The player from Germany had been accused of breaching bonus terms by placing single bets greater than the allowed one. The casino provided sufficient evidence proving that the player had in fact breached the rule prohibiting players from placing bets exceeding €5 while playing with an active bonus. The complaint was rejected as 'unjustified'.
SlotHunter Casino - Player’s bonus winnings have been voided.
Amount: €39,500
SlotHunter Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
I deposited 50 euros at slothunter and got a bonus of 100 euros. Then I played under 5 euros until the bonus conditions were met.
When I had a profit of about 4800 euros and had logged out, I received a congratulatory email from the casino's VIP manager on my win.
I then continued to play until I had a profit of around 40,000 euros, after which I verified my account.
Then requested a payment of 4000 euros.
A day later I received the news that the payment is not possible.
When asked, it was said that I had played a few games while the bonus was still active at 6 euros. After that, the entire profit of approximately 40,000 was deleted.
I pay close attention to the 5 euro limit and have not exceeded it. The casino claims
However, I would have violated it.
It is a mystery to me why I then get a congratulatory email from the casino for the fantastic win.
Kind regards
Peter
Automatic translation:
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3 years ago
Dear Peter,
Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration.
I carefully checked the Bonus Terms on the website, and this is what I found https://www.slothunter.com/bonus-terms-and-conditions:
„The maximum bet while wagering is 5 EUR/USD, 22.5 PLN, 50 NOK, 7.5 CAD, 400 RUB. The max. bet limit (5 EUR) includes bets doubling after a game round has been completed and bonus rounds (purchased within the game)."
We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.
If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Please do not hesitate to forward your game history along with any relevant communication to petronela.k@casino.guru if you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you in advance for your reply and understanding.
Best regards,
Petronela
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3 years ago
Translation
Additional comment from the player:
"Hi
Can you request game history from the casino operator?
Can this be changed by the operator?
Why is this history no longer displayed in my account? It is blocked by the casino.
I have not received any evidence from the casino that I have bet too high.
What are your options?
Kind regards
Peter B *** "
Automatic translation:
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3 years ago
Thank you very much, Peter, for your reply. I will now transfer your complaint to my colleague Andrej 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.
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3 years ago
Dear Peter,
I’m very sorry to hear about your unfortunate situation. I will try my best to resolve your case.
I would like to invite SlotHunter Casino to this conversation.
Dear SlotHunter Casino,
Please provide any relevant evidence proving your claims against Peter. In addition, can you please explain why Peter doesn’t have access to his game history? Feel free to post the information here or you can forward it to my e-mail address andrej.p@casino.guru.
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3 years ago
Hello Peter,
We sent all proofs to the Casino Guru team. They will investigate your complaint.
Regarding any other questions(especially game history) you may contact us via email -
We would be happy to answer all of them!
Kind regards,
SlotHunter Casino
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3 years ago
Thank you, SlotHunter Casino, for providing the information.
Dear Peter,
Unfortunately, after a thorough review of the provided evidence, we are rejecting this complaint as unjustified. The evidence clearly shows that you had in fact placed multiple bets of €6 while playing with an active bonus, therefore exceeding the maximum allowed bet with bonus money, which was €5.
I‘m sorry we were not able to help you with this one, but please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We will try our best to help.
In case you’re not satisfied with our ruling and you truly believe that your complaint is justified, I would recommend filing an official complaint with the casino’s Licensing Authority, although I believe their ruling won’t differ from ours. Please let me know if you decide to do so and our assistance is needed.
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3 years ago
Translation
Additional comments from the player:
" I got an email from Slot Hunter about the game history on an exel list. I can create a list myself.
I think it is not possible to get a list of the gameplay from their website.
In any case, access to their website is denied in the menu.
If I enter the period in question, I do not get a history.
I call this cheating
Kind regards
Peter *** "
Automatic translation:
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3 years ago
Dear Peter,
I can assure you that the casino representative has provided sufficient evidence proving their claims (not just your game history in form of an excel sheet).
As I mentioned before, if you are not satisfied with our ruling, I would recommend you to file an official complaint with the casino’s Licensing Authority. Please let us know if you decide to do so and our assistance is needed.
