Slotorado Casino - Player's winnings are confiscated after technical error.

I completed the full 40x wagering requirement on a Welcome Bonus at SlotOrado. After completion, my available balance clearly showed €550. Shortly afterwards the casino deducted €475 without prior notice, leaving me with €75. They claimed this was due to a maximum win limit of x3 on the bonus.

This maximum win limit was not shown anywhere in the bonus terms, the Terms of Service, or the Bonuses Policy that were available to me at the time I accepted and used the bonus.

When I disputed the deduction, SlotOrado eventually admitted in writing that there had been a technical error on their side. This error caused the maximum win information not to be displayed to players. They apologised for the error and confirmed that they have now corrected it so the limits are visible. Despite this clear admission that the restriction was not properly disclosed due to their own technical failure, they refused to reverse the €475 deduction and only offered a promotional code as a goodwill gesture.

I have multiple pieces of evidence, including:

• Screenshots of the bonus terms at the time

• Chat logs

• Their written admission of the technical error

• The formal complaint correspondence

I will also be filing an official complaint with the licensing authority (Curaçao Gaming Authority / CADRE).

In my view, a material restriction such as a maximum win limit cannot reasonably be enforced when the casino itself admits it was not displayed to the player due to a technical error on their part — especially after the wagering has already been completed and the full balance was shown as available.

I would advise other players to carefully screenshot all bonus conditions before accepting any offer at this

ps. I have more proof, but 5 was the maximum attachment

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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.

• Could you please forward me any additional evidence you have regarding this issue at veronika.f@casino.guru?
• When exactly did you activate the bonus, and when did the casino introduce the rule limiting the maximum possible win from this bonus?
• While wagering the bonus, did you see any information in your casino profile regarding the maximum possible win or cashout amount?
• Did you accept the casino’s offer of a promotional code as a goodwill gesture? If so, could you please provide the relevant communication or details of the offer?

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