5900 € canceled due to violation of general terms and conditions
10th Dec. 2023, at 06:48 pm CET#1
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Hello,
i was in a hotel at the beginning of December (but already in Germany), but not at home. In the hotel itself I had access to WLAN. From there I made a Deposit at Wunderwins and in the end the clock stood at 5900 €.
Now, after more than a week, the payout has been rejected:
Hello, we are writing to you regarding your withdrawal request in the amount of €5,900.00. Unfortunately, we had to decline your withdrawal due to a violation of our terms and conditions, as you were playing with hidden IP addresses or using a VPN.
Therefore, your withdrawal request was rejected and the wins you made were canceled. Your original depositor has been refunded to your balance. You are welcome to submit a new withdrawal request.
The fact is, I did not use a VPN or a hidden IP. It was just the hotel wifi I was playing with. I also have some proof that I was there (booking confirmation, payment receipts, etc.)
Is the rejection of the wins justified? I was previously aware that VPNs can cause problems, but not if you are in a hotel, especially in Germany...
The location is irrelevant here. What is relevant is whether you actually played with a VPN or a hidden IP. Nowhere in the terms and conditions does it say that you can only play at home. If so, then it's really unfortunate. You should have checked with the hotel beforehand whether the IP is hidden in the Wi-Fi. I don't think so much about VPN, as VPN can be very slow in the W-LAN. It is usually used with the Ethernet cable.
5900 € canceled due to violation of general terms and conditions
10th Dec. 2023, at 07:19 pm CET#4
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Thanks for the answers. I have now requested the screenshots from them, as they were not included in the email as announced. After that I will know exactly what the problem is.
5900 € canceled due to violation of general terms and conditions
10th Dec. 2023, at 07:22 pm CET#5
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mikejonesmaen wrote on 10.12.2023 at 19:19: Thanks for the answers. I have now requested the screenshots from them first, as they were not included in the mail as announced. After that I will know what exactly the problem is.
I would ask for the exact reason. They can certainly name the violation explicitly.
5900 € canceled due to violation of general terms and conditions
10th Dec. 2023, at 07:29 pm CET#6
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Thank you, I have asked explicitly. Stupid questions: Is Wunderwins still a partner casino here and does anyone from the GJ team have contact with them?
5900 € canceled due to violation of general terms and conditions
10th Dec. 2023, at 07:49 pm CET#7
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mikejonesmaen wrote on 10.12.2023 at 19:29: Thanks, I asked explicitly. Stupid questions: Is Wunderwins still a partner casino here and does anyone on the GJ team have contact with them?
No idea, but I had a look and found this:
Does not accept players from Germany
I also found a similar case. A German player deposited €100 in September this year and won €6000. After Verification, they accused him of using the VPN and did not respond to the complaint.
5900 € canceled due to violation of general terms and conditions
10th Dec. 2023, at 08:11 pm CET#8
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The former with German players is probably wrong, AGB says:
2.8. use of the online casino is prohibited in countries where you are a resident of one of the following countries:
Afghanistan, Barbados, Burkina Faso, Cayman Islands, Democratic People's Republic of Korea (DPRK), Democratic Republic of Congo, Haiti, Iran, Jamaica, Jordan, Mali, Malta, Mozambique, Myanmar, Nigeria, Ontario, Panama, Philippines, Russia, Senegal, South Sudan, Syria, Tanzania, Trinidad and Tobago, Uganda, United Arab Emirates, USA, Vanuatu, Yemen or in any other jurisdiction where your participation would be contrary to applicable law or regulation.
The latter is of course annoying, but now I'm waiting to see if I get a response from the casino.
5900 € canceled due to violation of general terms and conditions
10th Dec. 2023, at 08:27 pm CET#9
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Sounds to me like a rip-off scam to avoid paying out. If you'd lost 5,000 and wanted to pay out 200, they certainly wouldn't cancel your win because you were in a hotel.
Unfortunately, they have an Indian license, which means you can't really do anything legally. Even Canada condemns their license, but can't really do anything about it.
So it's very difficult. The only thing that could help you are platforms where the casino is listed and the public damage to their image could possibly lead to a good solution. Of course, it would be great if Gamblejoe had a direct line to them.
5900 € canceled due to violation of general terms and conditions
10th Dec. 2023, at 09:01 pm CET#10
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mikejonesmaen wrote on 10.12.2023 at 20:11: The former with German players is probably wrong, AGB says:
2.8. use of the online casino is prohibited in countries where you are a resident of any of the following countries:
Afghanistan, Barbados, Burkina Faso, Cayman Islands, Democratic People's Republic of Korea (DPRK), Democratic Republic of Congo, Haiti, Iran, Jamaica, Jordan, Mali, Malta, Mozambique, Myanmar, Nigeria, Ontario, Panama, Philippines, Russia, Senegal, South Sudan, Syria, Tanzania, Trinidad and Tobago, Uganda, United Arab Emirates, USA, Vanuatu, Yemen or in any other jurisdiction where your participation would be contrary to applicable law or regulation.
The latter is of course annoying, but now I'm waiting to see if I get a response from the casino.
Unfortunately, that's what it says on the page where I found the case. It's a page that Falke described. Casinos are publicly listed there and complaints/problems are shown. Unfortunately, I can't post the name, but if you google Wunderwins, you'll quickly find it.
Edit: maybe Germany is included. Read the last part: "... or in any other jurisdiction where your participation would be contrary to applicable law or regulation."
5900 € canceled due to violation of general terms and conditions
10th Dec. 2023, at 09:33 pm CET#12
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According to the terms and conditions, you are apparently right, you are not allowed to play there...But the fact is that they (the casino group, including stake7, CashiMashi, etc.) have always paid out without any problems for me so far. That doesn't seem to be the problem, they also say it's the VPN/IP.
Theoretically also at all other casinos that do not have a German license. Otherwise, the awarding of the license would be pointless if casinos with a different license were still playable.
@mikejonesman yes, but unfortunately the problem is that your options for lodging a complaint (and possible payout) are very limited. If they think you've breached their terms and conditions (using a VPN tunnel or similar) and they don't want to pay you out because of it, then there's really very little you can do. If other casinos pay out, then it's fine, but you'll be left holding the bag as soon as a problem arises and they don't want to pay out.
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5900 € canceled due to violation of general terms and conditions
10th Dec. 2023, at 10:33 pm CET#14
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So when I read through this, then I was still lucky.
I played in stake7 via their WLAN in hospital some time ago and won €1600, which was also paid out.
Or am I misunderstanding something?
Or is it also about the VPN?
Because there are a lot of posts here where free spins only work with VPN...
Then you don't need to do that anymore, do you?
5900 € canceled due to violation of general terms and conditions
10th Dec. 2023, at 10:37 pm CET#15
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HerrLauer wrote on 10.12.2023 at 22:33: So if I read through this here then I was still lucky.
I had played in the hospital some time ago via their WLAN in stake7 and 1600€ won were also paid out.
Or am I misunderstanding something?
Or is it also about the VPN?
Because there are a lot of posts here where free spins only work with VPN...
Then you don't need to do that anymore, do you?
The VPN thing is completely unnecessary and the casinos are simply keeping another option open to cheat players out of their money.
There are so many casinos where you can play with a VPN and it is even advertised on the website. Yes, some even offer VPN access directly.
No one can tell me why this should suddenly be so bad for some casinos. Casinos that do not allow VPN should be avoided as a matter of principle, simply because it is too often misused to avoid having to pay out players.
5900 € canceled due to violation of general terms and conditions
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i was in a hotel at the beginning of December (but already in Germany), but not at home. In the hotel itself I had access to WLAN. From there I made a Deposit at Wunderwins and in the end the clock stood at 5900 €.
Now, after more than a week, the payout has been rejected:
Hello,
we are writing to you regarding your withdrawal request in the amount of €5,900.00. Unfortunately, we had to decline your withdrawal due to a violation of our terms and conditions, as you were playing with hidden IP addresses or using a VPN.
