The player from Germany faced issues with wyns1.com, where winnings of €6,600 displayed during gameplay on November 27, 2025, were not credited to his account. The casino claimed the rounds were completed correctly but failed to provide detailed explanations or access to the prior game history. He requested assistance in obtaining game and log data or the crediting of his winnings. After a thorough investigation, the casino and game provider supplied backend logs and betting activity showing the bets as unsuccessful, which prevailed over the player's frontend screenshots and claims of displayed winnings during the Power Spins feature. Due to discrepancies in the bet amounts claimed for Power Spins and the casino's records, and the lack of verifiable evidence supporting the player's claim, the complaint was rejected by the Complaints Team.
Wyns Casino - Player's winnings have been confiscated.
Unjustified complaint
Amount: €6,600
Wyns Casino
Safety Index:Very highCase summary
Translation
Dear CasinoGuru Team,
I would like to clarify and supplement my complaint against the online casino wyns1.com.
Summary:
During a game, I was shown two wins, neither of which were credited to my balance. The provider refuses to provide a plausible explanation, while the relevant game history is no longer fully available.
Details of the incident:
On November 27, 2025, I played the slot game "Lucky Pharaoh" in Power Spins mode.
The stake was €100 per spin.
At 17:40:57, the game displayed a win of €3,800.
With this first win, I was initially unsure whether it might be a display error.
Shortly afterwards, I was shown another win of €2,800.
I am 100% certain that this second win was displayed correctly in the game.
I deliberately continued playing to check if there had been a mistake with the first win.
Neither of the winnings (a total of €6,600) was added to my gaming balance.
Immediately after the wins, a technical/synchronization error occurred.
The casino's support later simply informed me that the game rounds had been "completed correctly," without providing any further details.
specific round IDs,
technical log data,
or a comprehensible profit statement
to provide.
Additional serious points:
The game history for November 27, 2025 is only viewable from 19:15:22 onwards.
All game rounds before 19:15:22 are completely missing, including the time of the displayed winnings.
The game "Lucky Pharaoh" has since been removed from the casino.
The separate game history for this game is also no longer accessible.
The "Show more" function does not load previous data, but merely updates the same page.
This makes it impossible for me to independently verify the process.
I have screenshots and screen recordings that:
the displayed profits,
as well as the lack of game history
document.
Furthermore, I cannot find any clearly visible information on the casino's website regarding a valid gambling license or responsible regulatory authority.
My request to CasinoGuru:
I request assistance in clarifying this case and demand either:
the full disclosure of the game and log data of the rounds in question
or
the subsequent crediting of the displayed winnings totaling €6,600.
Thank you for your support.
Best regards
[redacted by Casino Guru]
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Dear BoRiii1337,
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?
- Are you currently able to log in to your account?
- Could you please provide screenshots and screen recordings showing the displayed profits, as well as evidence of the missing game history document?
- Could you please confirm the specific timeline, indicating when you first noticed that the winnings were incorrectly reflected in your balance?
Thank you very much in advance for your reply. I look forward to your response so we can proceed further.
Best regards,
Petra
TranslationDear Petra,
I would like to supplement my ongoing complaint against wyns1.com with some factual information.
On January 15, 2026, I was contacted by phone by someone claiming to be a VIP manager of the casino. The call occurred while a dispute regarding uncredited winnings was still pending.
The content included:
- initially, a bonus or a further deposit was advertised,
- while regarding the actual dispute, it was merely repeated that it had been "checked several times" and that "everything had been calculated correctly".
My comments regarding the incomplete game history and the resulting loss of trust were met with understanding, but without any new information, evidence or technical details (e.g. logs, round IDs or provider evaluations) being provided.
I was simply informed that they would "take another look at the case personally".
I have explicitly stated that I will not make any further deposits until the case is fully resolved.
I wish to document this information solely because, in my view, telephone contact and the focus on bonus offers do not contribute to the objective clarification of the dispute.
Thank you for your support.
Best regards
[redacted by Casino Guru]
TranslationBrief addition to my ongoing case:
While the dispute is still ongoing, I was initially credited with free spins and now an additional €50 credit to my account at wyns1.com.
I did not make use of this and took corresponding screenshots.
Since I cannot assess how this should be evaluated within the context of the ongoing complaint, I wanted to ask as a precaution whether using this credit would be problematic or whether you recommend leaving it untouched until the case is fully resolved.
Thank you for your assessment.
