The player from Germany is experiencing issues with her account after receiving notifications about three separate credits totaling €280 that were never applied. Despite reaching out for assistance through chat and email, she receives no help from support.
Wyns Casino - Player's account credits are missing.
Opened
Current status
Waiting for player to reply
6d 19h 41m 55s
Wyns Casino
Safety Index 8.5 HighCase summary
Discussion
Public
Public
yesterday
Translation
Hello! I received emails on three separate days informing me that I would receive a credit to my account: two credits of €90 and one of €100, based on one transaction.
These credits were never credited to my account.
When I asked for help in the chat, they couldn't help me. Support didn't respond to my email.
Best regards
Automatic translation:
Public
Public
4 hours ago
Important notice:
Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.
We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.
If anything seems suspicious, contact us directly.
Stay safe.
Public
Public
4 hours ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wyns Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Is your player's account accessible to you? Can you log in?
- Would you be able to share with me the communication you refer to in your post? My email is tomas@casino.guru
- Could you please share with me your communication with the casino after you contacted them when attempting to resolve the situation?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
