The player from Baden-Württemberg had deposited approximately 25 EUR with a 155% bonus and won 4000 EUR, which were reduced to 15 times the bonus after wagering. He had built up new winnings, but his withdrawal request was denied, and his winnings were reduced again, despite his belief that the funds earned after the bonus should not have been restricted. A payout of 500 EUR was currently in progress. The Complaints Team clarified that the casino's actions were deemed unfair due to a lack of clear communication regarding the bonus terms. Despite the player having fulfilled the wagering requirements and believing the funds to be real money, the casino enforced a win cap that was not adequately disclosed. After further review, the casino decided to grant the player's request, and the balance was successfully returned for withdrawal. The case was marked as resolved upon confirmation of the funds being credited to the player's account.
Slotvibe Casino - Player's winnings were reduced twice.
Case closed
Amount: €1,300
Slotvibe Casino
Safety Index:HighCase summary
Dear Luther01,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Welle Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Were you informed at any point that bonus terms and conditions persist after the wagering of the bonus is complete?
- Could you please advise if the balance in your casino account is divided into real and bonus money balances?
- Has the balance you continued to play with appeared as 'withdrawable'/ 'real money', or were your winnings displayed in your bonus balance?
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Kristina
Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.
The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.
Stay cautious and contact us directly if you have any doubts.
Screenshot 1: Proof balance was 1346 EUR, since my balance was subsequently set to 500 EUR (which is currently being paid out)
Screenshot 2: Last bets before payout
Screenshot 3: Reset because the bonus was successfully wagered
Screenshot 4: Withdrawal after bonus with earned credit rejected (see screenshot 1)
Thank you very much, Luther01, for your cooperation. I will now transfer your complaint to my colleague Michal ([email protected]) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
The 500 EUR were successfully paid out today
Hello Luther01,
I'm Michal, and I have assumed responsibility for your complaint and will continue to cooperate with the casino team in resolving your case.
I'm pleased to hear that you received the 500 EUR. Could you please let me know what other funds you are still anticipating to receive?
Hello,
I am still expecting 846 EUR, as these were taken from me after the successful implementation of the bonus, even though it had already been fully implemented.
Thank you for your response, Luther01.
Dear Slotvibe Casino,
Could you please provide clarification regarding the confiscation of the winnings that the player obtained after successfully wagering the bonus? Was the player informed in any way (such as through a rule quotation, pop-up notification, etc.) that these winnings would be confiscated, despite the fact that the maximum win cap for the bonus play had already been applied?
If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at [email protected]
We are looking forward to your explanation on the course of events.
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 was just in the live chat again, where I was told that the bonus would still apply after the wager was completed, and I was made aware of this clause. However, it only states that the winnings from the bonus are limited to a maximum of 10x the bonus amount, which is true, since I was bet on approximately EUR 500 after the wagering.
These 500 EUR were also shown to me as "Available" and no longer as "Blocked by Bonus".
This amount is therefore bonus-free and therefore no longer subject to withdrawal restrictions.
I understand the first rollover due to this clause, but I still believe the second rollover was unjustified, as it was real money at the time, and I was denied €846. There's no clause stating that a successfully wagered bonus will be treated as a bonus even after the wagering.
Dear Luther01,
I am still awaiting the information I requested from the casino team; however, it appears that the contacts we previously had for the Slotvibe representatives in our system are no longer valid. I have contacted the casino team through alternative channels, and I am hopeful that we can clarify the situation. Our goal is to resolve or clarify every case whenever possible rather than leaving it unresolved, so I will extend the timer by an additional 7 days. I hope to provide more information soon.
Hi Guys. I received this yesterday. We are looking into the matter and will revert ASAP!
Dear Slotvibe Casino,
We are looking forward to your explanation of the course of events.
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.
Hello everyone,
First , we would like to apologise for the bad taste the player left with regarding this matter, However, after a thorough check we found no issue with the winnings paid and the cut made.
The player made a deposit with a promo which had a max win of 500 and was paid accordingly, rest of the balance which was generated by the bonus, is naturally voided.
The cut made was as per the t&c of the bonus (screenshot attached).
That's right, I received €500 from the bonus. As you said, the maximum winnings FOR THE BONUS are €500. So, I don't understand why my balance was reset upon withdrawal AFTER I successfully wagered the bonus. Because I was no longer in the bonus after the withdrawal and, with a bit of luck, I was able to earn more balance.
