Slotimo Casino - Player accused of bonus manipulation by the casino.

I joined this casino on 3rd feb and deposited 50e and received 100% deposit bonus i wagered this and the bonus money then i made a second deposit of 100e I played until I received a message saying I converted 500e bonus into real money then i wagered this up until I reached 1200e and maid a withdrawal request then I was asked to verify my account so I sent all requested documents and today the 6th feb I received 150e back into my account and a message saying (Your withdrawal request was rejected as bonus manipulation had been detected - your thus generated winnings were redeemed. Please refer to the bonus and the website's general terms of use or contact customer support for further clarification.)

I contacted live chat and the said I have breached the bonus terms and conditions which is ridiculous I converted bonus money into real money and then played that until i reached 1200e then made the withdrawal request I feel as if the are behaving unjustifiably I have screenshots of live chat transcripts if you need to see them for more information on the breach of terms the are saying I broke

Dear Deanh7635,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue you encountered with the casino regarding your withdrawal request.

• To better understand the situation, could you please provide us with more details about the specific terms and conditions associated with the bonus you received?
• It would be helpful to know if there were any specific wagering requirements or other conditions outlined in the bonus terms that you may have inadvertently breached.

Furthermore, if you have screenshots of your interactions with the live chat support where you discussed the terms and conditions of the bonus, please consider forwarding them to petronela.k@casino.guru for our review.

Your cooperation in providing these details will help us investigate and work towards a resolution.

I hope we will be able to help you to resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Petronela

Also after I made the request to withdraw my 1200e I contacted live chat to set a wager limit of 10e per day so I could not spend the money if my withdrawal was cancelled as I know casinos have a tendency to don this and this was also not done because the 150e they put back into my account out of the 1200 I was able to wager it all last night I have live chat transcripts showing where I asked for this wager limit and they said it was set

I will forward all the relevant information to the provided email you sent

It is also my understanding that when I joined the casino I opted for the 100% bonus on my first deposit wich I deposited 50e and received 50e bonus I wagered my initial deposit of 50e and then immediately waged the 50e bonus money wich I played down to 0.00 so when I matmy second deposit of 100 I opted not to take the second deposit bonus so my account was credited 100e I played this money until I reached 1200 then requested a withdrawal they are saying I breached the bonus terms and conditions but I don’t know how if I did not receive a bonus on my second deposit and wagered all of the first bonus I received I tried to explain this in the live chat I have sent you by email you will see where the problem lies

Hi Deanh7635,

• I'm sorry for the late reply. Could you please forward a screenshot of your cashier and bonus history to petronela.k@casino.guru?

Thank you.

I have forwarded you the requested information

Have you received the information

Hi Deanh7635,

The email that I received from you on the 13th is empty, without any screenshots :(

I sent another email

Did you receive the screenshot

Hi Deanh7635,

I do apologize but I'm still a bit confused. You stated in your initial message that you converted your second deposit into real money:

"I joined this casino on 3rd feb and deposited 50e and received 100% deposit bonus i wagered this and the bonus money then i made a second deposit of 100e I played until I received a message saying I converted 500e bonus into real money"

...but in the forwarded communication you stated that you didn't activate any bonus on your second deposit:

Could you please elaborate?

Yes I did not accept any bonus on my second deposit but it said I converted bonus money this is why I was confused about the situation I asked the casino to verify if I accepted a second deposit bonus to which they said that I did not but during playing I received a new saying I converted bonus money to wich I was confused about I am under the assumption that there was an error within the casinos internal process

I deposited my second 50e when my balance was 0.00 and I did not accept any bonus on my second deposit so it should not be associated with any bonus I have screen shots of the times I deposited and it shows no added bonus but as I said as I was playing I got a message saying bonus money was converted I just assumed it was a mistake as I did not accept any bonus on the second deposit

Thank you very much, Deanh7635, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef (jozef.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Dear Deanh7635,

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

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 Jozef and Deanh7635,

We want to provide additional details and clarify the situation.

