Slotlounge Casino - Player's bonus winnings are confiscated.

Hello,

I would like to submit a complaint regarding Slotlounge Casino and the confiscation of my bonus winnings while using the welcome bonus.

I was playing "The Wild Gang" (Pragmatic Play) and triggered a bonus feature during the wagering process. The free spins were played fully and automatically until the end. At the conclusion of the bonus feature, the game displayed a win of €2,260.96.

However, this amount never reached my account balance. Instead, the casino voided the winnings, claiming a violation of their rule that prohibits delaying game rounds or bonus features (Bonus Terms §7.6).

This accusation is incorrect for the following reasons:

❗ Facts of the situation

✔ I did NOT delay any game rounds, free spins, or bonus features.

✔ The feature was played continuously until the result screen.

✔ Pragmatic Play bonus features cannot be postponed by the player.

✔ I did not close the game, switch devices, or interrupt the feature.

✔ The casino claims a violation without providing any technical evidence.

✔ The winnings were never credited to my balance, so I never had the chance to withdraw or "use" them.

🧩 About Multi-Slot Mode

I was using the Multi-Slot function provided directly by the casino platform. If this feature creates a technical risk for "round delay", then this is a platform issue, not player misconduct.

I cannot be held responsible for a feature intentionally offered to players.

📑 Terms potentially violated by the casino, not by me

From the Bonus T&C:

7.6. It is forbidden to delay game rounds, including free spins and bonus rounds, to a later time...

This rule does not apply here because I never delayed anything, and the spins were executed normally.

Further, removing winnings before they are even credited contradicts basic fairness and transparency principles of licensed gaming operations.

📎 Evidence I am submitting:

☑ Screenshot of the €2,260.96 win result

☑ Chat transcripts where support claims a violation but provides no proof

☑ Full Bonus & General Terms for reference

☑ Game timestamp: 15 Nov 2025 – 18:56:13.465 UTC

🎯 Requested resolution

I request one of the following:

✔ Credit and payout of the full €2,260.96 bonus win, or

✔ Technical game provider logs proving that I delayed a free spin (which I know is impossible).

If the casino cannot prove misconduct, the win should be honored.

Thank you for your assistance.

https://www.slotlounge.com/de/bonus-terms-and-conditions

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Dear Xanderl,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Slotlounge Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Have you ever experienced similar issues with this casino or any other online casinos before?
• Do you have any additional documentation or evidence that supports your claims aside from the evidence already submitted? Kindly forward them to my email katarina.d@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Dear Katarina,

thank you for your reply.

1️⃣ Have I experienced a similar issue before?

No, I have never experienced a similar issue with Slotlounge Casino or with any other online casino. This is the first time I am facing a situation of this kind.

2️⃣ Additional documentation / evidence

All available screenshots and evidence regarding the incident have already been submitted with the complaint. If you require any specific additional information, I will gladly provide it upon your request.

Thank you very much for your assistance. I appreciate your time and hope that the issue can be resolved.

Kind regards,

Xanderl21

Dear Xanderl

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Martina (martina.b@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Katarina

Dear Xanderl,

My name is Martina and from now on, I will assist you with resolving your complaint. I am sorry for the situation you found yourself in. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite Slotlounge Casino representative to join this conversation and participate in the resolution of this complaint.

Dear casino representative, could you please provide more information about this case and state the reason why the player´s bonus winning has been confiscated?

Thank you in advance for providing the information.

Hello Martina and Xanderl,

Thank you both for your involvement in handling this case. We have sent the full explanation and all relevant details to Martina by email. Should you require any additional information, we remain available.

If anything further is needed, we remain available.

Greetings, all.

Thank you, Slotlounge Casino, for providing all the information and the evidence about this case.

Dear Xanderl,

Unfortunately, we are forced to reject your case, as the casino has provided us with the evidence that you have indeed violated the terms of the casino.

As you breached clause in Bonus Terms, we are unable to help.

However, if you experience any issues with this or any other casino in the future, please don’t hesitate to reach out - we’re here to help.

Respectfully,

Martina