Slotinium Casino - Pelaajan voitot takavarikoidaan.

Good morning,

I wish to file a complaint regarding the cancellation of my winnings by Slotinium casino for a total amount of approximately €2500.

On April 14, 2026, I made a deposit of €30, along with a €30 bonus. This bonus was never used, as clearly shown in my history (0/60 progression). In accordance with the casino's terms and conditions, bets are placed primarily with real money balances.

I then made a profit with a real money bet. After this win, I cancelled the bonus at 09:27 UTC (11:27 local time).

After the bonus was cancelled, I continued to play using only real money. Several bets exceeding €5 were placed after that time (notably at 10:17 UTC / 12:17 local time, which corresponds exactly to my playing history).

The casino claims I violated the maximum bet rule (€5) by stating that all these bets were placed during an active bonus session. However:

The times provided by the casino are in UTC, and all bets mentioned were placed after the bonus was voided.

My history clearly shows that the bonus has never been used (€0 of bonus funds used).

Casino support confirmed to me that, without an active bonus, the maximum bet rule does not apply.

The concept of "end of session" mentioned in their conditions is not clearly defined.

Despite these factors, the casino cancelled my entire gaming session and winnings.

I consider this decision unjustified, as bets exceeding €5 were made after the bonus was cancelled and solely with real funds.

Thank you in advance for your help in reviewing this dispute.

Sincerely

Bonjour,

Je souhaite déposer une plainte concernant l’annulation de mes gains par le casino Slotinium pour un montant total d’environ 2500€.

Le 14/04/2026, j’ai effectué un dépôt de 30€, accompagné d’un bonus de 30€. Ce bonus n’a jamais été utilisé, comme le montre clairement mon historique (0/60 de progression). Conformément aux conditions du casino, les mises sont effectuées en priorité avec le solde en argent réel.

J’ai ensuite réalisé un gain avec une mise effectuée en argent réel. Après ce gain, j’ai annulé le bonus à 09:27 UTC (11:27 heure locale).

Après l’annulation du bonus, j’ai continué à jouer uniquement avec des fonds réels. Plusieurs mises supérieures à 5€ ont été effectuées après cette heure (notamment à 10:17 UTC / 12:17 heure locale, ce qui correspond exactement à mon historique de jeu).

Le casino affirme que j’ai enfreint la règle de mise maximale (5€) en indiquant que toutes ces mises ont été effectuées pendant une session de bonus active. Cependant :

Les horaires fournis par le casino sont en UTC, et toutes les mises mentionnées ont été effectuées après l’annulation du bonus.

Mon historique montre clairement que le bonus n’a jamais été utilisé (0€ de fonds bonus utilisés).

Le support du casino m’a confirmé que, sans bonus actif, la règle de mise maximale ne s’applique pas.

La notion de "fin de session" mentionnée dans leurs conditions n’est pas clairement définie.

Malgré ces éléments, le casino a annulé l’intégralité de ma session de jeu et de mes gains.

Je considère que cette décision est injustifiée, car les mises supérieures à 5€ ont été effectuées après l’annulation du bonus et uniquement avec des fonds réels.

Je vous remercie par avance pour votre aide dans l’examen de ce litige.

Cordialement

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Dear Vanessa6707,

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

I have reviewed the bonus Terms and Conditions and found the following:

"1.11 - When a bonus has been activated or claimed, you cannot place bets exceeding the maximum allowed bet, whether made with cash funds or bonus funds (until the end of your session).

Unless otherwise stated in the specific campaign conditions, the maximum permitted stake is five euros (€5) per bet or per round.

It is your responsibility to know and respect the maximum bet allowed. In case of non-compliance, Slotinium reserves the right to check the account in question and confiscate the balance, including any winnings.

For games offering a 'Bonus Buy' or 'Feature Buy' option, the amount of the bet corresponds to the total cost of the round and not the base bet.

Example: for the Money Train game, a bet of €1 with a Bonus Buy option at 80x (i.e. €80) will be considered as a bet of €80 for that round.

1.12 - Bonus funds are displayed separately from deposited funds. Bonus funds can only be withdrawn after being converted into real money, in accordance with wagering requirements.

1.13 - When a bonus is active, funds are used in the following order: first the cash balance, then the bonus balance."

Our position is explained in the Fair Gambling Codex:

https://casino.guru/fair-gambling-codex-for-casinos#max-bets

The maximum bet rule is an industry standard, and casinos generally have the right to confiscate winnings from bonus play if this rule is violated. Therefore, we usually do not penalize casinos for enforcing this rule.

However, if you believe you were accused incorrectly, please provide the following:

• A link or screenshot of the specific bonus
• Confirmation that you did not use any Bonus Buy or feature purchase options when the winnings were obtained
• Any screenshots or communication from the casino confirming the cancellation of your bonus and details of your bets

You can send all relevant documents to petra.h@casino.guru or upload them directly to the thread.

Thank you in advance for your reply.

Best regards,

Petra

Hello Petra,

Thank you for your response.

Please find below the clarification and requested information:

I received a €30 bonus with my deposit, but it was never used (0/60 progress).

The bonus was cancelled at 09:27 UTC.

All bets exceeding €5, including bonus buy features (such as on Hot Ross), were placed after this time.

For example:

The casino provided a log showing a bet at 10:17:45 UTC.

This corresponds exactly to 12:17:45 in my game history (local time), confirming the timeline.

This is clearly after the bonus was cancelled.

Additionally:

My game history shows €0 bonus funds used.

The casino support confirmed that without an active bonus, the max bet rule does not apply.

Therefore, I believe I was incorrectly accused of violating the max bet rule, as all relevant bets were placed after the bonus was cancelled and using real funds only.

I have attached the requested screenshots, including:

Bonus details (0/60)

Bonus cancellation

Game history

Casino logs (UTC)

Correspondence with support

Please let me know if you need any further clarification.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear Vanessa6707,

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,

Petra