The player from Germany had his bonus winnings capped. After a closer examination, we ended up rejecting this complaint as unjustified.
Slotimo Casino - Player’s winnings have been reduced.
Amount: €3,100
Slotimo Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
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2 years ago
Translation
I made clossal profits of almost €4,000 in the game, but around €3,100 were deducted in the middle of the game without being informed or made aware of it. I stopped playing to check with a service representative who informed me that this win was normal.
The terms and conditions of this bonus promotion are in the link
https://slotimo1.com/de/promotions/welcome
Here it says that the bonus remains active for 21 days and cannot be paid out during this time,
the bonus for me ended after 24 minutes and converted without further information
In the terms and conditions is also about
All collected winnings must be wagered 25x in order to be able to withdraw them
Likewise, it is not written that there are maximum profits.
The first customer
said he's sorry and that I was taken. Screenshot attached
I hope that this situation will lead to a result here
Automatic translation:
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2 years ago
Dear Stevstevii,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem.
I have checked the Welcome Package terms and conditions, and this is what I found (here):
"11. General promo Terms and conditions apply.
8.9.1. Casino bonus campaigns are limited with a maximum conversion amount of 10 (ten) times the bonus awarded from virtual funds to real money, except the campaigns listed below:
- SLWEL300 maximum convertible amount is equal to 8 (eight) times the bonus awarded
- SLWEL250 maximum convertible amount is equal to 8 (eight) times the bonus awarded
- SLWEL50 maximum convertible amount is equal to 8 (eight) times the bonus awarded
- SLWEL200 maximum convertible amount is equal to 8 (eight) times the bonus awarded"
It means that the maximum cashout from the Welcome Bonus would be 8x the rewarded bonus. Could you please confirm that it matches the approved withdrawal?
I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.
Looking forward to hearing from you.
Best regards,
Petronela
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2 years ago
Translation
that they say this:
I would like to emphasize that in accordance with our Fair Gaming Code, we only consider an imposed win limit to be unfair and predatory when it is applied to a real money game. However, we do accept Bonus T&Cs which limit the maximum cash out of a bonus play, especially when it comes to no deposit bonuses.
It is important to me to be fair, especially because I would like to remain a customer for a longer period of time.
In the bonus regulation it is written that only the real money amount is used and only then when the real money is lost is the bonus amount used, which even flashes as a warning message. So, since I was never below €50, I didn't play this bonus money either
I was able to play for 24 minutes before I got this scare. I would like to remain a satisfied customer, so I would actually like to refrain from complaining to the regulatory authorities or the like.
I started playing with my money and since I was never under €50 I didn't use the day bonus money for winnings, so I had a bonus code on my account that wasn't used but it was still taken from me over €3000???
I would now like to ask you to give a detailed explanation and to send me the transmission of my game history, i.e. all game rounds played from the beginning to the end
It says the bonus is valid for 21 days, but I can't pay it out during this time, but it doesn't say that it can be ended after 24 minutes either
I would like to ask you to have the matter checked by your supervisor because I actually wanted to remain a long-term customer with you
And the attraction of my money also works without any prior information, otherwise I would definitely have taken a little break, so I didn't have any of the said €400. Because I just didn't look often at this amount to see what the remaining amount was
I would not be averse to a settlement proposal in order to save work and time for both sides
Automatic translation:
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2 years ago
Translation
In order to end the situation and matters about this amount and now continue to gamble with a clear conscience, I would propose the following settlement proposal:
As can be seen in the attachment, the total winnings amounted to €3,270.75 by earning 8 free spins and a credit of €889.74 in total, thus a total amount of €4,160.49
A final solution would be acceptable to me, with background knowledge not having used the bonus credit, a payout on the payment method used totaling €1600, these €1600 include €400 in base winnings and around 29% of the remaining amount
If you don't agree with this suggestion, I'm open to counter-suggestions.
