Classy Slots Casino - Player’s winnings from the bonus play have been cancelled.

I deposited 50euros and was given 400% welcome bonus. I didn’t win on this occasion so I deposited a further 150 euros and received 400% deposit. I played for some time with middle value bets 2-5 Euro eventually winning in region of 1500 euros. I tried to withdraw, expecting to receive maybe 20% of overall winning to account for bonus wagering; however I was informed that I need to deal with 24,000 Euro wagering requirement before i could withdraw. As I did not expect to get anywhere near this I decided to simply play off the money and increased betting to 10 - 20 euros. To my surprise I kept winning and was able to reduce the wagering requirement by almost half while maintaining around 6000 euro in my account. At this stage I tried to speed up the process by increasing bet to 30euro. I would never normally do this; however this was not real money if I  Couldn’t withdraw so just went for the cash or bust option. With approx 10000 euro in the bank and 5000 euro approx left in wagering requiremeant, I realised that I would actually be in profit so quite excitedly I increased the final spins to 50 euro eventually exeding  the wagering requirement and leaving 11000 euro in my account. At this point I tried to withdraw the whole amount but upon further reading realised the max was 5000 euro per 30 day. The cancelled the withdrawal and resubmitted 5000 euro. Following submission of numerous documents to prove my identity, I was informed 4 day later that my withdrawal was denied. The full amount was confiscated from my account and left with only original deposit of 150 euro. The reason for this is that they claim I used questionable betting pattern in that my 50 euro bets were in excess of 30 % of the original deposit.  I maintaned that, a long time prior to me making those bets I was unable to withdraw against my original deposit and therefore the bets could not be associated with the original deposit as I was clearly using the bonus funds. I also asked them to shut my account as soon as the withdrawal of my original deposit was complete and that I would be seeking advice on the issue. Their response " your withdrawal request has been declined ". Hmmm, so just can’t event get back my original deposit. STAY AWAY FROM THIS CASINO all costs.

Dear Joe,

Thank you very much for submitting your complaint through our website. I’m very sorry to hear that you didn’t succeed to withdraw any of the winnings that you have accumulated during the bonus play. I checked the General Bonus T&Cs, and this is what I found:

„ClassySlots reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. "Irregular play" may include, inter alia:

· Placing single bets equal to or greater than 30% from the value of the Bonus credited to the player account, prior to the wager requirement for that Bonus having been met.

· Using the double-up feature to increase bet values.

· Placing bets equal, zero, low margin bets or hedge betting, shall all be considered irregular gaming for Bonus play-through requirement purposes.

· All Cashback carries a wagering requirement of 1X.

· Players cannot withdraw winnings derived from a Cashback until the sum of the cashback is wagered in full.

· All Cashback is restricted to a maximum withdrawal limit of 10X the cashback amount.

· All Cashback is non-withdraw-able, and the casino reserves the right to deduct issued Cashback money from pending withdrawals."

I understand that you would prefer if the casino capped your winnings after first withdrawal request or didn’t allow you to bet more than the maximum allowed bet during the bonus play, but, unfortunately, this is not a common practice. The system that accompanies every withdrawal and verification is not automated, and it might take few days. This is what happened in your case. You were not stopped or blocked when you have decided to increase your bet or when you have reached the maximum cash out amount.

Sadly, there is not much I can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. The part that I don’t understand is why your initial deposit has been cancelled, too. Please could you forward to me any relevant communication with the casino regarding the 150 EUR and the reason why it is impossible to withdraw it? Thank you very much in advance.

Best regards,

Petronela

Dear Joe,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.