Slothub Casino - The player's winnings were voided.

This casino cheated me out of $170. Made the first deposit, lost. The second one won back, put it on the withdrawal, an hour later they answered me that I had violated the rules while playing prohibited games and 170$ was written off. But I didn’t violate them, and even if the games are prohibited, then you won’t be able to play them in all casinos as long as there is a bonus, but here you should have found out about this by reading the bonus policy. This casino changed the conditions of the bonus in a couple of weeks, the screen of the bonus that I received was made, now I’m looking at the casino website for other conditions)) I wrote to them by mail, but they ignore me, I will send all the screenshots. Now I see the account has been blocked)

Hello dxlive86,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slothub 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 is yes, since when exactly? What kind of bonus did you use to accumulate your winnings? When was the last time you speak to the casino and what was it about?

We believe that the casino should block the access to restricted game while the player has an active bonus and they should not void any balance for that reason.

Looking forward to your answer.

Regards,

Nick

Hello,

First of all, as SlotHub casino, we are really sorry for the problem you have experienced.

When I check the logs, I see that your statements are incorrect and misrepresented.

You stated that you did not violate any bonuses, but as our support team shared before, you violated the bonus rules.

Our bonus policies and terms of use are clearly stated on Slothub. Our players must read them clearly, especially when they use a bonus.

As in every casino, some games are on the prohibited list while they have an active bonus. These casino games are clearly stated on the bonus policies page.

You have violated our bonus policy by playing these games more than once while having an active bonus, and your active bonus and bonus winnings have been canceled for this reason.

Your main deposit has been added back to your account and I am viewing that you have successfully withdrawn it

You have played the following prohibited games with your active bonus and earned profits from them:

- Spinions Game Day

- Sizzling Kingdom: Bison

- Wolf Gold

You said you didn't play these games, but your account logs are as follows:

https://i.imgur.com/Z98Zmkn.png

https://i.imgur.com/wjsvUKN.png

https://i.imgur.com/dkNz2Bb.png

Also last week our promotion team made some changes to our bonuses, but these were related to deposit bonuses. Our bonus rules and policies have always been the same, with no changes made to them that have changed or deceived our players.

Unfortunately, there is nothing we can do about your complaint. It is clear that you have violated the bonus rules, and at Slothub we are particularly clear about our Bonus policies.

Best regards,

Slothub Casino

The account has not been verified. Used the second deposit bonus.

I wrote to the casino a couple of times, there was no answer, and the account was also blocked.

How was the bonus

https://postimg.cc/rztNZPYp

And how did it become

https://postimg.cc/Y4sQb66g

In any case, access to games should not be, if they are prohibited, such conditions are in all casinos.

I played all the games that I like, there is no special strategy, there was no purpose to deceive, but the casino has an intent, changes in the rules are evidence of this. And finally, I will leave a list of games that the player himself had to control:

https://postimg.cc/gallery/wLkHyNd

Hello dxlive86 and Slothub Casino,

We believe that if there are any restricted games while the player has an active bonus, the casino should block the access to such games and we find it unfair to void the player's winnings for this reason.

I will now forward the 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

The gutter is no longer relevant, the problem is solved

With your help, we have decided everything with the casino

Greetings all,

Great news!

Thank you, dxlive86, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you and the casino managed to solve it together. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, 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.

Thank you, Slothub Casino Team, for your reply and cooperation.

Best regards,

Branislav, Casino.guru