Slots Hammer Casino - Player’s winnings are confiscated.

Hello,

I am filing a complaint against SlotsHammer casino regarding the Free Spins bonus and subsequent confiscation of winnings.

Proceedings:

• I deposited €25 to get 500 Free Spins on Cash Bonanza.
• I won about €73 from the free spins and fulfilled the 15x wagering requirement.
• After the wagering requirement was met, the balance rose above €220, at which point the casino applied the Free Spins maximum win requirement of 58.3.7 / Free Spins 1.5 and cut the balance to €100.
• According to the terms, bonuses are converted into cash only after wagering (58.3.4) and winnings can be withdrawn when the wagering requirement is met (Bonus terms 1.6).
• So the bonus was processed and ended, and the balance was Real Balance. After the bonus ended, I continued playing without an active bonus with Real Balance funds. With the winnings, the balance rose to over €600 and I made a €350 withdrawal request and continued playing with the rest.
• After requesting a withdrawal and playing, the balance was €0.56. At that point, the casino canceled the €350 withdrawal and removed/kept €250.56, again citing the Free Spins maximum win cap. After that, they returned €100 to my account, which I requested a withdrawal from and withdrew that amount to my bank account.

Why I think this is wrong based on the terms:

• 58.3.7 / Free Spins 1.5 limits the maximum amount "won or withdrawn via Free Spins" to €100. The condition does not state that the cap continues to Real Balance funds after wagering or that it is applied more than once.
• The logic of the terms is that full wagering → bonus "turned into cash" (58.3.4) → winnings can be withdrawn (1.6).
• Nowhere does the max win cap become "sticky" after the bonus, and no condition requires a €100 withdrawal before continuing to play and withdrawing winnings.
• I have asked for a justification three times, but the casino has not identified any clause other than 58.3.7 and has not explained its application for the second time.

Requested solution:

• Refund of the deleted amount of €250.56.
• A clear written justification of which specific clause would justify re-applying the max win cap after the bonus has already expired.

Summary:

SlotsHammer once capped the Free Spins bonus winnings at €100 (T&C 58.3.7 / Free Spins 1.5), but later re-applied the same cap after the bonus had expired and removed €250.56 from the Real Balance. According to the terms and conditions, bonus winnings are only cashed out after the wagering requirement has been met (58.3.4) and can be withdrawn once the wagering requirement has been met (General Bonus Terms 1.6). However, the published terms and conditions do not contain any provision that would allow for a "sticky" continuation of the max win limit or a different application after the bonus has expired and been cashed out.

Attached is the email chain with the casino. I can provide additional screenshots upon request and the text in English if necessary.

Kind regards,

TV

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you noticed any pop-up warnings or notifications after your free spin winnings were capped, that you should withdraw this amount before continuing playing?

Have you already received the 100€ you requested for withdrawal?

Please ask the casino customer support via email to send you your gaming history in Excel format, starting from the moment you activated the free spins bonus, up to the moment you made a €350 withdrawal request, and then forward it to me at [email protected].

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

Best regards

Veronika

Hi Veronica,

Thank you for your message.

I haven't noticed any pop-ups or notifications after claiming my free spins winnings, asking me to withdraw the amount before continuing to play.

I have received the €100 withdrawal I requested.

I have now requested a game history in Excel format from SlotsHammer for the requested period and I expect them to provide it as soon as possible. I will send the file to you as soon as I receive it.

Kind regards,

teevee76

I posted the excel file.

Dear teevee76

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, Peter ([email protected]). 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,

Veronika

Hello there,

Thank you teevee76 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots Hammer Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own ([email protected]). I am sorry I could not be of more help on this occasion.

Best regards,

Peter