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I have previously won in this casino using a deposited bonus and received the winnings.

I made another deposit, received a bonus, won approximately €1300, and met the wagering requirements. There was a progress bar showing the required wager and the progress I'd made. In the cashier section, the bonus was listed as wagered and I was able to request a payout ... now everything has been cancelled because I supposedly played a game that doesn't contribute to the wager. However, I was never informed about this and was able to play the game and apply the bonus. On other platforms, at least you are informed in this case or can't play the corresponding games.

It roughly borders on fraud and is at least deliberate deception in order not to have to pay out such winnings and I hope you can help me with this.

Thank you,

Moses

habe in diesem casino bereits vorher mit eingezahltem bonus gewonnen und den gewinn auch erhalten.

habe erneut eingezahlt, einen bonus erhalten, ca 1300 € gewonnen und die Umsatzbedingungen erfüllt. es gab einen Balken der den erforderlichen Umsatz und den fortschritt angezeigt hat. in der Kasse wurde der bonus als umgesetzt gelistet und ich konnte eine Auszahlung anfordern... jetzt wurde alles gecanceled da ich ein spiel gespielt haben soll was nicht zum Umsatz beiträgt. aber ich wurde nie darüber informiert und konnte das spiel spielen und den bonus umsetzen. bei anderen Plattformen wird man in dem fall wenigstens informiert oder kann entsprechende spiele nicht spielen.

es grenzt doch an betrug und ist zumindest bewusste Irreführung um solche gewinne nicht auszahlen zu müssen und ich hoffe ihr könnt mir dabei helfen

danke

moses

Dear Mophet,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus.

Could you please advise if you have been warned by the software when accessing any of the restricted games?

If you wish to forward any relevant communication you can do so at petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello

many thanks for the answer.

Unfortunately, I was never informed about any applicable restrictions. On the contrary, a bar was displayed which showed the sales progress. Here all bets in all games were counted so that I could meet the conditions and the credit was converted into real money. I was then able to request a payout which was then canceled. With reference to the list found in the terms and conditions. This is so confusing that it is hardly possible to recognize individual games. Even after a thorough search, I couldn't find the game Money Train 3 I was playing in the list. In my opinion, the player was deliberately deceived in order not to have to pay out large winnings in case of doubt... so it borders on fraud. And it's very frustrating so I really hope for insight from the operator...

Thank you for your commitment

in the appendix

Screenshots of the terms and conditions,

my transactions and

the chat history

Hallo

vielen dank für die Antwort.

leider wurde ich zu keinem Zeitpunkt über geltende Einschränkungen informiert. Im Gegenteil wurde ein Balken eingeblendet welcher den Umsatz Fortschritt angezeigt hat. Hier wurden sämtliche Wetten in allen Spielen gezählt so dass ich die Bedingungen erfüllen konnte und das Guthaben in echtgeld umgewandelt wurde. Ich konnte dann eine Auszahlung anfordern welche aber dann storniert wurde. Mit Verweis auf die in den agb zu findende Liste. Diese ist so unübersichtlich das es kaum möglich ist einzelne Spiele zu erkennen. So konnte ich auch nach gründlicher Suche das gespielte Spiel Money Train 3 nicht in der Liste finden. So wurde meines Erachtens der Spieler vorsätzlich getäuscht um große Gewinne im Zweifelsfall nicht auszahlen zu müssen… grenzt also an Betrug. Und es frustriert sehr also hoffe ich sehr auf Einsicht des Betreibers…

vielen Dank für euren Einsatz

im Anhang

Screenshots der agb,

meiner Transaktionen und

des chat verlaufes

Thank you very much, Mophet, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Mophet,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite ShinyWilds Casino to join the conversation and contribute to the resolution of 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.

Hi Mophet,

Due to a technical issue, the casino wasn't notified correctly. We managed to eliminate the error and hope the casino will respond soon.

Hi Mophet,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know how they responded (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter