The player from Germany was accused of breaching bonus terms by placing a single bet greater than allowed, therefore, his winnings were confiscated. We ended up rejecting the complaint because the casino provided evidence supporting its claims.
SlotHunter Casino - Player’s winnings from a bonus were cancelled.
Amount: €1,800
SlotHunter Casino
Safety Index:HighSafety Index
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8.9
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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4 years ago
Translation
2nd deposit bonus used, 50% on a € 100 deposit plus free spins.
Profit of 2300 € fully implemented and want to pay out 1800 €, all bonus conditions have been met.
Payout was ordered and after 2 hours the payout was canceled and the money was confiscated, I exceeded the stake amount it was then said.
the money was not credited back to the gaming account but simply retained.
There was no explanation to understand it, some bonus buy games indicated that the limit had been exceeded, which is why it was not possible to play at a lower stake.
and now it is suddenly said that I violated the conditions!
1800 € are gone!
customer service, blocks directly and leaves the chat.
just stealing!
Automatic translation:
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4 years ago
Dear Joshua,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms (https://www.slothunter.com/bonus-terms-and-conditions), and this is what I found:
"The maximum bet while wagering is 5 EUR/USD, 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)."
Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.
However, if you are sure you didn’t breach this rule, please forward me your game history. My email address is kristina.s@casino.guru.
If there is any other relevant communication between you and the casino, please send it as well.
Thank you in advance for your reply.
Best regards,
Kristina
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4 years ago
Dear Joshua,
We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.
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4 years ago
Translation
Good Morning,
Thank you for the extension.
The anger is heavy.
I find it unjustified that I was not informed the entire time, in the end my entire deposit that I made was just play money.
There was no time when I could make any profit as the money from the bonus buys was "worthless".
At no moment, as mentioned, was it reset to the amount of the deposit, which is why I never had the opportunity to notice that I cannot do anything with all of the money.
I would like to have this deposit amount credited, not even with the bonus, just the € 100 deposited.
A solution has to be found in which I don't just supposedly win a vacation + the rent & in the end have gambled away € 100 😂
Automatic translation:
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4 years ago
Thank you very much Joshua for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.
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4 years ago
Hi Joshua,
I'm taking over your complaint. If I understand you correctly, you breached the maximum bet rule and lost the winnings. Then you were informed you would get the deposit back but it never happened, correct?
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4 years ago
Translation
Good Morning,
It was written that my balance was reset to the deposit, but at the time I had € 500 in the game account, so I thought I can withdraw some of it sooner or later.
The notification came later, I never had the opportunity to win anything after violating the condition & therefore I would like to have at least the money credited back to the deposit.
Automatic translation:
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4 years ago
Hi Joshua,
Could you please send me your game history (peter.m@casino.guru)? Either screenshots or the whole document please. In the meantime, I will contact the casino and see what can be done. I would like to invite SlotHunter Casino to the conversation to participate in the resolution of this complaint.
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4 years ago
We would like to ask SlotHunter 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, the complaint will become ‘unresolved’ which may negatively affect its rating.
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4 years ago
Hi Joshua,
Thank you for the email, it's a curious situation. I'm still trying to get in touch with the casino by Skype and email but had no luck so far. I will keep you updated.
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4 years ago
Translation
Many Thanks..
is very strange.
just feels like the profit is about to be withheld!
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3 years ago
Hi Joshua,
I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in 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. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.
Best regards,
Peter
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2 years ago
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.
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2 years ago
Hi,
We've reviewed the situation once again.
The player definitely exceeded bet during a play with a bonus (sometimes, the bets reached 100 till 300 euros).
The deposit amount was returned once the player wagered a bonus and we discovered a max bet breach violation.
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2 years ago
Dear SlotHunter Casino team,
Could you please send relevant evidence to my email address (peter.m@casino.guru)?
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2 years ago
Thank you SlotHunter Casino team for the provided evidence.
Hi Joshua,
The evidence from the casino suggests that several overbets were made. Since the casino gave you your deposit back as requested, can we consider the issue to be resolved?
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2 years ago
Dear Joshua,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
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2 years ago
Translation
I wanted to pay out the full amount and in the end the entire €1800 was gone.
Nothing was refunded because I made a profit in the free spins and wanted to pay it out.
the money was from 1800€ to 0.
It is unbelievable that when the casino apparently has it directly that there is a violation, that you just let it continue until you try to pay out or the money is 0!
If I hadn't got in touch immediately afterwards, nothing would have happened.
sorry, but do you understand that it's really a rather planned lack of communication with you.
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2 years ago
Hi Joshua,
I'm afraid there is not much that can be done if you broke the maximum bet rule so many times. You are right that it would be much easier if the system wouldn't let you make bets bigger than the max bet. Unfortunately, this feature is not an industry standard yet. The only thing I can recommend you do is to study the bonus rules properly before you accept a bonus, so you avoid disappointment in the future. I wish I could be of more help.
Best regards,
Peter
