The player from Germany participated in a tournament that ended two weeks ago. The player was convinced that they should receive a better prize, however, the rules of the tournament were different than they thought. After the explanation from the casino, the player asked us to close the complaint.
Slotimo Casino - Player’s enquiring more information about completed tournament.
Amount: €750
Slotimo Casino
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello,
I took part in the Wild Luck tournament, which ended about 2 weeks ago. The first place had prize money of 750 euros in cash without wagering requirements, the second 500 euros, etc. The winning criterion was the sum of the multiples of the winnings. For example, use 10 cents, win 1 euro = 10 points. No minimum bet. These were added up while the campaign was running and saved in a leaderboard (was not visible). The live chat told me that after the campaign was completed, the leaderboard would be published and the winners would receive their money within 3 days. Since I've played thousands of rounds and also won a lot, it's likely that I got one of the first places. I can't imagine anyone else being much better.
The casino hasn't gotten in touch yet and the live chat tries hard and keeps asking the manager, but I've been put off for 14 days and told to wait for an email, which of course doesn't come. Emails to support have so far gone unanswered. That's why I'm asking for help here, namely for insight into the table of winners and crediting the prize money. Live chat excerpts and a screenshot of the promo (which ran from 8-15 September) can also be provided if necessary, but are available to the casino. Unfortunately the upload function didn't work here today.
Thank you in advance.
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2 years ago
Dear manuelha,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if the tournament was organized by the casino directly, or by a game provider? Please forward any supporting evidence or relevant communication to petronela.k@casino.guru at your earliest convenience.
However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
Hello Petronela, this is a tournament that was held exclusively at Slotimo (and possibly at Schweszercasinos). So no general network promo. So I'm assuming they either hosted it themselves or "booked" it with the game provider. As said, no promotion that was present at other casinos besides Bellone. To date I have not received an answer either. I am emailing you the only screenshot I have.
Thank you in advance.
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2 years ago
Thank you very much, manuelha, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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2 years ago
Hi manuelha,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Slotimo Casino to the conversation to participate in the resolution of this complaint.
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2 years ago
Dear Peter and manuelha,
We reviewed the case and:
First of all, we would like to point out that the tournament was in fact a network promotion, for the whole Fazi network, and not an exclusive tournament only for Slotimo Casino (as manuelha stated in the complaint). Therefore, a high number of players participated in the tournament.
We checked manuelha’s score and we found out that it was 59 points, which ranked her outside the 45th list (the top 45 players, are the ones getting a prize). The player in 45th place had 73 points.
Unfortunately, manuelha was close to entering the winners list, but there were others who performed better.
We hope the information provided will clear up the issue.
Best Regards,
Slotimo Casino Team
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2 years ago
Translation
That can't be true, there was a point for every bet you win. Example: Bet 10 cents, win 1 euro = 10 points. I played thousands of rounds and got thousands of wins, so got thousands of points. You should be able to understand this from history. So 59 points cannot be remote. Then simply publish the list of winners (anonymously if you like).
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2 years ago
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I found the conditions again, here it is how the points come about
Edited
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2 years ago
Hi all,
Thank you for your replies.
Dear Slotimo Casino Team,
Could you please show manuelha the winners list? All personal data can be blurred out.
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2 years ago
Dear manuelha,
I see where the confusion comes from. As stated in the T&C that you have shared the scoring logic is not cumulative but rather the highest multiplier. Meaning that even if you won 5 bets with multiplier of 1, your score will be 1 as this was your highest winning multiplier.
As per the T&C that you posted in your comment:
"Highest win multiplier (we will reward player based on their bet and win ratio on single win during promo dates..."
In your case you have won thousands of bets, with small multipliers. You did get several big ones and the highest one you got was 59.
This is your actual score in the tournament which ranked you outside of the winning leaderboard.
Dear Peter,
As stated in our previous reply the tournament is a network promotion for the whole Fazi network, therefore we had to approach them for the winners list. Currently, we are waiting for confirmation if we can have it.
Best Regards,
Slotimo Casino Team
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2 years ago
Translation
Hello, that is not necessary, the answer is enough for me. I actually got that wrong. Nevertheless, we could have saved ourselves all this if you got answers to emails from the casino or if the support via live chat didn't always fob you off with standard answers.
The case can be closed. Many thanks for the support.
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2 years ago
Thank you Slotimo Casino Team for the explanation.
Dear manuelha,
I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.
Best regards,
Peter