Therefore, your withdrawal request was rejected and the wins you made were canceled. Your original depositor has been refunded to your balance. You are welcome to submit a new withdrawal request.
The fact is, I did not use a VPN or a hidden IP. It was just the hotel wifi I was playing with. I also have some proof that I was there (booking confirmation, payment receipts, etc.)
Is the rejection of the wins justified? I was previously aware that VPNs can cause problems, but not if you are in a hotel, especially in Germany...
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5900 € canceled due to violation of general terms and conditions
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Then you can only hope for goodwill because you didn't have anything to do with it directly, but at 5900 € I see black if you are not a super customer
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5900 € canceled due to violation of general terms and conditions
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5900 € canceled due to violation of general terms and conditions
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5900 € canceled due to violation of general terms and conditions
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I would ask for the exact reason. They can certainly name the violation explicitly.
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5900 € canceled due to violation of general terms and conditions
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5900 € canceled due to violation of general terms and conditions
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No idea, but I had a look and found this:
Does not accept players from Germany
I also found a similar case. A German player deposited €100 in September this year and won €6000. After Verification, they accused him of using the VPN and did not respond to the complaint.
So it doesn't look good.
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5900 € canceled due to violation of general terms and conditions
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2.8. use of the online casino is prohibited in countries where you are a resident of one of the following countries:
Afghanistan, Barbados, Burkina Faso, Cayman Islands, Democratic People's Republic of Korea (DPRK), Democratic Republic of Congo, Haiti, Iran, Jamaica, Jordan, Mali, Malta, Mozambique, Myanmar, Nigeria, Ontario, Panama, Philippines, Russia, Senegal, South Sudan, Syria, Tanzania, Trinidad and Tobago, Uganda, United Arab Emirates, USA, Vanuatu, Yemen or in any other jurisdiction where your participation would be contrary to applicable law or regulation.
The latter is of course annoying, but now I'm waiting to see if I get a response from the casino.
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5900 € canceled due to violation of general terms and conditions
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Unfortunately, they have an Indian license, which means you can't really do anything legally. Even Canada condemns their license, but can't really do anything about it.
So it's very difficult. The only thing that could help you are platforms where the casino is listed and the public damage to their image could possibly lead to a good solution. Of course, it would be great if Gamblejoe had a direct line to them.
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5900 € canceled due to violation of general terms and conditions
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Unfortunately, that's what it says on the page where I found the case. It's a page that Falke described. Casinos are publicly listed there and complaints/problems are shown. Unfortunately, I can't post the name, but if you google Wunderwins, you'll quickly find it.
Edit: maybe Germany is included. Read the last part: "... or in any other jurisdiction where your participation would be contrary to applicable law or regulation."
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5900 € canceled due to violation of general terms and conditions
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stake7 CashiMashi etc
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5900 € canceled due to violation of general terms and conditions
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5900 € canceled due to violation of general terms and conditions
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Theoretically also at all other casinos that do not have a German license. Otherwise, the awarding of the license would be pointless if casinos with a different license were still playable.
@mikejonesman yes, but unfortunately the problem is that your options for lodging a complaint (and possible payout) are very limited. If they think you've breached their terms and conditions (using a VPN tunnel or similar) and they don't want to pay you out because of it, then there's really very little you can do. If other casinos pay out, then it's fine, but you'll be left holding the bag as soon as a problem arises and they don't want to pay out.
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5900 € canceled due to violation of general terms and conditions
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I played in stake7 via their WLAN in hospital some time ago and won €1600, which was also paid out.
Or am I misunderstanding something?
Or is it also about the VPN?
Because there are a lot of posts here where free spins only work with VPN...
Then you don't need to do that anymore, do you?
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5900 € canceled due to violation of general terms and conditions
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The VPN thing is completely unnecessary and the casinos are simply keeping another option open to cheat players out of their money.
There are so many casinos where you can play with a VPN and it is even advertised on the website. Yes, some even offer VPN access directly.
No one can tell me why this should suddenly be so bad for some casinos. Casinos that do not allow VPN should be avoided as a matter of principle, simply because it is too often misused to avoid having to pay out players.
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