SlotMonkey Casino - Pelaajan voitot on takavarikoitu.

I played at slotmonkey.io. Deposited 500 euro’s, played for some time and made it up to 4.500 euro’s. I tried to withdraw the winnings, it was pending all the time, and 5 days later ALL my winnings (4000 euro) were manually debited. At slotmonkey.io, you automatically play with 50% real money and 50% bonus money. You cannot see on the website how far you are with wagering or whatever. I asked on a daily basis if everything was OK, never got a clear response, handed all the needed documents, they looked in further and next I see 4.000 euro’s manually taken away. No explanation or what so ever yet. This has to be looked in.

**Slotmonkey.io isnt in the list of casino’s, VICE Casino is a sister casino and I needed to select a casino from the list in order to file the complaint**

Dear xcvqhbgbjd,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. First, I would like to inform you that we do not have the Slotmonkey Casino in our database yet, but our team is currently working on it. I will change the casino once the review is completed.

In the meantime, please allow me to ask you a few questions so that I can understand the whole situation completely.

• Have you made any successful withdrawals before?
• Do I understand correctly that the casino confiscated your entire balance?
• Can you please clarify which bonus you played with? If possible, please post a link or promo code you used to activate the offer here in this thread.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Dear Kristina,

Thank you for reaching out.

• no, I haven’t made a succesful withdrawal yet
• they confiscated everything accept my initial deposit amount. 500 euro remained in my account. I asked for a withdrawal directly. It is pending at the moment.
• I used the first deposit bonus, I cannot see a copyable link als it is only a pop-up text message.
• 

I want to underline the sentence: "Bonus money will be removed". As every bet is 50% real money, the removal should not be applied on half of the winning in my honest opinion.

So you can place a 10 euro bet, automatically existing of 5 euro’s real money and 5 euro’s is bonus money. If one loses, you lose. If one wins, the bet isnt seen as legit afterwards and all winnings are confiscated. To me, that seems not only not fair play, but also not possible as they apply bonus term conditions on a real money bet.

Thanks again.

Kind regards,

Max

Dear Kristina,

the given reason for the confiscation is that I placed bets above the 5 euro maximum bet limit, which is given in the bonus terms. Fair enough, the bonus money is then confiscated. But every bet is 50% real money, my real money balance is also confiscated.

I need to add this disclaimer which is shown when opting in for the welcome offer.

Here it is stated that "Bonus money will be removed from the account upon withdrawal". In this case, as well bonus money as real money winnings were taken.

Thanks again for your help,

kind regards,

Max

Thank you very much for your reply, xcvqhbgbjd. Do I understand correctly that you indeed placed bets higher than €5 while the bonus was active?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Dear xcvqhbgbjd,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Kristina
Casino.Guru