To clarify for full transparency: the initial adjustment to your balance was applied automatically by our system, in line with the settings configured in the bonus terms . This is a standard and expected behavior when a bonus includes a maximum withdrawal limit.
Following that, you continued playing with the remaining funds, which were still linked to the same bonus. As your balance increased further, it remained subject to the original bonus conditions. When a withdrawal was later requested, our team reviewed the case and confirmed that the additional winnings still fell under the same bonus and its max win restriction. As such, the withdrawal could not be approved, and the balance was adjusted to reflect the maximum allowed payout from that bonus.
We understand this may be frustrating, but we do our best to clearly communicate and enforce bonus terms to ensure fair play for all users. If you have any further questions or concerns, our support team is always here to help.
Best,
Support team
These are clearly unfair bonus conditions.
Dear Slotvibe Casino,
Thank you for your response. While I do appreciate that the initial adjustment to the player's balance was applied automatically by your system, in line with the settings configured in the bonus terms, this is all alright, but I still lack your comprehensive explanation of how the player was made aware that despite the maximum win cap from the bonus being applied, and as they said "These 500 EUR were also shown to me as "Available" and no longer as "Blocked by Bonus" the bonus rules are still in place.
I have not yet found any rule in your terms and conditions indicating that if players continue to engage with the remaining funds after reaching the bonus maximum win cap, they are still bound by the original bonus conditions.
Additionally, I have not identified any rule that mandates players to withdraw winnings derived from the bonus after it has been successfully wagered and the maximum win cap has been reached, so that the bonus rules are "completely removed."
I am also eager to receive clarification on whether the player was notified up front in any manner (such as through a rule citation, pop-up message, in-game notification, etc.) that any further winnings made by the "real money" would be forfeited, as the win cap for the bonus play had already been applied and thus the funds should be considered "real money."
It does not seem fair to apply a rule that is not clearly communicated up front, especially when it affects fairly won winnings.
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.
We hope this message finds you well.
We kindly seek to clarify a point, as we are somewhat uncertain about the meaning of "there isn't any condition against." Please allow us to clarify that the maximum win limit applied to the bonus is, in fact, considered a condition.
For example, if a player wins €10,000 from a bonus with a €500 maximum win limit and receives that €500, the remaining potential winnings from the bonus are naturally voided. In such cases, a second balance adjustment is required: the initial deduction applies to the requested withdrawal, and an additional adjustment accounts for any remaining winnings that exceeded the limit.
The only circumstance in which the player could continue playing with the remaining balance (without being able to withdraw more, due to the €500 cap) is if they had not requested a withdrawal at that time. Ultimately, the player has won the maximum amount permitted by the bonus terms, which we believe represents the most favorable outcome—completing the wagering successfully and receiving the maximum payout allowed.
If we have misunderstood any aspect of Casino Guru’s explanation or expectations regarding this matter, we would sincerely appreciate your guidance.
From our understanding, this type of bonus enforcement aligns with industry standards, and we are not aware of other operators managing it differently.
Thank you very much for your time and assistance. Please do not hesitate to contact us if you have any further questions or clarifications.
Warm regards,
Support Team
SlotVibe
Dear SlotVibe Team,
Thank you for your response. Let me try to clarify the point I'm trying to make.
As you mentioned:
The player made a deposit with a promo which had a max win of 500 and was paid accordingly, rest of the balance which was generated by the bonus, is naturally voided.
This is all correct.
As you further mentioned:
To clarify for full transparency: the initial adjustment to your balance was applied automatically by our system, in line with the settings configured in the bonus terms . This is a standard and expected behavior when a bonus includes a maximum withdrawal limit.
This is also quite correct. So far, so good. The detail which might cause a bit of trouble is the maximum WIN and the maximum WITHDRAWAL. As it's stated in the screenshot you shared, we are talking about the maximum WIN. The FIRST adjustment to the player balance was indeed done correctly.
However, as the player mentioned, "These 500 EUR were also shown to me as "Available" and no longer as "Blocked by Bonus"
So to summarise, the player fulfilled the wagering requirement of the bonus, the maximum win amount (€500) was credited to the player and the excessive winnigs were voided. From this point on, the bonus rules should NO LONGER apply. These €500 should be considered real money and thus naturally no bonus rules should longer apply. At least this is how it works in most top casinos.
