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Hey CasinoGuru Team,

I had a relatively bad experience with Slotmafia today.

I used your deposit bonus code "WED150" for a 150% deposit bonus. I deposited 89 NZD (~45€), wagered my funds, and ended up with 660 NZD. I submitted a withdrawal, uploaded the required documents for my KYC, and decided to wait. A few minutes later, I received an email stating that my withdrawal was declined because I exceeded the maximum bet. My bonus winnings were then confiscated, and my balance was reset to my deposit amount.

Some information about the maximum bet:

• The bonus terms and conditions state that the maximum bet is €5 (or the equivalent in another available currency).

The equivalent of €5 in NZD is 1:2, so €5 = 10 NZD. The highest bet I made was 8 NZD, which also went through in the slot and wasn't blocked. However, the casino subsequently told me that the maximum allowed bet was 7.5 NZD. Support also told me that this is stated in the terms and conditions and that I could have contacted support at any time, but this number is nowhere to be found in the bonus terms and conditions.

In short, my winnings were confiscated because I exceeded a maximum bet of 7.5 NZD, which is supposedly specified in the bonus terms and conditions, but is only very roughly stated and completely incomprehensible in the bonus terms and conditions.

Best regards

Kaan

Hey CasinoGuru Team,

Ich hatte heute eine relativ schlechte Erfahrung mit Slotmafia.

Ich habe dein Einzahlungsbonuscode "WED150" für einen 150% Einzahlungsbonus benutzt. Ich habe 89 NZD (~45€) eingezahlt, mein Geld umgesetzt und hatte am Ende 660 NZD. Ich habe eine Auszahlung eingereicht, die benötigten Dokumente für mein KYC hochgeladen und wollte warten. Einige Minuten später kriege ich eine Email, in der steht, dass meine Auszahlung abgelehnt wurde, da ich den Maximaleinsatz überschritten habe. Daraufhin wurden meine Bonusgewinne beschlagnahmt und mein Guthaben wurde auf mein Einzahlungsbetrag zurückgesetzt.

Einige Informationen zum Maximaleinsatz:

• In den Bonus AGBs steht, dass der Maximaleinsatz 5€ (oder der Gegenwert in einer anderen verfügbaren Währung) ist.

Der Gegenwert von 5€ in NZD ist laut Umrechnung 1:2, also 5€ = 10NZD. Der höchste Einsatz, den ich gemacht habe, beträgt 8NZD, welcher auch in der Slot durchging und nicht blockiert wurde. Das Casino sagt mir jedoch im Nachhinein, dass der höchste erlaubte Einsatz 7,5NZD beträgt. Mir wurde auch vom Support gesagt, dass es so in den AGBs steht und ich doch jederzeit den Support hätte anschreiben können, jedoch ist diese Nummer nirgendswo in den Bonus AGBs zu finden.

Kurzgefasst wurden meine Gewinne beschlagnahmt, weil ich einen Maximaleinsatz von 7,5NZD überschritten habe, welcher angeblich in den Bonus AGBs festgelegt ist, jedoch nur ganz grob hinterlegt ist und komplett unverständlich in den Bonus AGBs ist.

Mit freundlichen Grüßen

Kaan

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with StoneVegas Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Have you previously deposited and redeemed bonuses in this casino?
• Was the decision to play in New Zealand dollars your deliberate decision?
• Have you passed verification in the casino? Were you asked to submit documents to complete verification?
• Could you please send the email where you were accused of breaching the maximum bet? Send the email to me at tomas@casino.guru, or post screenshots here

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,

Tomas

Hey Thomas,

Thank you for your reply! To answer your questions:

• Yes, I have made several deposits and redeemed several bonuses, but I have never received any withdrawals.
• Yes, it was my conscious decision because I personally get more play money out of it if I deposit in euros but play in New Zealand dollars.
• I wasn't asked to upload my verification documents, but I do so at every casino as a precaution in case I request a withdrawal. My identity and address have been verified by the casino, but the payment method documents haven't been reviewed yet.
• I'm uploading the screenshots of the emails here.

Best regards

Kaan

Hey Tomas,

Danke für Ihre Antwort! Um Ihre fragen zu beantworten:

• Ja, ich hatte schon mehrere Einzahlungen und habe auch mehrere Boni eingelöst, jedoch kam es nie zu Auszahlungen.
• Ja, es war meine bewusste Entscheidung, da ich damit für mich persönlich mehr Spielgeld herausbekomme, wenn ich in Euro einzahle, aber in Neuseeland-Dollar spiele.
• Ich wurde nicht dazu aufgefordert, meine Verifizierungsdokumente hochzuladen, jedoch mache ich das sicherheitshalber in jedem Casino, falls es zu einer Auszahlung kommt. Meine Identität und meine Adresse wurden vom Casino verifiziert, die Dokumente zur Zahlungsmethode jedoch wurden noch nicht angeschaut.
• Ich lade die Screenshots von den E-Mails hier hoch.

Mit freundlichen Grüßen

Kaan

Thank you very much for providing the necessary information. I will now transfer your complaint to my colleague Mirka (miroslava.d@casino.guru), 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.

Dear player,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite Slot Mafia Casino representative to join this conversation.

Dear Slot Mafia Casino,

Could you please provide clarification regarding this case?

Thank you in advance.

Hello,

Thank you for bringing this case to our attention and for your patience while we reviewed it thoroughly. After re-evaluating all the circumstances, we have decided to reconsider our initial decision.

As a gesture of fairness, we have chosen to return the previously confiscated winnings to the player. We believe this is the most balanced and reasonable outcome in this situation.

Hello Slot Mafia Casino,

Thank you for reconsidering your original decision; it really means a lot to me as a player.

In the future, I will keep this maximum bet in mind.

Your support (specifically: Support Agent Elise) immediately helped me verify my account with the necessary documents.

Best regards

K***

Hallo Slot Mafia Casino,

Vielen Dank, dass Sie ihre ursprüngliche Entscheidung nochmal überdacht haben, das bedeutet mir als Spieler echt viel.

In Zukunft werde ich diesen Maximaleinsatz beachten.

Ihr Support (spezifisch: Support Agent Elise) hat mir daraufhin auch sofort geholfen, meinen Account mit den nötigen Dokumenten zu verifizieren.

Mit freundlichen Grüßen

K***

Dear b1shTV,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we 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://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Mirka Dubasova

Casino.Guru