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Jan 17/25 was playing Sugar Rush 1000 on Cherry spin casino No bonus promo used All my own cash. Played $100 per play bonus spins and won 12 spins. Then won another 10. (22 total)

Won $4333.00 and change in one spin. Then was next few spins then it said I won $5000.00 in 19 spins. Cleared my account to zero and then logged me out. I logged back in and went to Sugar Rush 1000. My original 4300 plus change was only account still but the $5000.00 win was not. I went to replay and there was nothing available. Game transactions and wins and losses was also not available I contacted support immediately via chat and was told it was sent to technical support. Another chat told me sent to finance. I have heard nothing since. This is a legitimate win and i. would like the money. Please help

Dear Melrose23,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue with your winnings on Cherry Spin Casino, and I understand how concerning this must be for you.

To better understand the situation and help you effectively, could you please provide more details on the following:

• Do you have any screenshots of the $5,000 win or of your account balance before and after the issue occurred?
• Did you receive any emails from the casino confirming your winnings or account activity?
• Have you received any further updates from the casino’s support team since you contacted them?

If you have any relevant communication, such as emails or screenshots, please forward them to petronela.k@casino.guru. It’s important to note that without supporting evidence, we won’t be able to proceed with your case or effectively help you. Your cooperation is crucial to fully understand the situation and keep your case documented and visible.

I hope we will be able to help you to resolve this issue as soon as possible. Meanwhile, we appreciate your patience after you reply and we investigate the issue.

Thank you in advance for your reply and cooperation.

Best regards,

Petronela

No screenshots as it logged me out right after the win. Can the casino not check the replay or transactions? That option used to be available on their website site and of course is not there now. The replay shows no activity. Here are screenshots from the chat.

Can you ask for a transaction of plays for that day or win and loss for the game sugar Rush 1000 for January 17 they have to have a log?

Hi Melrose23,

Thank you for the additional details. I understand how frustrating this situation must be for you.

To help us move forward with your case, could you please check again if there's anything at all in your game history or any relevant transaction details? It's crucial that we have supporting evidence to proceed, as we cannot take further steps without it.

If you happen to find anything, please forward it to me as soon as possible.

Looking forward to your reply and cooperation.

Here at updated messages.

I cannot find a place to look at transactions for deposits and withdrawals or game logs

Here is what shows when I got to replay

When I look at others complaints they have a history tab on their profile. I used to and now it has disappeared. Do they not have to allow you to access your history? Can we not ask them for this?

Hi Melrose23,

Thank you for your response.

I understand your frustration. Unfortunately, without any supporting evidence—such as game history—there isn’t much we can do to move forward with your case.

If you are unable to access this information from your account, I recommend reaching out to the casino’s support team and requesting a copy of your game and transaction history. They should be able to provide you with these details upon request.

Once you obtain any relevant records, please share them with us, and we’ll do our best to assist you further.

Looking forward to your reply.

I have asked and will ask again.

They seem to acknowledge the win and say a request has been sent to finance but I get that response every time I ask for an update

Hi Melrose23,

• Could you please confirm if you've received any further updates from the casino since your last message?
• Have they provided any estimated timeframe for when the payment will be processed?

Thank you in advance for your reply.

They just keep saying it is with the finance department and will update me shortly

Hi Melrose23,

I’m sorry to hear about the trouble you're experiencing. From your description and without access to your game history, it’s not clear whether your winnings were achieved with or without an active bonus. Could you please clarify whether you were playing with a bonus at the time you hit the big win?

Thank you.

I was not playing with casino bonus money. It was all my money and I bought a $100.00 bonus play and won then.

Thank you very much, Melrose23, for providing all the necessary information. I will now transfer your complaint to my colleague, Jozef (jozef.k@casino.guru), who will be at your assistance. I wish you the best of luck and hope your issue is resolved to your satisfaction in the near future.

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Updated responses

Dear Melrose23,

I truly appreciate you sharing your experiences with the Casino Guru team. We will now proceed to reach out to the casino.

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.

Since we haven’t received any response from the casino regarding the issue, we have no choice but to classify the complaint as 'unresolved'. The casino can reopen this complaint any time.

Dear Melrose23,

I am very sorry, but since the casino team has not been responsive, we are unable to continue with the investigation. An alternative option is to file an official complaint with the licensing authority of the casino. Please note that this complaint will have an impact on their safety index on our website. Feel free to contact me if you have any questions or require further assistance.

Best regards, Jozef

jozef.k@casino.guru