Slot Madness Casino - Player disputes bonus claim and blocked withdrawal.

I looked at my transaction history and saw that I hadn’t redeemed a free bonus since my last deposit. So I redeemed mad50 50.00 free bonus. I won and they cancelled my withdraw saying that I redeemed two free bonuses in a row. They say I redeemed hot60 10 minutes after I deposit on 6-23-2023…ten minutes after? I’ve never lost my money that fast. Here is a copy of my transaction history off their site. They are saying that I claimed a bonus that is t on my transaction history when every time loney goes in your account it’s in your transaction history

Dear bjacob1642,

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

I understand not all the players read the Terms and Conditions but that’s exactly what I would recommend strongly before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.

I have checked your forwarded screenshot and would like to ask you if, by any chance, it is possible that you activated rewards free bonus together with a free mad50 bonus. Is the latest free bonus of $50 visible on your bonus history?

Thank you in advance for your reply.

Best regards,

Petronela

i asked and the rewards bonus does not count as a claimed free bonus because it’s automatically added to the account and not manually redeemed by the player. I know about this rule and I read the terms and conditions thoroughly before I play. I looked at my transaction history before I redeemed this bonus. They are saying I redeemed a bonus called "hot60" which is nowhere on my transaction list. They are saying it’s on theirs but have provided ko proof just cut me off

Here is a complete list of my transactions

Thank you very much, bjacob1642, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hello bjacob1642,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Slot Madness Casino to join the conversation and participate in the resolution of this complaint.

Dear Slot Madness Casino,

Can you please provide further insight into the situation?

Kind regards,

Adam

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.

Greetings all,

I had the opportunity to review the situation and I'm afraid there is little to be done in the situation, the free chips (several consecutively) played are not valid without a cash deposit in between to separate them thus the withdrawal request was denied. Wish I had better news.

Supporting documentation has been forwarded to the casino.guru team for review.

Best wishes,

Nick and Slot Madness

Dear bjacob1642,

The casino has provided evidence that shows the consecutive use of multiple free bonuses leading up to the withdrawal request, can you clarify if you have made any deposits in this period?

Kind regards,

Adam

Thank you for actually giving supporting information. If they would have shown me this I. The first place I wouldn’t have needed to file a complaint. I appreciate you helping me with this adam

Hello bjacob1642,

Apologies for my delay in replying. Can I just clarify your previous response - do you now consider this matter to be resolved?

Kind regards,

Adam

Yeah I haven’t seen the proof but if they showed you then I’ll trust you and you can set it as resolved

Hello bjacob1642,

Thank you for your confirmation, I will therefore mark the complaint as closed in our system.

As the casino has operated in accordance with its terms regarding this matter, the complaint will be set as 'rejected' rather than 'resolved'.

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,

Adam