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Wunderino Casino - Withdrawal of €150 delayed for weeks

REJECTED
Complaint Info
Disputed casino Wunderino Casino
Reason Delayed payment
Amount € 150
Posted on May 29, 2019

On April 16. I have made a bank transfer withdrawal for 150€, than on April 17. I had to make it again because Wunderino returned that withdrawal back on my players account and I have send all documents needed for verification, few times over but I still did not got my wining. Thank you. Ilija < surname removed >.

Posted on June 2, 2019

Hello

excuse the delayed reply.

I have checked your verification and I can see that your verification has not completed as yet. Please send all the requested documents to our payment team, so they can complete your verification.

Please be advised that you cannot withdraw until your account has been verified.

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

Wunderino

Posted on June 2, 2019

I have sent all documents to wunderino, account number, pic of card I used in all transactions, original bill that has my name and adress, pic of my drivers licence and they had no problem taking my money from that account and in the past they paid all my withdrawals on that account and now it is problem to make withdraw when I have sent my personal documents? Who is crazy in this story now?
Ilija K.

AskGamblers
Posted on June 6, 2019

Dear Wunderino Casino,

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

Posted on June 6, 2019

Hello

sorry for the delayed answer.

I have checked your case again and I can see, that there are still missing some documents.

We would like to kindly ask you to send us the documents, what we have asked from you. Please note that until we can not finish your verification, we cannot proceed your withdrawal.

Thank you for your understanding.

Best regards,
Cecilia

AskGamblers
Posted on June 8, 2019

Dear Wunderino Casino,

Please let us know what exact documents player failed to provide in order to successfully complete the verification?

Thank you..

Posted on June 12, 2019

Hello

thank you for contacting us again.
Please note that we can not proceed your withdrawal until you not complete your verification.

Please send the documents to our verification department in the following:
-Copies of both sides of your credit card, we need to see the 6 first and 4 last digits of your card, you can cover up the ones in the middle. Make sure it is signed on the backside.(We need to see all 4 corners)

-A print screen (or paper statement) of your bank statement that shows your name and account number (we need to see the full IBAN)

Please note that all documents must not be truncated (we must see all 4 corners) to be approved.

We only accept colored digital copies or original PDFs sent by e-mail.

Best regards,

Wudnerino

AskGamblers
Posted on June 15, 2019

Dear @Ilija69,

Please let us know if you have cooperated the casino and sent the required paperwork. Please be in aware in case you fail to respond within the given time AskGamblers Complaints Team will have no other option but to reject this complaint upon submitter's unwillingness to cooperate.

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