The player from Germany faced issues with a withdrawal of €4000, as €2000 was paid out while the remaining €2000 was withheld despite her meeting all conditions. She believed this situation constituted a scam, especially since the withheld money appeared to have been deleted from her account. The Complaints Team attempted to clarify the situation by requesting evidence and communication from the player but received no response. Consequently, the complaint was closed due to lack of cooperation.
Wyns Casino - Player's withdrawal is partially withheld.
Closed
Our verdict
Player stopped responding
Amount: €2,000
Wyns Casino
Safety Index:Very highCase summary
Discussion
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1 month ago
Translation
Good evening,
I had a withdrawal of €4000, but €2000 wasn't paid out, even though all the conditions were met. In my opinion, this is a complete scam: paying out €2000 but withholding the rest and claiming the bonus wasn't fulfilled when it was, and on top of that, the money was completely deleted from the account, which makes no sense at all. Please help!
Regards
Automatic translation:
Public
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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.
Could you please send me a screenshot or a link to the bonus you activated and played with?
Did you cancel your bonus before you fulfilled the wagering conditions?
Could you also kindly forward me the communication between you and the casino explaining the partial confiscation of your balance? My email address is veronika.f@casino.guru.
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 Kaan96,
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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4 weeks 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
