ShinyWilds Casino - Player's withdrawal cancelled due to alleged bonus abuse.

This casino canceled my withdrawal due to bonus abuse. They said I have played restricted game with bonus money. In their bonus terms Moon Princess slot is restricted slot. I played Moon princess 100 slot which is different game and not listed there. So I have not violated their bonus terms.

Dear juusohamalaine,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

• Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?
• If you wish to forward any relevant communication or supporting evidence you can do so at petronela.k@casino.guru. 

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

No the software doesnt warn about that. Here is a screenshot from bonus terms

Hi juusohamalaine,

Could you please forward any relevant communication before we contact the casino directly?

Thank you.

I do have this message from them in Finnish. I have discussed about this in live chat with casino.

Thank you very much, juusohamalaine, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas.k@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.  

Hello juusohamalaine,

This is Tomas and from now on, I will be taking care of your complaint. I have reviewed your case and will contact the casino to see if I can help.

Dear ShinyWilds Casino,

Can you please explain why the player's winnings have been cancelled despite the game they played was not restricted?

I appreciate your cooperation.

Kind regards,

Tomas

Casino.Guru

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.

Hi juusohamalaine,

I'm currently trying to get in touch with the casino's representatives internally. Therefore, I will now extend the timer by another 7 days to see if anything can be achieved. I will keep you posted.

Thanks for your patience.

Hello,

Unfortunately, the player placed considerable amounts of bets on a restricted game from bonus wagering.

There was 125 bets placed on the game, therefore the amount is way too big to consider this as an accident.

Attaching screenshot of part of the bet history of the player that shows bets on the restricted game.

Regards,

Mario

I placed my bets on Moon Princess 100, which is not restricted slot in your bonus terms. You are right, it was not an accident. I checked that it was not restricted game.

Dear ShinyWilds Casino,

After checking the terms, I couldn't find any information that states "Moon Princess 100" should be excluded from bonus wagering. Therefore, I would appreciate it if you could explain how the player should have been aware of this restriction. Additionally, our position doesn't change even if the game would be listed in your terms, as already mentioned above:

We think that restricted games for bonus play should be blocked, and this rule enforced at the software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus. 

Thank you in advance for providing more information.

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.

Regrettably, there have been no additional updates from the casino. As we've already conveyed our stance and view this matter as unfair, we suggest that you, juusohamalaine, reach out to the Licensing Authority at complaints@gaminglicences.com. You can also find the entire process outlined here.

We apologize for not being able to offer more assistance at this time. However, we will label this matter as unresolved, which may prompt the casino to reconsider. Please keep us informed if you receive any updates from the Licensing Authority.