The player from Germany faced withdrawal issues after his request was canceled due to a violation of bonus terms related to the game Wanted Dead or a Wild by Hacksaw, which was not initially listed. He reported that no software warning was shown when he accessed the restricted game, and he could not export his gameplay history. The casino later canceled the transaction and refunded his 80€ deposit. We were unable to proceed further because the casino repeatedly failed to respond, so the complaint was closed as unresolved.
ShinyWilds Casino - Player's withdrawal is canceled.
Unresolved
Our verdict
No reaction policy
Black points: 239
Amount: €3,000
ShinyWilds Casino
Safety Index 4.1 LowCase summary
Discussion
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3 weeks ago
Translation
Apparently, I violated the bonus terms and conditions. Wanted Dead or a Wild by Hacksaw wasn't on the list. Now it is, and my withdrawal has been canceled.
Automatic translation:
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3 weeks ago
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3 weeks ago
Hello,
Thank you for submitting your complaint. I’m sorry to hear about your experience at ShinyWilds Casino. We believe that restricted games for bonus play should be blocked and that this rule should be implemented at the software level—meaning the casino's software or website should prevent players from placing bets on games that are not permitted during bonus wagering. That would be the ideal solution. Alternatively, at the very least, players should be notified when they access a restricted game that it cannot be played while their bonus is active.
- Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
- Do you have access to your gameplay history in your account? If yes, could you please share it with us?
- If there is any other relevant communication between you and the casino, please forward it to attila.g@casino.guru. Alternatively, you can post it here.
Looking forward to hearing from you.
Best regards,
Attila
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2 weeks ago
Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
No, there are no warnings.
Do you have access to your gameplay history in your account? If yes, could you please share it with us?
I cant Export it, here is a Screenshot.
Sensitive attachment
Sensitive attachment
2 weeks ago
seems like they now cancelled the transaction and refunded my deposit of 80€...
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2 weeks ago
Dear wanT,
Unfortunately, we have reached a point where we are unable to move forward with your complaint. Normally, we would contact the casino and ask them to provide their explanation and cooperate with the investigation. However, this casino currently has 10+ complaints that have been closed under our "No Reaction Policy," which clearly indicates that it is not willing to cooperate with us.
Therefore, we are unfortunately forced to close your complaint as "Unresolved." This will affect the casino’s overall rating. I understand that this is not a satisfactory resolution to your issue. However, unresolved complaints negatively affect the casino’s rating and may encourage the casino to reconsider its approach to cooperating with us.
Regrettably, we have no other option at this stage, as ShinyWilds Casino has repeatedly failed to respond to our attempts to mediate various issues. We have sent numerous emails and attempted to communicate with its live chat representatives and affiliate team. Unfortunately, despite our continued efforts, we have been unable to establish meaningful communication with the casino. You can review our previous unsuccessful attempts to negotiate with the casino in other complaints.
For this reason, we strongly recommend staying away from ShinyWilds Casino.
The casino can reopen this complaint at any time should it decide to cooperate with us.
In the meantime, you may also wish to contact the Curaçao Gaming Control Board and submit a complaint to them. Please note that the regulator states that it does not handle individual disputes between players and operators. However, if you would still like to contact them, you can do so through their official contact page: Curaçao Gaming Control Board – Contact
I am sorry that we could not be of more help on this occasion, and I appreciate your understanding.
Best regards,
Attila
