The player's winnings were confiscated as his bonus expired due to a limit set by the casino. We ended up closing the complaint as ‘unresolved’ because the casino failed to reply.
Slotilda Casino - The player's winnings were confiscated.
Black points: 723
Amount: €8,993
Slotilda Casino
Safety Index:Above averageSafety Index
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7.5
Slotilda Casino has a Safety Index of 7.5, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I deposited €1000 on 06/14/22 and received a bonus of €1000.
I played up to €9,000 by 06/15/22 and implemented 50,000 out of 80,000. On 06/15/22 the casino thought I would put a monthly loss limit of €400 on me. I then sent all the evidence but nothing happened. When I asked the support, I was told that the administration had set the loss limit for me and I was able to play again on 07/15/22. By then, of course, the bonus has expired and the winnings are gone. The support promised to take care of it, but nothing happened.
Automatic translation:
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2 years ago
Hello Zippex83,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slotilda Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise when was the limit set by the casino? When did the bonus expire? Are your winnings already confiscated by the casino? How much was your balance when the casino set the limit?
Please forward any evidence or screenshots regarding the case to nikolas.b@casino.guru.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello,
Bonus expires on 14.07.22 a solution must be found by then, so I have already contacted them before it expires. Don't feel Slotilda is interested in a solution. The monthly limit was set by the casino at €400 with an account balance of €8893. The wager is about 2/3 complete.
Automatic translation:
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2 years ago
Can you please forward a proof where they set your loss limit to 400€? - communication with the casino or a screenshot of it. Please send it to nikolas.b@casino.guru.
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2 years ago
Translation
I sent them all to your email, setting the limit would be communicated to me in communication with support.
I sent you this screenshot
Automatic translation:
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2 years ago
Thank you Zippex83 for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hi Zippex83,
I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Slotilda Casino to the conversation to participate in the resolution of this complaint.
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2 years 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’.
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2 years ago
Hi Zippex83,
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 its 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 out 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