Thus, my questions remain. Was the player informed in any way (such as through a rule quotation, pop-up notification, internal message, etc.) that any additional winnings they managed to make from these €500 would be confiscated, despite the fact that the bonus wagering was fulfilled and the maximum win cap for the bonus play had already been applied?
Is there any rule in your T&Cs indicating that after the player wagers the bonus and their winnigs will be adjusted to the maximum win rule, they must withdraw the funds so that the bonus rules no longer apply?
Why were the €500 shown in the player's account as "Available" and no longer as "Blocked by Bonus" if, as you say, the bonus rules, particularly the maximum win limit was still active?
I hope this is more understandable for you and that you grasp the message I am attempting to convey. As for now, it appears that you have limited the player winnings on two occasions, which does not align with the fair practices we anticipate from reputable casinos, and we cannot endorse such actions.
I'm looking forward to your clarification.
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.
Dear Casino Guru Team,
Thank you for your thoughtful clarification. We now better understand the core concern, and we appreciate the opportunity to respond.
To clarify, we respectfully disagree with the interpretation that bonus terms should cease to apply once the maximum win cap has been reached—unless the player immediately withdraws the capped amount. In our system, and as stated in our terms, the capped amount remains subject to bonus conditions until a withdrawal is initiated, precisely to avoid the scenario where players continue to play with bonus-derived funds and generate additional winnings that circumvent the maximum win rule.
Addressing Your Key Points:
The €500 Was Labeled "Available":
Yes, the balance was shown as "Available" because the player had completed the wagering. However, this does not mean it became unconditional real money. This status change reflects wagering completion, not a removal of the bonus restrictions, including the win cap. This is standard practice in many platforms where system labels reflect functional status, not full regulatory clearance.
Why Didn’t We Block Further Play or Force Withdrawal?
We believe in giving players flexibility. However, allowing continued gameplay on capped funds does not imply the removal of bonus constraints. The cap still applies. If the player voluntarily chooses to play on with the €500, any subsequent winnings—still derived from capped bonus funds—remain subject to the same maximum win condition.
Is There a Rule Stating the Player Must Withdraw?
Our terms do not explicitly state that the player must withdraw to "unlock" the €500. Instead, they clearly state that the maximum win cap applies to the entire bonus journey, and any winnings beyond that cap are void, regardless of whether they are generated before or after wagering is completed. This is the rule that applied to this case and was consistently enforced.
Were the Winnings Limited Twice?
Respectfully, no. The winnings were capped once. What may appear as a second limitation is in fact the application of the same bonus rule on post-cap gameplay. The system did not allow any accumulation beyond the €500 maximum, in full alignment with the stated conditions.
In conclusion, we maintain that:
The bonus rule was enforced only once and consistently.
Continued play with capped funds does not nullify the bonus terms.
The player was not penalized unfairly; they received the maximum permitted winnings.
That said, we acknowledge that the "Available" label may have caused confusion, and we are actively working to update this UI element for better clarity.
We hope this resolves the misunderstanding and reinforces our position as one aligned with fair and consistent bonus enforcement.
Sincerely,
SlotVibe Support Team
Dear SlotVibe Support Team,
Thank you for your response and for sharing your point on the situation.
I do have some additional questions:
The €500 Was Labeled "Available":
Yes, the balance was shown as "Available" because the player had completed the wagering. However, this does not mean it became unconditional real money. This status change reflects wagering completion, not a removal of the bonus restrictions, including the win cap. This is standard practice in many platforms where system labels reflect functional status, not full regulatory clearance.
Where exactly in your bonus terms is it mentioned that after completion of the bonus wagering, the bonus rules and especially the win cap is still active/applicable?
Why Didn’t We Block Further Play or Force Withdrawal?
We believe in giving players flexibility. However, allowing continued gameplay on capped funds does not imply the removal of bonus constraints. The cap still applies. If the player voluntarily chooses to play on with the €500, any subsequent winnings—still derived from capped bonus funds—remain subject to the same maximum win condition.
