Eternal Slots Casino - Player's withdrawal is denied due to rule claims.

I had started to play with a free bonus but then my balance went below a dollar In fact i was on my Last .10 cents.

Then i started to win and i got up to 285.

Here is what they are denying my withdrawal for they claim a violation of the rules but howndid i violate the rules whe this popes up on My screen when i wen below a dollar?

So i ask how can they keep the rules to a coupon that has been canceled? The representative said just because the playthrough balance disappeared doest mean i dont have to complete the terms before cashing out?????? That is not fair to keep the rules active after the coupon is canceled is it?????

Hello Mikeydee707,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Eternal Slots Casino. Please allow me to ask you a few more question before we would move forward.

• Could you please advise if your account is already verified and if yes, since when exactly?
• What balance did you use to win if you claim that your balance was 10 cents?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Yes my accountnis verified has been since it was opened.

I signed up because i am a elite member at their sister casino Mr.O

My balance was down to .10 cents when i won on the .05 cent poker game (Aces and Eights).

I last spoke to them today about the withdrawal beimg void it was through an email that they didn't respond to till today.

It was originally sent right after they voided my win.

Hello Mikeydee707,

Did you have real money balance on your account before you claimed the bonus?

Wasn't all the money balance voided once the bonus was clear?

If possible, please forward your deposit, bonus and betting history to nikolas.b@casino.guru for further review.

Regards,

Nick

Yes but it was just a few cents but itwas still some cash

No the balance doesn't clear when under a dollar

I cant get the deposit history it only gies back one week

Thank you Mikeydee707 for all the information provided. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello Mikeydee707 ,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Eternal Slots Casino to join the conversation and participate in the resolution of this complaint.

Dear Eternal Slots Casino,

Can you please provide a more specific explanation about which rule the player has broken? Why are the bonus conditions still applied?

Kind regards,

Adam

Hello everyone,

Hope you're having a successful week so far.

Please note that we have reviewed the mentioned situation, and unfortunately, the removal of the funds won during your gameplay with the coupon "MROGIFT" can be justified by the official Terms&Conditions on our site.

Rules of the Promotion are in full effect until a brand new "Fund" action is processed to your account. With that in mind, even though your total balance at one point dropped below the $1 point, you are practically still using Bonus funds until you trigger a Fund(Deposit) action to your account.

"Coupon cleared" is a system-designed message that shows-up on the very last Bet before Player's balance drops below $1, and it should represent the end of the gameplay with that certain Bonus. If you, however, choose to continue with the play despite of this occurrence, please keep in mind that you must still follow all the rules previously defined.

We will provide the links to our T&C page and the specific Term that was violated during the gameplay:

https://eternalslots.com/terms

6. BONUSES AND PROMOTIONAL OFFERS,

6.5. Upon claiming a bonus, its terms take effect immediately and remain valid until a new Fund Action (Deposit or Bonus) is processed to your account, thus clearing the bonus from your balance. These Bonus Terms persist even after meeting the wagering requirements and initiating a withdrawal. Adding a deposit on top of your existing bonus balance does not invalidate the Bonus Terms. Violations of these terms during their validity period may lead to the forfeiture of all winnings, as outlined in the Terms & Conditions. These promotion terms cease to be applicable upon a new fund action (deposit or bonus) when the playable balance falls below $/€ 1.00. For further clarification, please refer to term 7.1.j.

Thank you for your understanding in regards to this matter.

Best regards,

Mario Lorenzo

Eternal Slots Casino

Hello Mario,

Thank you for your response.

While I understand that the bonus funds have conditions applied to them, I can also see how the terms could cause confusion, especially with the pop-up telling the player that the bonus is finished. It would surely make sense to clear any remaining funds once the balance goes below the stated amount to prevent such situations occurring.

Can I ask what rules specifically have been breached that have led to the winnings being confiscated? Additionally, I tried to refer to term 7.1.j for further clarification, but I couldn't seem to find it.

Kind regards,

Adam

Dear Adam,

Thank you for getting back to me.

As much as we understand that these factirs can sometimes leave a Customer confused, this system feature happens automatically, and we can not prevent it due to system barrier. We have designed the specified Term in order to give a better perspective to the Customers if they happen to experience such phenomenon.

Coupon is cleared once the balance has dropped below $1 point, in that case, Customer's next step should be to start a new Fund action to prevent still being under the rules of the Promotion previously used. Despite the "Coupon cleared" message, Customer is, by all means, still using Balance that originates from a "Bonus"/Promotion - and that Bonus/Promotion is constructed and shaped through specific rules.

To give you more depth about the current set of circumstances, exact reason why the winnings were confiscated from the customer Mikeydee707, is due to breaching the two main Terms.

1) Overbetting - Betting more than the allowed $10 limit.

2) Restricted games - Playing games which were not allowed - Crash Games & Video Poker (Non-Progressive slots being only allowed games)

Let me know if I can provide more evidence via email or Skype conversation.

Best regards,

Mario Lorenzo

Eternal Slots Team

None of that is fair if the bonus is cleared how can i have a violation of rules to something that is cleared?

And they say you Are still using bonus money even if some of that pocket change is from your last deposit?

If someone gets lucky on Their last .10 cents i feel like itwas ment to be and they should not be allowed to do this to someone that is clearly finally getting their luck to turn around.

It is not fair gaming that they are practicing.

All the way to making us pay back wamhat is won on A bonus before letti g you use another or even claim you reward for previou days deposit untill said bonus money is covered in full. It underhanded and shadey.

Hello Mario,

Please do feel free to send supporting evidence to my email, adam.m@casino.guru, including the balance before and after the use of the bonus, and all relevant gameplay history.

Kind regards,

Adam

Hello Mikeydee707,

I have received the supporting evidence from the casino, and this is still being discussed via email. I will therefore extend the timer accordingly.

Kind regards,

Adam

Hello Mikeydee707,

After discussing this case both with the casino and internally, we have come to the conclusion that the fairest way to resolve this situation is for the casino to reset the bonus and for you to try playing it again, this time with the knowledge that the rules will apply even after the balance drops below the previously stated amount.

While I understand the confusion regarding the popup, the fact remains that the money is free bonus money. The casino should mention that the rules still apply after the message appears, but you also were aware of the fact that you were not playing with real money, and this was not the first time you had used this kind of bonus.

I am awaiting a response from the casino regarding this, so I will set the timer accordingly.

Kind regards,

Adam

Hello Mikeydee707,

The casino has agreed with our solution for resolving the situation, and you will be able to claim a coupon for 100 free spins upon contacting the Live Support team.

Please let us know if you agree with this solution and if the complaint can therefore be closed.

Kind regards,

Adam

If that is the best that can be done then i guess i agree but im not happy about this at all. I still feel as though i am getting the short end of the stick here. But it is whatnutnus i guess.

Honestly i would be more satisfied if they just let me withdrawal the maximum from the original coupon.....what is it 50 dollars that would be better then having to play it all through again and waste a bunch of time....

Please see they will accept that and if not then i guess the retry as aast resolution.

Hello Mikeydee707,

I will certainly ask the casino for you, and will let you know very shortly.

Kind regards,

Adam

Thank you

Hello Mikeydee707,

I am still awaiting a response from the casino. I will post here as soon as one is received.

Kind regards,

Adam