The player from Latvia had reported an issue with her online casino account where she had deposited funds and won 950 euros. However, the casino had only allowed her to withdraw 500 euros due to their policy. The player had questioned the cancellation of her 450 euros withdrawal request when the 500 euros had not been confirmed. The Complaints Team had clarified that the maximum withdrawal from free spins was 500 euros, and any balance above that got confiscated, which was a standard free bonus rule. The remaining funds were returned to the player's account, but she lost them. Therefore, we had to close the complaint as there was no further action we could have taken.
Slotilda World Casino - Player's winnings delayed due to screenshot.
Amount: €950
Slotilda World Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
5 months ago
Public
Public
6 months ago
Translation
Hello. I played at this casino on Friday and made a deposit, but the money didn't reach my gaming account until Monday. I used a bonus for 100 free spins with no rollover and won a sum of money, then made another deposit. They are refusing to pay out the full amount, basing their refusal on a screenshot.
Automatic translation:
Public
Public
6 months ago
Dear nikit25,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.
If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.
Do I understand correctly that the payout is stuck due a verification issue?
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Nick
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5 months ago
Translation
No, everything is wrong. The deposit was credited. According to their rules, I could only withdraw 500 euros and the winnings were 950. On Monday I put in a request for 850 euros, they canceled it based on the rule in the screenshot. On Tuesday, only 500 euros were returned to my game account. But I didn’t identify them and lost. My question is why did they cancel 450 euros if 500 were not confirmed for withdrawal? I think they should have canceled this when they confirmed the withdrawal.
Automatic translation:
Public
Public
5 months ago
Dear nikit25,
I think the screenshot you provided completely describes the situation - as the maximum allowed withdrawal from the free spins was 500€, any balance above that gets confiscated (standard free bonus rules) and the money was returned to your account. As you have lost it, there isn't anything else we are able to do and we will be now forced to close the complaint.
Best regards,
Nick
