Slot Mafia Casino - Player's withdrawal has been confiscated.

I received 40$ bonus at 5x wager with a max bet of 7.50$ and NO MAX WINS.

I met the requirement. I made a withdrawal of 900$. The withdrawal was cancelled and I was told my bonus had a max win of 10x according to their bonus terms and conditions. I have read their bonus rules and conditions twice. I am posting them here; not only was I told their was no max win, no where in their T&C is their a claim that supports this. I withdrew 400$ and I would like my additional 500$ without delay as I won it fair and square.

I am attaching a copy of the terms and conditions.

Dear Player,

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

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

• Could you please share a screenshot or a link to the promotion confirming that the promotion is without a cap on maximum winnings?
• Have you confronted the casino with such evidence already? What response have you received?
• Could you please share with me your communication with the casino on the topic and relevant evidence regarding the particular promotion? Send emails or chat transcripts to my email at [email protected], 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

Hello Tomas,

When the casino gave me the 40$ cash bonus, it was through chat. She said the max bet was 7.50$ per spin, with no max win. The emails they send with bonuses you have received a bonus, "refer to Bonus Terms and Conditions".

When I went to chat after my 900$ withdrawal was cancelled by them, he claimed there was a max win. I told him I read the bonus terms and conditions and couldn't see it. He then said he would escalate the issue. It was when I told him that it was enough--there was nothing to escalate. I won the money fairly. He then sends me something like "each bonus has a 10x max win" claiming it was part of the T&C. I sent you the Bonus terms T&C, it isn't there. Furthermore, I have played at every Hollycorn Casino. None of them have this 10x limit he spoke of. I fundamentally believe it was made up. I sent you the cancellation email along with the T&C that are visible to the public.

I would also like to add that casinos with a maximum win typically reduce the amount in your account when the wager requirement is met. In this particular case, I was at 1700$, kept playing, and when the amount reached 900$, I cashed out. At no time was the amount reduced.

Hello, I will be sending you an email with proof from Welle Casino that the loyalty bonus they gave me isn't mentioned in their T & C. As a loyal and honest player, I should not have to guess. I would like to beleive the casino will own up to their error and credit my account with the 500$. Furthermore, the full 900$ was clearly indicated in the balance as "withdrawal amount". If it wasn't I would not have been able to withdraw it in the first place. They cancelled it and changed my amoutn to 400$. Again, I would like to beleive that SlotMafia will stand by their clients and when they make a mistake, correct it.

Thanks for your reply and patience in the matter.

For us to argue that the rule about the maximum win doesn't apply, we'll need proof of the bonus offer you received.

If the casino didn't specify a no-win cap condition, or you can't point us to the offer itself, the casino probably applied the maximum win condition specified in the terms and conditions: https://www.slotmafia.com/bonus-terms-and-conditions

1.9. The maximum withdrawal limit from no deposit free spins is 50 EUR/USD, 500 NOK, 75 CAD/NZD/AUD.The maximum withdrawal from a no deposit bonus is limited to x10 the bonus amount unless otherwise stated in the bonus offer. An exception can be made for loyal players, and in case of winning, the maximum win amount can be increased. To request a withdrawal, you must fully verify your account and make a minimum deposit.

If you have saved evidence that the offer specifically mentioned the 'no mas win cap' conditions, kindly share it with me, otherwise, we won't be able to help.

Looking forward to your reply.

in this correspondence I emailed you she very clearly states that the bonus given is "an exception" and not mentioned in their T&C!

how much more proof would you like?

is the onus now on players to "guess" what the max win is?

I am utterly shocked at how you’re not helping with this when it’s abundantly clear

Thanks for your reply.

In your original post, you wrote:

I received 40$ bonus at 5x wager with a max bet of 7.50$ and NO MAX WINS.

If the maximum win isn't defined in the specific bonus rules, it can still be indicated in the general bonus terms and conditions. We accept situations where the specific bonus terms don't mention the maximum win, but it's specified in the general bonus terms and conditions and consequently applied.

In cases where a maximum win condition is mentioned in the specific terms and conditions, but a maximum win is applied regardless, we argued in the player's favor in the past. If, however, you don't have evidence that the bonus carried 'no max win' or a similar condition, we can't argue against the casino applying the maximum win rule specified in its general bonus conditions. I hope that clarifies our position.

Since you haven't yet proven that the casino offered a bonus with a 'no max wins' condition in its specific rules, there is nothing else we can do in this situation, and the complaint will be closed.