1 published complaint: 1 resolved for the player.
Yes. Case #269 is the complaint on record: a player bought a coin package for roughly $20, the card was charged, and the coins were never credited. It closed Resolved in the Player's Favor. Monkey Spins missed our five-business-day window and the case first closed unresolved, but they came back the next day, confirmed they had credited the player, and said a fault in their messaging system was why our emails went unanswered. We corrected the finding the same day.
On the record we have, yes. Of 1 mediated complaint, 1 ended with the player made whole. The delay in that case was in the operator replying rather than in them paying — once they saw it, they fixed it without argument.
This is the open question. The player in Case #269 emailed support repeatedly with no answer and reported that the live chat on the site would not load, and our own emails went unanswered for over a week. The operator has since said the underlying messaging fault is fixed. We have asked them to confirm the live chat is working and have not yet had that confirmed.
Screenshot the charge on your statement alongside your in-account balance and purchase history, then file a complaint so it is recorded. In this case that was enough — the operator traced it and credited the account. If a site will not respond at all, sweepsguard.com/casino-wont-pay sets out the escalation steps in the order we recommend.