The player from Germany used a 100% bonus without any mention of a maximum cash out in the terms and conditions. After wagering successfully and reaching a balance of €8300, his withdrawal of €5000 was unexpectedly reduced to €750. He sought assistance regarding this cancellation. We reviewed the casino’s general bonus terms and found that the Welcome Package was subject to a 10x maximum winnings rule, which was considered applicable to bonus play. As the restriction was published in the relevant bonus terms, we had no grounds to challenge the casino’s decision, so the complaint was rejected.
Slotozen Casino - Player's withdrawal has been reduced unexpectedly.
Closed
Our verdict
Unjustified complaint
Amount: €8,300
Slotozen Casino
Safety Index 9.0 Very highCase summary
Discussion
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Public
2 weeks ago
Translation
Good day
Yesterday, I played a 100% bonus at the casino. I read everything beforehand, and there was no mention of a maximum cash out in the terms and conditions or in the bonus window. I then deposited €75, successfully wagered the bonus, and had a final balance of €8300. After verifying my account, I wanted to withdraw €5000 via bank transfer. After several hours, my withdrawal was canceled and simply reduced to €750, even though this wasn't stated or mentioned anywhere.
I'm sending you pictures of the prize I won and the bonus points that were awarded, and I'm asking for your help as I don't know what to do.
Best regards
[Redacted]
Edited by a Casino Guru admin
Automatic translation:
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1 week ago
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1 week ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:
The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10 unless otherwise stated. Any winnings exceeding this amount will be forfeited upon withdrawal or after 24h after bonus wagering. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule.
Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.
Thank you very much in advance for your understanding.
Best regards,
Attila
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1 week ago
TranslationGood day
Thank you for your prompt reply. Yes, I also read that paragraph, but it also states that no gift is given on the welcome bonus. Since I have a screenshot showing the bonus but without the maximum cash out limit, I believe I am in the right. I am attaching the screenshot of the bonus terms and conditions.
Best regards
As you can see, there is no stated maximum cash out of 10x.
Automatic translation:
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6 days ago
Hello,
Thank you for your reply and for providing the additional screenshots.
I understand your point that the specific bonus offer itself did not display the maximum cashout limit. However, the casino's general Bonus Terms and Conditions remain applicable to the promotion. The relevant rule specifically states that the maximum winnings from bonuses, including the Welcome Package, are limited to 10x the bonus amount.
According to our Fair Gambling Codex, we consider win limits unfair when they are imposed on real-money gameplay. However, we accept maximum cashout limits when they apply to winnings generated through bonus play, provided that the relevant restriction is stated in the applicable bonus terms.
In this case, the 100% deposit bonus was part of the Welcome Package, and the casino applied the 10x maximum winnings rule in accordance with its published Bonus Terms and Conditions. Therefore, we unfortunately have no grounds to challenge the casino's decision or request that the remaining winnings be paid.
For these reasons, we will now proceed to reject this complaint. I am sorry that we could not provide a more favorable outcome in this case, and thank you for your understanding.
Best regards,
Attila