The relevant department thoroughly investigated the events. Initially, the player made a 50€ deposit and received a 100% deposit bonus. Subsequently, before completing the bonus, the player made a second deposit of 100€ and continued playing using the funds from the second deposit.

Our standard procedure during active campaigns is to utilize real funds first, with winnings exceeding the bet stake added to the virtual balance until the bonus completion. This policy is outlined in our Terms and Conditions under section 8.13: "Winnings while having an active bonus will be awarded to the virtual amount" (https://slotimo.com/pages/terms-and-conditions). 

At the time of the second deposit, the player had 2.50€ in the virtual balance, and placed a 2€ bet before the transfer. This resulted in the connection of the deposited funds with the active campaign.

It's important to note:

- The system automatically cancels bonuses if the virtual balance is low.

- The player can choose to leave the campaign.

- Assistance is available from our 24/7 customer support.

Since none of the above scenarios occurred, the player continued playing during the active campaign, completing the required rollover but placing bets exceeding the allowed stakes, as per our Terms and Conditions:

8.8.1. Casino bonus manipulation amongst others, may consist of:

(d) Placing bets of amounts higher than 12€ (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower.

The bonus abuse was detected, and the player's balance was reset to the initial deposited amount of 150€. Despite this, the player continued playing, deposited a third time, and played through the entire balance. Acknowledging our error in not applying the initially requested wager limit in a timely manner, we credited the player's account with 200€ (total deposited amount).

The actions taken align with our Terms and Conditions, and our position on the matter is final. 

The player requested a withdrawal, the transaction has been processed on our end and the funds should be in his bank account.

All the necessary information, including campaign details, transaction history, and bet records are easily accessible from the player’s account.

Kind regards,

Slotimo Casino

My balance was at 0.00 at the time of the second deposit I have proof of this as I requested from live chat to confirm I had a negative balance at the time of my second deposit as you already admitted to not setting my wager limit and refund my money after the fact I set this just shows your casino has internal issues

Dear Deanh7635,

I am extending the timer by 7 days since I require additional time to examine all the information provided.

Dear Deanh7635,

Thank you very much for your patience. I have completed the evaluation and have contacted the casino team to verify the details. I will update you on the outcome as soon as possible.

Dear Deanh7635,

I am waiting for the final confirmation from the casino team; they have made their decision. We will also review the case internally at casino.guru just to double-check. I will update you on the outcome within the next 7 days.

Thank you for staying with me.

Any updates on this issue

Dear Deanh7635,

Our assessment and case review have been finalized. To summarize, your winnings were confiscated due to a violation of the maximum bet requirement. When you deposited 100EUR with only 0.5EUR remaining from the previous play while an active bonus was in place, the bonus terms were still in effect. 

Although you breached the bonus condition, I believe you deserve a compromise, at least partial compensation for the confiscated winnings. In casino.guru, we believe the maximal bet condition should be enforced by the system, but we understand it is not standard nowadays. However, similar cases should at least be reconsidered individually. There was no attempt to engage in any kind of bonus abuse or fraud. It literally makes no sense to deposit 100EUR on 50 cents of active bonus (keeping the maximal bet condition); there is only a disadvantage in doing it. All of this just clarifies your unawareness of the situation.

On the other hand, the casino is convinced that you were aware the bonus was active the whole time. Their claim is supported by the fact that after you wagered the bonus in full, you received a pop-up window and a message about the conversion/finishing of the campaign. Another supporting fact is that you continued with your gameplay, made another deposit, and only after this you filed a complaint with us.

Unfortunately, following extensive communication with the casino team, we did not reach an agreement on our perspective of the situation, and my only option is to close this case as unresolved. Please note that this complaint will have a minor impact on their safety index on our website, as you clearly breached a bonus term. However, I still believe that they could handle your case and situation better.

Best regards, Jozef

jozef.k@casino.guru