Hello.

I won money at Wunderino. They refuse to pay out. I have deposited several times on different days. Never won anything. Now I deposited €10 and won €50.01. I wanted to have this paid out. As a result, my account was blocked and verification requested. I have already submitted the documents for verification more than 10 times. So they now have everything at least 10 times.

now emails are still coming in which they request the documents again. Wunderino stops me.

Hallo.

mich habe bei Wunderino Geld gewonnen. Diese weigern sich mit der Auszahlung. Ich habe mehrmals eingezahlt gehabt an verschiedenen Tagen. Nie etwas gewonnen. Jetzt hab ich 10€ eingezahlt und 50,01€ gewonnen. Diese wollte ich auszahlen lassen. Daraufhin wurde mein Konto gesperrt und die Verifizierung beantragt. Die Unterlagen zur Verifizierung habe ich schon über 10 mal komplett eingereicht. Also die haben nun alles mindestens 10 mal.

jetzt kommen immernoch emails in dessen sie die Unterlagen erneut anfordern. Wunderino h?lt mich hin.

Dear JanHa1997 ,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Could you please advise which documents you have already provided and when exactly did you send the last one? What documents have been rejected by the casino or have been requested from you multiple times?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

Hello.

I submitted all the documents that Wunderino requested.

• unemployment notice
• identity card
• statement of account
• invoice with my address on it
• image of credit cards

Now they are asking for a picture of my girlfriend's identity card and her credit card statement.

this has nothing to do with my player account??

we have a joint account with Visa debit cards. I have often used both to make deposits and withdrawals at Wunderino without any problems

Hallo.

ich habe alle Unterlagen die Wunderino angefordert hat eingereicht.

• Arbeitslosenbescheid
• personalausweis
• kontoauszug
• rechnung auf dessen meine Adresse steht
• bild der Kreditkarten

nun fordern diese ein Bild des Personalausweises meiner Freundin und deren kreditkartenabrechnung.

diese hat doch garnichts mit meinem spielerkonto zu tun??

wir führen ein gemeinsames Konto mit Visa Depitkarten. Beide habe ich sch?n des ?fteren zur Einzahlung und Auszahlung bei Wunderino problemlos genutzt

Hello

what is now!?

Hallo

was ist nun!?

Thanks for the explanation, JanHa1997.

Before we contact the casino would you be able to confirm if all the credit cards were issued to your joint account? Were you able to provide the document the casino requested yet? Would you be able to forward me the communication between you and the casino regarding the issue? My email address is [email protected]

I'll await your reply.

Is everything forwarded

Ist alles weitergeleitet

Thanks for your emails, JanHa1997.

Please check our Fair Gambling Codex for Players:

"Payments

For deposits and withdrawals, you should only use bank accounts and credit cards held in your own name. If you don't do this, you might get into trouble when trying to make a withdrawal. This rule is mostly in place to prevent credit card misuse and also because of international anti-money-laundering regulations."

Please understand that this rule has been breached. Some exceptions might be allowed by casinos when depositing funds from a joint card, which doesn't seem to be the case here. If you’re not able to prove that you are a legitimate owner of the payment method, I’m afraid there’s not much we can do for you.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I?could be of more help. Thank you in advance for your reply and understanding.

The card is my girlfriend

Die Karte ist meiner Freundin

However, my bank does not issue a credit card statement

Meine Bank stellt aber keine Kreditkarten Abrechnung aus

Thank you for the reply, however as I explained, there is nothing we can do to help on the occasion if you played with money that was issued on your girlfriend's credit card. I strongly advise using strictly payment methods in your own name when playing in online casinos in the future.

Please do not hesitate to contact us if you run into issues with any online casino in the future.