ShinyWilds Casino - Player's account is blocked due to site maintenance.

I won money at the casino, and the next day they completely locked the site. It says they are undergoing maintenance, which has now lasted for about a week. It also says you can contact them via their support email, but they aren't responding.

Dear hoatzin,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you are facing with the online casino.

To help us investigate and resolve your situation, could you please provide us with the following details:

• The amount you won and any relevant screenshots or documentation of your winnings.
• Any communication or notification you received about the site undergoing maintenance.
• Was your account previously verified?

If you have any relevant communication, please forward it to petronela.k@casino.guru.

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,

Petronela

Additional comments from the player:

Hi Petronela,

I'm writing to you regarding shinywilds.com being down after I won money.

Unfortunately i don't have anything to forward since I haven't revived any info from the site itself.

If you go to the page you will see the message. 

Hi hoatzin,

I have checked the website as well, and it is indeed still under maintenance. We have also updated our database to reflect this status for the casino.

• Could you please confirm if your account was successfully verified before the casino went offline?

Thank you.

I had just submitted my documents the day before it closed.

Thank you very much, hoatzin, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi, do we have any update?

Hello, hoatzin,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear ShinyWilds Casino team,

Could you please explain the player's situation in more detail? Is there any pending withdrawal in the user's disputed account? If so, will the casino process it as normal, and what is the estimated time frame for processing it?

Can you provide us with an update on the casino's maintenance? When should the casino fully reopen?

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.

Dear hoatzin,

I received the details from the casino, and now I do not completely understand what this complaint is about.

According to the data from the casino (amounts are in €), you deposited 20€, and lost almost everything by playing, while only a few cents remained in your account. There is no pending deposit, withdrawal, or bonus balance (actual data).

I will ask the casino for more details (have not received any updates regarding its maintenance yet). However, in the meantime, I have a few questions.

• Are you sure you submitted the complaint with the correct casino account/email you registered at the casino with and the correct casino?
• Can you somehow prove you had, at any point, the disputed winnings in your balance?
• When (at least the date) were disputed winnings accumulated?
• How did you accumulate your winnings, what games or types of games did you play?
• Did you use any bonus? If yes, what exact bonus did you use?

Once I have any news or updates from the casino, I will inform you.

Looking forward to hearing from you.