So I would continue to be a customer, knowing that my request was taken care of and resolved
Automatic translation:
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2 years ago
Dear Petronela and Stevstevii,
We reviewed the case and here is what we found:
Stevstevii made a deposit of 50 EUR on the 11th of October 2022 at 23:38:45. He then activated a welcome bonus at 23:55:21 (same date – 11.10) of the amount of 50 EUR.
The player played slots (Tiger’s Claw and Colossal Cash Zone) using the bonus and won more than 3200 EUR. In the General Promotion Terms and Conditions (as Petronela pointed out) it says:
"8.9.1. Casino bonus campaigns are limited with a maximum conversion amount of 10 (ten) times the bonus awarded from virtual funds to real money, except the campaigns listed below:
- SLWEL300 maximum convertible amount is equal to 8 (eight) times the bonus awarded
- SLWEL250 maximum convertible amount is equal to 8 (eight) times the bonus awarded
- SLWEL50 maximum convertible amount is equal to 8 (eight) times the bonus awarded
- SLWEL200 maximum convertible amount is equal to 8 (eight) times the bonus awarded"
In this case the player used SLWEL300 bonus (100% of the first deposit – 50 EUR deposit = 50 EUR bonus) meaning that according to the T&C the maximum convertible amount is equal to 8 times the bonus awarded (50x8 = 400 EUR).
The allowed amount the player could win was 400 EUR, since he won way more than that (more than 3200 EUR), he is in direct breach of the T&C and that is why the winnings were taken.
We would like to point out that the 400 EUR was converted by the player, but he played them too.
In addition, all of this information has been shared with the player twice via the live chat.
We understand the player’s frustration, but considering that these are the rules and he is in direct breach of them, there is nothing we could do.
Kind Regards,
Slotimo Casino Team
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2 years ago
Translation
With payment of my 400€ the case is solved for me
Automatic translation:
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2 years ago
Translation
I'm offering a payout on the grounds that the bonus lock action doesn't say anything about the winning options as described above. This chance to win:
In this case, the player used the SLWEL300 bonus (100% of the first deposit – 50 EUR deposit = 50 EUR bonus), which means that according to the T&C the maximum amount that can be converted is 8 times the bonus granted ( 50x8 = 400 EUR ).
Cannot be seen in the action presentation:
And if you then click on the terms and conditions marked in blue, here comes this English explanation:
Unfortunately, someone who has absolutely 0 knowledge of English cannot deal with these terms and conditions and was and that is the worst thing you cannot copy them to translate them with google. So then man sldo is lured with super great offers in German is really looking forward to it quickly clicks on the terms and conditions to find out and can not speak a word of English and comes to the page that is the most important page for every casino or company and this is not legible for all non-English speaking customers but also not translatable and you were made so excited about the offer that you do it anyway because you actually trusted the site, yes good test results and then you as a customer are pulled down so extremely because you deducts the €3200 he has won in one fell swoop. slotimo's statement says:
Stevstevii made a deposit of EUR 50 on October 11, 2022 at 23:38:45. He then activated a welcome bonus of €50 at 23:55:21 (same date – 10/11).
Ok I gave that meanwhile with the conversion bonus naximal. But why leave him at 2:53 a.m. with a credit of €600 that has already been won too much
Continue playing until about 3:25 a.m. and then from now on right in the middle of the game when you press where you already have over 4000€ and you are now only looking forward to the result of the upcoming pictures and are concentrated and the use of I believe it were €5.80 in one fell swoop
3200€ can be deducted
And don't stop the player with a conspicuous sign or the sutomatic to inform that the conversion is now taking place in the middle of the game. Because with a naximal profit of 400€, very little if you press 5.80€ and also said I pressed speed during this time, so I only noticed that the 3200€ were gone when I still had about 218€. Of course, I then immediately interrupted and went into the live chat where the first agendad wrote to me
"I am very sorry for you sir but unfortunately you have been taken"
On multiple requests like that, there was no message and so the only answers came like they weren't informed separately and stuff like that
In my opinion, the terms and conditions that explain the maximslgeewinne are veiled for all non-English speaking customers, especially since the English terms and conditions cannot be translated via Google. And furthermore, it's not the first time that the same thing happened here because I read about someone who had exactly the same problem and €3000 was deducted from him without warning, so it was known that something like this can happen and would have had the ability to customize this trap with a warning before converting. Precisely because something similar has happened before and was similarly discussed here on casino guro and the casino has done nothing to prevent something like this in the future and has not translated its terms and conditions or made the test in such a way that you can copy it and can translate it into an app it gives me the feeling that these incidents were reported here at least twice who knows how often this happens and the players don't report it here for these reasons I have the feeling that this is a scam to do it in a targeted manner to tempt them to continue playing in order to win the €4000 again because in fact I only played about 20 minutes in the game up to €4000 and had big wins again and again.
