The player's winnings were voided due to breaching the bonus terms. After gathering all the necessary data and details, we rejected the complaint because the player made bets exceeding the maximum bet amount stated in the casino's Terms and Conditions. Although it did not have to mean an advantage for him to make in-game purchases of Free Spins where a value of 1 Free Spin was under the maximum bet amount, he won significant winnings by using such a purchase where the value of 1 Free Spin exceeded the stated limit, which gave him an unfair advantage in meeting the wagering requirements. The casino acted correctly and in accordance with its rules, and even restored the player's initial deposit. The player is not entitled to the winnings obtained in this way.
Slot10 Casino - The player's winnings were voided.
Amount: €10,000
Slot10 Casino
Safety Index:Very lowUnjustified complaint
REJECTED
Case summary
Hello, first of all I don't live in Puerto Rico but in Germany, unfortunately I couldn't change it.
I had used a bonus code and the bonus was already converted. So I played with real money for a long time. I have on 07.05. Requested a payout of €2500. Today my entire balance / Azs payment was canceled / deleted. On request: I allegedly committed a bonus manipulation. Bought free spins 3 times in a row. Can you help me?
Hello Error1905,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots10 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? Do I understand it correctly that you have filled out wrong information in the casino? Did you ever deposit into the casino and if yes, how many times and when exactly? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hi, thanks for the quick response!
Yes, my account has been digitized for 3 weeks. I had already deposited at Slot10 several times. But won the 1st time and wanted to cash it out.
My account details are all correct, so I didn't give any wrong information.
Here is the explanation from slot10 casino, an absolute joke just because I did Bonus Buy they don't want to pay. I send you the mail from Slot10 casino:
We are reaching out to you regarding your recently claimed bonus and withdrawal request.
Our trading team has detected that your betting activities related to the S103GOLD600M bonus are in violation of the general website terms and conditions. Please see the note in the rule below:
Section 8. Bonus Rules, point:
8.8.1. Casino bonus manipulations may consist of, but are not limited to:
Placing bets that are specified as a restricted game in the rules of the relevant promotion
Increasing the balance and then changing gaming behavior (stake, game type, betting structure, etc.) in order to meet the bonus wagering requirement
Large bets leading to a substantial win, followed by a bet drop of at least 75% of the previous average bet in order to clear the bonus wagering requirements.
Placing bets with an amount greater than €12 (or the equivalent of € in another currency) or 5% of the bonus given, whichever is lower.
8.8.2. The manipulation of the sports bonus can consist of, among other things:
Placing bets that are specified as a restricted game in the rules of the relevant promotion
Placing bets on opposite outcomes or repeat bets
Placing bets on your real + virtual balance more than twice in a row
Increasing the balance and then changing the game pattern (bet, game, type, bet structure, etc.) in order to meet the bonus wagering requirements
Large bets that result in a significant win followed by a wager decrease of at least 75% of the previous average wager in order to clear the bonus wagering requirement.
Please also note that since bonus manipulation was detected, we were obliged to redeem your winnings and the amount of EUR 250 was returned to your betting account.
For your information, see point: 8.8.3. In case of bonus manipulation, Slot10 reserves the right to withdraw any accumulated winnings.
Dear Nick,
The player claimed bonus S103GOLD600M (500 EUR) on 25.04.2023. Using the bonus, he played slots.
As per our promotion T&C which the player is familiar with and which were explained by our colleagues, the player cannot place bets above 12 EUR or 5% of the bonus amount.
For reference:
"8.8.1. Casino bonus manipulation amongst others, may consist of:
(a) Placing bets listed as restricted gameplay in the specific promotion’s rules
(b) Increasing the balance, then changing the gaming pattern significantly (bet, game type, bet structure, etc.) in order to complete the wagering requirements for the bonus
(c) Making large bets leading to a substantial gain followed by a drop in bet size equal to or greater than 75% of the previous average bet size in order to complete the wagering requirements for that bonus.
(d) Placing bets of amounts higher than 12€ (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower."
In this case, Error1905 made several bets using virtual funds which are in breach of term 8.8.1(d), some going as high as 192 EUR on a single stake.
Considering that there is a clear breach of the Terms and Conditions, the associated winnings were voided and the player's deposit amount was restored back to the account balance.
Kind Regards,
Slot10 Casino Team
For all casino lovers!
Attention Slot10 Casino is based on scams, they are not affiliated with any gambling authority. It is therefore not possible for anyone to lodge a complaint anywhere.
Even my actual deposit amount of €250 was not paid out. Apparently documents were missing blah blah.
