Slots Hammer Casino - Pelaajan voitot takavarikoidaan.

Hello,

I am filing a complaint against SlotsHammer casino regarding the Free Spins bonus and subsequent confiscation of winnings.

Proceedings:

• I deposited €25 to get 500 Free Spins on Cash Bonanza.
• I won about €73 from the free spins and fulfilled the 15x wagering requirement.
• After the wagering requirement was met, the balance rose above €220, at which point the casino applied the Free Spins maximum win requirement of 58.3.7 / Free Spins 1.5 and cut the balance to €100.
• According to the terms, bonuses are converted into cash only after wagering (58.3.4) and winnings can be withdrawn when the wagering requirement is met (Bonus terms 1.6).
• So the bonus was processed and ended, and the balance was Real Balance. After the bonus ended, I continued playing without an active bonus with Real Balance funds. With the winnings, the balance rose to over €600 and I made a €350 withdrawal request and continued playing with the rest.
• After requesting a withdrawal and playing, the balance was €0.56. At that point, the casino canceled the €350 withdrawal and removed/kept €250.56, again citing the Free Spins maximum win cap. After that, they returned €100 to my account, which I requested a withdrawal from and withdrew that amount to my bank account.

Why I think this is wrong based on the terms:

• 58.3.7 / Free Spins 1.5 limits the maximum amount "won or withdrawn via Free Spins" to €100. The condition does not state that the cap continues to Real Balance funds after wagering or that it is applied more than once.
• The logic of the terms is that full wagering → bonus "turned into cash" (58.3.4) → winnings can be withdrawn (1.6).
• Nowhere does the max win cap become "sticky" after the bonus, and no condition requires a €100 withdrawal before continuing to play and withdrawing winnings.
• I have asked for a justification three times, but the casino has not identified any clause other than 58.3.7 and has not explained its application for the second time.

Requested solution:

• Refund of the deleted amount of €250.56.
• A clear written justification of which specific clause would justify re-applying the max win cap after the bonus has already expired.

Summary:

SlotsHammer once capped the Free Spins bonus winnings at €100 (T&C 58.3.7 / Free Spins 1.5), but later re-applied the same cap after the bonus had expired and removed €250.56 from the Real Balance. According to the terms and conditions, bonus winnings are only cashed out after the wagering requirement has been met (58.3.4) and can be withdrawn once the wagering requirement has been met (General Bonus Terms 1.6). However, the published terms and conditions do not contain any provision that would allow for a "sticky" continuation of the max win limit or a different application after the bonus has expired and been cashed out.

Attached is the email chain with the casino. I can provide additional screenshots upon request and the text in English if necessary.

Kind regards,

TV

Hei,

Teen valituksen SlotsHammer-kasinosta liittyen Free Spins -bonukseen ja sen jälkeiseen voittojen konfiskointiin.

Tapahtumat:

• Talletin 25 € saadakseni 500 Free Spiniä Cash Bonanza -peliin.
• Free spineistä voitin n. 73 € ja täytin 15x kierrätysvaatimuksen.
• Kierrätyksen täytyttyä saldo nousi yli 220 €, jolloin kasino sovelsi Free Spins -maksimivoittoehtoa 58.3.7 / Free Spins 1.5 ja leikkasi saldon 100 €:oon.
• Ehtojen mukaan bonukset muuttuvat rahaksi vasta kierrätyksen jälkeen (58.3.4) ja voitot ovat nostettavissa kun kierrätys täyttyy (Bonus terms 1.6).
• Bonus oli siis käsitelty ja päättynyt, ja saldo oli Real Balance. Bonuksen päätyttyä jatkoin pelaamista ilman aktiivista bonusta Real Balance -varoilla. Voitoilla saldo nousi yli 600 € ja tein 350 € kotiutuspyynnön jatkaen lopuilla pelaamista.
• Kotiutuspyynnön ja pelaamisen jälkeen saldo oli 0,56 €. Tällöin kasino perui 350 € noston ja poisti/piti itsellään 250,56 € vedoten uudelleen Free Spins -maksimivoittokattoon. Tämän jälkeen he palauttivat tililleni 100 €, josta tein kotiutuspyynnön ja kotiutin tuon summan pankkitililleni.