Somehow something is going terribly wrong in the casino because it is no coincidence that there have already been 2 such reports about a deduction of over €3000 and one because of a smaller amount and that opened in the early days of a new company in 2021. That's quite a lot of reports because how I already said many of the players are only annoyed after such a late unfair answer and information and don't spend the time to report here because I had to wait forever before I found the opportunity here
Overall, I see the situation as if a company does not provide sufficient information about its terms and conditions, which is the case here (only English terms and conditions) and then also does not consider past cases to make it better to prevent something like this, acted either intentionally, negligent or he doesn't care.
is that fair ?
Best regards
Automatic translation:
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2 years ago
Translation
And only briefly for general information after German
And as I just found out, even the casino guru in the test sees the conditions as unfair for players
It just reassures me that this way of dealing with customers at this casino is not a fair and fine way
Automatic translation:
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2 years ago
Dear Stevstevii,
Thank you for your reply. I'm sorry but there's nothing we can do to help your case. You activated the Welcome bonus and the maximum cashout was applied to your winnings.
I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.
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2 years ago
Translation
So I'm not unjustified in saying I should read the terms and conditions properly and carefully here again
My proposed solution is to pay me only €400, otherwise I will send a message to the
State Treaty on Gambling (GlüStV).
This report will then be based on the following facts.
Overall, I see the situation as if a company does not provide sufficient information about its terms and conditions, which is the case here (only English terms and conditions) (and you can't copy and translate them) and then also ignore past cases to improve it to prevent such a thing, acted either intentionally, negligently or he doesn't care.
There is no license from Germany here.
But the State Treaty on Gambling 2021 also specifies strict rules regarding the types of games. Table, card and dice games, for example, are completely prohibited. In addition, maximum bet sizes have been set for all games. These amount to one euro per so-called spin. In addition, at least five seconds must elapse between two such spins. It is therefore not possible, for example, to run a slot machine automatically. It is also forbidden to play multiple games at the same time.
If the rules are broken: Gamblers can have their losses reimbursed
Providers who do not comply with the regulations of the State Treaty on Gaming 2021 are also not allowed to offer their games in Germany. In this case, German players have the option of having their gaming losses and lost winnings reimbursed in full. This also applies to gambling losses from the past more than 10 years.
Online gambling was banned in Germany for years. Against this background, several courts have made it clear that gambling licenses from other European countries are not sufficient to offer online gambling in this country. Nevertheless, numerous gambling providers with licenses from countries such as Malta or Gibraltar also offered their services to German players and some still do so.
Anyone who has lost money in an online casino in recent years can have these losses reimbursed. It does not matter whether the respective gaming provider has meanwhile adjusted its services in accordance with the specifications of the new State Treaty on Gaming.
The VSVBB supports German consumers in having their gambling losses reimbursed and works together with experienced law firms and legal cost financiers for this purpose. They take care of enforcing the legal claims of online gamblers completely risk-free. Under no circumstances will consumers incur any costs of their own.