They delete my balance of over €10,000 because I bought free spins. Who doesn't? If that is not allowed, why is this possible. Wouldn't the casino have to turn off the option. But of course they leave the option in because if you should win, Slot10 Fraud Casino can accuse you of bonus manipulation. Cool scam to pay no money to Azs.
SO HANDS OFF! !
Again to understand what a scam Slit10 Casino pulls off!
If you buy free spins with a bet of 20 cents, which costs €20 in most games. Are you violating bonus terms and conditions? Hahahaaaaaa what pranksters
Please don't put a single penny into this scam casino, I should have read CasinoGuru's review of Slot10 scam casino first. "A casino cannot be rated worse"
Here are the alleged bets that are at stake as proof. Free spins were bought with a 60 cent stake. Above all, this did not even result in profits, rather minus. Because of something like that, more than 10K are deleted and they don't even bother to come to me. Also, I still haven't received my deposit amount myself. Sad and pathetic.
PLEASE STAY AWAY FROM SLOT10 SCAM CASINO and trust CasinoGuru's review about Slot10 Casino
Thank you both for all the information provided so far. As we will need more information from the casino, I would like to ask Slot10 Casino to forward evidence that the player breached the bonus terms and to specify when can the player expect his refund of deposits to branislav.b@casino.guru as the complaint will be forwarded to him from now on.
Best regards,
Nick
Hello Nick, I received an amount of 250€ on my account. Probably for the bad conscience that I was deleted over 10000 €. Wrote to Slot10 again but no answer until today. A solution must be found. For example, I'm willing to agree on a comparison amount or the deleted balance with new bonus conditions, so I have to convert the amount first, etc... I'm not even concerned with the payout, but with the fun of the game.
Hello, Error1905,
I am sorry to hear about your unpleasant experience. From now on, I will assist you with the complaint. I will contact the casino again and try my best to resolve the issue as soon as possible. So, let's ask the casino about the details and the requested evidence.
Dear Slot10 Casino Team,
Could you please elaborate on "several bets using virtual funds"?
You mentioned a single stake of 192 EUR. Do I understand correctly that the player purchased an in-game feature (extra free spins) while playing with bonus money? If that is the case - how many free spins did he buy and what was the value of 1 free spin?
Can you please explain what an (unfair) advantage did he gain by playing in this way?
If in-game purchases while playing with an active bonus are forbidden and the casino confiscates winnings for doing that, why is it not enforced by the casino's system, and the players are allowed to do it? Or - why do such bets count towards wagering requirements? How are the players informed that it is forbidden?
If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? Can you please provide me with the player's complete gameplay history?
It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).
Thank you in advance for providing the information.
Dear Branislav,
Additional comments and evidence were sent to your email.
Kind Regards,
Slot10 Casino Team
Hey Casino Guru Team, why aren't there any replies. I've looked at several comments everywhere people are waiting for answers. We are grateful that you are there for us, great praise but answers would be good.
Have you checked the email from Slot10 Casino, I would like to see the email
Dear Error1905,
I am sorry for the delay. However, there are several things that need to be clarified here.
In your first post, you mentioned that you do not live in Puerto Rico, but in Germany. Then, in your second post, you stated that all your account details are correct and that you did not fill in any wrong information. Why did you mention it? Can you please explain it in more detail, please?
As for a breach of the casino's bonus terms and conditions, and since I assume you have access to your casino account, you can check it by yourself and provide me with the following information - when did you claim the bonus in question, when were the winnings converted to the real money balance, and when all the in-game purchases (free spins buying) were made?
You shared a screenshot with some of the in-game purchases (2 of them) - can you please confirm this was done while you were playing with the active bonus, so the purchases were made with bonus funds?
Then, since it looks like all the bets above 12€ (maximum bet amount with an active bonus) were made with an active bonus, and you claimed that you bought free spins only 3 times in a row - how can you please explain the other bets of €40 to €192 bets which were made outside of the mentioned 3 free spins purchases? Are you trying to tell us that all these +€40 bets were only in-game purchases of free spins?
In addition, you allegedly did not win anything from these bets/purchases, but I see in the provided part of your gameplay history that you managed to win substantial winnings from these bets, which gave you a significant advantage to meet the bonus wagering requirements and convert the funds to real money balance. It is even visible in the screenshot you shared above.
Once you answer all of my questions above, we can proceed with the case.
Looking forward to hearing from you.
1. Why I wrote in that my account information is correct is because her colleague "Nick" asked for it. Again for understanding my account details at Slot10 are correct.
