Wonder Casino

VISA

Hi Ochan2 - welcome to ThePOGG.com!

There are a few points we need to clarify with you before we can proceed. 

Firstly, you repeatedly refer to "we", suggesting multiple parties submitting this complaint. I entirely appreciate that this may be a translation issue, but can you confirm that this is a issue you are experiencing personally, rather than a problem experienced by multiple parties that you are representing?

Secondly - I cannot see what you are referring to about "false... payment information" being prohibited in the terms and conditions that the operator provides. The user agreement for any gambling operator tend to place restrictions on the user, rather than put in place terms that the operator can violate. The passage detailing "fake" documents is specifically in reference to player submission of documents, it would not activate in favor of a player simply because a payment has been delayed.

When did you submit this withdrawal originally?

Thanks,

ThePOGG

Dear THE POGG

Thank you for your assistance.
Thank you for contacting me.


I apologize for the explanation, which is difficult to understand due to a translation glitch. As you said, it is my personal complaint.

I submitted my withdrawal request on 3/18.


I have a complaint about the fact that the withdrawal request I made on ▪️3/18 was not credited, and that the company continued to engage in fraudulent activities (false reporting), which are prohibited under the Terms of Service, and ultimately ran away with no response.
A summary is provided at the bottom of this page.



The Terms of Service states the following

https://casino-wonder.com/terms/condition


2-(4). Responsibility for Account Registration Information

→ You are responsible for providing true and accurate personal information. This personal information includes, but is not limited to, payment information.


3-(11). Prohibition of Cheating by Players

You understand and agree in advance that this site strictly prohibits any kind of cheating, including collusion and conspiracy by players.

→ It says "including" so it covers all fraudulent activity associated with the site.

It says "acknowledges," so the player "acknowledges within the Terms and Conditions" the rules proposed by the operator.

Therefore, the operator's misconduct is a "breach of the Terms of Service (breach of contract).


The following text is what to do when a player violates this clause.

If the site, in its sole discretion, determines that the player in question is cheating or is suspected of cheating, the site reserves the right to void the subject bet and all associated activity for any reason whatsoever, forfeit funds, and suspend the account.


It says "forfeiture of funds for any reason whatsoever."

This time, since the operator continues to violate the Terms of Service by making false reports, we are requesting a similar "offset settlement of incoming and outgoing amounts" as a solution.



(Brief description)

3/20
(1) When we inquired about the undeposited funds, the operator responded that he had confirmed the completion of the withdrawal process to the bank account.

3/21
(2) Upon learning the fact that the funds had in fact not been transferred, the operator reported, "I received a call from the bank this morning. The funds were returned today," he reported.


→ Upon receiving the above response, the operator's false report was discovered for the following reasons.

(3) 3/21 was a national holiday and Japanese banks were not open for business.
(4) The attached image states "3/18, funds returned".



3/24
Upon inquiring about the above report, the following response was received

(5) On 3/21, we were informed by the settlement provider that "the funds were actually returned on the 18th.

(6) There was a time lag in reporting due to the delay in communication from the settlement company.

→ If the funds had been returned on the 18th, there is no way that we would have been able to confirm the "completion of the withdrawal process to the bank account" on the 20th.

→ The operator falsely reported that the funds had been returned today, despite being informed that they had been "refunded on the 18th."



When I inquired about the above false report, I received the following report.

Apr. 06
(7) We had not received any contact from the settlement company, so we thought that the remittance processing had been completed.

(8) The settlement company informed us at 11:20 a.m. on 3/21 that the money had been returned on the 18th.

(9) Without checking the date on the detailed statement image, I recognized only the time and reported that "the funds were returned this morning.

The above is an outline.




The following is a summary of the main points.

The case that you responded that you "confirmed" on 3/20, you responded in the report at (7) that you were aware that the withdrawal had been completed, and that you did not actually confirm the withdrawal.


As for the matter of "the bank contacted me," I have no excuse, so I am running away with no answer.

* I have confirmed this with the relevant bank.
They responded that if the funds were returned, an automated email was sent out when they were returned and that they did not contact me by phone. I also got confirmation that the bank was closed that day. Therefore, it is a false report.


When I pointed out (3) and (4) in response to the "report that the funds were returned today," the operator changed his answer to (8).

Attached image shows "3/18" and "funds returned".


As to why the operator responded that the funds were returned this morning, the operator replied, "I didn't check the date."

2023/03/18 11:09."
The operator said he saw this notation and did not check the date.

Can you believe this story?


Within the email, "At 11:20 on 3/21, I was informed by the settlement provider that the funds had been returned on the 18th." The report also states.

▪️At 11:20 on 3/21/21, I was informed that the funds were returned on the 18th.

▪️Without checking the date of the refund, I gave the information that the funds were returned this morning.

The above responses are contradictory and one of them is always a lie.


The operator continued to make false reports repeatedly, and when he could no longer make excuses, he fled with no response.

He made a "false report of payment information," which is prohibited in violation of the Terms of Service, and when his lie was discovered, he lied again and when that lie was discovered, he told another lie and ran away.

This is truly unforgivable.

 We ask for your support.

Best regards

Dear THE POGG

Thank you for your assistance.
I apologize for the consecutive e-mails.

I just sent you an email and then tried to log in to Wonder Casino.

However, my account was frozen.

You should have had a balance left.


I believe they froze my account to avoid pursuing a violation of the Terms of Service.

Is this kind of unfair behavior allowed?

I would appreciate your assistance.

Hitomi

Hi Ochan2,

Thanks for providing more information.

Firstly, the terms that you have quote very clearly place requirements on the way in which the player (you) will act. They do not create any restrictions for the operator. The "you" in the terms is the party accepting the terms, which you did at point of registration.

Secondly, much of what you are representing as either "fraud" or "lies" could mundanely be explained as errors or miscommunications.

If I'm understanding you correctly, this entire issue can be summarised as: You submitted a withdrawal and you have not received it. 

The back and forth between you and the operator's support team could certainly be characterised as poor customer service, but would not in itself be grounds for us to pursue anything other than to have the withdrawal appropriately paid.

How much was this withdrawal for in monetary terms?

Thanks,

ThePOGG

Hi Ochan2,

I'm following-up on the above?

Thanks,

ThePOGG

Hi Ochan2,

If we haven't heard from you by Friday the 9th of June we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

*The casino subject of the complaint is Wonder Casino.
 https://casino-wonder.com/
 
 
 Thank you for your help.
 
 The operator of this casino has made three false reports of "payment information", which is prohibited by the Terms and Conditions, and then has gotten away with no response.
 
 The Terms of Service prohibits falsification of documents and fraud, and states "forfeiture of funds" if discovered.
 
 Since the operator has repeatedly violated the terms of service, we are demanding the confiscation of funds (offsetting and liquidating the amount received and disbursed).
 
 We appreciate your support.

Wonder Casino - Terms of Service Violation

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