SlotSite.com Casino - Player feels misled by loyalty bonus terms.

I took a £15 cash bonus which had accrued from ALOT of deposits. Over £600. I understand about accepting free spins, bonuses and wagering requirements but this was a loyalty bonus. Like Tesco club card. With the £15 I won over £205. Just kept spinning and all of a sudden lost EVERY penny. No bonus play… no free spins… nothing. Spoke to the customer service and they just said it was their terms and there was nothing they wanted to do. If there was a wagering requirement they should leave me with the £205 to play through otherwise what’s the point of the £15??? I’m so angry right now.

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Hello,

Thank you for submitting your complaint. I’m sorry to hear about the difficulties you’ve experienced. May I ask a few questions to better understand the situation?

• Do I understand correctly that the casino confiscated your balance (£200)?
• Did the casino specify which rule they used to confiscate your balance?
• Could you please tell me which games you were focused on — slots, live casino, sports betting, etc.?

I hope we can help resolve this issue promptly. Thank you in advance for your reply.

Best regards,

Kristina

Dear Hessiano,

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,
Kristina
Casino.Guru