Miksi tämä on mielestäni väärin ehtojen perusteella:

• 58.3.7 / Free Spins 1.5 rajoittaa enintään 100 € "won or withdrawn via Free Spins". Ehto ei sano, että katto jatkuisi kierrätyksen jälkeen Real Balance -varoihin tai että sitä sovelletaan useammin kuin kerran.
• Ehtojen logiikka on, että kierrätys täyteen → bonus "turned into cash" (58.3.4) → voitot nostettavissa (1.6).
• Mikään kohta ei määrittele max win -kattoa "stickyksi" bonuksen jälkeen, eikä mikään ehto vaadi 100€ kotiutusta ennen jatkopelaamista ja voittojen nostamista.
• Olen pyytänyt perustelua kolme kertaa, mutta kasino ei ole yksilöinyt muuta ehtokohtaa kuin 58.3.7 eikä selittänyt sen soveltumista toiseen kertaan.

Pyydetty ratkaisu:

• Poistetun summan 250,56 € palautus.
• Selkeä kirjallinen perustelu siitä, mikä nimenomainen ehtokohta oikeuttaisi max win -katon soveltamisen uudelleen bonuksen jo päätyttyä.

Tiivistelmä:

SlotsHammer leikkasi Free Spins -bonuksen voitot kerran 100 € kattoon (T&C 58.3.7 / Free Spins 1.5), mutta sovelsi saman katon myöhemmin uudelleen bonuksen jo päätyttyä ja poisti 250,56 € Real Balance -varoista. Ehtojen mukaan bonusvoitot muuttuvat kassaksi vasta kierrätyksen täytyttyä (58.3.4) ja ovat nostettavissa, kun kierrätys on suoritettu (General Bonus Terms 1.6). Julkaistut ehdot eivät kuitenkaan sisällä mitään kohtaa, joka sallisi max win -rajan "sticky"-jatkumon tai toisen soveltamisen bonuksen päättymisen ja kassaksi muuttumisen jälkeen.

Liitteenä sähköpostiketju kasinon kanssa. Lisäscreenshotit toimitan pyydettäessä sekä tekstin tarvittaessa myös englanniksi

Ystävällisin terveisin,

T. V.

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Stay safe.

Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

Have you noticed any pop-up warnings or notifications after your free spin winnings were capped, that you should withdraw this amount before continuing playing?

Have you already received the 100€ you requested for withdrawal?

Please ask the casino customer support via email to send you your gaming history in Excel format, starting from the moment you activated the free spins bonus, up to the moment you made a €350 withdrawal request, and then forward it to me at veronika.f@casino.guru.

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

Best regards

Veronika

Hi Veronica,

Thank you for your message.

I haven't noticed any pop-ups or notifications after claiming my free spins winnings, asking me to withdraw the amount before continuing to play.

I have received the €100 withdrawal I requested.

I have now requested a game history in Excel format from SlotsHammer for the requested period and I expect them to provide it as soon as possible. I will send the file to you as soon as I receive it.

Kind regards,

teevee76

Hei Veronika,

kiitos viestistäsi.

En ole huomannut ilmaiskierrosvoittojen rajaamisen jälkeen mitään ponnahdusikkunoita tai ilmoituksia, joissa olisi kehotettu kotiuttamaan summa ennen pelaamisen jatkamista.

Olen saanut pyytämäni 100 € kotiutuksen.

Olen nyt pyytänyt SlotsHammerilta pelihistorian Excel-muodossa vaaditulta ajalta, ja odotan heidän toimittavan sen mahdollisimman pian. Lähetän tiedoston sinulle heti kun saan sen.

Ystävällisin terveisin,

teevee76

I posted the excel file.

Laitoin excelin spostilla

Dear teevee76

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Peter (peter.c@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello there,

Thank you teevee76 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots Hammer Casino for their help in resolving this complaint. We would like to know why the player's winnings were confiscated and what we can do to help resolve this issue.

Thank you!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the MADRE – an alternative dispute resolution service (https://madre-online.eu/file-a-claim-international/) and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/player-hub/lodge-a-complaint/). Please let me know if you need help with filling the form or how the ADR responded if you can do this on your own (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter