Slot Madness Casino - Player's winnings were confiscated.

I joined slot madness and used a welcome free chip. I played on that free chip and when I stopped playing I had 6.25$ remaining on my account. I received an email from slot madness which made me remember that I had money on my account, so I clicked on the email link and logged into my account. I realized then that my balance was 50.00$ more then I thought it was and considering I did not deposit since I last played I must have won and didn't realize. I continued to play and hit for 4,200.00$ which I knew the welcome coupon I was playing with only allowed me to keep 100$ of those winnings. I continued to play in order to meet the wagering requirement and when I had met my wager the casino immediately removed 3,879.44 from my winnings leaving me only the 100$ I was entitled too. Which I understood and was ok with. At this point there should no longer be any active coupon or bonus on my account. And the 100$ I was playing with with was my winnings. I continued playing and after getting my balance up to 528.00$ I contacted customer service to inquire about withdrawing I was advised I would need to make a 10$ deposit from my bitcoin wallet to verify my account then I could withdrawl. I made the bitcoin deposit and requested to withdraw 500.00$ leaving 28.00 to remain in my account. Later that day I came back to play the 28.00$ and my balance said 0.00$ I checked the transactions and seen that a withdrawal of 28.00$ was processed however I did not request this and I had not yet received this withdrawal that said processed. I also noticed that while this 28.00$ withdrawal said processed, the 500.00$ withdrawal was pending. Confused by this I contacted customer service again, they informed me that my withdrawal was denied due to my using 2 consecutive no deposit bonuses! I told them that I only used one welcome bonus for which I just had met the wagering requirement and they removed the 3,879.00$ from leaving me my entitled 100$ winnings for which this money was won with. They continued to accuse me of using 2 bonuses so I went to my transactions and looked and sure enough there was a bonus added the same day I logged in to play!! Not only that but you can clearly see that the initial code I used was requested multiple times on the same day and denied when I know for a fact I never made so many attempts it makes no sense why a person would do that when they already had the funds in their account for that bonus!? I am 100% positive this casino is useing the deceptive tactic of adding funds to players accounts that they are unaware of in order to avoid having to pay out their winnings when they win and request a withdrawal. I used one coupon and one coupon only and I followed the rules and met my wager they took back 3,879.00 and left my 100.00$ I won with that 100.00$ and they are trying to cheat me out of my winnings. I want my 528.00$ and I will delete my complaint and leave a positive review. If they don't do what is right then I will spend my money's worth of my time ensuring that other unsuspecting players don't fall victim to these tactics. Play your money with casinos that play fairly and dont deceive their customers to keep their pockets full

Dear Elisamittel,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, the vast majority of casinos prohibit players from activating multiple free bonuses in a row without making a deposit in between. I am afraid that it would be very hard to prove that the second bonus was activated by someone else, especially on a platform where players have the option to activate bonuses themselves by entering a promo code.

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. 

Thank you very much in advance for your reply.

Best regards,

Kristina

Your right, which is why I requested my play history from the casino which will show that I had remaining funds on my account from the first coupon this would prevent me from using another coupon. And as you can see from the screen shots I submitted its very odd that the initial coupon I used was redeemed and further attempts to redeem it occured while the coupon was active on the same day but these attempts where denied which the second coupon would have been denied as well however it wasn't because it was done within the casino by someone who has the ability to override the system. I know for a fact and so does the casino I did not request those funds to be deposited into my account. Why is it that i have still not received the 28.00$ they say was processed? And why when i inquired about this and requested my play history have they now blocked my access to my account? This is one of those situations where integrity and honesty pave the way for another's future karma. I am in a position where the casino's ethics and integrity will either do right by their player and correct their mistake or allow me to be cheated out of what's rightfully mine. The balls in their court. I came to play fair and regardless of what they bring to the table I leave owning my integrity and respect. We will see if they do the same.

Thank you for your reply, Elisamittel. Unfortunately, many casinos do not enforce this on a software level. Especially casinos operating on the RTG platform such as this one, are not very "user-friendly" and players are not protected from accidental mistakes such as activating a second bonus before the first one has been fully wagered. This means that there is a chance the person who activated the second bonus probably had no issue with that as the software didn't stop them automatically.

Could you please forward me the communication between you and the casino so that I can gather and review all available information?

Dear Elisamittel,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.