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

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

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.

The cancelled my withdraw again.

And every time they cancel withdraw I dont get any email or notifications about withdraw being cancelled or why its cancelled.

I dont understand why they keep on being complicated

Update:

I have only received 1 small withdraw of €500 from them, I have a withdraw of €1000 pending for 3-4 days now.

when i talked to support I was told that withdraw limit per day is €2000.

So I think they are stalling on purpose because else I cant see why they are taking so long time.

Update.

Now they cancelled my withdraw of €1000 and then sent me an email saying that the transaction was cancelled because of a technical issue.

I mean they are not even good at lying, its the same crypto address as the withdraw of €500 that they sent me earlier.

How can it be a technical issue? impossible if you are not a very very unprofessional casino or straight up liars!

Thank you for taking the time to share your detailed feedback and describe your experience with us.

We fully understand your concerns and the frustration caused by the delays and additional waiting time during the withdrawal process.

We would like to assure you that the delays were not caused by any intention on our side to postpone your payment or create additional difficulties. Unfortunately, during the processing of your withdrawal requests, we experienced temporary technical issues that affected some transactions and required additional time to be resolved by our payment department.

Regarding the verification process, we would like to clarify that the account verification was a standard procedure for confirming your identity and ensuring the security of your account and proper processing of payments. This procedure was not intended to delay your withdrawal.

We are pleased to confirm that all your funds have been successfully paid out and that all obligations from our side have been fully fulfilled.

We appreciate your patience and understanding throughout this process. We value the feedback you provided, as it helps us continue improving the quality of our service.

Once again, we apologize for the inconvenience caused and thank you for your understanding.

Best regards,

SlotRush Casino Team

Finally I have been paid the full amount.

It is sad though that I had to write here to finally get it solved and they stoped stalling.

Thanks for the help casino.guru because im very sure that if you didnt help me they would never had paid me or accepted their mistake.

Good to have websites like you that keep these stalling and complicating casinos at bay.

Thanks!!

Dear vingrom2023,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Tomas

Casino.Guru