The player from Denmark was dissatisfied with the obligation to wager the amount he had deposited. This amount included deposits that he made previously and had played down before meeting the respective requirements. We believe that there was no valid reason for such a requirement. In this case, the player decided to keep playing and managed to meet the wagering requirement and even increase his winnings. Given the circumstances, the player's complaint was closed as 'Resolved', but points were deducted from our rating of the casino due the policy regarding wagering requirements of players' deposits.
Slotimo Casino - Player was asked to complete wagering of his deposits.
Amount: 4,000 kr.
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
10 months ago
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11 months ago
Translation
STAY AWAY!!
I deposited DKK 400 after losing DKK 3800. I win approx. DKK 4,000, and choose to pay out, but no. You must wager the SUM OF ALL DEPOSITS EVER 5 TIMES THROUGHOUT. That is DKK 4,200 x 5 = 21,000. I deposited with a balance of NOK 0, but am still tied up on previous deposits, which are lost!!
So now I'm left with a win I'm likely to lose because I have to wager it through. Extremely poor conditions, which are hidden deep in their terms & conditions. HUGE BIG SCAM.
Automatic translation:
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11 months ago
Dear dbthem,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotimo Casino.
Please allow me to ask you a few questions, so I can better understand the situation.
Could you please explain what was your casino balance prior to depositing DKK 400?
Do I understand correctly your previous deposits in total were 4208,31 DKK minus your last deposit 400 DKK?
Do I understand correctly the main issue is that the wagering requirement of your pure deposits wasn't cleared after you played them down?
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
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11 months ago
Translation
Hi Thomas
My balance before my deposit was a few cents (e.g. DKK 0.23) and thus a remainder from earlier. I deposit the 400 and win approx. DKK 4000, but am told that I still have to convert the lost DKK 3800, which was deposited before this deposit. I think it is extremely unfair that you are liable for previous turnover claims when the money has been lost. In addition, you are not told anywhere that you must convert regular deposits 5x, other than if you read ALL terms thoroughly.
Edited
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11 months ago
Thank you very much, dbthem, for providing the necessary information. I will now transfer your complaint to my colleague Andrej (andrej.p@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.
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11 months ago
Dear dbthem,
From now on I’ll be taking care of your complaint. I’ll contact the casino team and try my best to resolve the issue as soon as possible.
I would like to invite the representatives of Slotimo Casino to join this conversation.
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11 months ago
Dear dbthem and Andrej,
Thank you for reaching us with this case.
We would like to point out that upon registration Terms and Conditions are provided to Players to review and decide whether they would be happy gaming with us. Dbthem agreed to the terms and engaged with our services.
Later on, the Player completed all of the withdrawal requirements and submitted a pay out request which was successfully processed and the funds should already be in his bank account.
Kind Regards,
Slotimo Casino Team
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10 months ago
Thank you, Slotimo Casino team, for the update. We’re glad to hear the good news.
I should mention that we believe there’s no valid reason for the requirement for players to complete wagering requirements of deposits that they’ve already lost. These wagering requirements should serve as a tool to prevent money laundering, thus this is not really making sense to us. We’ve received a non-specific explanation from the casino team, indicating that the reason for the requirement is related to certain concerns regarding sports betting as well as other matters, leaving us with no option but to hope that there is in fact a valid reason for this requirement. A closer explanation would be much appreciated.
Notwithstanding, we’re glad that things turned out well in this case.
Dear dbthem,
Could you please confirm that you’ve successfully wagered, withdrawn your winnings, and specify the amount you received?
I’m setting the timer for seven days. Looking forward to hearing from you.
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10 months ago
Translation
I was successful in playing through my winnings and luckily for me, I ended up winning even more. However, I might as well have lost all the money if luck wasn't on my side.
Mega unreasonable that you have to play through money you have already lost. Think for a moment if I had deposited much more before I had a profit, and then had to convert maybe 50-100x my profit on my latest deposit. Very unfair conditions and I will never touch their casino again.
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10 months ago
Dear dbthem,
I'm glad to hear that things worked out just fine, despite the circumstances. I will now mark the complaint as 'Resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Andrej, Casino.Guru
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