You referred to it as "flexibility"; however, from our perspective, you permitted the player to engage with these €500, which involved the risk of losses. Yet, upon winning, you imposed a cap on the winnings, citing a rule that was not adequately communicated in front. Are you aware that this has placed the player in an unfair situation? Do you view this method as fair to your customers?
Our terms do not explicitly state that the player must withdraw to "unlock" the €500. Instead, they clearly state that the maximum win cap applies to the entire bonus journey, and any winnings beyond that cap are void, regardless of whether they are generated before or after wagering is completed. This is the rule that applied to this case and was consistently enforced.
Please point out the exact rule where the above-mentioned is stated, as I have not found such a rule in your Bonus terms and conditions.
Were the Winnings Limited Twice?
Respectfully, no. The winnings were capped once. What may appear as a second limitation is in fact the application of the same bonus rule on post-cap gameplay. The system did not allow any accumulation beyond the €500 maximum, in full alignment with the stated conditions.
Sadly, your response here does not align with the facts at hand. In reality, you capped the player's winnings twice. The first cap was absolutely correct, which, as you mentioned previously, was done automatically by your system, but the second cap was done ( most likely manually) according to a rule that I was not able to find, and at the moment, it appears that the player was not correctly made aware that it is still in place.
Why would the player risk continuing to play if they know in advance that any winnings they manage to make will be confiscated?
As I mentioned previously, it still appears to me that you have limited player winnings on two different occasions, referencing a rule that was not clearly conveyed to the player. This is not in line with the fair practices we anticipate from reputable casinos, and we cannot endorse such actions.
I await your clarification on the points I've made.
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.
Dear Luther01,
I have been making efforts to clarify the situation with the casino team, but unfortunately, we have reached a standstill.
Despite providing the casino team with ample time to address the situation or reach a suitable agreement, their lack of response suggests they may have lost interest in doing so.
As I have previously mentioned, we at Casino Guru believe that any significant rules regarding bonuses or the use of funds derived from bonus play must be communicated clearly from the outset.
If a casino allows its players to use funds that were previously capped according to the maximum win rule outlined in their bonus terms, which carries the risk of losses, yet subsequently imposes another cap on winnings by referencing a rule that was not clearly communicated beforehand, it results in an unfair scenario for the player, as was the case here.
In our dedication to enhancing the online gaming sector by fostering a safe and equitable atmosphere for both players and casinos, we hold the view that the seizure of your winnings by the casino team in your case is not fair; therefore, this case will now be closed as Unresolved - Against Fair Gambling.
I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react and resolve this case, we will reopen the complaint, and you will be notified by email.
In the meantime, if you want to take your complaint further, you can submit a complaint to the Curaçao Gaming Control Board (GCB) via this contact form. Although GCB currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Please let me know how they responded at [email protected] if you decide to try this option.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
We’ve reopened this complaint at the request of Slotvibe Casino. We would like to allow this case one more chance to be resolved and help both parties involved to reach a satisfactory conclusion.
Thank you for your patience. We apologize for the delayed response. We took this case to management, and after thoroughly reviewing the case, as an exception, we decided to grant the player's request.
We are pleased to inform you that the balance has been successfully returned to the player for withdrawal. The player has been informed of this as well. Additionally, we have implemented further mitigating measures to prevent similar issues from occurring in the future.
Please do not hesitate to reach out if you have any further questions or need additional assistance.
Dear SlotVibe Support Team,
Thank you for your reconsideration and for making a just decision.
Dear Luther01,
I appreciate your patience throughout this process. Although it took longer than anticipated, I am pleased that we have reached a satisfactory resolution to this matter. As the casino team has indicated, the funds have been successfully recredited to your balance, and you are now able to withdraw them. Kindly inform me once you have received the funds so that I can consider this case to be resolved.
I'm pleased to hear that an exception was made. Thank you for that.
The money has already been credited to my account on the site. I've requested a withdrawal; if it's successful, I'll get back to you.
Thank you for your help and understanding.
Dear Luther01,
I have my fingers crossed that the withdrawal will be processed as per the usual withdrawal schedule. I will await your confirmation, or if you prefer, please feel free to use the designated "resolved" button once you receive the funds.
We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.
Dear Luther01,
We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.
As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.
Thank you in advance for your time and feedback.
Best regards,
Michal
Casino Guru
