The player from Germany faced a problem with SlotLounge after his account was reset due to an alleged violation of the 'maximum bet on bonus games' rule, despite believing he had followed the rules. He requested clarification on the issue as he could not identify any errors in his lengthy gaming history. After reviewing the submitted evidence, it was concluded that he had placed bets exceeding the maximum limit on three occasions while the bonus was active, resulting in an unfair advantage. Consequently, the complaint was rejected, and the player was informed that no assistance could be provided in recovering his winnings.
Slotlounge Casino - Player's winnings have been confiscated.
Closed
Our verdict
Unjustified complaint
Amount: €4,035
Slotlounge Casino
Safety Index:HighCase summary
Discussion
Public
Public
6 months ago
Translation
Hello
We have already discussed the problem in the forum, now I would like to file a complaint.
I always choose my casinos based on the reviews on Casino Guru. That was the case with SlotLounge, too; unfortunately, I was unlucky this time.
I signed up at the casino on July 5th. I deposited €500 and received a €1,000 bonus.
On July 12, I had cleared the bonus and had an account balance of €4,035. I completed the verification and requested a withdrawal.
I was very surprised when I was told that I had violated the "maximum bet on bonus games" rule.
My account was reset to €500.
I always pay close attention to not violating the bonus rules.
I'm supposed to bet more than €5 per game on slots. I actually thought that wasn't possible because I'd get an error message. That's what I'm used to from reputable casinos.
I asked the casino to send me my gaming history. They did, thank you.
I've worked through the game story twice and haven't found any mistakes.
This is very complicated because the Excel spreadsheet is 10,500 rows long. It is also very confusing.
It would be easier if the casino told me directly where the error was (date or game).
I'm not that young anymore and I'm not perfect when it comes to things like that.
Can you tell me how you see this?
Many thanks in advance
Automatic translation:
Public
Public
6 months ago
Hello,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotlounge Casino.
Please allow me to ask you a few questions so I can better understand the situation.
- Could you please share the game history file with me?
- Could you please clarify when you activated the bonus and when you completed wagering of the bonus?
- Could you please share the communication listing the allegations against you?
- Send the evidence to my email at [email protected]
I hope we will be able to help you resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
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Public
Public
6 months ago
Translation
Hello Thomas
Thank you for your quick response.
I received the bonus on July 5th and had cleared it on July 9th.
I have sent you the requested documents by email. Let me know if you need any more information.
Thank you in advance for your help.
Best regards
Automatic translation:
Public
Public
6 months ago
Thanks for your patience
I went over the evidence, and after internal discussion, we reached a conclusion that we unfortunately cannot help you in asking the casino to recover your winnings.
According to your game history, you placed bets above maximum on 3 occasions while the bonus was active. Each time you won more than you bet, which means you gained an unfair advantage in this situation.
Due to the aforementioned reasons, this complaint will now be rejected. 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 issues with any online casino in the future.
