Slot Rush Casino - Player’s winnings are confiscated.

Hello

I already had an account with slotRush casino and they sent me a email about a 100% deposit bonus as a welcome back offer it was even a code BACK100 or something.

I check the email and there is no mention about any max win and i check regular terms no max win rule.

I play the bonus and when i finish the wagering requirement I have €5203 and after a minute or 2 after the wagering is done all money except €856 is left in my account, I kind of panic and think did i miss a max win term?

Checking everytihng once again and still cant find any max win term for this bonus.

When i talk to support i get told in a sturn way its a 5x max win for this bonus and naturally i ask them to cly i ask them to show me the terms that say this but they cant find it and insist that it was displayed 5x max win in the specific bonus information(not true I have the print screen of this).

Anyway after some back and forth they tell me that by mistake their 5x max win was not written and they said they were sorry for this.

But after they said that they say the regular terms say there is a €20 max win for all bonuses if not specified other way.

They have this term but im pretty sure its meant for no deposit bonuses even though it says deposit bonuses also, BUT they also have another term very simular to this that says all bonus have a maximum of $/€10 000 max win if not specified else.

they kind of tell me that i should be happy with the €856(5x max win) because else they will only give me €20 if i dont accept it, also kind of telling tme they make me a favor to give €856 instead of €20.

Anyway I have all emails all chat transcripts and I have print screened all their terms.

I need help with this because i feel that im getting scammed here with contradicting terms and lack of terms

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Hello,

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

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

• Could you please share with me the bonus offer email you received from the casino?
• Could you please confirm how much you deposited and how much the casino credited in bonus money initially to your balance?
• Could you please share with me your communication with the casino regarding the issue? Send emails or chat transcripts to my email at tomas@casino.guru, 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

Ok I shared 2 chat transcripts and also the email they sent me about the original offer to your email.

There is no max win written down in the email either, but in other email offers I have revceived after this there is max win specified.

I also have all the terms printed and also the terms that was for this specific bonus if you want me to give this to you?

I deposited €170,88 and got the same amount in a 100% bonus

Thank you for taking the time to share your detailed feedback, and please accept our sincere apologies for the confusion, stress, and frustration this situation has caused you. We completely understand how upsetting it is to see your winnings adjusted, especially when dealing with contradictory terms during the bonus activation.

Following a thorough internal investigation into this matter, we are pleased to inform you that the remaining balance of your winnings has now been fully credited to your real money balance, and you are free to access these funds.

Our investigation confirmed that when this specific bonus was activated, the maximum win limitation was indeed omitted from the promotional materials, and we acknowledge that our terms and conditions did not provide full clarity regarding this specific scenario.

We take your feedback very seriously and view it as an invaluable opportunity for growth and improvement. We want to thank you sincerely for bringing this critical issue to our attention. Please be assured that we are already actively working on completely reworking our terms and conditions, as well as refining our system to ensure maximum transparency for all bonus conditions at the exact moment they are activated.

We deeply appreciate your patience, cooperation, and honesty as we work to make our platform better and fairer for all players.

Best regards,

SlotRush Casino Team

Thanks to both parties for your replies and the information provided.

Dear vingrom2023,

Please let me know if the winnings were credited and what you wish to do next.

If there is anything else we might assist you with, let us know.

Looking forward to your reply.

Ok yes my balance have been restored to €5206.

I have made a withdraw of €4000 now and I will update here when/if they pay

Thanks for the confirmation.

Please let me know whether your payouts keep getting processed or if there are any obstacles in receiving your winnings.

Looking forward to your reply.

My account just got verified now.

Made another withdraw of €4000 will update here when/if I receive it.

They still havnt paid me anything and the have cancelled my withdraws 3 times.

Talked to support again and they told me to upload address document again... even though I was verified already since last week when I posted here.

So either they just stalling or I dont know why they still dont pay me.

Thanks for your reply and the update regarding your payout.

Dear Casino Representative,

• Could you please clarify what obstacles there are to paying the player their winnings?

Looking forward to your reply.