PS: Here's the email from support shown in the picture.
This ticket was created on your behalf.
Nikki (Wyns)
January 20, 2026, 8:38 PM OE
Hello [redacted by Casino Guru]
,
I've missed you lately and want to celebrate your comeback today with a very special VIP package. Since you're one of our top players, I've put together an offer that provides both immediate credit and long-term security.
1. Your cash gift (€50 + €50): I've just credited €50 CASH directly to your account – no deposit required, as a welcome gift! And that's not all: If you're active with us again within the next two weeks, I'll add another €50 CASH at the end of that period. That's a total of €100 pure cash for you.
2. 25% Cashback for the Next 30 Days: To maximize your future sessions, I've unlocked an exclusive special offer for you for the next month. From now on, you'll receive 25% cashback on your balance every day – for a full 30 days straight!
Simply log in, grab the first €150 and let's attack together again!
I look forward to seeing you back at the tables.
Best regards,
Nikki
VIP Manager
Best regards
[redacted by Casino Guru]
Thank you for your reply and for providing the previous details, BoRiii1337.
Could you please provide any additional communication you have had with the casino regarding this issue? This may include screenshots, emails, or chat records. You can send all relevant documents to petra.h@casino.guru, or alternatively, post your screenshots directly in the thread.
Regarding your previous question, since the complaint is still ongoing and it is not yet clear how the situation will be evaluated in final, I would recommend, as a precaution, not using the credit at this time. Leaving it untouched until the case is fully resolved would help avoid any potential complications or misunderstandings.
Thank you again for your cooperation.
TranslationHello,
I would like to add new information to my case.
I was contacted again by phone by a VIP manager from the casino. However, the call focused almost exclusively on bonuses credited to my account (€50 bonus, free spins, cashback offers, 5x cashback, etc.). The conversation was repeatedly and actively steered towards these bonus offers.
When I specifically asked for the requested provider logs, the complete game history, and the technical details of the affected game rounds, I was told that requesting this data was "very complicated" and could "take weeks" because it had to be requested from the game provider.
I pointed out that over eight weeks have passed since the incident, and during this time, I have been denied two withdrawals without any comprehensible technical explanation. To this day, I have not been provided with any concrete evidence, logs, or a detailed game history.
Additionally, the conversation included a question about what CasinoGuru was, and my inquiry about the technical investigations was ignored. Instead, another attempt was made to steer the conversation towards further bonus offers.
From my point of view, the real core of the problem – the lack of transparency, the unprovided game data and the withheld winnings – continues to be avoided, while I am repeatedly offered bonuses at the same time.
I would like to add this information to the documentation of the casino's past conduct.
Unfortunately, this casino is increasingly becoming a source of spam, both in terms of offers and calls.
Thank you for your support.
Best regards
[redacted by Casino Guru]
Dear BoRiii1337
Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.
Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Igor (igor.p@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.
No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.
I wish you the best of luck and hope your case will be resolved to your satisfaction soon.
Kind regards,
Petra
TranslationDear Petra, thank you so much for your support so far and the time you've dedicated to my case. I truly appreciate how transparent and helpful you were in guiding me through the initial steps. It gives me peace of mind to know that the case will continue to be handled. Thank you for your commitment and effort – it means a lot to me. Best regards [redacted by Casino Guru]
Dear BoRiii1337,
My name is Igor and I will be assisting you with your case.
I am sorry to hear about your problem with the Wyns Casino and I hope that together we will come to a successful resolution of your issue.
Now I would like to invite a Wyns Casino representative to join this conversation and participate in resolving this complaint.
Dear Wyns Casino,
Could you possibly provide additional information regarding the issue and clarify the situation?
I would also appreciate it if you provided us with any and all relevant evidence.
Thank you in advance for providing the information.
TranslationHello Igor, thank you very much for your message and for taking on my case. I greatly appreciate your support and am of course available should you require any further information or documents from me. Best regards [redacted by Casino Guru]
TranslationHello Igor,
In addition to my case, I would like to inform you that Wyns Casino continues to contact me by telephone.
In today's conversation, CasinoGuru was mentioned in passing. The conversation then shifted again to very high bonus and cashback offers (including several thousand euros, supposedly without wagering requirements), instead of addressing my open questions about game history, round IDs, or provider logs.
I have clearly communicated that the case is currently with CasinoGuru and that I will not make any further deposits, bonuses or gaming activities until the matter is clarified.
