The player's winnings were voided for breaching bonus terms.
Hello,
I deposited €150 at the casino and used the bonus. After wagering the bonus I wanted to cash out the €1500 I won. After I had to submit some documents later, I received an email that my payout was canceled. The reason for this was an alleged bonus manipulation. I wrote to the live chat, which couldn't help me either. I really want to know why I was accused of manipulation. I played normally like in any casino and never had any problems. Now, instead of €1,500, there are only €150 on my acc that I paid in
Hello gent,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slotimo Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise what bonus did you use? Can you access your betting history and forward it to nikolas.b@casino.guru? Did they ever specify the exact reason of voiding your balance? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
Hello Nick,
the bonus I used was bonus code FS300SO. That was 125% on deposit + 75 free spins. I wrote to live chat yesterday and they informed me that there was a manipulation and that's why my money was taken. When I asked for the exact reason, the live chat couldn't help me and I was told to contact the support team. I have also sent an email to the support team but have not yet received an answer. I am sending you the alleged reason why I could not pay out my money. I'm supposed to have violated the terms of use, which I can't understand. Unfortunately, I cannot access my betting history. I hope you can help me here.
Hello gent,
We believe that the following term is not fair to use against the players which we also explained in the casino review on our website:
"- 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
- 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."
I will now forward your complaint to my colleague Matej who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello gent,
I am sorry to hear about your troubles.
In this situation, the explanation and game log would be handy. Therefore I would like to invite the casino representative into the case:
Dear casino representative, could you please explain the situation?
Dear Matej,
We detected bonus manipulation in regards to the player’s betting activity. Please note that this was explained to the player on several occasions via email.
For the sake of the complaint in the forum an explanation will be provided here as well.
The player used a bonus (FS300SO) in the period: from 01/11/2022 22:20:54 to 02/11/2022 00:34:20.
During this period Gentrit made bets which are in direct violation of the Terms & Conditions:
"Section 8. Bonus Rules, point:
8.8.1. Manipulation of the Casino Bonus may consist of, but is not limited to:
• Placing bets that are specified as restricted play in the rules of the relevant promotion
• Increasing the balance and then changing play behavior (bet, game, type, bet structure, etc.) to meet the bonus wagering requirement
• Making large bets that result in a substantial win, followed by a wager decrease of at least 75 % of previous average wager to meet wagering requirements for this bonus"
As explained this information was provided to the player. However, after further investigation we found out that an additional rule of the T&C was breached as well. While using the bonus Gentrit made bets which are 5% higher of the given bonus:
Bonus amount: 187.5 EUR, 5% of that amount is 9.38 EUR (highest bet allowed)
The player has multiple bets that are way higher (up to 500 EUR per bet) than the highest allowed bet.
T&C:
12. Restricted Gameplay:
- Placing bets with minimal or no risk
- Wagering made using the Gamble Feature on Slot games
- Placing bets of amounts higher than 12 €/$/£ (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower.
These are the reasonings behind the voided winnings.
Kind Regards,
Slotimo Casino Team
Hello gent,
Could you please confirm that you were making bets higher than €10?