KnightSlots Casino Ontario - Player’s winnings have not been credited.

So on March 7th, 2026 playing in Playtech Blackjack VIP 9 lobby at approximately 4:40pm I had placed $150 on the table and was the only player sitting at the table at this time and I waited for the dealer to completely shuffle. Then the FIRST hand after the shoe change while still having $150 on the table I beat the dealer and won And it showed "you won $300." Then the $300 winnings were never credited to my account.

I have followed up in the live chats and they have not been helpful at all, they just request that I email support and the maximum time it will take is 96 hours. I emailed the support team on March 7 th which was well over 96 hours ago and still haven’t heard a peep. The unfortunate part is that exact bet is not showing in my bet history. I have attached a screenshot of the history of the bets I had placed right before the shoechange and the funds not being credited to my account. I had also sent a screenshot of my email to the support team.

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the issue you experienced during your gameplay.

From your description, it appears that the specific bet and win are not visible in your gaming history. Without any record of the round in the betting history or other supporting evidence (such as a video recording of the gameplay), we would unfortunately not be able to confront the casino, as there would be no identifiable round for them to review.

To better understand the situation, could you please clarify the following:

• Do you have any video recordings, game history logs, or any additional screenshots showing the moment the win of $300 appeared on the screen? If so, please send them to my email at veronika.f@casino.guru.
• Could you please provide your full gaming/bet history from around the time the incident occurred (including the minutes before and after the reported round)?
• Have you received any response from the casino’s support team since sending your email?

If you are able to provide any additional evidence or documentation that could help identify the round in question, we will gladly review it and determine whether we can proceed with the complaint. Thank you in advance for your reply.

Best regards

Veronika