Slotimo Casino - Player's bonus winnings have been cancelled.

hello,

i used my first deposit bonus, I deposited 50€ and had 50€ bonus money.

before I reached the bonus money I won in book of dead and had a balance of 300€.

in my account was written:

50€ bonus

250€ real money

so I called the live support to ask them if I could cancel my bonus and play with my 250€ raw.

The first one had no idea so he transferred me.

the second support told me, that i could!!

after I canceled it, I only had 50€ left on my account.

after I asked her again, why she lied to me, she said it’s not her problem and closed the chat.

so I am asking for my missing 200€, your support told my I would get and what I won aswell!!!

Thank you!

Dear CasinoDino,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions and this is what I found https://slotimo.com/terms-and-conditions:

"8.14. Should a player decide to leave a campaign early or not meet the rollover requirement in the allotted time frame, their virtual bonus amount will be void."

Please understand that casinos consider real and bonus money to be one package from the point a promotional offer has been activated. It doesn’t really matter if the real money is deducted first or bonus money instead. From the point any bonus is activated until a withdrawal is requested, all the bonus rules must be followed as your bonus is active during the entire session. However, you have been advised by the live chat that the entire amount of €250 will remain in your account.

Could you please advise how much is your active balance now? I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hallo,

ich hatte das nicht eindeutig verstanden wie das auszulegen ist, deshalb hab ich auch den Support kontaktiert.

wenn mir dort allerdings gesagt wird, dass es OK ist wenn ich den Bonus abbreche, dann meine Balance weg ist, und der Support sagt Pech gehabt, ist das eine absolute Frechheit. Genau aus diesem Grund habe ich doch den Support gefragt.

Auch auf die Bitte hin den Bonus dann wieder zu aktivieren, hieß es nur das wäre nicht möglich, obwohl es doch definitiv der Fehler des Mitarbeiters war…

aktuelles Guthaben: 0€

vielen dank für die Hilfe Petronela

Ich kenne mich sehr gut mit Bonus angeboten aus, allerdings gibt es auch sogenannte non sticky bonuse. Wenn dann sollte das Casino doch, wenn ein Bonus genutzt wird alles also Bonus Betrag ausweisen und nicht: 250€ Echtgeld und 50€ Bonus.

weil ich dadurch verwirrt war, wollte ich eben nochmal im Casino nachfragen ob das jetzt sticky ist oder nicht,

drauf hin habe ich die Antwort erhalten ich könnte abbrechen und hätte meine 250€ noch. Das war dann nicht der Fall! Als ich dann meinen Bonus wieder wollte, hieß es das wäre nicht möglich und das Gespräch wurde abgebrochen.

Thank you very much, CasinoDino, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej who will be at your assistance.

Please understand that cancelling a bonus before completing wagering will always lead to losing your funds however, the same information should be communicated from the casino side as well.

I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Dear CasinoDino,

I’m sorry to hear about your negative experience. I’ll contact the casino and try my best to resolve the issue.

I would like to invite Slotimo Casino to join this conversation.

Dear Slotimo Casino,

Since the player only canceled the bonus due to the fact that he had been misinformed by a support agent about how the bonus worked, we believe it would only be fair to refund the voided bonus funds and let the player finish the remaining wagering requirement.

We would like to ask Slotimo 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’.

Dear CasinoDino,

Unfortunately, as we have not received any response from the casino, I cannot continue resolving your complaint and I’m forced to close it as ‘unresolved’. We believe that the casino should, to a certain extent, hold responsibility for its support agents’ statements.

I’m sorry I couldn't be of more help, but closing this complaint as unresolved will at least negatively influence the casino's rating and other players can read about your experience in our review.

Anyhow, there’s still the option to submit an official complaint to the casino’s Licensing Authority – Curacao Antillephone.

Please let me know if you decide to do so and/or our assistance is needed. My e-mail address is andrej.p@casino.guru.

The casino can reopen this complaint anytime.

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 reach a fair conclusion.

Dear CasinoDino,

We were informed by the casino representative that the bonus amount of €250 was later credited to your account. Could you please let us know if you consider the issue to be resolved?

Dear CasinoDino

I saw that customer service took care of that now.

 Are you satisfied with the service you received?

I would love to know if you are okay

Das ist korrekt, habe das Guthaben erhalten. Vielen Dank

Thank you, CasinoDino, for confirming and for using the Casino Guru complaint resolution center. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru