WishWin Casino - Player’s withdrawal is delayed due to a game malfunction.

Hi,

Approximately 5 weeks ago I was playing a game provided by you on the wishwin.com site - I was in game play where I purchased with real money - the bonus feature. The money was deducted from my account and the game froze and became unavailable.

I contacted support via chat and at support@wishwin.com. I supplied an explanation along with several screenshots and a screen recording video showing the malfunction. They responded acknowledging this error but now have Ghosted me and won't reply.

Can you help with this? Or tell me who can.

I can forward all correspondence and evidence to you upon your request.

I look forward to your reply.

Please notes : all files haven't been uploaded here - it won't allow me to include more

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Dear ukrainianrig60,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you’ve encountered.

To better understand the situation and assist you further, could you please answer the following questions?

• Do I understand correctly that this issue occurred only once and with one specific game?
• Can you send me video recordings or screenshots of the incident?
• What specific withdrawal method are you trying to use?

You can send me all the evidence directly to this thread or to petra.h@casino.guru.

Thank you very much in advance for your reply.

Best regards,

Petra

Dear Petra,

Thanks so much for replying to me 🙏

My apologies please find below a better explanation;

I am submitting a formal complaint regarding WishWin Casino.

I have attempted to resolve this matter directly with the operator; however, it remains unresolved after several weeks.

Payment method is using my my Visa/MasterCard - support told me I needed to refund back to the payment method used to fund.

This matter involves:

- Unauthorized access to my account and resulting financial loss and cancellation of 3 seperate pending withdrawals.

- An unresolved game malfunction (frozen feature - screenshots and screen recording attacheded)

- This all happened whilst I was asleep - upon waking up, I tried to login on wishwin.com website and it said wrong password so I had to change it - I did this and I received an automated reply ( see screenshot ) telling me my password had been updated - also concerning is the fact whoever changed the password prior whilst taking over my account, I received no email alerting me of this change.

- The operator’s response was issued under the subject "Personal Data Deletion Request – final response," which does not correspond to the nature of my complaint and raises concerns regarding proper case handling.

- I have sent numerous emails but am now being ghosted / ignored and additionally - I went into the live chat support on wishwin.com last night to try find out answers and I am now told my account has been deleted.

Please some screenshots, and chat logs as supporting evidence. (Please if possible can you provide your email so I can send ALL evidence as I have more - if required.

I can't attach the screen recording can I email it? And I need to attach full correspondence of email PDF. Please.

I look forward to hearing from you.

Kind regards,

Scott

Hello Petra,

I have emailed you further documents and the screen recording. Hoping you've received and if you need anything please let me know 🙏

Thank you for providing all the details regarding your case.

Regrettably, based on the information submitted so far, we are unable to request a refund from the casino or hold the casino responsible for the losses in this situation. From what we understand, the issue primarily concerns unauthorized use of your account/payment methods and possible criminal activity carried out by another individual. Matters of this nature fall under the jurisdiction of the police authorities and your bank rather than a mediation service such as ours.

Please understand that we do not have the legal authority or investigative resources necessary to determine who accessed the account, who carried out the transactions, or to pursue any potential offenders. In cases involving stolen personal information, hacked accounts, or unauthorized gambling activity, the responsibility generally lies with the individual who committed the crime unless there is clear evidence that the casino knowingly ignored obvious fraudulent activity.

Could you please provide any additional communication you had with the casino regarding this matter? This can include:

• screenshots,
• emails,
• chat transcripts,
• or any other supporting evidence showing that you informed the casino about the issue.

You can send all documents to petra.h@casino.guru or upload the screenshots directly to the complaint thread.

Thank you again for your cooperation and understanding.

Best regards,

Petra

Hi Petra,

Thank you for your reply.

What concerns me is that my account password was changed without my authorization and I did not receive any notification or alert regarding that password change.

When I later attempted to access my account, the website stated my password was incorrect. I then completed a password reset myself and received the automated reset acknowledgment email for that action.

At the time this occurred:

I had pending withdrawals,

a remaining balance of approximately A$8,000,

and had recently reported the unresolved frozen bonus feature/game malfunction.

I reported these matters to the operator immediately through live chat and numerous emails.

Regarding the game malfunction specifically, I was advised that the issue had been acknowledged and that I would receive an update by email. No update was ever provided.

Following this, my communications went unanswered for an extended period and I was later informed via live chat that my account had been deleted.

I will now forward the additional screenshots, emails, and correspondence requested so you have the full timeline and supporting evidence available for review.

Please confirm receipt of both my previous email containing the screen recording and the additional evidence once received.

Kind regards

Dear Scott,

Thank you for providing the detailed information and correspondence regarding your case.

Regrettably, we do not handle matters related to cybercrime or alleged account hacking. If your account, devices, or credentials were compromised and subsequently misused, such matters fall under the jurisdiction of the police authorities and your payment provider or bank, rather than a mediation service such as ours.

Please understand that we do not possess the legal authority or technical resources required to investigate cybercrime allegations, analyze devices, or determine who may have accessed an account. From our perspective, responsibility for any unauthorized access would lie with the individual who committed the act, not necessarily with the casino operator itself.

Regarding the reported game malfunction, we understand that the casino acknowledged the issue and confirmed that it was being investigated by the relevant department and the game provider. However, based on the information provided, the issue appears to have been related to the game becoming unavailable or frozen, rather than a confirmed technical error that directly caused the loss of your balance.

As the matter is still under review by the casino and game provider, we kindly recommend continuing communication with them regarding the final outcome of the technical investigation.

Regarding the alleged hacked account, there is unfortunately not much more we can do at this moment, and I will therefore have to close this complaint.

If you experience any other issues with this or any other casino in the future, please do not hesitate to contact us again and we will be happy to assist you.

Thank you for your understanding.

Best regards,

Petra