24Slots Casino - Player's winnings were capped.

I received an email from 24slots with a bonus code, I used the bonus code to deposit and it worked fine. I won $3500 after beating the bonus and my balance was reduced to $350. In the terms & conditions it says that any bonus without terms will be 10x the bonus amount, my bonus amount was $150, so therefore my winnings should be $1500. When I contacted support they said that I received the bonus code from an affiliate and I should contact them, but it is their email that sent me the code. I sent them a screenshot and they told me they will not help me. Even if it is an affiliate, their terms state that a bonus can be redeemed up to 10x. After I explained all this to the chat they ignored me and ended the chat. Absolute scam website. Do not play here.

8.9.1. In case there are no specific welcome casino campaign terms, those will be limited with a maximum conversion amount of 10 times (10X) the bonus awarded from virtual funds to real money. Casino reload campaigns are limited with a maximum conversion amount of 5 times (5X) the bonus awarded from virtual funds to real money.

Dear Kegsey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please forward me the email with the bonus offer? kristina.s@casino.guru? Alternatively, you can post it here. Additionally, please also forward all the relevant communication between you and the casino.

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

Best regards,

Kristina

Sent a copy of the email

I read through the sites bonus T&C's again and there actually is nothing about these types of bonuses having capped winnings, that with the email not saying anything, I actually believe I should have received the full amount that I had from the bonus which was $3500, minus the $350 they gave me.

Thank you for your reply, Kegsey. Please note that match bonuses (other than welcome offers) activated by a deposit are very often referred to as "reload" bonuses.

Do I understand correctly that you activated the bonus with a $50 deposit?

Yes that is correct, so if that is the case I guess I should have been given $750 if the terms are correct? It says 5x the virtual funds awarded to real money for reload bonuses, and my original bonus amount was $150.

Has there been any updates?

Thank you very much, Kegsey, for your cooperation. I will now transfer your complaint to my colleague Adam (adam.m@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 Kegsey,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite 24 Slots Casino to join the conversation and participate in the resolution of this complaint.

Dear 24 Slots Casino,

Can you please provide further information regarding the player's winnings being reduced?

Kind regards,

Adam

Hi everyone,

Hope that you are doing well!

We have indeed found an issue with the notification for the campaign and the correct terms were not added due to human error.

We have taken the necessary actions to prevent future issues like this.

As resolution of the complaint, the player will be compensated following term: 8.9.1. In case there are no specific welcome casino campaign terms, those will be limited with a maximum conversion amount of 10 times (10X) the bonus awarded from virtual funds to real money. Casino reload campaigns are limited with a maximum conversion amount of 5 times (5X) the bonus awarded from virtual funds to real money.

Since this is not a welcome offer, the rule on which the player will be compensated is 5 times the awarded bonus, the total conversion of this campaign is 750 EUR, the player will be compensated with the remainder of 400 EUR.

Looking forward to hearing back from you.

Best Regards,

24Slots team

Thank you for your response. Will the money be sent to me directly or put into my casino account?

Dear 24Slots Casino,

Thank you for your response and explanation.

Dear Kegsey,

Please let us know when you have received the payment.

Kind regards,

Adam

Okay I will, still no payment or anything on my casino account.

I would like clarification from the casino representative, 24slots support said they cannot help.

Dear 24Slots Casino,

Can you please clarify if the balance will be added to the player's account or paid to them directly?

Kind regards,

Adam

Hi,

Hope that you are doing well!

The balance will be added to the player's account.

Best Regards,

24Slots team

Thank you 24 Slots Casino.

Dear Kegsey,

Please do let us know when you have received the balance to your account, and consider the matter resolved.

Kind regards,

Adam

I received the money into my account and my withdrawal was rejected due to insufficient rollover. Absolutely ridiculous. This money was supposed to be compensation for a bonus I already wagered. I would like an answer from the casino representative please. I will consider this resolved when they allow me to withdraw the money.

Hi everyone,

The player has not rolled over their last deposit of 70 CAD on 22.04.2023 5 times, following Term: 7.3.12 Prior to withdrawing, a customer needs to complete a 5 times rollover of their deposits. Towards the rollover are counted all settled sports bets with min odds 1,6 or higher (Running, Cash-out bets, Tie (Draw), Cancelled, Refunded, Denied bets, or bets placed on multiple outcomes of the same event are not considered towards the calculation of the rollover; and casino bets placed with minimum or no risk). In case a customer doesn’t meet the requirement of a 5 times rollover of their deposits, 24slots reserves the right to reject or charge the withdrawal request with up to an 8% administrative fee. 

The withdrawal has been rejected.

The $400 you compensated me with is an entirely different campaign than the $70 I deposited after that. The $400 you owed me should be free of any wagering requirements. The $70 I deposited after was already wagered and lost. That campaign is over.

So now you’re saying the $400 you owed me from before because of your error needs to be wagered AGAIN because of a $70 deposit I already wagered and lost a week later. Do you understand how ridiculous that sounds? You can take the administration fee if it means I can have my money that I am owed.

For context, the $400 that they compensated me for was for a bonus that I deposit and completed on April 16th. They are now saying that I need to wager $70 5x from that $400, but the $70 was deposited on April 22nd and I lost that money hours after depositing. The $400 was already wagered when I finished the bonus on the 16th, if they gave me the money when I beat the bonus it would have already been withdrawn.

Now support is saying that my rollover is $130x5 and that I have not made any bets towards that rollover, even though I have played and lost all the money I have deposited BEFORE I ever received the $400 in compensation. I just want the money that I won.

I have completed the rollover requirements and requested another withdrawal. I will consider this matter resolved when my withdrawal is accepted.

Dear Kegsey,

It is certainly not clear why any further wagering should apply, but I am glad that you have managed to request your withdrawal. Can you advise on the amount you have requested? Please do let us know when payment has been received and we will close the complaint.

Kind regards,

Adam

I know they should not have required more wagering but they are a scam website trying to screw me any chance they get. I requested a withdraw of $530 and they took 8% because apparently you can only make one free withdrawal a month. I received the $487 this morning. I consider this matter closed now but what a joke trying to get the money I had earned. Do not play on this website.

Dear Kegsey,

I am glad to hear that you have received your payment and as you now consider the matter to be resolved, I will mark it as such 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,

Adam