The player from Germany deposited 910 euros at Slota, received an 800 euro bonus, and fulfilled all wagering requirements. However, his total balance was reduced from 6400 euros to 1000 euros due to a newly applied maximum cashout rule that he claims was not in effect when he made his deposit. He seeks clarification on this matter.
SlotaCasino - Player's winnings were unjustly reduced.
Amount: €5,400
SlotaCasino
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6.3
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Case summary
3 days ago
Public
Public
6 days ago
Translation
Hello
I deposited 910 euros at Slota on March 8th for this bonus
and then received an 800 euro bonus.
https://slota1.casino/de/promos/womans
After I had met all the bonus wagering requirements, my total balance was reduced from 6400 euros to 1000 euros, even though there was no maximum cashout for this bonus.
I had carefully read the casino's bonus terms and conditions beforehand and could not find any information about the maximum cashout.
In the bonus description there was no information about the maximum cashout (see screenshots) and I couldn't find a maximum cashout for deposit bonuses with deposits in the general bonus terms and conditions either.
it only says that no deposit free spins and cash bonuses without deposit have a max cashout of x10 of the bonus
I contacted my VIP manager at Slota to ask why my winnings were reduced to 1000 euros.
He told me that the bonus had a maximum cashout of 1,000 euros and also sent me the casino's bonus terms and conditions.
apparently has
The casino recently changed the bonus terms and conditions, but when I deposited for my bonus and played, this new bonus rule did not apply.
It is point 19 in the bonus terms and conditions:
Winnings from deposit bonuses or free spins placed in the "Promotions" tab can be withdrawn up to a maximum of 1000 EUR / 1500 CAD / 1500 AUD / 1500 NZD / 10000 NOK / 8000 DKK / 5000 PLN / 1000 CHF / 400,000 HUF. Any additional winnings will be deducted from your balance.
I made screenshots of the bonus conditions on the day I deposited for the bonus, which prove that this new bonus paragraph 19 and this 1000 euro max cashout did not exist before.
The general bonus conditions on March 8th when I deposited for the bonus:
the bonus conditions today:
I am already verified at the casino and this is not my first withdrawal
I hope you can help me to clarify this case
Thank you
Unfortunately I could not upload any screenshots
Automatic translation:
Public
Public
5 days ago
Dear fowi30,
Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.
Could you please try posting the screenshots one more time? If you're still unable to upload the pictures to the thread, forward them directly to me at veronika.f@casino.guru. Kindly include the conversations with the casino customer support as well.
I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards
Veronika
Casino Guru is examining the case
