StickyWilds Casino - Player’s winnings have been cancelled.

Casino said I have breach there t&c for betting over limit for active bonus but I done a deposit without any bonus. I didn’t want the bonus for this reason but they have cancel my withdrawal coz of bonus rules. I didn’t have any bonus at the start and they are just avoiding payout coz I won on a valid winning without any bonus. They are making stuff up to avoid paying out on a valid winning…it’s been a bad experience with this casino and I should be careful of them because they are not honest with there customer and help desk is poor with no help at all.

Dear Narodom,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your game and bonus histories 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

Thank you, Narodom, for your reply. Is there a separate section in your casino account that would show bonus history (even if it's empty)?

Thank you very much, Narodom, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Narodom,

I looked at your complaint and will do my best to help you. I would like to invite StickyWilds Casino into this conversation. Casino, can you please specify why did you cancel the player’s winnings?

A very good afternoon to you Naradom,

Many thanks for bringing this issue to our attention, I am sorry you have had to reach out for this item to become resolved.

I am going to look into your case and I will be more than happy to provide an update once I have done so.

Please bear with me whilst I look into this issue, I will have an update on this item for you within 24 hours, and we can then look to resolve the issue once I have the details at hand.

Thanks in advance for your patience, I will be with you as soon as I can.

Best wishes,

George

Good afternoon Narodom,

Many thanks for your patience whilst I looked into your case, I appreciate your patience.

Whilst we can appreciate the decision taken has not met the players expectations we can assure you that all processes were followed and the decision was based on the set bonus rules. Unfortunately the information provided is not the correct information and it is missing vital information that provides the bases of our decision. In respect of the players account and the protection of their information we are not at liberty to discuss the full chain of events between the said player and ourselves.

We are happy to discuss in full details with a written confirmation from the player that allows us to share the events which in turn provides a clearer insight to the said outcome. We would also like to mention that the rules we have set for the bonus conditions are there for all to be honored and that making an exception to the rule would prove discriminatory to our other players. 

Whilst we strive in customer satisfaction, we also hold strong values in making sure our players are treated fairly.

I give permission to share informations of the events to provide more understanding of the outcome.

Many thanks for your patience Narodom, it is much appreciated.

I have this morning sent the details over to Viliam, the moderator on this case so that they may check and ensure we are within the rules of GDPR etc., with the response, and if not I have requested that they provide the information to you.

As soon as I have a response we will look to proceed further, at this stage the explanation is with Casino Guru awaiting moderator feedback. Thanks again for your time, we should have an update shortly, I hope.

Best wishes in the meantime,

George

Dear StickyWilds Casino,

I've received your email with an explanation and I'll need evidence that can confirm your statement.

Thank you for your cooperation.

Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.