily and I have adhered to the casino rules so can you please help me open my account and collect my winnings.
wonderland win just before end of bonus.jpg wonderland welcome email.jpg
Disputed Casino Wonderland Casino
Amount €31097

Discussion

User name loyalty-level-2
Dear wonderland

this seems to be your generic response to anything i ask or comment. You still haven't answered any of my above questions and you haven't answered any of the emails I have sent to you. in your first reply to this complaint you stated that I would have a 'satisfying response within the upcoming days' but it has now been 17 days since that was posted. I received an email from william at wonderland yesterday stating that I need to withdraw my remaining balance, How? my account is closed! I responded to this message but guess what ? nobody from wonderland replied. I have now filed a complaint with Malta Gaming Authority regarding this as you have taken my winnings without any reason and have been pushing me aside ever since. Please answer my questions so that I can withdraw all my winnings.

regards
User name
Dear Customer,

We thank you for your patience. We are still investigating the issue and we will come back to you as soon as possible.

Your Wonderland Team!
User name loyalty-level-2
Dear wonderland casino
I'm not actually sure what's being investigated? I signed up to your casino, deposited money, had a big win and then had my account closed. I was told via chat 3 different reasons my account was closed none of which were/are correct ( i have the full chat transcript). It has been 19 days since this incident so could you please enlighten me as to what is being investigated and how long it will take?
Regards
User name
Dear Customer,

Thank you for your comments.

The issue is still under investigation. We do apologize for the delay and we appreciate your patience.

Your Wonderland Team!

Wonderland Casino Complaint Stats

Resolved 0 / 1
Avg. Amount $34,357
Avg. Complaint Duration 21 days
Avg. Response Time 4 days