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bought a bonus on the Wild Shark slot (Amatic) for €680. The money was deducted, but I never received the bonus. I explained this to support, but they didn’t believe me. They claimed the bonus was played without any issues and that €899 was credited to my account.

I asked them to provide proof, but they completely refused. Looking at the screenshot, you can see the €680 purchase, €0 winnings, and a regular spin just 6 seconds after I bought the bonus. It’s impossible to do this in 6 seconds.

Nowhere in my account history is there a record of €899 with the same transaction ID. This is 100% a technical error on the slot, and the casino refuses to acknowledge it.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please forward any supporting evidence, such as screenshots or videos, possibly your game history, along with any relevant communication to veronika.f@casino.guru? Have you stopped playing right after you found out that no bonus had been credited to your account?

Please understand that without any supporting evidence, we can’t proceed further with this case, as it would be close to impossible to confront the casino.

Looking forward to hearing from you. Thank you in advance for your understanding.

Best regards,

Veronika

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Hello Veronika,

First of all, thank you and your team for accepting my case and for the opportunity to raise awareness about issues like this. I believe it’s important that players can share their experiences openly so that other players can see which casinos are trustworthy and which ones deserve a red flag.

Let me explain what happened:

My entire session was full of connection losses and constant reloads of the game. When I purchased a bonus for €680 in Wild Shark Bonus Buy (Amatic), the feature never triggered. Instead, the €680 was deducted from my balance, but no free spins started, and no winnings were credited.

I closed the game and reopened it, expecting my balance to be restored as it usually happens after technical issues — but nothing happened. I panicked and continued spinning in hope that the bonus would appear, but it never did. The money was gone.

When I contacted support, they told me that the free spins had been played without any problem and that €890 was credited to my balance. This is simply not true. I asked them to show me this €890 transaction in my game history (by ID number or timestamp), but they refused. I even recorded my game history from the point where I stopped playing back to the bonus purchase — and there is no sign of such a win anywhere.

Here is the screenshot from my game history, which clearly shows:

Bonus Buy for €680

Deduction of €680 from balance

No free spins triggered and no winnings credited

Only 6 seconds between the bonus purchase and the next spin, which makes it technically impossible for free spins to have been completed.

I fully understand that technical errors can happen, and I would not damage a casino’s reputation for a minor issue. What I cannot accept is the way this was handled: denial from support, refusal to provide proof, and finally being completely ignored by the VIP manager. As a customer, this is highly disrespectful and unacceptable.

This is not only about €680 — it’s about transparency and fairness. Ignoring a legitimate complaint damages trust not only with me, but also with all players who will see this case on your platform.

I kindly ask that the casino conducts a proper investigation and provides clear proof that contradicts my evidence — otherwise it is clear that I paid for something I never received.

Thank you for your time and support.

I’m trying to send you a video, but it’s too large. I’ve uploaded it to YouTube, where you can also see the full video in the history. It shows everything from when I stopped playing, going back to the bonus purchase. I want to "warn" you—it’s not a film that would top the box office, but it explains quite a lot about my strug

have now, after several emails, received a much more serious response from the casino compared to the support team, who without hesitation treated me as if I was lying. They are currently investigating the matter with Amatic. I would like to pause, but not close, this complaint and see what the outcome will be. Would that be acceptable to you?

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Gez85,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Veronika