Slottio Casino - Player's winnings have been confiscated.

Jag satte in 400 euro och fick 600 euro med en gånger omsättningskrav.

Först spelar jag Sugar Rush och satsar 1 euro per tryck, när jag omsatt 700 euro och har ett saldo på ca 850 euro kvar så byter jag spel till Gates of Olympus även där satsar jag 1 euro per tryck och när jag omsatt dom 300 euro som var kvar har jag ett saldo på 1000 euro och begär då ett uttag.

Efter ett dygn så får jag ett mail från slottio:

Hello Douglas,

I hope this email reaches you well.

We are sending you this email in regards to your withdrawal request. Sadly your withdrawal has been rejected and your winnings have been confiscated. We are terribly sorry for this.

The reasoning behind the confiscation of your winnings is that you’ve breached our terms of service in regards to point "7.9.

The purchase and/or activation of in-game bonus/feature/free spins play whilst having an active bonus is strictly prohibited.

We are terribly sorry for any inconvenience this may cause you.

Thanks for your patience and for understanding.

Kind Regards,

Thomas

Jag har kollat deras villkor 7.9 och har alltså inte brutit mot det som dom påstår och efter kontakt med chatten så påstår dom att jag köpt 10 free spins vilket inte stämmer.

Eftersom casinot inte har någon histora så kan jag inte heller bevisa att så inte är fallet.

I första hand vill jag ha mina 1000 euro som jag har rätt till, om dom nu vägrar så vill jag ha tillbaka min insättning på 400 euro då jag ej brutit mot deras villkor.

Tacksam för hjälp. mvh Douglas

Hello Dogge,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with SlotHive 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?
• Did you purchase any in-game feature?
• Isn't there any betting history within your betting account or can't you request it from the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hejsan. Först måste jag korrigera att casinot är slottio.com och har samma ägare som slothive casino.

Jag har spelat där en gång tidigare för ca en månad sen och gjorde då ett uttag på 650 euro som betalades ut utan problem så kontot är verifierat och godkänt för drygt en månad sen.

Jag köpte ingen funktion i spelet utan jag gjorde drygt 1000 1 euros satsningar.

Jag kan inte få fram spelhistoriken på kontot, har mejlkontakt med casinot och bett dom bevisa mitt påstådda villkorsbrott vilket dom inte har gjort.

Kommer skicka in alla mejl till er som skickats och mottagits från casinot.

Thank you Dogge for all the information provided. As we will need further information regarding your betting history, I will be forwarding your complaint to my colleague Branislav (branislav.b@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Still no answers from the casino and I really need my money back.

Hello, Dogge,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear SlotHive Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

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.

Greetings all,

Since I got in contact with the correct casino representative and we found the complaint was indeed submitted to the incorrect casino, I would like to provide the update.

The complaint was switched to the correct casino - Slottio Casino, and I created a new casino representative account for them a while ago, so they should be able to comment on the thread.

Now I will only repeat myself and direct my previous post to the correct casino representative.

Dear Slottio Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.