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I placed a bet in blackjack worth €213.79 and won with a blackjack. A typical message appeared on the screen: You have won €534.47, but I never received the money in my account. After chatting with them, they told me to wait and I waited. I made another bet of €1.40 on number 14 in roulette, the number 14 came up, and I wasn't paid the money either. Right now, I don't know where my money is or if I will receive it.

Realize una apuesta en blackjack por valor de 213,79€, Salí ganador con blackjack y me apareció en la pantalla el tipico mensaje de: Has ganado 534,47€, pero nunca recibí el dinero en mi cuenta. Después de hablar con ellos por chat me dijeron que esperase y espere, realize otra apuesta de 1'4€ en la ruleta al número 14, salió el número 14 y tampoco me pagaron el dinero, ahora mismo nose donde está mi dinero ni sinlo recibiré.

Hello Jonei,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wildsino Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you accumulate your winnings with real money or did you use a bonus?
• Is the winnings bet visible in your betting history?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

My account is not verified because it is not necessary at the moment, the winnings are with real money, the winnings are not visible in the betting history and the last time I spoke to the casino was yesterday. Regarding the roulette bet, I have to say that I bet €1.2 on the winning number, so the amount pending collection is €43.2 + €534.47 for Blackjack.

Mi cuenta no está verificada porque de momento no es necesario, las ganancias son con dinero real, las ganancias no son visibles en el historial de apuestas y la última vez que hable con el casino fue ayer. Respecto a la apuesta en la ruleta he de decir que aposté 1'2€ a el número ganador, por lo que el monto pendiente de cobro es de 43'2€ + 534'47€ de Blackjack

I just contacted them again and they told me that the problem could take up to a week to be resolved. I'm a little desperate because they don't speak to me clearly and only respond with automatic responses.

Acabo de contactar de nuevo, me comunican que el problema puede tardar hasta más de una semana en resolverse. Estoy un poco desesperado porque no me hablan con claridad y solamente me responden con respuestas automáticas

Nick, I understand that you have more tasks to do but I have not received a response from you for 5 days. Even though I ask every day, the casino does not give me an answer about what will happen with my money and it is starting to get a little tiring having to mediate with an AI that gives me the same answers constantly. I would appreciate it if you would please take a look at my request as soon as possible so that I can find a solution to my problem. I wish you a happy week.

Nick, entiendo que tienes más tareas que realizar pero llevo 5 días sin obtener una respuesta por tu parte, aunque pregunte todos los días el casino no me da una respuesta sobre lo que pasará con mi dinero y empieza a se un poco agotador tener que mediar con una IA que me da las mismas respuestas constantemente. Agradecería que por favor echarás un ojo a mi solicitud lo antes posible para poder lograr una solución a mi problema. Te deseo una feliz semana

Hello Jonei,

Please keep in mind that each party has 7 days to respond in the complaint.

Would it be possible to forward your betting history and the communication between you and the casino related to this case to nikolas.b@casino.guru for further review?

Will be awaiting your answer.

Regards,

Nick

I already sent u via email the information, thanks

Just another bet that they scam me, I draw on blackjack with a 190€ hand, the game provider gave the bet as draw and gave me back my money, but the casino didnt refund me and gave me the bet as lost!!! I add screenshot of the provider's bet record and from the casino's bet record. So now I'm already waiting 766€ from the casino

Is anyone here?

Hay alguien aquí?

Thank you Jonei for all the information provided so far. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Jonei,

I'm Michal, and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter. I recommend that you refrain from participating in the same game of blackjack and gameplay that has been causing you difficulties. It would be prudent to wait until the game provider and the casino team resolve the situation.

We would like to invite Wildsino Casino to join the conversation.

Dear Wildsino Casino,  

We kindly request clarification regarding the absence of credited winnings to the player from the blackjack rounds and from the roulette. We appreciate your attention to this matter and look forward to your response.

Hello all,

Thank you for your message. We would like to inform you that the investigation regarding the credited winnings from the blackjack and roulette rounds is still in progress. We require additional time to thoroughly review the case with the game provider and the relevant teams.

We greatly appreciate your understanding and patience during this process.

Best regards,

Wildsino Team

You have been checking for 3 weeks, and I have not received any response from the corresponding department. The information you provide regarding the errors you make is null, I just want you to solve my problem as soon as possible.

Lleváis 3 semanas verificando, y no obtengo ninguna respuesta por parte del departamento correspondiente. La información que dais al respecto de los errores que cometéis es nula, solo deseo que solucioneis mi inconveniente lo antes posible

Dear Jonei,

I completely understand how frustrating it can be to wait for a resolution, especially when it feels like it's taking too long. In situations like this, any game error or issue must be thoroughly investigated by the game provider, and unfortunately, these investigations can sometimes take a while. There have been instances where similar cases have taken a couple of months, but I sincerely hope that won't be the case for you. Regrettably, there's not much we can do to expedite the process from our end or the casino's, as we must wait for the game provider to complete their investigation. I kindly ask for your patience.

Dear Wildsino Casino,

I would recommend reaching out to the game provider for an update on a regular basis. I really hope the investigation will be concluded in a timely manner.

Dear Jonei,

Kindly be informed that your missing win of 534.47 EUR has been manually added to your gaming account, also your other missing win was released from the system and we would kindly advise you to please clear your browser's cache and cookies, then re-enter the game after this to receive it.

Best Regards,

Wildsino Team

Dear Wildsino Team,

Thank you for your response. I'm glad the player winnigs have been credited to them.

Dear Jonei,

As per the casino team's response, please clear your browser's cache and cookies, then try re-entering the game to access your winnings.

Please let me know if the issue is resolved and you are able to access your winnings.

I received the 534.47 but I still haven't received the 190 even though I deleted the cookies and cache. I request that they be entered manually.

Recibí los 534'47 pero los 190 sigo sin recibirlos aunque borre las cookies y el cache, solicito que los ingresen manualmente

Dear Jonei,

Have you accessed the game after clearing your browser's cache and cookies? If yes, please take a screenshot from the blackjack game that the winnigs are not there and upload it here.

Dear Wildsino Team,  

Could you kindly verify the reason why the players' winnings are currently not accessible in the game, as you had previously indicated they would be?

Dear all,

Thank you for your patience. Kindly be informed that the customer's second missing win was now added manually to his gaming account. We hope this resolves the issue for you.

Best Regards,

Wildsino Team

Dear Wildsino Team,

Thank you for the update.

Dear Jonei,  

Could you kindly confirm that you have received the remaining winnings added to your balance?

That's right, many thanks Michal, Casino Guru and Wildsino support

Así es, muchas gracias Michal, Casino Guru y al soporte de Wildsino

Dear Jonei,

Thank you for the confirmation. Can I now proceed to close this case as resolved, or do you require assistance with anything else?

Dear Jonei,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Yes, you can close it as resolved.

Si, puedes cerrarlo como resuelto

Dear Jonei,

Thank you for your confirmation.  I am glad that our involvement played a role in resolving the situation and that you have received your winnings. We'll go ahead and mark the complaint as 'resolved' in our system. We would like to thank both parties for their cooperation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Centre. We're here to help. 

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot Rate Casino Guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues. 

Thank you in advance for your time.

Best regards,

Michal

Casino Guru