I wanted to document this procedure of the casino for the sake of completeness.
Thank you very much and best regards
[redacted by Casino Guru]
Dear All,
Thank you for bringing this matter to our attention.
We would like to inform you that we are currently gathering all the necessary information and internal records related to this case. As soon as we have a clear and comprehensive result from our investigation, we will provide an update here immediately.
We appreciate your patience while we finalize our internal review.
Best regards,
Wyns Casino Team
Dear Wyns Casino,
Thank you for your response and for informing us that you are looking into this case.
Please reply when there is any update regarding this complaint.
We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
TranslationThank you for setting the deadline. I remain available for any further questions.
Dear Igor,
Thank you for the opportunity and for extending the timer while we gathered all the necessary information for this case.
We would like to inform you that we have completed our investigation and have sent a detailed email to you containing all the relevant evidence and findings regarding this complaint.
We kindly ask you to review the provided information and let us know if you require any further assistance.
Best regards,
Wyns Casino Team
TranslationHello Igor, Hello Wyns
Thank you very much for your update.
I would like to politely request access to the evidence and documents provided by the casino so that I can understand and review them.
Since this concerns my game history, my winnings and my account, I consider transparency here to be very important.
Thank you so much for your support and effort.
Best regards
BoRiii1337
Dear BoRiii1337,
I would like to collect all relevant information and evidence from the casino.
Once this is done, I will share the information with you.
You will also have the opportunity to comment on the findings.
Dear Wyns Casino,
Thank you very much for the provided evidence.
Could you please share the player’s complete betting activity from 27 November 2025 between 17:30 and 18:00?
According to the player’s video, he was unable to check his betting history for that period.
Dear Igor,
We have sent the requested betting activity in a follow-up email.
Please kindly check your inbox.
Kind Regards,
Wyns Casino Team
Dear BoRiii1337,
You originally requested clarification regarding the rounds in question.
The casino has provided information regarding those rounds, as well as your complete bet history from that day.
Based on the evidence provided, it appears that those bets were indeed not winning.
Please check the screenshots below and let us know whether this clarifies the matter and whether you consider this case resolved.
TranslationDear Igor, thank you very much for forwarding the information and evidence. I cannot consider the case resolved on this basis. The core of the problem is not only the casino's backend betting history, but the discrepancy between the winnings displayed in the game (frontend) and the subsequently provided internal logs (backend). I was clearly shown winnings in the game (€3,800 and €2,800), which is documented by video recordings. Immediately afterward, a technical/synchronization error occurred, and the amounts were not credited. Additionally, the relevant game history for this exact period is no longer accessible, making independent verification impossible. In my view, this is therefore a technical conflict between the client display and the server's accounting, not simply a lost bet. As long as this discrepancy is not explained in a technically verifiable and transparent manner (including complete round IDs, server logs, RNG logs, and synchronization protocols), I cannot consider the case closed. I therefore request further investigation and a technical explanation of this discrepancy. Sincerely, BoRiii1337
TranslationDear Igor, thank you very much for forwarding the documents and screenshots. I have reviewed the provided logs. I am aware that this backend data shows that the bets in question were recorded as unsuccessful by the system. However, I would like to clarify one key point: The displayed winnings did not occur during normal spins, but rather during the Power Spins feature in the game "Lucky Pharaoh"—that is, in a feature mode within the game itself. In this feature mode, I was visually shown the following in the game: - a win of €3,800 - and shortly afterward, another win of €2,800. These amounts were displayed in the game client (animation, win display, feature visualization), but were not credited to the account balance. Immediately afterward, a technical synchronization error occurred. The core of the problem is therefore not the backend booking alone, but the discrepancy between: - the frontend display in the game (Feature Mode / Power Spins) and - the casino's backend logs. The submitted data only proves that the casino system did not record these winnings – however, it does not disprove that the winnings were displayed in the game. Additionally, I would like to point out: - The original game history for this period was no longer fully accessible to me - the game has since been removed from the casino - the game's Feature History is no longer available - I have video recordings that prove winnings were displayed in the game. In my view, this is therefore a possible client-server synchronization error / Feature Mode synchronization conflict between the game client and the backend system. Based on the currently available data, I therefore do not consider the case to be conclusively resolved. Thank you for your continued support in objectively clarifying this technical discrepancy. Sincerely, Greetings BoRiii1337
Dear BoRiii1337,
You mentioned that the winnings were documented via a video recording.
