Slot Mafia Casino - Player's winnings have been confiscated.

I made a deposit with code LUCKY250 for 250% deposit bonus and 150 free spins, when I tried to play the free spins they would not work. I contacted support and they cancelled those free spins and credited me 150 spins in another game, but for all intents and purposes these spins were given with my deposit. I wagered this bonus and received $200 but when I tried to withdraw the casino reduced my balance to $75 saying the spins were no deposit free spins which is not the case at all. I clearly explained what happened and even showed them a screenshot from my previous support chat where they credited me the spins and they just said, "Nope that was a different bonus" and closed the chat. So because their website was not working, I got screwed out of $125.

Dear Kegsey,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please note that even if the match bonus comes with free spins they usually have a maximum cashout limit.

Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Where did you find this bonus? Please post the link to the bonus offer 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

I received the bonus in an email. I am emailing you all the screenshots. I checked the website TC and there is no max win on free spins from deposits. You can also see in the screenshots where they canceled the free spins I received with my deposit and then credited me 150 free spins instead.

Before this experience I would have given this site a 5/5 and I have really enjoyed playing here. I am very disappointed they have treated me this way.

Did you receive my email with the screenshots?

Thank you for your reply, Kegsey. Can you please forward me the promo email you received from the casino?

Sent

Do I need to send in anymore information? This seems to be taking a really long time when I’ve provided all this evidence.

Unfortunately, I regret to inform you that we won't be able to assist you further in this matter. There is a distinction between a deposit free spin bonus and free spins that are part of the match bonus. Even if you were able to use the original free spins, your winnings would likely be capped, as there is no indication in the promotional email that winnings from the free spins are unlimited. Ultimately, you played with a completely different set of free spins, and the maximum win limit may be applied according to the casino's bonus terms, leaving us with limited options. However, you can always reach out to the licensing authority, as they have more resources and options to investigate issues like this.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.