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Wunderino Casino - Verification problem, delayed €3,000 payment

REJECTED
Complaint Info
Disputed casino Wunderino Casino
Reason Verification issues
Amount € 3000
Posted on January 24, 2019

The first deposit over 200 € was without problems. The next payout was rejected with a note to verify the account. The account balance is now 3000 €, which I would like to pay off.

I uploaded the required documents via the homepage. In addition, I sent the documents (copies identity card and account statement with address) by e-mail to [email protected] and [email protected] Then again the documents sent again to the e-mail addresses. The casino is not responding.

Next I noticed that in the account profile of the address is a "3" too much at the house number. This is communicated via email but without reaction from the casino.

I'm already waiting for 7 days for the verification. Please help me.

LG Mrtins

Posted on January 25, 2019

Hallo Martins

thank you for contacting us.

I have just checked your case with our department. They still need 2 documents to finish your verification. Please provide them all the requested documents, so they can complete your verification.

Thank you for your cooperation.

Best regards,

wunderino

Posted on January 27, 2019

Hello,

thanks for your request.

We forwarded your request to the responsible department.

Once they checked your case, they'll contact you via email with the outcome.

I want to excuse the wait and inconvenience.

Best regards,

Wunderino

Posted on January 27, 2019

how long can it take? I waited for 2 weeks, but then wunderino flew out two downloaded documents without explanations and notifications.
e mail wunderino has no reaction

Posted on January 27, 2019

thank you very much for the help.wunderino confirms all the documents

AskGamblers
Posted on January 28, 2019

Dear @martinsnesterovs,

Please let us know if the issue has been resolved and if we may close this complaint as resolved? Please be in aware 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 January 28, 2019

now I can't count money on my bank account.

Posted on January 28, 2019

count the money in my wife's account because I paid the money from my wife's bank account.because said live chat that i need money to count on the bank account from which i make money.I also put my wife's bank account which they confirmed.brings a report that I can't cash in because it's not my bank account.What should I do next?

Posted on January 28, 2019

MARTINS: Did I pocket the money from my wife account ... because I do not have an online bank ..
Can I just take a picture of my credit card and upload it?
Jan. 17:18:39
FJan. 17:18:44
Fritz: (wunderino live chat)
Please send us a picture of the credit card you used in your player account (front and back); we have to see the first 6 and last 4 digits, but please cover the numbers in the middle. Make sure it's signed on the back.

Posted on January 29, 2019

Hallo

Please note that your verification is still not completed.

To finish your case it's nessecary to provide the requested documents.

Please send us the missing document.

Thank your for your understanding.

Best regards,

Wunderino

Posted on January 29, 2019

Your withdrawal was rejected on '29 / 01/2019 19:45:49 ', funds have been credited back to your player account, please contact our customer service if you have any questions regarding this transaction.but in my game account also did not get the money.where is the money then?

Posted on January 30, 2019

Hello

Thank you for contacting us again.

Our department has just completed your case and they have also sent you an email.

I also want to wish you a great evening.

Best regards,
Wunderino

AskGamblers
Posted on February 2, 2019

Dear @martinsnesterovs,

Please let us know if there's an update regarding your ongoing complaint. Please be in aware that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Posted on February 4, 2019

I said the deposit was made from the wife's account.wunderino's request to load a straightforward wife's account from which money was paid.wunderino accept it (VERIFICATION).then wunderino requested the wife's document to be able to make money.when i do everything wunderino asking me my winnings were confiscated due to the fact that I paid the money from the third person's account.I was then asked if my wife's documents were confiscated by money?

Posted on February 4, 2019

Dear Martins

We have reviewed the case involving your account and have completed the necessary investigation.

The case with your account has come due to multiple violations of our ToS (explained in our email)

We have reacted to the case following our Terms and Policies.

Best regards,

Wunderino

AskGamblers
Posted on February 4, 2019

Dear Wunderino Casino,

AskGamblers Complaints Team is kindly asking you to provide detailed explanation on the issue along with evidence which will support your accusations towards the player, with quoted terms that have been breached.

Upon AskGamblers Complaints Terms we consider all evidence strictly confidential and won't be publicly displayed or sent to the third party. Please send required information directly to suppor­[email protected]­skg­amb­ler­s.com.

Thank you in advance.

Posted on February 6, 2019

Hello Aksgamblers-Team

thank you for contacting us.

Our support has just sent you an email regarding this case.

Best regards,

Wunderino

Posted on February 9, 2019

Hallo Aksgamblers-Team

Please note, that we have been following our Terms and Conditions. Due to our GDPR regulation, we can not give out any personal and financial information of Players without their consent.

We would like to ask you to get a confirmation of the Player, so we can provide you with evidences for the case.
Thank you for your cooperation. We are awaiting your response.

Best regards,

Wunderino

AskGamblers
Posted on February 9, 2019

Dear Wunderino Casino,

Please be advised that AskGamblers Complaints Team requested written consent from the player.

Posted on February 9, 2019

Hello Askgamblers Team

our team has checked this case again and they have discovered that the User has breached our General Terms and Conditions and has multiple duplicate accounts.

Please be aware that it is not allowed for a User to create and/or use any additional User Accounts in order to gain additional access to bonuses and/frees pins.

The broken clause in question can be found below for you to read:
7.2 Any bonuses and/or free spins may only be used on a single occasion per Player's Account.

1.9 If you open or attempt to open more than one account, for whatever reason, the Gaming Operator may Close any or all of your accounts at its discretion. Should the Gaming Operator decide to leave one account open, it will be the first account that you opened with the Gaming Operator, to which your remaining deposits, if any, will be transferred. The Operator will deduct an administrative fee “Multiple Account Fee”, see Section 22, for every other account you opened as well as any other deductions that may apply in accordance with these Terms.

Should you have any further questions, please do not hesitate to contact us.

Best regards,

Wunderino

AskGamblers
Posted on February 11, 2019

During the course of the AGCCS process it became clear that player used payment method, more specific the bank account which does not belong to him, an important fact player somehow forgot to mention in his opening complaint message, and by that act violated casino Terms and Conditions 

1.8 In relation to deposits and withdrawals of funds into and from your player account, You shall only use credit card and other financial instruments that are valid and lawfully belong to you.

Based on the above, AskGamblers Complaints Team have no other option but to reject this complaint. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body. 

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