ShinyWilds Casino - Pelaajan kotiutus viivästyy ohjelmisto-ongelmien vuoksi.

Title: Casino software bug prevents withdrawal of €6,000 real money / Support refuses manual fix

Dear Casino Guru Team,

I am urgently seeking your help to withdraw my real money balance of €6,000.02 from ShinyWilds Casino.

The situation is as follows:

I have a real money balance of €6,000.02 and an active bonus balance of €20.00. The bonus wagering progress is exactly at 0.00% (I have never touched the bonus money).

The casino support explicitly confirmed to me via email that this is a "non-sticky" bonus and that I am allowed to withdraw my €6,000 real money balance.

To do this, the system requires me to cancel the bonus. However, the "Cancel" button in my profile is completely broken (I have video proof of me clicking it without any reaction).

Customer support instructed me to withdraw the full €6,000 in one single transaction, claiming this would automatically forfeit the bonus.

However, this is technically impossible! The ShinyWilds cashier has a hardcoded limit of maximum €2,000 per withdrawal.

I sent a video to support proving that their system limits me to €2,000 and asked them to manually remove the €20 bonus so I can withdraw my funds in €2,000 increments.

Since then, the casino has completely ignored my emails. They are using their own broken software as an excuse to lock €6,000 of legitimate real money. I have full video and screenshot evidence of the broken buttons, the €2k limit, and the email confirming I am allowed to withdraw.

Please help me get the casino to manually remove the unplayed €20 bonus and release my €6,000

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Dear Hendrikh,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing your funds from ShinyWilds Casino.

To better understand your situation and expedite the resolution process, could you please provide us with some additional information? We kindly ask you to answer the following questions:

• Can you confirm the date when you was awarded the Bonus and when you requested the withdrawal?
• Have you attempted to withdraw your funds since the issue with the "Cancel" button was reported?
• Can you provide a copy of the email confirmation you received from customer support regarding the "non-sticky" bonus?

Your cooperation in providing these details will help us investigate and work towards a resolution. We aim to resolve your issue as promptly as possible.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petra

Thank you for your reply and for providing the previous details, Hendrikh.

• Have yout tried to ask the support for any other alternatives how to recieve your winnings?
• Could you provide any additional communication you had with the casino? This can include screenshots, emails, or chat records. You can send me all the documents to: petra.h@casino.guru or post your screenshots to the thread.

Thank you again for your cooperation.

Dear Hendrikh,

Thanks so much for sharing all the details and taking the time to explain everything so clearly. I really appreciate it.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver Peter (peter.c@casino.guru), who will contact the casino directly and manage all communication from here. We want to be fully transparent with you. In the past, some of our messages to this casino have gone unanswered, so there’s a chance they may not respond again. However, we’ll do everything we can to encourage their cooperation and give your case the best possible chance of progress.

No action is needed from you at this point. Your Resolver will reach out through this thread if anything else is required.

Kind regards,

Petra

Hello there,

Thank you Hendrikh for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask ShinyWilds Casino for their help in resolving this complaint. We would like to know what the issue is with the withdrawal and what we can do to help the player receive their winnings.

Thank you!

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.

Wow, why am I not surprised at all that shinywilds doesn't even think it's necessary to answer that

Dear Hendrikh,

We have tried to contact the ShinyWilds 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 Control Board and submit a complaint to them. The regulator states that it will not handle individual disputes between players and operators, but if you would like to try and contact them anyway, you can do so here: (https://www.gamingcontrolcuracao.org/contact)

I am sorry I could not be of more help on this occasion.

Best regards,

Kristina