Slotella Casino - Player has been accused of playing a restricted game.

Casino has a fatal back on their backend. Any microgaming slot you may play it gets recognised as Immortal Romance microgaming slot on their backend. Immortal Romance is one of the few restricted microgaming slots on casino bonus wagering.

If you play ANY microgaming slot on this casino with a bonus it will look like on their backend as you where breaching the bonus terms.

They will remove the bonus and all of your winnings after you complete wager and they will claim that you played the forbidden slot immortal romance. After 10 emails I was offering explanation and video evidence about their site bug they replied to me 12 days ago they are looking at my case. After that they do not provide us with any kind of reply to the emails I send every other day to check the process of my case. The bug is still there affecting anyone playing with bonus on the site. I tried yesterday to play a new microgaming slot on the site (with lower minimum bet than immortal romance) and it still gets reflected as immortal romance on their transaction history backend even if it a new microgaming game (released 2 days ago).

I have video evidence I can send you link privately. I'm attaching screenshot of trancation history playing microgaming games with lower bet than immortal romance (minimum bet on immortal romance on slotella.com is 0.30 cents) but still gets reflected as immortal romance on their transaction history.

Dear Reginalia,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We think that restricted games for bonus play should be blocked, and this rule enforced at software level, i.e., that the casino's software or website shouldn't let players place bets on the games that are not allowed to be played while completing the bonus wagering. That would be an ideal scenario. Another acceptable practice would be to at least alert the players when they access a restricted game that this game is not allowed to be played while they have an active bonus, moreover if the casino experiences technical problems and wrong games are displayed on the players' game history.

Could you please advise if you have been warned by the software when accessing any of the restricted games and if it was your first redeemed bonus in this casino?

If you wish to forward any supporting evidence, my email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hey Petronela,

Thanks for you immediate attention.

The casino does not have any mechanism to prevent or warn you from accessing any restricted game.

The casino also change the terms of bonus sometimes multiple time during the day so you have to be extra careful.

I noticed this behaviour of casino and I was very careful checking every new game I was playing against their list of restricted games, I was always refreshing the bonus terms list to be sure I had the latest information.

I'm 100% sure I didn't played any restricted game and my real player history can prove it.

This was not my first bonus on the casino, but its the first time I complete the wager or at least the first time I received a reply that I completed the wager.

This casino activates bonus manually, updates you about bonus wager manually, check player history manually. There is no automations for bonuses as on many other casinos.

I just forwarded evidence of my case to your email. Feel free to ask for additional info or proof.

Thank you very much, Reginalia, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Casino just processed the withdrawal request I placed 3 days ago about my original deposit!

I still have no update about the glitch affecting my winnings!

Hi Reginalia,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Casino replied to one of my emails and say : "Our technical teams are still working on the problem. Thank you your patience in this matter."

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days.

Dear Reginalia,

please, have you received any new information or time frame on when it will be solved?

The last reply I receive from the casino is the following

Slotella Support (Slotella)

Dec 22, 2022, 17:01 GMT+4

Hello,

Our technical teams are still working on the problem. Thank you your patience in this matter.

Best,

Natalia

I see, it would be fair to provide them enough time to solve the problem, but it should not take too long to keep you without the explanation. I am extending the timer by 14 days. Please, inform me if there is any new information.

Still no any kind of update from the casino

they just added live chat support on their website. i asked they said after 5 minutes I need to show additional patience

Hey Reginalia,

is there any new information about the case?

I've made an inquiry on livechat some days ago and they ask me more time to complete the investigation 😕

Hello,

I just open a chat with them, they are very responsive you can try it too if you dont receive email replies.

They looked on my case and they send me screenshot of me playing immortal romance on their backend

Then I explained immortal romance is reflected on their back end if you play any kind of microgaming slot. After I submited evidence about the ability to bet on any othe microgaming with a lower than minimum on immortal romance slot and get it reflected as immortal romance on their backend.

Then they switched they send me a screenshot of my playing big bass bonanza. I asked why and they replied that big bass bonanza was a restricted to play with bonus game. Then I asked them to point me where and they shared a screenshot with me with bonus rules say on restricted slots list bonanza and they explained by that that ALL games with bonanza on their title are restricted.

After that I complaigned to them about not being fair and then they shared a screenshot with me about me playing some pragmatic games. I asked them why and they replied that ALL pragmatic slots are restricted.

I asked them to point me where and they asked me to go on their promotions and see their new promo offers. On those new, recently introduced bonuses on their site they restrict all pragmatic games. First those are new bonuses then one I used they share with me via email and standard bonus rules where in effect. Second those new allegations from their side surface for first time after 45 days they said my problem was playing immortal romance. I'm not sure what they are doing but lets try to help them. I'm sure their reputation is valued more than 8507 usdt they wrongfully removed from my account

Dear Reginalia,

have you received any kind of warning pop up that these games were restricted?

Hey Jozef,

I've not received any warning, but I was careful with the terms.

I never played Immortal romance, but it looks like they can't investigate what's goings (bug is still present).

So they try to find another reason, they said bonanza mention on the restricted games list covers even big bass bonanza, but this is also inaccurate. Bonanza is a BTG slot and I never played that game.

Then they said that I played pragmatic games, which I did, but they were not restricted to the special bonus terms (125% up to 125euro at that time). But I can confirm they restrict it on the NEW bonus terms they released with NEW bonus 125% up to 500euro. New bonuses released mid of January. I deposited and won mid of December! Also, if pragmatic was restricted at that time, they will cancel my winnings and bonus with that reason and not with immortal romance!

I just go to livechat. The representative tried to say pragmatic was blocked. After I said I have evidence and the biggest one was them canceling my winnings with questionable claim of playing immortal romance and that the departement would use the claim of playing pragmatic which would be valid and solid but at that time (dec of 2022) pragmatic was not banned. They say will go back and check they email and the transaction and come back but it will take time. I said ok and informed them about the claim on casino guru and ask them to reply here. They said you can go over their chat if you have time and they will reply 😀

Since we haven’t received any response from the casino regarding the issue, we are forced to close the complaint as ‘unresolved’. The casino can reopen this complaint anytime.

Dear Reginalia,

I am very sorry, but since the casino team is unresponsive, we’re not able to proceed with further investigation. Another option is to file an official complaint at the licensing authority of the casino. I will gladly help you with it, you may reach me at the email address mentioned below. Please, be aware that this complaint will affect their reputation on our website. Let me know if you have any questions or require further assistance.

Best regards, Jozef