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Wunderino Casino - Verification process takes too long time and the account is locked during this verification process

UNRESOLVED
Complaint Info
Disputed casino Wunderino Casino
Reason Verification issues
Amount € 700
Tmu
Posted on December 1, 2020

I won a small amount (700€) and started the withdrawal process. Less than one day after starting the withdrawal the casino asked documents to verify my account. The documents were quite standard except a photo with my face, driving license and a hand written note. At the same time the withdrawal was cancelled and my account locked.

I sent the documents few hours later and haven't heard anything from them in several days. I have sent two emails to finance team but no answer.

Customer care team in chat keeps saying the verification may take a day or two more.

Now the typical verification time has passed and no answer still from the finance team.

Tmu
Posted on December 2, 2020

No progress so far. I have been asking the situation daily via chat on wunderino site. The response is always the same - the process is still on-going. Estimates for finishing the verification has varied from 1-? days. Basically the first answers were quite optimistic - 1-2 days. Now last two answers have been still 72 hours and "no estimate".

Tmu
Posted on December 4, 2020

Status update:
Yesterday evening I received an email saying my bank statement document was rejected.

That was a .pdf format original bank statement ocumebt directly from my bank. It had the bank's details, my full name and afress, all of my bank account's details (like IBAN and BIC).

I have also sent several screenshots from my webbank and a screenshot of the casino deposit made by Trustly.

Because I have already sent the original .pdf format bank statement I do not understand what else is needed and how could I provide more evidence.

Please help me to understand what kind of document is needed. I have been able to verify my account during past ten years in more than twenty online casinos and now somehow Wunderino is not accepting the documents I am providing.

@AskGamblers - I am more than happy to provide the exact same documents to you if you can help me.

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