Slotimo Casino - Player's winnings were confiscated.

Ich bekam einen € 100,- Gratisbonus, den ich einlöste. Durch rasante gewinne kam ich binnen 8 Tagen auf € 60.000,-, die ich auch sehr stark einsetzte, so dass irgendwann die Nachricht kam, dass der Bonus in Echtgeld umgesetzt würde. Somit beantragte ich die erste Auszahlung über € 5.000,-, die jedoch nach einer Woche mitsamt dem Guthaben angelehnt und der komplette Gewinn gelöscht wurde - wegen angeblicher Bonusmanipulation. Bildschirmfotos des Guthabens, der Auszahlung etc. wurden angefertigt.

Dear holzinger,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotimo Casino.

I checked the casino terms and conditions and I found this: https://slotimo.com/pages/terms-and-conditions

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

(a) Placing bets listed as restricted gameplay in the specific promotion’s rules 

(b) Increasing the balance, then changing the gaming pattern significantly (bet, game type, bet structure, etc) in order to complete the wagering requirements for the bonus 

(c) Making large bets leading to a substantial gain followed by a drop in bet size equal to or greater than 75% of the previous average bet size in order to complete the wagering requirements for that bonus. 

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

Did you break any of these rules while the bonus was in play, to your knowledge?

Which games did you play while wagering the bonus? (slots, live games)

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hallo Thomas,

ich habe gegen keine dieser Regeln verstoßen, da ich mit dem Bonus zuerst einen hohen 3-stelligen Betrag und dann auf dem gleichen Spielautomat € 50.000,- gewonnen habe (2000 x Einsatz i. H. von € 25,-). Damit habe ich eine knappe Woche weitergespielt, woraus sich dann knappe € 60.000,- entwickelt haben. Noch bevor ich den großen Gewinn gewonnen habe, wurde der Bonusgewinn in Echtgeld umgewandelt. Selbst mit dem gewonnen hohen Betrag und 5 Tage spielen mit Einsätzen von € 30,- bis € 40,- wurde die Bonuserfüllung weit übertroffen. Es wurde nur am Spielautomaten Hypernova 10K Ways gespielt, zwischendurch auch noch an anderen Spielautomaten, an denen gewonnen wurde.

Hi Thomas,

anbei noch der Screenshot, aus dem hervorgeht, dass mir der Bonus über € 100,- am 20.03.2023 gewährt wurde, den ich am 03.04.2023 eingelöst habe und am gleichen Tag nach Gewinnen schriftlich in Echtgeld umgewandelt wurde.

Do I understand correctly the bets of 25€ to 40€ you made only after the wagering of the bonus was complete and after you received a notification it was converted to real money on April 4th?

Genau, vorher war der Gewinn ja noch zu gering, um so hohe Wetten einzusetzen. Vorher habe ich, so viel ich weiß, mit € 10,- Wetten gespielt. Wobei ich davon ausgehe, dass wenn die Wettmöglichkeit besteht, ich mich im legalen Rahmen befinde. Bei anderen Casinos sind beispielsweise Wetten oder Spots gesperrt, die gegen die Bonusregeln verstoßen. Hier war alles offen.

Did you make any deposits in the casino and withdrawals from the casino in the past? Was your account verified?

Did you contact the casino regarding the situation? Please forward any communication between you and the casino about the issue to my email address at tomas@casino.guru

I'll await your reply.

Hi Thomas,

ich habe Dir gestern diesbezüglich eine Mail mit allen Daten und Einzahlungen geschickt.

Thank you very much, holzinger, for providing the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Dear holzinger,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Slotimo Casino to join the conversation and participate in the resolution of this complaint.

Dear Slotimo Casino,

Can you please clarify exactly what has happened to cause the confiscation of the player's funds?

Kind regards,

Adam

Dear holzinger,

There has been no further response from the casino, I will contact them once more. In the meantime, please let us know of any developments.

We would like to ask Slotimo Casino to respond to this complaint. I will extend the timer for 7 days. If there is no response within the specified timeframe, the complaint will be closed as 'unresolved' and have a negative effect on the rating of the casino.

Kind regards,

Adam

Dear holzinger,

I have received information that the winnings were confiscated due to a breach of the maximum bet rule. This is currently being discussed with the casino so I will extend the timer accordingly and provide an update here in due course.

Kind regards,

Adam

Dear holzinger,

I have requested further information from the casino, I will therefore extend the timer while I wait for this.

Thank you for your continued patience.

Kind regards,

Adam

Dear holzinger,

In an ideal scenario, we believe that casinos should enforce their maximum bet rules at the software level and therefore not allow players to place higher than allowed bets. This effectively removes all player complaints related to the max bet rule, as players simply can't break the rule.

However, the max bet rule is an industry standard, as is the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule.

The casino has provided evidence that while wagering the bonus, you have made 20 consecutive bets of 12.50, which unfortunately is in breach of the maximum bet rule. Consequently, the casino has acted in accordance with its terms and conditions in this case. I am afraid there is nothing further we can do to assist you and the complaint will be rejected.

I am sorry I could not be of more help on this occasion.

Kind regards,

Adam