StickyWilds Casino - Player's winnings disappeared.

i Just don’t know where to begin here I had €15,000 on my balance so I withdrew €5,000 and went back into my account straight away and my balance was gone down to 640 euro this has been over 3 weeks ago and all they keep saying is the money is pending at there side that’s why I can’t see it on my balance on my account how does this make sense and I never take any bonus’s and I have withdrawn €4000 with them before no problem it’s just so annoying can’t get any answers.

Dear Maggie,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you made your last successful withdrawal?

Do I understand correctly that more funds disappeared than you tried to withdraw? Do you see any pending withdrawals in the withdrawal/cashier history?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Yes I cancelled a few withdrawals and then ended up winning15000 in a few different wins. So I went into my account and withdrew 5000 I then went straight into my account but my balance was gone down to 660 and something flashed up on my screen about a bonus but was gone to quick to screenshot it I never take a bonus. This is what I’ve been trying to explain to them when I speak to them on live chat yesterday the girl said she can see the balance on her side but I can’t see it yet because it’s still pending on there side but since this morning they have emailed me saying I cancelled all my withdrawals but I cudnt have cancelled because it left my

account b efore I cud do anything with it. Ok I’m gonna send ye some screenshots all the withdrawals they are saying I cancelled was on the 05/10 and 06/10 but money in question that disappeared happened on the 07/10 I was send ye all the screenshots shots hope ye can understand them. And they are sayin on the 08/10 I cancelled up to 9000 but the most day most I had in my account was €4037

On the 07/10 at 14.28pm I withdrew the €5000 that’s when the other money disappeared leaving me with 660 instead of nearly 10000 on the same day I spent that 660 on roulette but as u can see from the pictures they say I withdrew 4 times the next day on the 08/10 which is impossible because there was no money in my account

Thank you very much Maggie for your reply. I will now transfer your complaint to my colleague Adam (adam.m@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 soon.

Thanks

Hello Maggie,

 

I have reviewed your case and will contact the casino to see if I can help.

 

We would like to invite StickyWilds Casino to join the conversation and participate in the resolution of this complaint.

 

Dear StickyWilds Casino,

 

Can you please explain what has happened to the player's balance?

 

Kind regards,

Adam

Ok thanks

Hello Maggie,

Thank you for your review. We are sorry to hear about your experience. At StickyWilds we always strive to ensure that our players have the best possible experience.

We have reported your case to our related department to check out the issue, and we will inform you as soon as possible about the situation.

Thank you for your understanding and time.

Best Regards,

StickyWilds Casino Team

This has been goin on nearly 4 weeks now and that’s all ye keep saying is I’ll report it to the related department surly it’s not that hard to look up my playing history for the time and date in question and see what happened??

Hello Maggie,

I am now discussing this case with the casino via Skype. In the meantime, can I ask you to please confirm if you have used a bonus to accumulate these winnings?

Kind regards,

Adam

Hi Adam no I have never accepted a bonus with the casino or I never click to get free spins nothing like that I won everything with the money I lodged my self but as I told the casino through email when I withdrew the 5000 and went straight back into my account and it had gone down to 660€ when it shud have been €10000 on my balance,,something flashed up saying something about a bonus but was gone to quick before I cud screenshot it. I can give u the password for my account if u want to go in and look at everything on my account.

Hello Maggie,

That is fine, thank you for the information. I have asked the casino to provide us with supporting evidence, so we will allow some time for a response.

Kind regards,

Adam

Perfect I asked them for same though email few days ago but heard nothing I will leave it to u so thanks very much for your help.

That is some load of crap to be honest I never ever clicked for a bonus. Can u explain what they mean by given me a 9000 bonus I don’t understand that and the wagering part. Can u give me your opinion on what I shud do plz.

I understand thanks for all your help. Close this case.

Hello Maggie,

Thank you for your response. . I will now mark the complaint as 'resolved' in our system.

Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

Kind regards,

Adam