Slotimo Casino - Player’s winnings have been confiscated.

I deposited €20 at the casino and opted for the first deposit bonus, where the maximum winnings were 10x the deposit+bonus amount, meaning €200. I managed to meet the wagering requirements for the bonus and requested a €200 withdrawal. Initially, I waited 12 days for my money and contacted customer service multiple times. They kept asking for more time, and eventually, they rejected my withdrawal request, citing that they couldn't send the money to my Paysafecard account due to some error.

So, I had that €200 of real money in my account and asked customer service if I could try to play with the €200 and possibly win more money. The customer service representative said that I was allowed to play and could withdraw a maximum of €5000. So, I played and ultimately won a total of €900, which I requested to withdraw. After waiting for about 5 days, I noticed that my withdrawal request was rejected, and €20 was returned to my account.

When I contacted customer service again, this time they said that I had manipulated the bonus and that's why my withdrawal request was denied, and the decision is final. I initially met the wagering requirements for the bonus, converted €200 into real money, and then won €900 with that, and now they claim I manipulated the bonus? What does that even mean? In any case, I'm missing €900 from the casino. I hope you can help me get the money back.

Dear Jarski88,

Thank you very much for submitting your complaint. I’m sorry to hear about the issues you’re experiencing with your online casino withdrawal.

To help us investigate and work towards resolving this matter, could you please provide some additional details? Specifically:

• Could you provide any communication you had with the casino’s customer service, especially regarding the initial rejection of your withdrawal request and their explanation about the Paysafecard error?
• Do you have any screenshots or records of the conversations where the customer service representative told you that you could play with the €200 and withdraw up to €5,000?
• Were there any specific terms and conditions associated with the bonus that might pertain to your situation?
• Have you received any further communication from the casino after they accused you of manipulating the bonus? If so, could you share the details of that communication?

You can forward any relevant communication or documents to petronela.k@casino.guru.

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

I sent you an email 🙂

Thank you very much, Jarski88, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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.  

Hello there,

Thank you Jarski88 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slotimo Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue,

Thank you!

Dear Casino Guru,

On July 8, 2024, the player activated their welcome bonus using code 300WEL25 (https://slotimo.com/promotions/welcome). They deposited 20 EUR and received an additional 20 EUR as a bonus. The player then wagered this bonus exclusively on one game, with bet amounts ranging from 1.50 EUR to 3.50 EUR, and only one instance of a 0.50 EUR bet during their session.

Please note the following:

8.8.1. Casino bonus manipulation may include, among other things:

(d) Placing bets exceeding 12 EUR (or the equivalent in other currencies) or 5% of the given bonus, whichever is lower.

Given that the player received a 20 EUR bonus, their maximum bet stake allowed was 1 EUR. However, the player placed bets exceeding this limit, violating our Terms & Conditions (https://slotimo.com/pages/terms-and-conditions). As a result, their wrongfully obtained winnings have been forfeited, and their balance has been reset to the initial deposit of 20 EUR. The player has already received an explanation via email and could verify this information since they have full access to their account/betting history.

Kind regards,

Slotimo Casino

I only bet a maximum of €1 during the bonus period. When the bonus was converted into real money, i.e. when I got €200, I only bet more than €1 after that, which I don't think is manipulation of the bonus. I have a screenshot where the customer service admits that I bet more only after the bonus had already been converted into real money.

Thank you to the both parties for the update. Dear Slotimo Casino representative, would it be possible to provide me with the player's betting history? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you for providing me with the evidence Slotimo Casino representative.

Dear Jarski88, the casino has provided me with your betting history in which it is visible you have violated the max bet rule multiple times during your wagering of the bonus. We recommend casinos enforce max bet on a software level and if this is not possible at least inform the players of the max bet rule with a popup after taking the bonus. I understand neither of these solutions were used in your case however the amount of the bets above the max bet limit is a clear unfair advantage in this case. With that in mind, we believe the confiscation is justified and we will subsequently reject your complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.

Kind regards,

Peter