The player from Hamburg had their winnings of over €1000 cancelled due to an alleged violation of bonus guidelines. After initially losing a deposit and using a free spins bonus, their subsequent deposit and winnings were withheld because they reportedly still had active bonus money, despite only having 5 cents left in their balance. The issue was resolved when the casino apologized and credited the player's withdrawal of €1000 back. The complaint had been marked as resolved by the Complaints Team.
Slot Mafia Casino - Player’s winnings are confiscated due to bonus issues.
Amount: €1,300
Slot Mafia Casino
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6.8
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 weeks ago
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1 month ago
Translation
Hi,
my winnings of over €1000 were cancelled and withheld because I allegedly violated bonus guidelines. I deposited €150 and lost it. I then used a free spins bonus to reach a new level and won €43. I lost all but a few cents of my winnings. I assumed that the bonus was gone. I then deposited another €150 and made €100 bonus buys, winning over €1300. Now my withdrawal request has been rejected and my money has been withheld because I was allegedly still playing with bonus money. The bonus winnings from the free spins bonus of €43 were credited back to me. But my deposit of €150 is gone.
Apparently I still had 5 cents on my balance, so the bonus was still active. Since I could never have afforded a bonus buy for €100 with 5 cents and therefore did not benefit at all from these remaining 5 cents, this makes no sense to me.
Also, the free spins bonus had a maximum win of €1000. So I can deposit money over and over again to complete the wager and then win a maximum of €1000. Who does that?
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1 month ago
Hello Rfx1991,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slot Mafia Casino. Please allow me to ask you a few more question before we would move forward.
- Could you please advise if your account is already verified and if yes, since when exactly?
- Did you check if the bonus was already canceled before you deposited?
- When was the last time you spoke to the casino and what was it about?
Please note that it is not advised to deposit any balance until a previous bonus is not finished as your funds become mixed and causing a lot of trouble in any online casino.
Looking forward to your answer.
Regards,
Nick
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1 month ago
Translation
Hello Nick,
Thank you for your answer. I am verified in the casino and have already made a lot of deposits and withdrawals. I have been playing in online casinos for a few years and have never had the problem of violating bonus guidelines. I also realize that if you look at the bare facts, I am in the wrong. But if you look at it in detail, you can expect a casino to turn a blind eye here. Especially with a player who makes a lot of deposits. No, I didn't check whether the bonus was still active before I deposited another €150.
Greetings Florian
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1 month ago
Translation
I recently spoke to the VIP manager because money was deducted from my winnings and I thought this was a mistake by the gaming provider. The next day I found out that I had an ongoing bonus and that money had been deducted because of the €1000 maximum win.
When I found out, I knew straight away that they wouldn't pay me my winnings because I had made €100 in purchases. And today I got confirmation. I just asked the manager to please close my account.
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1 month ago
Translation
Dear Casino Guru Team,
I have already accepted that I will not receive my winnings. However, I would at least like to have my 150€ deposit back, as it says in the terms and conditions:
Breaching the maximum bet rule leads to all winnings from the bonus being confiscated and the deposit being refunded.
I asked the manager about it. She refuses to refund my deposit for reasons I absolutely cannot understand:
The €150 deposit you made on February 6th at 21:51 was made without a bonus, so it does not fall under the T&Cs rule you quoted, which states that the deposit will be refunded after a max bet violation. This rule only applies when a deposit was made using a bonus code, a bonus was credited, and then the max bet rule was violated while wagering that deposit bonus.
In your case, the reduction of winnings was made because you violated the Max Bet rule while playing with bonus funds from the free spins you received for reaching level 15 in our Loyalty Program. Since these winnings resulted from a bonus, the adjustment was necessary according to our Terms and Conditions.
So either I violated the bonus policy, my winnings will be canceled and my deposit will be credited, or I did not violate the bonus policy, but in that case I should have over €1000 in my balance. This casino not only canceled my winnings but also 100% of my deposit. They basically stole my deposit from me, as I was never able to make any profits with it because I bought a €100 bonus immediately after making the deposit.
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1 month ago
Translation
You can consider the complaint closed. The casino apologized to me and credited my withdrawal of €1000 back.
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4 weeks ago
Dear Rfx1991,
I’m really pleased to hear that your issue has been resolved. I'll go ahead and mark your complaint as 'resolved' in our system. Thank you for confirming the outcome. If you ever face any challenges with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here for you.
As you know, our services are completely free, and we don’t accept any gratuities. But if you could spare a moment to share your experience with our services on Trustpilot, it would mean a lot to me. Here’s the link: https://www.trustpilot.com/evaluate/casino.guru. Your honest review and any suggestions for how we can improve would be incredibly valuable, not just for us, but also for others who might need help with online casino-related issues.
Thank you so much for your time.
Best regards,
Casino.Guru
