The player from France files a complaint against Slotinium casino for canceling her winnings totaling approximately €2500, claiming she did not violate the maximum bet rule after canceling her bonus. She argues that all bets exceeding €5 were placed after the bonus was voided and only used real money. Despite these points, the casino maintains that her winnings are invalid.
Slotinium Casino - Player’s winnings are confiscated.
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Slotinium Casino
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13 hours ago
Translation
Good morning,
I wish to file a complaint regarding the cancellation of my winnings by Slotinium casino for a total amount of approximately €2500.
On April 14, 2026, I made a deposit of €30, along with a €30 bonus. This bonus was never used, as clearly shown in my history (0/60 progression). In accordance with the casino's terms and conditions, bets are placed primarily with real money balances.
I then made a profit with a real money bet. After this win, I cancelled the bonus at 09:27 UTC (11:27 local time).
After the bonus was cancelled, I continued to play using only real money. Several bets exceeding €5 were placed after that time (notably at 10:17 UTC / 12:17 local time, which corresponds exactly to my playing history).
The casino claims I violated the maximum bet rule (€5) by stating that all these bets were placed during an active bonus session. However:
The times provided by the casino are in UTC, and all bets mentioned were placed after the bonus was voided.
My history clearly shows that the bonus has never been used (€0 of bonus funds used).
Casino support confirmed to me that, without an active bonus, the maximum bet rule does not apply.
The concept of "end of session" mentioned in their conditions is not clearly defined.
Despite these factors, the casino cancelled my entire gaming session and winnings.
I consider this decision unjustified, as bets exceeding €5 were made after the bonus was cancelled and solely with real funds.
Thank you in advance for your help in reviewing this dispute.
Sincerely
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4 hours ago
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.
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4 hours ago
Dear Vanessa6707,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.
I have reviewed the bonus Terms and Conditions and found the following:
"1.11 - When a bonus has been activated or claimed, you cannot place bets exceeding the maximum allowed bet, whether made with cash funds or bonus funds (until the end of your session).
Unless otherwise stated in the specific campaign conditions, the maximum permitted stake is five euros (€5) per bet or per round.
It is your responsibility to know and respect the maximum bet allowed. In case of non-compliance, Slotinium reserves the right to check the account in question and confiscate the balance, including any winnings.
For games offering a 'Bonus Buy' or 'Feature Buy' option, the amount of the bet corresponds to the total cost of the round and not the base bet.
Example: for the Money Train game, a bet of €1 with a Bonus Buy option at 80x (i.e. €80) will be considered as a bet of €80 for that round.
1.12 - Bonus funds are displayed separately from deposited funds. Bonus funds can only be withdrawn after being converted into real money, in accordance with wagering requirements.
1.13 - When a bonus is active, funds are used in the following order: first the cash balance, then the bonus balance."
Our position is explained in the Fair Gambling Codex:
https://casino.guru/fair-gambling-codex-for-casinos#max-bets
The maximum bet rule is an industry standard, and casinos generally have the right to confiscate winnings from bonus play if this rule is violated. Therefore, we usually do not penalize casinos for enforcing this rule.
However, if you believe you were accused incorrectly, please provide the following:
- A link or screenshot of the specific bonus
- Confirmation that you did not use any Bonus Buy or feature purchase options when the winnings were obtained
- Any screenshots or communication from the casino confirming the cancellation of your bonus and details of your bets
You can send all relevant documents to petra.h@casino.guru or upload them directly to the thread.
Thank you in advance for your reply.
Best regards,
Petra