I apologize if I have missed anything, but I cannot find such a video.
The only YouTube link you have provided so far shows only the bet history from your account.
TranslationDear Igor,
Thank you very much for the information.
I would like to clarify this clearly and transparently:
I do not have a video that visually displays the winnings directly during the game.
There is no screen recording that documents the winning animation or the amounts in the Power Spins feature.
Only the screenshots showing the feature win in the top right corner of the image are available. Unfortunately, these are only from the round with the €3800 win. At the time of the wins, I was already in discussions with the casino and was subsequently overwhelmed with gathering evidence. Another mistake on my part was continuing to play and later losing track of everything myself, making it difficult to document everything properly. All the evidence I've sent so far is unfortunately all the evidence I could collect.
The YouTube link provided so far shows only:
the limited betting history,
the lack of visibility into the game rounds,
as well as the problem of inaccessible history.
My account is therefore based on:
the visual display in the game at that time,
the immediate perception during the course of the game,
the simultaneous occurrence of a technical synchronization error,
as well as the game and feature history, which is no longer available afterwards.
I am aware that this makes the evidence more difficult to obtain, which is why I consider technical clarification via log data and provider information to be crucial.
Thank you for the objective clarification.
Best regards
BoRiii1337
Dear Wyns Casino,
Would it be possible to forward me the original email communication between you and the game provider?
You have provided a screenshot of their reply, but I would like to review the entire correspondence.
TranslationAdditional clarification regarding the PowerSpin feature, evidence, and a request for prompt clarification.
Dear Igor,
I would like to add some factual information to my previous message, as it is important to me to accurately describe the technical aspects of the game:
The so-called "Power Spins" are an integrated feature of the game.
Once a win of at least 4 times the stake is achieved, the player has the opportunity to buy a PowerSpin.
In this feature, four reels are activated, making significantly higher winning combinations possible than in normal standard spins.
I had several of these power spins.
In one of these PowerSpins, an almost full picture with "10" symbols appeared, which technically and logically explains the win of approximately €3,800.
The second win (approx. €2,800) also occurred within such feature spins.
Unfortunately, I am no longer able to provide additional evidence:
The complete betting history is no longer available.
The game itself is no longer available.
Therefore, I can no longer take any further screenshots or new video recordings, even if I wanted to.
This evidence is beyond my control.
Additionally, I would like to openly mention that I continue to receive regular calls from Brussels (including from Wyns VIP) offering me bonuses, deposits and free spins.
In parallel, I receive emails with bonus offers and deposit recommendations almost daily, despite the ongoing complaint procedure.
This reinforces my feeling of a contradictory situation: on the one hand, ongoing dispute resolution, on the other hand, active marketing and pressure to make deposits.
In this case, my concern is not escalation, but justice and clarity.
I do not want an artificial prolongation of the proceedings, but rather an honest, fair and timely resolution of the issue.
whether a payout is realistic – or not.
Additionally, I would like to say openly:
This situation is now taking a heavy toll on my mental health. The uncertainty about whether the case will ever be resolved or is effectively closed is very difficult for me to bear and is now even distracting me in my daily tasks. I know they are doing everything they can, and I am very grateful to them for that, Igor.
The money is very important to me, but a clean resolution to this case, with a clear decision and transparency, is equally important.
so that this state of uncertainty ends.
Thank you for your work so far and for the further review.
Best regards
BoRiii1337
Dear Igor,
Thank you for your message.
We would like to inform you that we have sent a detailed response regarding this matter directly to your registered email address. We kindly ask you to check your inbox for our latest communication.
Best regards,
Wyns Casino Team
Dear BoRiii1337,
Unfortunately, I have to reject this complaint for the following reasons:
The provider and the casino have provided sufficient evidence that the rounds in question were settled correctly.
In cases like this, the provider’s logs prevail over screenshots.
Additionally, you stated that you purchased the PowerSpins for €400 each.
However, according to the casino’s bet history, no such amount was deducted from your balance — only €100 per regular spin.
Due to the aforementioned reasons, we will now proceed to reject this complaint. Thank you for your understanding. I am genuinely sorry that we were not able to assist you more effectively in this particular situation, as we always aim to help players resolve their issues whenever possible.
Please remember that you are welcome to contact us again if you run into any problems with this or any other casino in the future. Whether it is a question, a concern or a new issue that needs to be looked into, our team is here and ready to support you.
Best Regards,
Igor
