Wunderino Casino Support and Complaints Thread

Wunderino was founded by I-gaming veterans and launched in 2016. User Experience and Service are keywords as we understand the value of a happy customer. 

Support team are very fast!  

Hi Wunderino,

Welcome on board. We're happy to have you here with us. Hope you'll enjoy.  

Welcome to the LCB forum! Thanks for being here to assist our members:)

Guys, be carefully about Wunderino Reload Bonus. I had the offer of 50% reload bonus.

The wagering requirement is 90 times!

"Please note that if you accept the Bonus, the deposit and Bonus money merges together so that they have to be wagered 30x together."

Also the T&Cs of the Reload Bonus is hidden in a merged block below the Welcome Bonus/FS.

It was a shock for me, when I wagered the bonus more than 35 times and saw I still need to wager it more than 50 times. I closed my account, such a Wr of an operator with the MGA, this is a shame!

Thank you for letting us know TheFunMaster. We'll see what the casino rep is going to say. :) 

 I have complaint about this casino !Stay away they dont pay 20 euros !I won 20 euros from this casino and i sent the documents with purpose to verify my account !I visited yesterday this casino to  try to win more and i could not open my account  even if i put the correct username and password! I asked live chat what happened and they replied to me that they dont offer the product to my country so i cant open my account so they closed it! i checked all sites that promote casinos like lcb and show me that this casino accepts players from Greece!!I have screenshot ! Also when i register i had greece as an option !An empolyee of this casino ( Victor), before closed my account he says that it does not need to deposit to receive my winnings if i use bank transfer just need to send the documents !After some hours i speak at live chat with another employee ( Hannah) and i asked when they will pay my winnings and she answered me rude that what winnings you dont even deposit! So they want to deposit but i cant claim my winnings !ISo i tell her what Victor says for the payment and  i sent her also a screenshot of chat with Victor telling me( that it does not need to deposit with purpose to receive my winnings) and after that telling me that will forward my case !I got email today that this casino do not offer services to Greece and my account is closed permanently!I am 8 years player and this is the first time that casino closed my account !The mistake about the country it is their fault not mine!What a headache!

 I got also this email right now ! Why they did not  inform me earlier and closed my account earlier?They want you to deposit and when it is time to withdraw they dont pay !

Hi hkatd, 

We'll ask the Casino Rep to look into this. Please private message me your casino username. 

Hello hkatd, 

We've been informed by The Casino Rep that they have replied to your emails on January 23rd and explained what are their current regulations in regards to Greece. 

They answered me the following ( i posted also screenshot in my previous post )!But why they blocked my account after winnings it was 22 days active and without any change to my account (since 01/01/2020 stop to accept players from Greece) as they informed me ! 

Hello Hara,

Thank you for your email.

Unfortunately we are not accepting any customers from Greece since the 1. of January 2020.

Due to new regulations is Greece we are not able to payout any winnings.

The Terms & Conditions are beeing updated shortly.

We are sorry for the inconvenience.
​
Kind regards
Lisa

Hi hkatd, 

We've asked them to clarify this matter for you and reply here in the thread as well. Keep you posted. 

Ok Tania!I am waiting !

Hi hkatd, 

The Casino Rep informed us that they cannot disclose any info (related to individual cases) to third parties.
They've advised that you contact their support so that they can further clarify this matter for you. 

Hi hkatd,

Hope all is well with you.

My name is Sam and I'm working for Rhinoceros Group/Wunderino and as Tania mentions, we're not allowed to discuss individual cases with third parties due to regulations.

Therefore, we ask you to kindly contact our customer service team who'll be able to answer all your questions in live chat and/or email.

They're open 24/7 and there to answer your queries.

We're looking forward to hearing back from you and I'm wishing you a great day.

Best regards,

Sam

I sent you email ! I am waiting your response !

Hi Wunderino answered me the following so i will never get paid from this casino

Hello Hara,

Thank you for your email. There is only one thing to reply and this is the same as we have told you already in our previous emails.

"Unfortunately we are not accepting any customers from Greece since the 1. of January 2020.

Due to new regulations is Greece we are not able to payout any winnings.

The Terms & Conditions are beeing updated shortly.

We are sorry for the inconvenience."
​
Kind regards
Pamela

Team Wunderino

What about your deposits,that one too they can't give it back? can't they find other ways to pay like through Bitcoin or other crypto currencies

Hi hkatd, 

As previously advised, there is nothing that we further do from here. This is the response we got:

"Regarding the player in the discussion, unfortunately, we cannot give out his information to a third party."

We can suggest emailing their support and asking if they can return your deposit.

Which regulations will prevent a casino from operating and also allow the casino to keep previous users balance or deposits... won't it make option for user to get back what the casino owes?

Hi lucykray, 

Hope all is well. 

Not relating to the specific case mentioned above in this thread but in general - if someone who is not allowed to make a deposit somehow still would manage to do so, we have no right to keep the deposit amount and in case that would happen, we would pay the deposit amount back to the player. 

Best regards,

Team Wunderino

Hi! I did not deposit if you check my screenshots an employee named Victor write to me that it does not need to deposit to receive my winnings! Another mistake from this casino! After that an employee named Hannah tells me that it needs to deposit and after some hours I got email that my account closed permanently!