The player from the United States had won over a hundred dollars twice in one day with free spins, but the money was not credited to her account. She had evidence of this happening on three other occasions. However, after the player had provided more information, we discovered that the casino in question had been an app called Acorn, not a traditional online casino with an official website. As we were unable to handle complaints for casinos without official websites, we were unable to assist the player further and had to reject the complaint.
Acorn Casino - Player's winnings are missing.
Amount: $140
Acorn Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.4
Acorn Casino has a Safety Index of 5.4, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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9 months ago
I won 12 free spins betting 75 cents two times in one day and both times I won over 100$ but my winnings never went into my account .
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9 months ago
Dear staceyterry,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
Do I understand correctly that your winnings were not transferred to your casino profile?
Are the winnings visible in your gaming history?
Did you discuss this problem with customer support? What was their reply?
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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9 months ago
This was their response . That is the only game I like on their platform so I continue to play it however I have pictures of 3 other times it’s happened since this time .
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9 months ago
Could you please send me the screenshot of your gaming history showing your winnings? You can post it directly here, or you can send me an email. My email address is veronika.l@casino.guru. Thank you.
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9 months ago
Recently, we found out that Acorn was an app. I apologize, but we are not able to proceed with complaints unless the casino has an official website, because we have no option to add a casino like this to our database. I genuinely hope you will be able to find assistance on some other platform.
Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
