The player's winnings were voided for breaching bonus terms. The casino claimed that the player had played 2 or more games at the same time. The casino initially responded to say that they would look into this, but as there was no further response from them the complaint was closed as 'unresolved'.
Slothub Casino - The player's winnings were voided.
Black points: 124
Amount: €925
Slothub Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
2.6
Slothub Casino has a Safety Index of 2.6, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Uncertain case, passive regulator
UNRESOLVED
Case summary
1 year ago
Public
Public
1 year ago
Translation
I wanted to withdraw my winnings of €1000. I only got the originally paid €75. I used the welcome bonus (100%).
The reason given to me is that I played several games at the same time. This counts as bonus abuse, although it does not increase the chance of winning.
The site should not be rated so well with such an approach.
Automatic translation:
Public
Public
1 year ago
Hello Doedel14,
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? Which games did you play at the same time? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Public
Public
1 year ago
Translation
Hello Nick,
I played 2 games at the same time most of the time. Those were mostly Nolimit City games.
I was not asked for any verification documents.
I wrote to support because I couldn't withdraw via "Wire Transfer". This option was not available.
I was then recommended to withdraw the money in Crypto via the Exodus app.
I tested it directly and paid out €50. That had worked. When I wanted to withdraw the other €1000, I only got paid €25. The screenshot I uploaded also shows that my payout of €1000 was canceled and then a payout of €1000 was made manually - although that is not true - I only received €25 and the mail (see screenshot).
Best regards
Automatic translation:
Public
Public
1 year ago
Hello Doedel14 and thank you for all the information provided. As long as you did not breach any other bonus conditions, playing 2 games at the same time shouldn't be a reason for voiding any balance. I will now forward your complaint to my colleague Adam (adam.m@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Public
Public
1 year ago
Hello Doedel14,
I have reviewed your case and will contact the casino to see if I can help.
We would like to invite Slothub Casino to join the conversation and participate in the resolution of this complaint.
Dear Slothub Casino,
Can you please clarify why playing two games at once has caused the player to forfeit their winnings?
Kind regards,
Adam
Public
Public
1 year ago
Dear Doedel14,
There has been no further response from the casino, I will contact them once more.
We would like to ask SlotHub Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.
Kind regards,
Adam
Public
Public
1 year ago
Greetings,
We will direct our account team to thoroughly review this case and provide you with an update soon.
Best regards,
SlotHub Casino
Public
Public
1 year ago
Helllo SlotHub Casino,
Thank you for your response, we will wait for further information.
Kind regards,
Adam
Public
Public
1 year ago
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.
Public
Public
1 year ago
Dear Doedel14,
We have received no further response from the casino. Have there been any further developments?
Kind regards,
Adam
Public
Public
1 year ago
Translation
Unfortunately not. I haven't received a message or anything like that
Automatic translation:
Public
Public
1 year ago
Dear Doedel14,
I have tried to contact the casino repeatedly but had no further response. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino appears to operate 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 am sorry we could not be of more help on this occasion.
Best regards,
Adam
