StickyWilds Casino - Hráčovy výhry z bonusu byly zabaveny.

Hello Casino Guru Team,

I used the welcome bonus at Sticky Wilds Casino and won. I have met the wagering requirements and requested a withdrawal of €3011.10.

The next day I received an email stating that I had breached the terms and conditions by playing a restricted game (Marching Legions ) and my winnings were therefore voided.

I used the Marching Legions game to wager the bonus terms, yes, but the game wasn't on the list of "restricted games" with bonus money. I ALWAYS check whether the respective game that I use with bonus money is also allowed.

Also on the same day my winnings were voided I re-checked the casino's bonus terms and conditions (see pictures below) and the game Marching Legions is not on the list of prohibited games with bonus money but my winnings were still included.

I am afraid that the casino is trying to cheat me out of my winnings simply by claiming that I played a restricted game that was not and has not been on the restricted games list.

Best regards

Reuben *****

Hallo Casino Guru Team,

Ich habe im Sticky Wilds Casino den Willkomensbonus benutzt und gewonnen. Ich habe die Umsatzbedingungen erfüllt und die Auszahlung von 3011,10 € beantragt.

Am nächsten Tag bekam ich eine Email, in der stand, dass ich gegen die Geschäftsbedingungen verstossen habe, nämlich ein eingeschränktes Spiel (Marching Legions ) gespielt habe und meine Gewinne deshalb storniert wurden.

Das Spiel Marching Legions habe ich für das Umsetzen der Bonusbedigungen genutzt, das stimmt, aber das Spiel stand nicht auf der Liste der "eingeschränkten Spiele" mit Bonusgeld. Ich prüfe nämlich IMMER ob das jeweilige Spiel, das ich nutze mit Bonusgeld auch erlaubt ist.

Auch am selben Tag, an dem meine Gewinne storniert wurden prüfte ich nochmals die Bonusbedingugen des Casinos (siehe Bilder unten)und das Spiel Marching Legions steht nicht auf der Liste der verbotenen Spiele mit Bonusgeld aber trotzdem wurden meine Gewinne einbezogen.

Ich befürchte, dass das Casino mich um des Gewinnes betrügen will, indem es einfach behauptet ich hätte ein eingeschränktes Spiel benutzt, dass gar nicht auf der Liste der eingeschränkten Spiele stand und bis jetzt auch nicht steht.

Mit freundlichen Grüßen

Ruben *****

Dear Rubeng93,

Thank you very much for submitting your complaint. I am sorry to hear about your issue. Please allow me to ask you a few questions so I have a complete picture of the situation.

Did you confront the casino with your findings when checking the terms and conditions? Did the casino reply?

Would you be able to forward any relevant communication between you and the casino to my email at tomas@casino.guru? Alternatively, you can post it here. I’ll await your reply.

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,

Tomas

Hello Thomas,

I will answer you by email.

Best regards

Ruben G

Hallo Thomas,

ich antworte Ihnen per Mail.

Mit freundlichen Grüßen

Ruben G.

Dear Rubeng93,

Thank you for the email. Could you please also forward the email or transcript, where the casino accuses you of breaking these rules? I'll await your reply.

Hello Thomas,

I forwarded the email.

Mfg ruben g

Hallo Thomas,

Habe die Email weitergeleitet.

Mfg ruben g

Thank you very much, Rubeng93, for providing the necessary information. I will now transfer your complaint to my colleague Matej (matej.n@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello Rubeng93,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello Rubeng93,

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

Dear Sticky Wilds Casino,

Thank you for taking the time.

Best regards

RubenG.

Liebes Sticky Wilds Casino,

Vielen Dank, dass Sie sich die Zeit nehmen.

Mit freundlichen Grüßen

RubenG.

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.

Hello Matej & RubenG

Stickywilds team hope you are both doing great!

I have great news for you RubenG, We've pushed the department taking care of this issue - and they've made the decision to refund your balance. It should be with you shortly, hopefully within 24h.

in the meanwhile, I'd like to extend our apologise for the inconvenience and hope you will continue to enjoy Stickywilds casino!

All the best

Stickywilds team!

Dear Stickywilds team, thanks for the info and quick reaction.

Rubeng93, please confirm that everything is settled, and we can close the case.

Hello everyone,

Got the money. The case can thus be closed. Thank you all

Greetings Ruben G

Hallo zusammen,

Habe das Geld erhalten. Der Fall kann somit abgeschlossen werden. Vielen Dank an alle

Grüße Ruben g

Dear Rubeng93,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Matej

Casino.Guru