The player from Germany deposited 40 euros, received a bonus, and won 40 euros in free spins, but his winnings were not added to the account balance. The balance has disappeared mysteriously and the casino claimed the bonus was cancelled by the player. The player later let us know that he reactivated the bonus and lost his balance. He asked us to close the case, so we rejected the complaint.
ShinyWilds Casino - Player's account balance has disappeared.
Amount: €40
ShinyWilds Casino
Safety Index:Below averageSafety Index
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5.3
ShinyWilds Casino has a Safety Index of 5.3, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Other
REJECTED
Case summary
1 year ago
Public
Public
1 year ago
Translation
Hello,
I deposited 40 euros into this casino and took a 100% bonus and played. Then, while playing the game, scroll of Seth at a 1.5 bet, my balance was 54 euros. I received free spins and won 40 euros but these were not added to my balance. After exiting and reopening the game, I placed a bet of 1.5, only to find that my entire balance had disappeared. The casino claims that I cancelled the bonus but I did not do anything of the sort.. I've explained this 10 times...
Automatic translation:
Public
Public
1 year ago
Dear benzj044,
Thank you very much for submitting your complaint. I'm really sorry about your issue. Please allow me to ask you a few questions to make sure I understand the situation completely.
Could you please advise if you still see the bonus as active in your account or is it completely gone?
Do I understand correctly that you discussed this issue with customer support? If so, please forward any relevant communication between you and the casino regarding your problem to veronika.l@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
Public
Public
1 year ago
Translation
Hello veronica,
First they wanted to make me know that I canceled the bonus.
Ultimately the bonus was reactivated and I gambled away the money without getting a single free spin and the rtp is very bad like that...and the slots spin extremely slowly and strangely...well then, as announced, I closed my account permanently...you can close the complaint...thanks
Automatic translation:
