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Wunderino Casino - Verification process delayed again and again

RESOLVED
Complaint Info
Disputed casino Wunderino Casino
Reason Verification issues
Amount € 950
Posted on January 12, 2019

Credit Now on my Wunderino account : 950 €uro


On 23.12.2018 I won the Jackpot in the game Holmes over 1300 Euro at Wunderino.
On 24.12.2018 I was asked to send documents for verification. These
I have on 24.12. uploaded and also sent by email. After that I waited 7 days and it
nothing happened.

After various questions then came an answer on 04.01.2019:

Hello Arndt,

Thank you for your documents.


To complete your verification we need the following documents:


* proof of your used credit card with the final digits: * 2596


Yours sincerely
Team Wunderino

After that, nothing happened.

On request in the live chat was written that Wunderino would have received any documents at all
and I was sent an upload link to upload documents. How can that be all my documents
did not arrive by e-mail and upload? The verification now takes place since 24.12. and you have too
receive all documents by e-mail. Everytime something else is told in the live chat.

Why does the verification take 17 days already?

Posted on January 14, 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.

Best regards,

Wunderino

Posted on January 16, 2019

Hello

thank you for contacting us.

I have checked your case and I can see that your verification was started on the 24/12/2018. You have uploaded your documents on that day indeed. Unfortunately we had a big delay for the payouts and for the verification during the Christmas season, so we checked your documents on the 04/01/2019. Unfortunately your documents were not completed and we had to ask for some of the documents again.

I can see that your account is now fully verified and your payouts has been approved as well.

I want to excuse the wait and inconvenience.

As a small compensation, we have credited your account 30.00 EUR Bonus.

If you have further questions please do not hesitate to contact us.
I also want to wish you a great day.

Best regards,
Wunderino

AskGamblers
Posted on January 16, 2019

Dear @Gripnserve,

Please confirm if the issue has been 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 18, 2019

Hello , yes now all is OKAY ! Thank you Askgamblers and also Wunderino Team :-)

AskGamblers
Posted on January 18, 2019

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.

Wunderino Casino Complaints

  • 157 of 172 resolved
  • 1 day avg response
  • 1 week avg complaint life
  • 4,726 USD avg amount

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