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Hello,

I am writing to formally report missing winnings and request an immediate investigation.

Game: Sweet Bonanza Candyland (live casino)

Issue dates: October 24, 25, and 26

Missing amount: Approximately $600 CAD

Details:

The in-game history clearly shows multiple winning rounds between October 24–26, and I was in positive balance during these sessions.

However, my account balance on your website shows zero, which is impossible since this is the only game I’ve been playing.

I already contacted in-game support, and they informed me it was a glitch in processing the winnings and that the money should appear in my balance within 15 minutes. It has now been more than 12 hours, and the funds are still missing.

Based on my game history and transactions, there is approximately $600 CAD missing from my balance for these dates.

Requested action:

Please investigate and reconcile my account and game history for October 24–26.

Credit the missing $600 CAD to my account, or provide a detailed explanation with transaction logs showing why the winnings were not credited.

Confirm the expected timeframe for resolution and who will be handling my case.

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wyns Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Is your player's account verified?
• Could you please share with me your communication with the casino acknowledging the issue? Send emails or chat transcripts with supporting evidence to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Thanks for sharing the evidence regarding your missing winnings.

• Did the casino credit you the winnings or provide you with a conclusion of their investigation into the issue since your last post?

Please let me know.

No they have not credited my winnings yet , they sent a request to the game.provider to check the matter. Still waiting since last friday

Dear CharonAvocado666

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Matej (matej@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Tomas

Hello CharonAvocado666,

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?

Dear All,

Thank you for reaching out to us.

We are pleased to inform you all that the winnings were successfully reaccredited on 13 November.

Thank you for your patience and understanding.

Best Wishes,

Wyns Casino Team

Dear CharonAvocado666,

Please confirm that all winnings have been credited.

Dear CharonAvocado666,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Matej
Casino.Guru