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I won free spins on spirited wonders slot. The winnings of the free spins were $56.16. the funds never landed in my player account so I contacted customer service. The chat denied my winnings and later I realized that I could see the PG soft game history which shows the 56.16 winnings. Multiple times spent in the live chat in multiple emails sent. Only generic responses. With

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Dear Chudsexington,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem regarding the winnings from your free spins on the Spirited Wonders slot.

To better understand your situation and assist you in resolving this issue, could you please clarify the following:

• Is your account fully verified?
• Are these free spins from real money or from an active bonus?
• Please forward all relevant communications with the casino to jean.s@casino.guru or post screenshots here.

I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.

Best regards,

Jean

Hi Jean. Yes my account is fully verified, and I want to be clear this is not a withdrawal issue this is a winnings not being added to my balance issue. I only play with real money and do not use bonuses.

No updates?

Dear Chudsexington,

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, Martina, (martina.b@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,

Jean

Dear Chudsexington,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Wishking Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the win from the free spins has not been added to player´s account?

Thank you in advance for providing the information.

Would we have better luck reaching out to slot provider, PG soft? This is over 3 weeks unresolved with casino.

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.

Would we have better luck reaching out to slot provider, PG soft? This is over 3 weeks unresolved with casino.

Why do they get another 7 days to respond??

Dear Chudsexington,

You could also try reaching out directly to the game provider. While I cannot guarantee the outcome, it may still be worth a try.

Regarding the response timer, both the player and the casino representative have 14 days in total to respond. After the first 7 days, an automatic reminder is sent, and a further 7 days are then provided.

I hope this clarifies how the process works.

I did reach out yesterday and cc'd you and the casino. Hopefully PG soft replies. I didn't know if Guru would reach out directly or not

Dear Chudsexington,

I have not received the email you mentioned sending to the game provider.

Could you please resend it to me?

Thank you very much in advance.

Dear Martina,

Thank you for your patience!

Please provide an email address where we can contact you regarding this complaint so that we can send you information from our back office concerning this bet.

Thank you for your understanding!

Best Regards,

Wishking Team

Dear Wishking Casino,

please send the information here (martina.b@casino.guru).

Thank you in advance

Dear Martina and Chudsexington,

Thank you for your patient!

We would like to inform you that the funds have been credited to the player's account.

We sincerely apologize for the delay.

Hope for your understanding!

Best Regards,

Wishking Team

Thank you for the update Wishking Casino!

Dear Chudsexington,

Can you please confirm that the money arrived and the complaint is resolved?

Thank you very much in advance

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Chudsexington,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Martina