Slothub Casino - The player's winnings were voided.

Ich wollte meinen Gewinn von 1000€ auszahlen. Bekommen habe ich nur die ursprünglich eingezahlten 75€. Ich habe den Willkommensbonus genutzt (100%).

Als Grund dafür wird mir genannt, dass ich mehrere Spiele gleichzeitig gespielt habe. Das wird als Bonus Missbrauch gewertet, obwohl die Chance auf Gewinne dadurch nicht steigt.

Die Seite dürfte bei so einem Vorgehen nicht so gut bewertet sein.

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

Hallo Nick,

ich habe die meiste Zeit 2 Spiele parallel gespielt. Das waren überwiegend spiele von Nolimit City.

Dokumente zur Verifizierung wurden von mir nicht angefordert.

Ich habe mit dem Support geschrieben, weil ich nicht über "Wire Transfer" auszahlen konnte. Diese Option stand nicht zur Verfügung.

Mir wurde dann empfohlen, das Geld in Crypto auszuzahlen über die App Exodus.

Ich habe das direkt getestet und 50€ ausgezahlt. Das hatte geklappt. Als ich die anderen 1000€ auszahlen wollte, bekam ich nur 25€ ausgezahlt. Auf dem von mir hochgeladenen Screenshot wird auch angezeigt, dass meine Auszahlung von 1000€ storniert wurde und dann eine Auszahlung manuell von 1000€ gemacht wurde - wobei das eben nicht stimmt - ich habe nur 25€ und die Mail bekommen (siehe Screenshot).

Viele Grüße

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

Danke!

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

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

Greetings,

We will direct our account team to thoroughly review this case and provide you with an update soon.

Best regards,

SlotHub Casino

Helllo SlotHub Casino,

Thank you for your response, we will wait for further information.

Kind regards,

Adam

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.

Dear Doedel14,

We have received no further response from the casino. Have there been any further developments?

Kind regards,

Adam

Leider nicht. Ich habe keine Nachricht oder Ähnliches erhalten

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