The player from Germany had deposited 910 euros at Slota, received an 800 euro bonus, and fulfilled all wagering requirements. However, his total balance had been reduced from 6400 euros to 1000 euros due to a newly applied maximum cashout rule that he claimed was not in effect when he made his deposit. He sought clarification on this matter. The issue was resolved as the confiscated winnings of 5388 euros were credited back to his account, and he successfully received a total payout of 3500 euros. The complaint was now closed as the remaining amount was expected to be paid out shortly.
SlotaCasino - Player's winnings were unjustly reduced.
Resolved
Our verdict
Case closed
Amount: €5,400
SlotaCasino
Safety Index:HighCase summary
Discussion
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8 months ago
Translation
Hello
I deposited 910 euros at Slota on March 8th for this bonus
and then received an 800 euro bonus.
https://slota1.casino/de/promos/womans
After I had met all the bonus wagering requirements, my total balance was reduced from 6400 euros to 1000 euros, even though there was no maximum cashout for this bonus.
I had carefully read the casino's bonus terms and conditions beforehand and could not find any information about the maximum cashout.
In the bonus description there was no information about the maximum cashout (see screenshots) and I couldn't find a maximum cashout for deposit bonuses with deposits in the general bonus terms and conditions either.
it only says that no deposit free spins and cash bonuses without deposit have a max cashout of x10 of the bonus
I contacted my VIP manager at Slota to ask why my winnings were reduced to 1000 euros.
He told me that the bonus had a maximum cashout of 1,000 euros and also sent me the casino's bonus terms and conditions.
apparently has
The casino recently changed the bonus terms and conditions, but when I deposited for my bonus and played, this new bonus rule did not apply.
It is point 19 in the bonus terms and conditions:
Winnings from deposit bonuses or free spins placed in the "Promotions" tab can be withdrawn up to a maximum of 1000 EUR / 1500 CAD / 1500 AUD / 1500 NZD / 10000 NOK / 8000 DKK / 5000 PLN / 1000 CHF / 400,000 HUF. Any additional winnings will be deducted from your balance.
I made screenshots of the bonus conditions on the day I deposited for the bonus, which prove that this new bonus paragraph 19 and this 1000 euro max cashout did not exist before.
The general bonus conditions on March 8th when I deposited for the bonus:
the bonus conditions today:
I am already verified at the casino and this is not my first withdrawal
I hope you can help me to clarify this case
Thank you
Unfortunately I could not upload any screenshots
Automatic translation:
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8 months ago
Dear fowi30,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Could you please try posting the screenshots one more time? If you're still unable to upload the pictures to the thread, forward them directly to me at [email protected]. Kindly include the conversations with the casino customer support as well.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
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8 months ago
Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Kubo ([email protected]) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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8 months ago
Dear Kubo,
We would like to emphasize that, according to our Bonus Terms and Conditions:
Point 19: Winnings from deposit bonuses or free spins, as listed under the "Promotions" tab, are subject to a maximum withdrawal limit of 1000 EUR / 1500 CAD / 1500 AUD / 1500 NZD / 10,000 NOK / 8,000 DKK / 5,000 PLN / 1,000 CHF / 400,000 HUF. Any winnings exceeding this limit are automatically deducted from the balance.
That being said, we always strive to be fair and transparent with our players. While these rules are in place to ensure compliance, we understand that this particular situation may have led to some confusion.
As a gesture of goodwill, we have made an exception and recovered the confiscated winnings, which are now available for withdrawal.
We hope this resolution reflects our commitment to fairness and player satisfaction while maintaining the integrity of our policies.
Kind Regards,
Slota Casino Representative
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8 months ago
Dear fowi30,
I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.
I would like to invite the SlotaCasino's representatives to join this discussion and provide any available information to help resolve this issue.
Dear SlotaCasino,
Could you please clarify the details of this case, specifically regarding the alleged amendment of bonus terms after the player had already claimed the bonus, which led to the confiscation of the part of player's winnings?
Your response and cooperation in addressing these concerns would be greatly appreciated.
Thank you in advance for your time.
Best Regards,
Kubo
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8 months ago
Translation
The confiscated winnings of 5388 euros were credited back to my account.
I have now requested a payout and will keep you updated regularly as to whether everything has been paid out
Edited
Automatic translation:
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8 months ago
Dear SlotaCasino,
Thank you for your response and for reconsidering your decision in the spirit of fair play and a pro-player approach. Your cooperation is truly appreciated.
Dear fowi30,
Thank you for the update. I’ll keep the complaint open until you successfully withdraw your funds.
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8 months ago
Dear fowi30,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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7 months ago
Dear fowi30,
I hope you're doing well. I'm following up regarding the status of your withdrawal. Have you received any additional payments since April 9?
Thank you in advance for the update.
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7 months ago
Dear fowi30,
Thank you for keeping me updated.
As the payouts are being processed regularly, there is no reasonable doubt that the full amount will be paid out shortly. Therefore, I will proceed with closing this complaint as resolved.
If the payouts stop or slow down significantly at any point, please don’t hesitate to reach out to me via email at [email protected].
Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!
We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.
Thank you for helping us improve!
Best Regards,
Kubo
