The player from Ireland noticed a significant decrease in his account balance, which dropped from €449.94 to €47 after a fair win, and believed there was an issue with the casino's handling of his funds. The player later confirmed that his winnings had been accumulated through a bonus, which limited his cash out to €50. Despite the Complaints Team's efforts to clarify the situation and extend the response time, the player did not provide further information, leading to the rejection of the complaint.
GetSlots Casino - Player’s winnings have been confiscated.
Amount: €499
GetSlots Casino
Safety Index:HighSafety Index
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8.9
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 months ago
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2 months ago
I won it fair then went from 449,94 to €47 something not right the can’t do that
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2 months ago
Dear Garrett69,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
Have you made any successful withdrawals before?
Could you please confirm that you have passed the KYC verification?
Did you accumulate your winnings with or without an active bonus? If so, could you please specify the bonus?
Could you please share your communication with the casino? Send emails or chat transcripts to my email at dominika.l@casino.guru, or post screenshots here.
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,
Dominika
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2 months ago
Dear Garrett69, could you please specify the bonus? Was it a no-deposit bonus?
I've checked the bonus T&Cs and this is what I found:
Loyalty Free Spins
The maximum you will ever be able to withdraw from play with funds associated with a no-deposit bonus or free spins is 50 EUR/USD, 80 CAD/AUD/NZD, 500 NOK, 3,500 RUB, 210 PLN, 6,000 JPY, 0.005 BTC, 0.14 BCH, 0.2 ETH, 0.7 LTC, 21,000 DOG, 55 USDT.
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2 months ago
Dear Garrett69, I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
If there is any additional information that would support your case, please do not hesitate to contact us, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
