The player from Germany had his winnings capped as a result of wrongly applied maximum win limit for free spins in combination with incorrect information from the casino support and missing bonus condition. The issue was eventually successfully resolved and the player received their winnings.
GetSlots Casino - Player’s winnings were capped.
Amount: €2,900
GetSlots Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
1 year ago
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1 year ago
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Hello dear Casino-Guru team, I need your help.
After I played at GetSlots more often - deposited normally - I had 30 free spins (max. payout €100).
I was able to win €4.52 from these free spins. Then I continued playing and meanwhile had about €150 in my account (then I wrote to the chat and they said that it was max. €100) - the wager wasn't full yet (€4.52x30).
My plan was to fulfill the wager and then convert the amount to a maximum of €100 in real money.
So far so good - I go into the chat (see screenshot), it was confirmed to me that I now have "real money" without a limit - as even around €25 was deducted.
I keep playing, paid out €1,500 (wanted to verify my account), money was returned because verification data was missing.
I keep playing and uploading all documents.
Cash out €3,000 and now it says - the maximum win is €100.
I have chat logs from GetSlots previously confirmed as real money.
Otherwise I would have withdrawn the money and deposited it again.
Unfortunately I can't upload a screenshot here.
Please help quickly - otherwise I was super happy with the casino.
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1 year ago
Dear Rondixio87,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward your cashier and bonus histories along with any relevant communication to petronela.k@casino.guru?
Do I understand correctly that after completing the bonus wagering for Free Spins your winnings were capped and converted to real money balance? Afterwards, you continued playing with those funds and without placing any real money deposit you accumulated winnings of €3,000, is that right?
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Thank you very much, Rondixio87, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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1 year ago
Hi Rondixio87,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite GetSlots Casino to the conversation to participate in the resolution of this complaint.
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1 year ago
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Super thank you. I think that is also clear and GetSlots will then pay out the money as well.
If you have any questions, I am always available.
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1 year ago
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How long does it usually take for the casino to respond?
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1 year ago
Good day, everyone!
As we can see, the funds have been deducted from player's balance according to the bonus rules. Player received 15/12/2022 DRP PRM3: 30 Free Spins and the max win from these spins is 100 euro. The maximum win restriction persists after the completion of the wagering requirement, therefore the rest of the win was deducted.
We are really sorry that you are facing such a situation. Looks like you weren't prepared for this. Therefore, I would recommend you to double-check the Bonus Terms and Conditions https://www.getslotcasino1.com/bonus-terms-and-conditions There is a maximum win amount for all no deposit bonuses. So, according to the T&Cs, you can only withdraw €100 from this bonus win. Unfortunately, the amount deducted cannot be refunded. All promotions were performed in accordance with the casino's rules, which you agreed to by creating an account here.
Best regards,
GetSlots Casino Team.
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1 year ago
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That's exactly why I went into the chat after the free spins - because they weren't loyalty free spins.
Since I was officially confirmed by the support. that it has already been charged and adjusted to 100 euros.
Then it is fraud with intent!
Please read the chat.
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1 year ago
Hi all,
Thank you for your replies.
Dear GetSlots Casino Team,
The player showed a screenshot stating that the wagering of the winnings was finished and that he played with real money. Was the max win cap applied twice? Please explain what happened and send the player's game history (please mark the time when the bonus wagering was finished) to my email address (peter.m@casino.guru).
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1 year ago
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Good evening,
Now I went one instance further and they first sent the histories and facts to the gaming license monitoring that this is intentional fraud. These are to examine this casino and the partner casinos. I will also inform streamers about my contacts.
At that time I got through ClassyBeef and DuxCasino, from there through CasinoGuru to Getslots. It is important to protect other people. This willful fraud must be punished.
For a long time I thought that this was just a misunderstanding on the part of the casino. Now I think that's the casino's ploy.
Even if the bonus terms and conditions (which are nowhere to be seen) were not even visible on the link provided, then the casino must be held accountable for their employee's error. I've been a passionate player for years and know my way around - that's why I asked and had the chat sent to me, since there was no reference to the bonus conditions. The way it shows it was fraud with intent.
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1 year ago
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Hello, everyone,
I've put a few more facts together.
Here is my "gaming history" again, where you can clearly see that my balance was reduced to the maximum amount after the end of the wager. Then again the confirmation of the live chat that it is real money. Then no bonus condition and refer to bonus conditions. Do we agree that this is fraud with intent.
The general bonus conditions only say something about loyalty free spins - but these are not free spins.
There is also a maximum payout limit of 50 euros.
gaming history
LiveChat
Link of "Bonus Terms" from GetSlot representative
Even if GetSlot does not agree to the withdrawal, please dear CasinoGuro team, do not support a scam casino.
I became aware of this casino through you - that's not okay.
I have already contacted the gaming license via email, they should also investigate this company including partner companies.
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1 year ago
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Hello everyone,
I am logging the perfidious way in which the customer here from support, account managers and management!
After the account manager confirmed by email that the bonus conditions were not in the email this time, confirmed the error of the support and still refuse to pay out the money.
It refers to the bonus conditions, these refer to Loyalty Freespins. However, there were no loyalty free spins but a promotional campaign (see screenshot). The Loyalty Freespins has a payout limit of 50 euros and not 100 euros; completely another promotion.
Here you are again that this is deliberate fraud.
