The player from Austria filed a complaint regarding the confiscation of her $700 winnings, which the casino claimed was due to exceeding the €5 maximum bet limit. She explained that her bet sizes were within the allowed range but that the system had incorrectly displayed combined bets as a single larger amount, leading to this misunderstanding. She requested a review of her account logs to resolve the issue. After investigation, it was established that the game treated multiple balls played simultaneously as a single bet, confirmed by a pop-up message shown during play. The casino's decision to confiscate winnings due to exceeding the maximum bet limit during bonus wagering was upheld, as the player had been informed of the bet calculation method. The complaint was closed due to lack of further response from the player.
SlotLords Casino - Player's winnings have been confiscated.
Player stopped responding
Amount: 700 USD₮
SlotLords Casino
Safety Index:HighCase summary
Dear Slot Lord Support Team,
I am writing to file a formal complaint regarding the confiscation of my $700 winnings. You stated that this was due to exceeding the €5 maximum bet limit, but this appears to be a misunderstanding related to how Plinko bets are recorded and displayed.
During my winning session, my bet sizes were between $0.8 and $1.2 per ball, and I won approximately $800 (1000x multiplier).
At no point did I exceed the maximum bet limit.
However, when I selected 10 balls at once, your system displayed the total combined value (e.g., $12) as if it were a single bet — while in reality, it was 10 separate smaller bets of about $1.2 each.
This system behavior seems to have caused the misunderstanding.
To clarify this, I have attached screenshots and a short video (demonstration only, not from the original session) showing how the system records multiple small bets as a single larger total in the game history. This is intended purely to illustrate how Plinko logs bets, not as evidence from the winning game itself.
I kindly request that you review my account logs and confirm that my per-ball bet amounts were within the allowed range.
This situation appears to be a technical or display issue, not a violation of your Terms and Conditions.
Therefore, I respectfully ask that you reconsider your decision and release my $700 winnings.
Thank you for your time, understanding, and fairness.
I look forward to your prompt response.
Sincerely,
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 makes such a request, do not share any information.
We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.
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Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SlotLords Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Was this the only game you played during the wagering of the bonus?
- Have you confronted the casino with the evidence and explanation of your point of view already? With what result?
- Could you please share with me your communication with the casino detailing the accusations against you? 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
Translation
Yes, the bonus was only for instant win games.
I deposited $53 and received $116—a 120% bonus.
Yes, I have contacted the casino three times already, but they were really not helpful.
Instead of helping me, they just told me to pay more attention next time.
The problem is this:
I bet between $1.20 and $1.50 per ball, but activated the 10-ball feature, so 10 balls were played at once, as can be seen in the video.
That's why a bet of $15 appears in my betting history because the system doesn't recognize that this amount is spread across 10 balls and not on a single ball.
The system also did not reject the bet.
According to the casino, one ball counts as one spin. If that's true, I didn't exceed the maximum bet limit, as my bet per ball was a maximum of $1.50.
I won the $700 with a bet of $0.80 per ball (with a 1000x multiplier).
If the stake had actually been higher, I would have had to win $15,000.
Thank you for your support
I hope I will get the money because I didn't do anything bad on purpose.
Translation
there you can see my actual stake as I said with 0.8 1000x won
Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Matej, who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
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 Maryam77,
I am sorry to hear about your troubles.
I would like to invite the casino representative into the case:
Dear casino representative, could you please check the case and explain to us what happened?
Hello Matej and Maryam77,
Thank you for raising this case and allowing us to clarify the situation. After reviewing the player’s account, we confirmed that the winnings were adjusted because the maximum allowed bet limit was exceeded during the wagering of a deposit bonus, which is a clear violation of the bonus terms.
For reference, the relevant rule states:
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.
Matej, we have the betting history that clearly shows the exceeded bets and would be happy to share it with you for verification. Could you please provide your email address so we can send these supporting materials?
TranslationDear Slot Team,
The maximum stake was $1.50 per ball, and one ball counted as one spin.
I hit the 1000x multiplier with a $1.20 stake – that's how my profit came about. If the stake had been between $12 and $15, as you say, then the total profit would have been correspondingly much higher.
The use of the ball was not refused during the game.
The problem was that I threw all 10 balls at once. If the system didn't recognize them correctly and separate the bets, that's not my fault. My stake was $1.20–$1.50 per ball.
Therefore, after all the clarifications I have already provided, I do not find your decision fair.
Best regards
Dear casino representative,
could you please check the situation under these specific conditions? If the system says that the bet size is $1.2 and only matters if you release the balls at all or one by one, I would say it shouldn't be calculated as one single bet.
Translation
As you can see, the ball value is between $1.20 and $1.50. For example, if you play slots and activate 10 spins simultaneously, these 10 spins will naturally be displayed as separate bets in the history, and not as a single bet.
Therefore, I ask the Slotlords team to refund me the $700 in order to restore a fair relationship between us.
As I mentioned earlier, I would never break your rules.
I've been playing for several years now, and something like this has never happened to me before.
Best regards
Dear Maryam77,
Thank you for your explanation and the screenshot. However, the decision remains correct, as your bet exceeded the maximum allowed stake while playing with an active bonus.
In Plinko X, when you select several balls (for example, 10) in a single round, the system shows the total bet amount for the entire round — not the stake per ball. So, if the displayed total bet was 15 USDT (1.50 × 10), it is counted as a single bet of 15 USDT, not ten separate bets of 1.50 USDT each. The animation with multiple balls may look like several individual spins, but technically it’s one round according to the provider’s logic.
You can compare this to a Bonus Buy feature in slots — even though it includes multiple spins, the entire purchase is treated as one single bet. The same applies here, which is why the system registered a bet exceeding the allowed limit for bonus play, leading to the confiscation.
TranslationHello,
Thank you for your feedback, but the comparison between Plinko X and a bonus purchase on slots is incorrect.
I didn't buy a bonus in Plinko X, I simply selected multiple balls per round – that's a completely normal wager and not a feature purchase like in slot machines. To say that this is treated like a bonus purchase is therefore illogical and doesn't reflect how Plinko works.
To use your example with the slots:
If I activate auto-spin on a slot machine and let it run for, say, 10 spins, the system doesn't count them as a single bet. Each spin is recorded separately as an individual bet – exactly as it should be.
Why should everything in Plinko suddenly be counted as a single bet just because I play multiple balls simultaneously? That makes no technical or logical sense. More balls mean multiple independent results, therefore multiple bets – not a single "huge bet".
In addition, there is another important point to consider:
You do not have a $5 max bet limit set in the system that automatically rejects a bet once it exceeds the allowed maximum bet.
If a limit exists, it must be enforced technically. The fact that the system accepts bets that are supposedly illegal, but only penalizes them retroactively, is neither fair nor in accordance with the rules.
I therefore request that this be checked again correctly.
TranslationI won $927 yesterday and waited over 24 hours for my withdrawal to be approved. Despite multiple inquiries, live support was unable to help me and did not forward my request.
In the end, you achieved exactly what you wanted – I lost my money again. So please don't talk about "responsible gaming," especially when your terms and conditions state that withdrawals should be processed within a maximum of 24 hours.
I've only had bad experiences with you guys.
TranslationDear Mr. Matej,
I haven't received any feedback from you regarding the $700. In the meantime, I won $6,000, but I was very angry and ultimately lost all the money.
I tried for three days to have a cooling-off limit set. However, the casino was completely uncooperative. In the live chat, I was told to contact them via email, but my messages were never answered. Only after I had lost all my money was it suddenly possible to deactivate my account for gambling via the live chat.
This is completely incomprehensible to me and shows that there are no protective mechanisms for the players.
Best regards
Dear Maryam77,
I apologize for the delayed response. I'm waiting for testers to review the game's behavior to confirm how the bet is displayed. I expect to receive videos from them within the next few days.
Dear Maryam77,
I apologize for the delay. We're actively working on your case and will proceed as soon as the tester provides the evidence.
Dear Maryam77,
We have received evidence from our tester indicating that when you select multiple balls, a pop-up message appears. The message explains how many balls you selected — and that the total bet amount will be the multiplier you chose.
Could you please confirm that you saw this message when you selected multiple balls?
TranslationHello,
Unfortunately, I cannot confirm this, as I no longer remember it.
The problem is also this: if the game was programmed that way, then the casino should adjust this in the system and correctly record the maximum €5 bet – and not wait until someone requests a payout and only then confiscate the money.
Dear Maryam77,
I am sorry, I double-checked this with our testers. The information that choosing multiple balls will also increase the bet size is shown in a pop-up window when you select multiple balls.
It is not common for casinos to enforce a maximum bet. We hope this will become a standard in the future; however, for now, the majority of casinos do not enforce this. Because of that, we believe the casino is right in this case.
Translation1. Bet calculation and multiplier (Autospin only as an example)
Could you please explain to me in a way that I can understand how the stake calculation works in this game?
Although the total stake shown was €15, the winnings with a x1000 multiplier were calculated solely on the basis of a $0.80 stake, resulting in a winnings of $800.
Please explain clearly:
why only $0.80 was considered the relevant stake for the multiplier
and how this amount is composed of the displayed total amount of €15.
The Autospin function is mentioned here solely as an example to understand the betting logic:
For example, if multiple spins are executed automatically, is each spin counted as a separate bet or is the total bet split across multiple spins?
---
2. Missing player protection settings
This casino has absolutely no player protection or responsibility settings.
In particular, the following are completely missing:
Stakes, losses, or time limits
Max Bet Limits
Features for responsible gaming
A cooling-off limit can only be requested via email.
Despite repeated requests, I was still able to play during this time, even though I had explicitly requested...
In my opinion, I was treated unfairly and disrespectfully by this casino.
If you believe that the casino is right in this case, please close the case.
Dear Maryam77,
The logic behind this bet is exactly the same as when purchasing bonus features.
How it works:
You can imagine it as a Christmas present (a box) that contains multiple items. The price is paid per present (box), even though it contains several items whose individual value may be lower than the value of the entire present (box).
In your case, when you switch to the 10-balls mode, a pop-up window appears that clearly states this will be considered as a single bet and that the bet amount will increase. This was tested by two independent testers. If the pop-up window had not been displayed, we would be on your side. However, the casino made a reasonable effort to inform you and prevent you from placing a larger bet. Some casinos are able to technically enforce this process, but this is not an industry standard at the moment.
Therefore, with regard to breaching the maximum bet, the casino is in the right.
Regarding your other concerns: when you initially submitted the complaint, it was related to breaching the maximum bet rule. Later, you added information about a cooling-off period and missing RG tools.
The logic here is very simple. Responsible gambling tools are not mandatory, and therefore we cannot penalize the casino if they are not available. We are also not very happy with that and we are preparing special rating for RG tools of each casino, soon it will be availabe on our website.
Cool of period:
If a player explicitly admits to having a gambling addiction, the casino must close the player’s account as soon as possible.
Could you please confirm whether this applies to your case? If so, please also provide supporting evidence and a timeline.
Dear Maryam77,
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.
We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.
Thank you for your understanding.
Best regards,
Matej
Casino.Guru
