The player from Germany faced a confiscation of his €1,500 winnings after fulfilling bonus requirements, despite unclear terms regarding bonus buys during an active bonus. He questioned the casino's policy, argued that there were no restrictions during gameplay, and sought support for his situation and others with similar experiences. We reviewed the casino's bonus terms, which specified a maximum bet limit of €5 during wagering, including bonus buys, and stated that breaching this rule would result in confiscation of winnings. Since the player did not respond to requests for further information and evidence, the complaint was closed due to lack of cooperation.
Slotlounge Casino - Player's winnings have been confiscated.
Closed
Our verdict
Player stopped responding
Amount: €1,500
Slotlounge Casino
Safety Index:Above averageCase summary
Discussion
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2 weeks ago
Translation
I deposited for a bonus and lost almost everything through bonus buys. With the remaining balance, I played my way back up, used more bonus buys, and finally fulfilled the bonus requirements. After that, the €500 was converted into real money, and I won a total of €1,500.
I was suddenly logged out, and after logging back in, my €1,500 was confiscated. The reason given was that I had exceeded the maximum stake of €5. However, the bonus terms and conditions contain no clear clause prohibiting bonus buys during an active bonus, and there was no technical block in place.
The question is: Why does the casino allow bonus buys with an active bonus and only intervene when a player wins? Losing players don't seem to have this problem. I'm hoping for support for myself and other players who, according to reviews, have experienced something similar.
Automatic translation:
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2 weeks 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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2 weeks ago
Dear Rama68,
Thank you for submitting your complaint. I'm sorry to hear about your negative experience. I checked the bonus T&Cs and found this:
2.2. The maximum bet while wagering is 5 EUR (or equivalent in another available currency) unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus being confiscated and the deposit being refunded.
Our position is closely explained in the Fair Gambling Codex
https://casino.guru/fair-gambling-codex-for-casinos#max-bets: 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 you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected].
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,
Attila G.
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1 week ago
Dear Rama68,
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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yesterday
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,
Attila
Casino.Guru