Then he wants to offer me 30 free spins, although €2,900 is open.
There is clear intent and fraud here. Please dear players, avoid this casino and those with the same management.
Email from customer support
E-mail
Presentation of LoyaltyFreespins
Presentation of the promo free spins
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1 year ago
Hi Rondixio87,
Thank you for the emails and replies.
Dear GetSlots Casino team,
Based on all the evidence provided by the player, there was clearly a mistake on the side of the casino. Let's sum up the situation here:
- the specific bonus conditions are unavailable
- the max win cap was applied and the player was informed about this after contacting the support
- the player continued playing with real money and a max win cap was applied again for an unknown reason
- the player received an explanation that his max win cap was actually supposed to be €50 but the information was wrong and referred to loyalty spins
If we take a look at all this information, it's clear that the player is eligible for the full winnings. As soon as the wagering requirement for a bonus is finished, and the max win cap is applied, from that moment the player plays with real money (especially if it was confirmed by the casino support). There is no way around it. The player should get paid in full.
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1 year ago
Hello, everyone!
We have checked this case thoroughly and we came to conclusion that the winnings were deducted fairly. We are referring to our bonus T&Cs :''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.The maximum win restriction persists after the completion of the wagering requirement"
The spins that the player received were associated with a no-deposit bonus, therefore the maximum win restriction persists after the completion of the wagering requirement, even if the max win restriction has already been applied to the balance.
Regarding clause 4 - this is the basic rule of bonus T&C, unless otherwise specified in the newsletter.The information is reliable and it has been in our Bonus T&C from the very beginning.In the case of each promo, we make a reasonable attempt to notify the eligible players, in this particular case there was a failure with the icloud domain.
Best regards,
GetSlots Casino Team.
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1 year ago
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Now I ask the CasinoGuru team to have the license checked.
Fair play is obviously no longer possible here.
Here again the loyalty spins are referred to (50 euros). The casino contradicts itself in every statement.
Here fraud with intent!
If there was supposedly a problem with iCloud - which is a lie - then why did I get emails regarding payouts from GetSlots, chat history and other providers.
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1 year ago
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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.
The maximum win restriction persists after the completion of the wagering requirement.
These terms and conditions were subsequently changed and now GetSlots refers to these terms and conditions.
I was confirmed in writing by email from the casino manager that this is the case.
Another sign of fraud with intent.
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1 year ago
Hi all,
Thank you for your replies.
Dear GetSlots Casino team,
Let me ask you a question. If your players finish the wagering of a bonus but "the maximum win restriction persists after the completion of the wagering requirement", please tell us how the bonus ends and how the players know that the bonus money was transferred to real money or is the maximum win restriction applied forever? Secondly, where can this information be found in your T&Cs?
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1 year ago
Good everyone,
Thank you for your replies.
If our players finish the wagering of a bonus with "the maximum win restriction persists after the completion of the wagering requirement", he can easily withdraw the maximum win amount and the bonus will end. Maximum win restriction applies only with the no-deposit bonuses.It is clearly stated right there.
Best regards,
GetSlots Casino Team.
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1 year ago
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Hello,
we're going in circles here. Obviously, the employees then have the task of giving the player false information so that the winnings are lost.
We should close the case and CasinoGuru should sanction the casino.
Fair play is obviously not possible here!
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1 year ago
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Good evening,
usually you can see open bonuses in the "open bonuses" area and how much is still missing to finish the wager. This was no longer visible after the end of the wager and their support said that real money is unlimited.
How do you explain that? What do you say about the error?
intent? Yes it has to. There is no mail and a statement of the live chat..
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1 year ago
Dear GetSlots Casino Team,
Let's look at the wording of the T&Cs here:
"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..."
Please tell me which part of the terms states that you MUST make a withdrawal in order to get rid of the maximum win restriction? This is totally misleading and it's nothing but a trap for casual players and even for players with experience. Let's sum it all up one last time:
- after the wagering requirement was finished, the max win cap of €100 was applied and the bonus money became real money
- this was confirmed by the casino support, so the player made an extra effort to double-check!
- after making more winnings, the max win cap was applied once more for no reason/the winnings were cancelled
- the information that players must make a withdrawal in order to cancel the max win cap is nowhere to be found - there is a huge difference between "you will be able" and "you must"
Let me remind you that GetSlots Casino is a nominee in The Casino Guru Awards in the category The Most Transparent Casino but this is miles away from being transparent. There are only two possible scenarios:
Either the player gets paid in full or I'm afraid the complaint will become unresolved which will affect the casino's rating and reputation. For future reference, we strongly suggest focusing on the bonus rules that should be simple, clear, and more transparent as well as keeping the support's knowledge up-to-date.
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1 year ago
Greetings,
First of all, we would like to thank Casino Guru Team for showing us more opportunities to improve.We are planning on reviewing T&Cs to make sure everything is clear and transparent.
Secondly, additional trainings will be conducted for our support agents - this will ensure that the information provided in LiveChat is correct and up-to-date.
And finally, the requested sum has just been refunded to the player's balance.
Sorry for the inconveniences caused.
Best Regards,
GetSlots Casino Team
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1 year ago
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Hello dear CasinoTeam, hello Peter,
thank you very much for your effort. I can confirm that the money has arrived.
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1 year ago
Thank you GetSlots Casino Team for reconsidering.
Dear Rondixio87,
I'm glad to hear that you received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Peter
