Slotman Casino - Player encountered an issue with withdrawing winnings.

Hello, the casino slotman dont wanna withdraw my money after i wagered the bonus

after the i completed the wager i had 720€ left, what i withdraw, they told me that every winning above 10x bonus money will get deducted by the casino... so i had 375€ left because i had 37,50€bonus

after that they canceled my withdraw and told me i should use bank withdraw to withdraw my money, but its 500€min to withdraw

so i decide to play with my already deducted left 375€ money so i can come above 500€ to withdraw the money

with my luck i won and now they say they dont wanna withdraw the money because the bonus terms say you have to withdraw the money after they deducted the money.... whats a lie, bonus term only says after wager your winnings above 10x get deducted what they already did from 720€ to 375€... so the money i had was already mine and i can do with it what ever i want... since i cant even withdraw the money under 500€ lol

i have the whole conversation from chat and email screenshoted before and after

Today i had a Chat with an agent that told me like " nice that you know the rules, but we may not follow them", i mean wtf? They dont even follow their own rules? What of a scam casino is that.... They even said that iam right but they dont follow their own rules lol

greetings Markus S.

Dear Markus93,

Thank you very much for submitting this complaint. I'm sorry to hear about your negative experience with Slotman Casino. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please clarify when the casino capped your bonus winnings? Was it immediately after you finished wagering? Have the winnings been transferred to your real money balance?

Additionally, could you please confirm that you have completed the KYC verification process? Have you successfully withdrawn any winnings from this casino before?

If you have any additional communication with the casino, please forward it to veronika.l@casino.guru.

We are committed to helping you resolve this issue as soon as possible. Thank you in advance for your prompt response.

Best regards

Veronika

Hello Veronika,

The casino conducted the money from720€ to 375€ after the verification was complete.

After the sucsessful verification i wanted to withdraw the 720€ then they said it only can be withdrawen the 375€ then i asked but how i should use bank withdraw when its my only withdraw posssibility and its min 500€

The Support told me i should use the other bank withdraw method but this on is too 500€ 😅 so he told me i should use a different one....yeah lol, i cant use a different one, so i decide to play and hoped on my luck to come over 500€ so i can withdraw the money and this happened, so i try to withdraw the 4000 from almost 4900 € because 4000€ is max and they deducted me again to my 375€.....

Then i asked why? And he told me that the rules say 10x blablabla, what i agreed but there are no rules that say that i can play with the money after the deduction, but the operator says there are rules like this but this is a lie there are no rules like this

And this i told him this morning and He Said what i posted before ".... Nice that you know the Rules, but we may not follow them" like wtf???

I send you all screenshots i have via email Veronika

Thanks, Markus S.

Thank you very much, Markus93, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Okay, still thank you for your help Veronika!😊

Markus93,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Slotman Casino to join the conversation and contribute to the resolution of this complaint.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

We hope this letter finds you in good health and high spirits. We are writing to address the concerns you have raised regarding the withdrawal of your winnings in accordance with our rules and policies. 

First and foremost, we want to extend our sincere apologies for any inconvenience or frustration you may have experienced during this process. Customer satisfaction is of utmost importance to us, and we deeply regret any dissatisfaction caused. 

Please accept our sincere apologies for any confusion you may have caused. Rest assured, we have taken the necessary steps to resolve this issue internally and prevent similar incidents in the future.

We also want to clarify that, as per our policies, we allow players to use any available method for the withdrawal of funds. We did not insist on a bank transfer, and we are committed to providing you with options that align with your preferences.  

As a gesture of goodwill, we would like to inform you that we are ready to refund your winnings after wagering the bonus funds. We appreciate your loyalty and it is our priority to promptly resolve any discrepancies. The funds will be returned to your game balance within the next 24 hours. After that you will be able to withdraw the funds by any available method.  

Once again, we apologize for any inconvenience caused, and we appreciate your understanding as we work to address and rectify this situation.

Thank you Slotman Casino team for your help and update.

Dear Markus93,

Can we consider the issue to be resolved?

Hello Peter and Slotmann Casino!

I can confirm i got my money, thanks to slotman Casino.

And a huge thanks to you Peter, Veronika and the whole Casino guru team for assist me, to get my money!

Greetings Markus

After successfully resolving the problem, we will mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation, Markus93, and if you encounter any issues with this or any other casino in the future, please do not hesitate to contact our Complaint Resolution Center. Our goal is to assist you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would appreciate if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues. Thank you in advance for your time. 

Best regards,

Peter