Wyns Casino - Pelaajan kotiutus pidätetään osittain.

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

Guten Abend,

hatte eine Auszahlung von 4000€ und 2000€ wurden nicht ausgezahlt, obwohl alle Bedingungen erfüllt wurden. Das ist in meinen Augen totaler Scam wenn man 2000€ auszahlt die anderen aber einbehält und sagt dass der Bonus nicht erfüllt wurde, obwohl es erfüllt wurde und obendrein wurde das Geld komplett aus dem Konto gelöscht was auch keinen Sinn ergibt ? Bitte um Hilfe

MfG

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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

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.

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

We’ve reopened this complaint at the request of Kaan96. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.

Dear Kaan96,

Please send me a screenshot of your bonus history in your casino account, or a link to the bonus you activated and played with.

Could you please confirm whether there was any maximum cashout limit associated with your bonus?

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.

Thank you for your understanding.

Best regards,

Veronika Fritz

Casino.Guru