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Wunderino Casino - Delay in verification process

RESOLVED
mrieger1969 Germany
posted on October 18, 2018.

After a long time I have entered Wunderino and I won luckily 4.500€.
By checking my account in order to prepare cash out I have recognized that my address data’s are not up-to-date and anticipating verification issues I have requested to amend my account information accordingly on the 8th of October. They respond with Ticket #645560 that they will take care. The same day or the day after anticipating next steps in the verification process I have submitted to them a passport copy and an invoice showing my new address. On Sunday the 14th October I got a message (Ticket #645726) that I should serve a „reasonable“ explanation why the address on my documents is not the same mentioned in my account. I have served the simple answer that I have moved and that the request to correct the data’s is already registered at Wunderino with the above mentioned ticket reference. But up-to-now unfortunately no feedback from them in terms of finalized verification or any further information they might need.

I understand that it takes time and the workload is rather high but in comparison to other online casinos I am really wondering why they can manage it within 24 hours and at Wunderino it takes „ages“ to check simple documents.

It would be a great help I believe when you can support me to solve the problem which is potentially caused on the two different requests to correct the data and to verify new data vs. the old ones.

Many thanks!
Michael

posted on October 18, 2018.

Hallo Michael

Thank you for your massage.

I have informed our department about your case and they proceed your verification.

I can confirm that your account is now fully verified. You're now able to withdraw back to your PayPal account.

If you have further questions, you can contact us again.

Best regards,

Wunderino

mrieger1969 Germany
posted on October 19, 2018.

Dear all,

Thanks for the support and understanding of the problem to all involved stakeholders!

Verification of my account was done properly and cash out has been performed as well in between. Money has arrived today, so I am fully fine now and the complaint can be closed.

Many thanks!

Best regards,
Michael

AskGamblers
posted on October 19, 2018.

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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