At the beginning of 2021, a judgment by LG Gießen confirmed that gaming stakes in an online casino must be reimbursed. Some time has passed since then and there are further decisions from various district courts in favor of players.
In particular, a current reference decision of the Higher Regional Court Frankfurt a. M. confirms the view of the judges at the LG Gießen. The casino operator was therefore unable to appeal against the first-instance judgment of the LG Gießen. It is the first judgment of a highest regional court, which makes it all the more gratifying that it is positive. Players can confirm this back to a refund.
Restitution and Right to Enrichment
According to § 812 BGB, everyone is obliged to hand over what they have gained through performance (or in any other way) without a legal reason based on the assessment of the clinical picture. Since the contract is void, there is no legal ground for the casino provider to keep the money deposited by the player. As such, the player can request the casino to refund the wrongly deposited money
I would suggest to finally resolve the matter to refund half of all payments made so no further claims will be made on my part
is that fair ?
Automatic translation:
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2 years ago
Translation
They write ;
I would strongly recommend reading all T&Cs carefully before you start playing to avoid future misunderstandings.
Overall, I see the situation as if a company does not provide sufficient information about its terms and conditions, which is the case here (only English terms and conditions) and then also does not consider past cases to make it better to prevent something like this, acted either intentionally, negligent or he doesn't care.
is that fair ?
If this last explanation is not effective, a message will be sent to the following address
For the last time I declare again :
I am applying for at least a refund of all deposits, in this case €50, as well as the profit to which I am entitled, a total amount of: €400, the basis for this:
The State Treaty on Gambling 2021 (GlüStV) introduces a new German license for providers of online gambling and sports betting, giving them legal certainty. At the same time, customers should be better protected and protected from high losses. Gambling addiction should also be prevented by various preventive measures. For this reason, providers with a gaming license have had new requirements since 2021, which they have to comply with.
But the State Treaty on Gambling 2021 also specifies strict rules regarding the types of games. Table, card and dice games, for example, are completely prohibited. In addition, maximum bet sizes have been set for all games. These amount to one euro per so-called spin. In addition, at least five seconds must elapse between two such spins. It is therefore not possible, for example, to run a slot machine automatically. It is also forbidden to play multiple games at the same time.
If the rules are broken: Gamblers can have their losses reimbursed
Providers who do not comply with the regulations of the State Treaty on Gaming 2021 are also not allowed to offer their games in Germany. In this case, German players have the option of having their gaming losses and lost winnings reimbursed in full. This also applies to gambling losses from the past more than 10 years.
Online gambling was banned in Germany for years. Against this background, several courts have made it clear that gambling licenses from other European countries are not sufficient to offer online gambling in this country. Nevertheless, numerous gambling providers with licenses from countries such as Malta or Gibraltar also offered their services to German players and some still do so.
Anyone who has lost money in an online casino in recent years can have these losses reimbursed. It does not matter whether the respective gaming provider has meanwhile adjusted its services in accordance with the specifications of the new State Treaty on Gaming.
The VSVBB supports German consumers in having their gambling losses reimbursed and works together with experienced law firms and legal cost financiers for this purpose. They take care of enforcing the legal claims of online gamblers completely risk-free. Under no circumstances will consumers incur any costs of their own.
Automatic translation:
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2 years ago
Dear Stevstevii,
If I understand correctly from the casino's reply, your winnings were converted but sadly, you played them too. If that's the case and you lost your winnings already, I'm afraid we can't help you any further with this case. Could you please specify how much is your active balance now?
Furthermore, we at Casino.Guru don’t deal with complaints related to licensing regulations and policies. I understand your point, but, sadly, we’re not in a position to help you. We are an independent online casinos database that acts as a mediator in resolving players’ disputes. We have no authority to enforce the legality of rules.
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2 years ago
Translation
Ok, then close the case, I'll sort it out through the courts
Automatic translation:
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2 years ago
I wish I could be of more help. I’m sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. For the abovementioned reasons, I will now reject this complaint. Thank you for your understanding.
