The player from Austria was unable to use a €200 bonus in his account and received no resolution despite repeated inquiries to support. He expressed frustration with the casino's reputation given his experience. The Complaints Team requested further information and evidence to clarify the issue but received no response from the player. Due to the lack of communication, the complaint was closed without resolution. The player was informed that he could reopen the complaint if he chose to resume communication.
Wyns Casino - Player's bonus is delayed.
Closed
Our verdict
Player stopped responding
Amount: €200
Wyns Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
I received a €200 bonus in my account, but unfortunately I can't use it. Support keeps saying they're looking into it, but nothing happens.
I don't understand why they rate this casino so highly!
Didn't they read the customer reviews?
Automatic translation:
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1 month 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.
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1 month ago
Hello,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.
- How did you receive the bonus? Did it appear automatically in your profile, did you receive a promotional email, or did you enter a code to obtain it?
- Could you please send a screenshot or a video showing the error or problem you are experiencing with the bonus?
- Are you unable to activate the bonus at all, or is the bonus already activated but not functioning properly?
- When was the last time you communicated with the casino’s customer support regarding this bonus issue, and what response did you receive?
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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1 month ago
Dear Rolidiaz,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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1 month ago
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Veronika
Casino.Guru
