Slot Madness Casino - Player's winnings being withheld unfairly.

I was sent several Gift Bonus Free Spin by Slot Madness. I played these free spins consecutively and had around 10-15 usd in bonus winnings. I completed the bonus requirer play through staying under the Wager limits and etc until my account showed I have 60 dollars usd available for withdrawal.

Please note my account is KYC Status Approved and is classified as a Depositer.

They will not let me withdraw my winnings and consequently alleged I played a free chip which is not true an isn't reflected on my transaction history.

I obviously completed the desired play through within rules as the casino says I have withdrawable funds. They are alledging I breached rules with a free chip I didn't ever enter a code for or use. I did use free spins that were awarded to me with no bonus code required but I also subsequently played through all of those bonus winnings to complete all of their required play through.

At this time they are just making excuses to scam me out of my fair winnings.

Dear Joshuag,

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. 

• So did you play with multiple free bonuses in a row or not? Please post your bonus history here in this thread.
• Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it 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,

Kristina

As I clearly stated in the first complaint message I did play shown gifted spins. Which I did not have to enter a code for or etc were awarded to me by them. I did not play a free chip. Regardless of playing the free spins which their system let me play. I obviously had to complete play through on all of the winnings before my balance became redeemable.

Thank you very much, Joshuag, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Joshuag,

I am sorry for the delay (vacation/days off, out of the office). I will further assist you with your complaint.

From Monday, I will be fully available in the office. I will go through the case and inform you how we will proceed.

Thank you for your patience and understanding.

Alright, Joshuag. I will ask the casino for the details. However, I really do not think that the casino makes a difference between free money given with a code or without a code. Free money is still credited to a casino account in both cases, and that means free money without making a deposit. In addition, in your screenshot, I can see several no-deposit bonuses consecutively played without making deposits between them - prohibited in these casinos. Unfortunately, that is not the way how it works - playing for free money and withdrawing winnings in case of success and successfully meeting the wagering requirements. What sense would it make for online casinos to offer no-deposit bonuses (free money) like that, please?

In addition, despite your claim that there were no bonus codes, I can see a few of them in your screenshot above...

Let's ask the casino for the details anyway.

Dear Slot Madness Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the user's winnings been confiscated?

If we are talking about a breach of the casino's Terms and Conditions, feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Was there any (confirmation) deposit that should be or should have been credited back to the user's balance?

Thank you in advance for providing the information.

No codes redeemed or entered. The spins were awarded to my account .

I understand everything your getting at but it's very much a scam that they would award me multiple bonuses and then upon completing play through it would be invalid

But I can see it in your screenshot, Joshuag. In the one with the transaction history, it is clear that at least 4 bonus codes/coupons were redeemed, and I cannot see any deposit there. It means that you played only no-deposit bonuses until you managed to win and meet the wagering requirements. In addition, I do not think that the casino would manually redeem coupons on any account, and if we are talking about coupons, it seems that they very likely had to be filled in somewhere in your account - not by the casino. I would say that it does not change the fact you played consecutive no-deposit bonuses without making deposits between them. However, it is important to know from which no-deposit bonus you accumulated the disputed winnings, when was the last deposit made, how the bonuses were claimed, and if you made a deposit before using the winning bonus.

There are only a few requirements to be able to withdraw possible winnings from such a bonus, and you accepted them upon registration. We accept that online casinos can set up their rules for bonuses as they see fit if it is not against our Fair Gambling Codex. It is not a scam if we are talking about free money given by the casino, and it is understandable that such bonuses are subject to some specific rules. Otherwise, as I indicated above, it would not make sense for online casinos to offer such bonuses.

So, let´s wait for the casino's response. However, please note if you accumulated the disputed winnings with one of the bonuses on your transaction history screenshot, they are likely invalid due to the above-mentioned, and I am not sure how I could help you further with the matter. I even cannot see any successful deposit in your transaction history...

Greetings all,

I have reviewed the situation and I don't see anything but consecutive free chips, there is no deposit history within the account and it is entirely manual free bonus redemptions on the part of the player. Even the playable balance (non-cashable due to multiple consecutive free chips with no deposits to separate them) possibly being referred to here has been played to zero at this point. I'm afraid there is nothing I can do to assist in this case.

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

Best wishes,

Nick and Slot Madness

Look I didn't expect to get paid just to show others your shady practices. I didn't ever enter any codes the "Free Spins Bonus" were awarded to my account with your predatory advertising. I have dealt with a few other casinos with predatory policies like this who actually did pay though like Ruby Slots &Casino Brango.

Stick to Bovada these shady casinos are scams

Dear Joshuag,

Nick provided me with relevant evidence that fully supports his claims.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's terms and conditions, specifically bonus rules (explained in more detail above) - the disputed winnings were accumulated from a no-deposit bonus, and you used several consecutive bonuses without making deposits to separate them. According to the casino's terms and conditions you accepted upon registration, it is prohibited, and the winnings were considered invalid. In addition, you provided us with misleading information (referring to your "Depositor" status even though the status was given to your account only because the winnings from one of the previously used no-deposit bonuses were converted to your real money/withdrawable balance, so you even did not make any deposit there), and, although it was not supported by evidence - even if the rules had not been breached, your balance was lost by playing in the end, as Nick mentioned. The casino acted correctly and in accordance with its terms and conditions.

As for Ruby Slots and Casino Brango... Ruby Slots has the same rules and they apply the bonus rules in the same way as Slots Madness; if you do not carefully read the Bonus Terms and Conditions in Casino Brango (I closed one complaint with them recently), or you breach their bonus terms, they will not pay you the winnings either, I am sure. So just more misleading information.

Honestly, I would rather classify this complaint as "shady practices" and/or "scam". So that is what we agree on - let others know about it.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Nick and Slot Madness Team, for providing information and for your cooperation!

Best regards,

Branislav, Casino.Guru