Wunderwins Casino - Hráč neobdržel cashback bonus.

I deposited for the 500%+90FS bonus and converted the 500%, whereby I climbed up my status in the last 2 days until just before 5LevelUp.

As far as I know, the cashback is automatically credited at 5:00 am on Saturday.

With the status climbed up until just before the 5LevelUp, today (Saturday) in the morning from 5.00 a.m. 7% cashback of my lost real money stakes should have been automatically credited to my player account.. but it is not.

I also described my request to support and I would then have to get an upgraded 5 LevelUp's cashback bonus, but chat service Katy was not helpful at all and said she should also get an email confirmation and I didn't get such a confirmation.

Chatservice Katy just ended the chat.

Send attachments to understand the process.

Cumulation as follows:

5Level Up Points: 2,800:0.25=

11,200€ Real G.Vel.

€11,200:100×7%(CB)=

784€(CB)

Ich habe für den 500%+90FS Bonus eingezahlt und die 500% umgesetzt, wobei ich mit mein Status noch in den letzten 2Tagen zusätzlich, bis kurz vor 5LevelUp hochgeklettert bin.

Soweit ich weiß, wird der Cashback Samstag morgens 5.00Uhr automatisch gutgeschrieben.

Mit der bis kurz vor dem 5LevelUp hochgeklettertem Status, hätte heute (Samstag) morgens ab 5.00Uhr automatisch 7%Cashback meiner verlorenen Echtgelteinsätze auf mein Spielerkonto gutgeschrieben sollte.. ist es aber nicht.

Support habe ich mein Anliegen auch so beschildert und ich darauffolgend hochgestuftem 5 LevelUp's Cashback Bonus bekommen müsste, aber Chatservice Katy war überhaupt nicht behilflich und meinte auch email Bestätigung zu kriegen sollte und so eine Bestätigung bekam ich nach nicht.

Chatservice Katy hat den Chat auch einfach beendet.

Schicke Anhänge zum nachvollziehen, des ablauf hergangs.

Kumulierung wie folgt:

5LevelUp Points: 2.800:0.25=

11.200€ Echtg.Vel.

11.200€:100×7%(CB)=

784€(CB)

Dear Slider38,

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

I checked the casino bonus terms and conditions and I found this:

https://wunderwins.com/bonus-terms

2.3.6. Cashback can’t be combined with any other bonuses or promotions. If you have an active bonus no cashback can be earned until the completion or failure of the active bonus or promotion is achieved.

If during your game activity, you played with an active bonus and haven't made any other deposits, there were probably no net losses on your account.

Please understand the systems for awarding cashback bonuses are automatic and it's unlikely there was any mistake made in awarding you a cashback bonus.

Also, please note we cannot ask the casino to award you any bonus or offer any compensation or punish them if they won't do so. Please let me know if I overlooked any information, or have any other concerns, otherwise, I'll be forced to reject the complaint as unjustified.

Looking forward to hearing from you.

Best regards,

Tomas

I converted 500% for the €10, completed it and was lucky enough to climb the 5LEVELUP with real money within a few hours.

I also have screenshots with my LevelUp status, I also got an email that I will be credited on Saturday 5:00 a.m. if I am eligible, but nothing was credited to my player account. I received an email confirmation for my verification a long time ago and have been seeing since yesterday it's not completed and they still need my current proof of address strangely enough

500% für die 10€ habe ich umgesetzt, abgeschlossen und habe viel Glück mit Echtgeld die 5LEVELUP innerhalb ein paar Stunden hochgeklettert.

Ich habe auch Screenshots mit meinem LevelUp Status, ich habe auch email bekommen das ich am Samstag 5.00Uhr gutgeschrieben bekomme wenn ich dazu berechtigt bin, trotzdem war nichts auf mein Spielerkonto gutgeschrieben.Ich habe eine Email Bestätigung für meine Verifizierung schon längst bekommen und sehe seit gestern das es nicht abgeschlossen ist und sie immer noch meine aktuelle Adressnachweis brauchen komischerweise

thanks for the update, Slider38.

Balance gained and lost with the help of a bonus will most likely not be counted towards net losses for cashback eligibility.

Could you please advise which documents you have already provided and when exactly did you send the last one? Do I understand correctly that verification of your proof of address document is currently preventing you to withdraw your winnings? Have you provided all the required documents as soon as possible and in the correct format? I'll await your reply.

Dear Slider38,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.