2. I didn't claim I bought ONLY 3 free spins. That was what Slot10 said and the screenshots I posted are the bets Slot10 accused me of. Hence I posted this. I recommend you read through the full complaint history chat! Of course, I often bought free spins, which all casino players do, so there is a bonus buy button right?
So if I had to send you the betting lists it would be over 1000 screenshots. It seems like you are playing for time, if you are not able to solve the case let me know and please do not waste time. We're talking about incorrect account information here, which is not true and has nothing to do with bonus manipulation.
Slot10 sent you emails about the bets and did you even get any answers from slot10 to your well-posed questions? As an example, why is there a bonus buy button, why are higher bets possible with the bonus? Also, I said I didn't win anything on the bets I was accused of and I won most of the money after the bonus was regenerated. They say they want my betting history and in their message they say they have a betting history.
Again, all bets over €12 are bonus buys, not single bets. Again for understanding, every player who uses 0.20 cents buys free spins, which costs €20. Commits bonus manipulation according to Sl0t10 Casino!
It's better to go into facts so that we don't waste time. I find your questions provocative and manupulative and partisan. As you can see from their email, they have already come to an agreement with Slot10.
Alright, Error1905. I will try to explain to you the situation in more detail.
The way of you communicate and your failure to answer my questions also cause dragging the process out. Therefore, I will overlook your notes and opinion about my questions, and to not waste any involved party's time, I would appreciate it if you could answer them. I went through the thread before I wrote my previous post. If you answered all the questions sufficiently, I would not have to ask them more than once, right?
Although you answered Nick that all your account details are correct, you did not explain why you had mentioned the fact you do not live in Puerto Rico but in Germany. So, again, but in other words - why did you mention it at the beginning, and what does Puerto Rico have to do with this case, please?
From your first post, it was not clear whether the information about "3 times purchases in a row" was provided by the casino or it was only your additional note since it is not mentioned in the email from the casino you shared above. All details are important.
In the meantime, the casino provided me with another piece of information that I asked you for. Can you please confirm you activated the bonus on April 25, 2023 (15:19:25), and the conversion took place on April 27, 2023 (09:28:36 UTC)? Since you have access to your account, you should be able to check and confirm this information.
In addition, there is still ongoing communication between me and the casino outside of this thread. Once I have enough details and answers to my well-posed questions, I will share them here.
1. I mentioned Puerto Rico because when I first wrote to you. Underneath my name was the Puerto Rico flag at Casino Guru (now showing the Germany flag) as well as theirs showing the English flag. I wanted to tell Casino Guru that I am a player from Germany so that I can get the right support. Again, nothing to do with Slot10.
2. Regarding the three-time purchases. That's what I was told in the live chat and they called the betting lists in the live chat. I put that in here as a screenshot. This is the 192 buyinn bet list that Slot10 is also talking about in the mail. I put the screenshot in so you can see it.
3.The activation period and conversions are correct.
4. As I said: why is it possible to buy free spins or place higher bets if this is not allowed. Again, every player who buys free spins for 20 cents, which usually costs €20, commits bonus manipulation according to Slot10 Casino! This cannot be right and is obviously a scam. That must be clear to everyone
You have to understand that this situation upsets me a lot and I'm so upset about it. After all, this is about €10,000, which is not a little money. I'm also willing to make compromises: for example reduced payouts or balances that need to be converted again, but Slot10 doesn't respond to anything I write to support.
Dear Error1905,
Thank you for the additional clarification and answers.
After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's bonus terms and conditions - exceeding the maximum bet amount of €12. We do not see a problem in using in-game purchases of Free Spins while playing with an active bonus if a value of 1 Free Spin is under the maximum bet amount stated in the casino's bonus terms and conditions. However, if we are talking about the purchase of €192, which was tested in a demo version of the Megaways Jack slot, there were 12 Free Spins. It means that the value of 1 Free Spin was €16 (the game informs players about it before each purchase confirmation), and there was even a significant amount won from these exceeded bets, which gave you an unfair advantage for meeting the wagering requirements. Considering the way of your play, it is clear you played in some games only using the in-game purchases, not just to try it or that you did it by mistake.
Please note that it is not an industry standard that casinos have the maximum bet amount enforced by the system, and we are talking about free funds given by them on top of players' deposits. Therefore, we accept it. In addition, players are obliged to read the terms and conditions, and you accepted them upon registration.
You are not entitled to the winnings obtained in this way, and it is not possible to make any compromise here. Since your deposit was restored, the casino acted correctly and in accordance with its terms and conditions.
I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.
In case of any questions, feel free to write to me at branislav.b@casino.guru.
Thank you very much, Slot10 Casino team, for providing information and for your cooperation.
Best regards,
Branislav, Casino.Guru
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