Slotastic Casino - Player's withdrawal gets denied.

I had topped up with a 35 dollar amount with no benefits so I didn't have restrictions. They said I had change from a free game making all my wins null besides 180 I agreed ran through hoops then they denied 180.

Dear codyhensley420,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotastic Online Casino.

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

• After your payout was canceled, has the casino confiscated your winnings, or has the money returned to your casino balance?
• Have you completed KYC verification?
• Have you contacted the casino regarding the issue? send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots 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,

Tomas

I was verified befor I had one and made multiple deposits. After I won over 900 I decided to withdraw at first they said I need to reverify to recieve my winning, spend 3 days back and forth to verified. After I was verified they informed me I was only eligible for 180. I accepted the next day they said I was not eligible for anything. I have multiple emails saying hurry and claim 180 not many screen shots this was my first experience.

Thanks for your email.

Could you please share any explanation from the casino as to why not even the 180$ could be cashed out?

They said I had used a boost from event that made it have terms and conditions. I said that 5he boost never stated that they have since changed boost to say that information.

Could you please share the rules you are referring to? Post the screenshot here or send it to me via email.

Send me the correspondence in which the casino explains their justification for confiscating the remainder of your winnings, if possible.

I'll wait for your reply.

They have changed it after I made them aware no terms were tagged with it. Also my account had been deleted. Here are some more info of email string 

I am sorry but I am unsure of any changed rules unless you provide more context.

From my understanding:

the rule specifying $180 has already been in place since at least 2023 according to our database of bonuses.

According to your first post, even the $180 the casino left on your account after an unsuccessful withdrawal attempt was later confiscated.

So far you haven't explained what the reason for this confiscation was, nor could I find it in the correspondence provided.

Please let me know if I understood the situation correctly, or add any information that would support your case. I apologize for the inconvenience.

I had finished the kyc. And then went to withdraw the 900, I then received an email saying that winnings were reduced to 180, and that they wanted me to redo kyc, I redid the kyc and got approved again through there syst6and live chat, I then got approved kyc and went to withdraw they then denied 180 and removed the180 from acount. And was harassed and talked down to in there live chat.

Thank you very much, codyhensley420, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru)  who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello codyhensley420,

I'm Michal, and I have taken over this complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Slotastic Online Casino to join the conversation.

Dear Slotastic Online Casino,

Could you kindly explain why the player's withdrawal of $180 was not processed and their account was closed?

Hi there!

The player was playing with a free bonus and breached the following rule:

22. In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the playthrough of any bonus, including cashback offers. $10 is the maximum bet unless expressly stated otherwise. Betting above $10 during a bonus playthrough will result in any promotion winnings being voided.

The account was then closed at the customer’s request.

Thank you for the response, Slotastic Online Casino.

Please forward the supporting evidence related to this case, along with any additional relevant information, to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

The casino team has informed us that they are still in the process of investigating the case. In order to provide ample time for a resolution and to assist in finding a satisfactory outcome for all parties, we have decided to extend the timeline by 7 days.

Hello codyhensley420,

I have been in contact with the casino team and have multiple times requested updates, but unfortunately, they were still waiting for more information from their game provider. Despite granting an extended time period, there was no progress, so we had to close this complaint as unresolved. We understand that this may not be the ideal outcome, but we believe that the casino team could handle this issue better with a more proactive approach. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru