The player from Germany faced an issue with the casino regarding a €5 bet that allegedly violated the bonus policy. He argued that the system should have prevented the bet, especially since he had deactivated bonuses multiple times and saw no fault on his part. Additionally, he found the casino's support inadequate. The Complaints Team reviewed the provided information and concluded that multiple breaches of the maximum bet rule had occurred with an active bonus, leading to the rejection of the complaint.
SlotLords Casino - Player disputes a bet violation issue.
Closed
Our verdict
Unjustified complaint
Amount: €425
SlotLords Casino
Safety Index:HighCase summary
Discussion
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9 months ago
Translation
Apparently, I had an active bonus and placed a bet of €5, which violated the policy. As far as I know, the system automatically indicates when such a situation exists, and I can't place the bet at all. This wasn't the case. I even deactivated the bonus several times at the casino (all the bonuses I had were in the low single-digit range, and once I had a wagered amount of €15).
so I could place bets over €5 again. These were usually bets in the form of instant bonus buys.
I don't see any wrongdoing on my part, and the casino's support is very inadequate.
Automatic translation:
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9 months ago
Dear Haumrv96,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the Bonus Terms and Conditions and I found this:
2.2. Limitation of the maximum bet while wagering: 5 EUR or currency equivalents. Max bet limit includes bets doubling after a game round has been completed, bonus rounds (purchased within the game).
Breaching the maximum bet rule leads to all winnings from the bonus confiscated and deposit refunded.
Our position is closely explained in Fair Gambling Codex: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you feel like you have been accused mistakenly, feel free to forward me your game history in Excel format together with a link to the specific bonus that you redeemed and played. My email address is veronika.f@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Veronika
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9 months ago
TranslationSo far, I have not received any further information from the casino about which bonus I am supposed to have activated and which game I violated the terms and conditions for.
I could only provide you with an overview of all games in the form of an Excel spreadsheet.
mfg
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9 months ago
Thank you for your update.
To help us investigate your case further, could you please send us a screenshot of your bonus history from your casino account? Additionally, kindly forward the communication between you and the casino’s customer support related to the alleged breach of the maximum bet rule. My email address is veronika.f@casino.guru.
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8 months ago
Dear Haumrv96,
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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8 months ago
TranslationI forwarded an email from support to your email address. However, I only received an overview of my bets/games from the casino. The account has since been blocked, so I have no overview of my bonus history. My query about which bonus was active during the violation was not answered! I received no further information.
Automatic translation:
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8 months ago
Thank you for your email.
However, the ZIP attachment was not included in the message you sent me. Could you please try sending the email again with the attachment?
Thank you for your patience and cooperation.
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8 months ago
Dear Haumrv96,
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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8 months ago
Thank you for the files. Based on the Excel spreadsheet you sent me, there are several incidents of the maximum bet being breached with an active bonus:
Unfortunately, due to this reason, we are unable to assist you any further. This complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards
Veronika
