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Wunderino Casino - Unfairly Declined Payment

RESOLVED
Posted on 02 October 2018

Dear Askgamblers customer service,

I've encountered a problem with "Wunderino Casino", which I need your assistance with.

I've won a large sum of money in said online casino which then refused to pay because the deposit I made beforehand via PayPal was made by a 3rd Person (Christopher < surname removed >). This PayPal account is mine. I (Claudia < surname removed >) and my fiancé (Christopher < surname removed >) made this Account for me in 2014. Something went wrong and "Christopher < surname removed >" (which is not an existing person but just a false mix-up of both our names) was listed as the owner of my PayPal Account.

Because I never had any problems with this mistake I never really bothered to chance it until now. I plan to correct the name of the Owner and I can prove that this PayPal account is linked to my bank account since 2014. So the 2 deposits that led to the prize money were not made by a 3rd person but by me. I already contacted the Wunderino Casino costumer support explaining the issue but never got an answer.

I really hope that you can help me with my problem.

Yours faithfully -Claudia < surname removed >

AskGamblers
Posted on 02 October 2018

Dear @ehler.claudi,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

Posted on 03 October 2018

Hallo Claudia

Thank you for your massage.

I forwarded your case to our verification department, they will check your case today and they will revert back to you via email.

I want to excuse the wait and inconvenience.

Posted on 06 October 2018

Dear Costumer Support,

The 60€ payment wasn’t made by a 3rd person but by me and I can prove it. This PayPal account is linked to my bank account (each bank account can only be linked once to only one PayPal account). I already requested a name chance back in 2014 which unfortunately never happened. I attached some screenshots which will prove that this PayPal account is mine.

The payment i made was divided in a 20€ and a 40€ payment. With this 60€ i‘ve won a total sum of 2,300€. Once again I request the payout of those 2,300€ even if that means that i have to make the 60€ payment again. I have sent you all the evidence you need to verify that this PayPal account is indeed mine.

Yours sincerly

Claudia < Last name removed >

Posted on 07 October 2018

Hallo Claudia

thank you for your reply and for the documents.

I have forwarded all these documents to our finance department. They will get back to you as soon as possible.

Thank you for you patience and understanding.

Posted on 10 October 2018

Dear Customer Service ,

This is finally proved that this is my own Paypal account.

I have sent the attachment by email.

Yours sincerly ,

Claudia < Last name removed >

Posted on 10 October 2018

Hello Claudia

thank you for contacting us again.

I have contacted again our department, they have to check your case. They will get back to you.

Have a nice evening.

Posted on 13 October 2018

Dear Customer Service ,

Unfortunately, there was no answer from the finance department.

Since the matter is not yet resolved, I ask you to keep the complaint open.

Sorry for my bad english.

Yours sincerly ,

Claudia < Last name removed >

Posted on 14 October 2018

Hello Claudia

thank you for contacting us again.

I left a message for our verification department, they have to check your case and get back to you via Email.

I want to excuse the wait and inconvenience.

AskGamblers
Posted on 18 October 2018

Dear Wunderino Casino,

Please let us know if there's some update regarding this case.

Posted on 21 October 2018

Hello Team,

Excuse the delayed reply.

I checked the case and I can confirm that the account is now fully verified and the blocks removed from the account.
The player is now able to withdraw back to the PayPal account.

I want to excuse the wait and inconvenience.

I also want to wish you a great day.

Best regards,
Wunderino

AskGamblers
Posted on 21 October 2018

Dear @ehler.claudi,

Please confirm if the issue has been resolved. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on 21 October 2018

Dear Customer Service,

the account is fully verified.

I ask you to execute the payout of 2 x 5,000 Euro as soon as possible in PayPal.


Please fix the error for the deposit.

the following message appears:

MoneyMatrix_PayPal is not configured in GmCore


Yours sincerly,

Claudia < Last name removed >

Posted on 22 October 2018

Hello Claudia

thank you contacting us again.

I have checked your case with our department. They tried to proceed your withdrawals, but due to some technical issues they could not approve them.

Now they rolled back the withdrawals to your account, please withdraw back again to the PayPal account.

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

Posted on 22 October 2018

Dear Customer Service,

I have paid off again. Please execute the payment today


Yours sincerly,

Claudia < Last name removed >

Posted on 22 October 2018

Dear Customer Service,

unfortunately a deposit with the PayPal account < email removed > is still not possible.

See the attachments.


Yours Sincerly,

Claudia < Last name removed >

Posted on 22 October 2018

Dear Customer Service,

The money (10,000Eur) is no longer visible. Why?

Yours sincerly,

Claudia

Posted on 23 October 2018

Hallo Claudia

Since you have changed your Paypal account, we can not approve your payout to this Paypal account.

Please send us a picture of your bank statement showing your account details and your name.

So we can send your payout to your bank.

Posted on 23 October 2018

Dear Customer Support,


since I have an account with my partner and am authorized there, I ask you to transfer the EUR 10,000 to the following account.

<bank information removed>

Please execute the payment today.

If this is not possible again, I will set up an account and send you the data.


Yours Sincerly,


Claudia <surname removed>

Posted on 23 October 2018

Hallo Claudia

Our department have recognized that you are trying to withdraw to a Bank which is not in your name.

It is very important to note that we can only approve the withdrawal on your own bank account.

Please send us either a bank statement or a picture of the bank card.

Posted on 23 October 2018

Dear Customer Service,

I have sent you the requested document by email. please respond to it today.

Yours sincerly Claudia

Posted on 24 October 2018

Hallo Claudia

thank you contacting us.

I have forwarded your case to our department. They will check you documents and your payout.

Posted on 24 October 2018

Dear Customer Service,

I made the withdrawal. Please pay immediately.

As soon as the payment is there I will contact you here.


Yours sincerly,

Claudia

Posted on 24 October 2018

Hello Claudia

Our department is going to check you payout.

Best regards,

Wunderino

Posted on 25 October 2018

Dear Customer Service,

Many Thanks. the money has been received.

it could have been easier too.

Thanks for your Support!

Yours sincerly ,

Claudia

AskGamblers
Posted on 25 October 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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