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Hello,

I recently deposited into Gslot, took a bonus and read the Bonus Terms & Conditions EXTRA thoroughly beforehand. I then wanted to play the new game Xways Hoarder with the bonus, but it is blocked with bonus money. However, the game is not shown as blocked in the Bonus Terms & Conditions. Also blocked but not listed in the Terms & Conditions were: Fruit Party, Infectious 5. There are definitely more blocked games with bonus money that are not listed, but these are just a few that I noticed directly. The support wasn't much help either, I'll attach the screenshots for you. Isn't that even illegal? The support tells me it is impossible to list all the games that are blocked, but then the terms & conditions are incorrect and incomplete? What shoud that? I also pay in real money and then expect a fair game, although that is not always the case with casinos and banks, despite that I go through the small print again to be really sure. A cheeky and embarrassing honesty.

Hallo,

ich habe vor kurzem in Gslot eingezahlt, habe mir einen Bonus genommen und vorher EXTRA gründlich die Bonus Terms & Conditions gelesen. Ich wollte dann mit dem bonus das neue Spiel Xways Hoarder spielen, welches aber blockiert wird mit bonus geld. In den Bonus Terms & Conditions wird das Spiel aber nicht als gesperrt angezeigt. Ebenso gesperrt aber nicht aufgelistet in den Terms & Conditions waren: Fruit Party, Infectious 5. Es gibt bestimmt noch mehr gesperrte Spiele mit bonus geld die nicht aufgelistet sind aber das sind nur einige die mir direkt aufgefallen sind. Der support war auch keine große Hilfe, ich hänge ihnen die Screenshots an. Ist das nicht sogar illegal? Der Support sagt mir es ist unmöglich alle spiele die gesperrt werden aufzulisten, aber dann sind die Terms & Conditions doch fehlerhaft und unvollständig? Was soll das? Ich zahle ja auch echtes Geld ein und erwarte dann auch ein faires Spiel wobei das bei Casinos und Banken ja auch nicht immer der Fall ist, trotz dem gehe ich dann extra nochmal das klein gedruckte durch um wirklich sicher zu gehen. Eine frechheit und blamage ehrlich.

Dear apturbo,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise what would be a preferable solution? I understand that it would be ideal to have all the restricted games listed in the bonus terms and conditions, but I’d like to also emphasize that if the software blocks those games that are not allowed during the promotional play, is even better solution.

Looking forward to hearing from you.

Best regards,

Petronela

All games that are NOT PERMITTED should be listed, something just doesn't work. I emphasize again that the players bet real money and not fancy currency. Then I expect absolutely clear terms and conditions. After all, it's supposed to be a casino, not a school project. That's just a cheek, and I've already played a few pages, even if not always fair, but the terms and conditions have always been right. That is probably the least one can ask for.

Es sollten alle spiele die NICHT ERLAUBT sind aufgeführt sein, sowas geht einfach nicht. Ich betone nochmal, die Spieler setzen echtes Geld und keine Fantasie Währung. Dann erwarte ich auch absolut klare AGBs. Immerhin soll das ein Casino sein, und kein Schulprojekt. Das ist einfach eine Frechheit, und ich habe schon einige Seiten gespielt, wenn auch nicht immer Fair aber die AGBs haben immer gestimmt. Das ist ja wohl das mindeste was man verlangen darf.

I’m not sure how we could help with this matter. No harm has been caused as the restricted games, even if they’re not all listed in the terms and conditions, were blocked during the completion of bonus wagering. We are powerless in forcing the casino to change its bonus terms and, in the meantime, we won’t punish missing information if the rule has been enforced on the software level.

Please understand there’s not much we can do for you. 

Let me know if there is any additional information that I have overlooked otherwise, I will be forced to reject your complaint at this time. I really wish I were of more help. Thank you.

Dear apturbo,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

We’ve rejected this complaint as unjustified. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.