SlotMonster Casino - Player's winnings are confiscated due to alleged bonus violations.

Hi,

I started to played on this so called netcasino a month ago. I have deposited over 4000 € and made few wihdrwals (total sum 1150€). No big problem.

Week ago started nightmare.

I deposited last friday several time in my casinoaccount and total deposit sum was 1250€. When I made my last 200€ deposit my casinoaccount balance was 0€. I did not use any bonuses.

I started to win with this last deposit and played several hours. Accounts balance was + 11500€ when I stoped. Next day when I checked my casinoaccount balance was 2000€!. I noticed that they had made manual transfer from my account, over 9500€!.

Live customerservice (chat) told me that transfer were made because I had played against they bonus rules with over 5€ bets. As a kind gesture they left 2000€ to my account.Bonus was reloadbonus (50 % up to 300).

I tried to explained that violation that they accuse me can not be correct because I did not used any reloadbonus. Customer service did not agnore this and only respond from them was that I broke their rules.

After chatdiscussion I went to check my bonuses. There were marking that I had received 17.02pm 50% reload bonus?!? This can not be true because last deposit that I made was in the morning and the sum was 200€!

I have left complaint with attachments to them. No response yet.

I also left complaint to Curacao eGaming.

How this kind of operator can exists and they have gaming license?. I have played over 20 years on netcasinos and never met nothing liike this.

Stay a way from this site!

Dear livari,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you are experiencing with SlotMonster Casino.

Could you please send me a screenshot of your bonus history showing the bonuses you activated and played with?

Could you kindly send me a screenshot of the reload bonus you allegedly activated, along with its terms and conditions if possible?

After you deposited, did you notice a change in your account balance that would also include a bonus?

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

Best regards

Veronika

Due to the increased volume of complaints during this time of year, we kindly request your patience while awaiting our responses. We aim to publish each complaint within 48 hours of submission but reserve up to 7 days to reply to any subsequent comments. Additionally, please be aware that it might take a bit longer for your complaint to be assigned to a resolver, as we are currently managing over 900 complaints.

Your understanding is greatly appreciated. Wishing you a delightful holiday season, and we will get back to you as soon as possible.

Hello,

Curacao eGaming sent a message yesterday and they are not investigating my case because the operator does not operate under their license.

I have left a message on the SBGOK website and am waiting for them to contact me and take care of the case.

You don't need to contact the operator because I want to handle this myself.

I will inform you about the progress of the case.

Hello,

My winnings were 11,500 euros, not 1,500 euros.

Hello,

Attached are screenshots of deposits and bonus (not to be published):

Casino has closed my account.

SBGOK (operates in Curacao) is ivestigating this issue.

Ps. Casino is Slottimonsteri.com but it is under the same operator as SlotMonster.com

Thank you for providing the screenshots. It appears that the reload bonus was activated manually. Could you confirm if you requested this bonus from the casino's customer support on the day you made your deposit?

Please note that it is the player's responsibility to check their balance before starting to play. If you received a €100 reload bonus that you did not wish to use, you should have deactivated it or contacted the casino's customer support to remove it before beginning gameplay. Once gameplay starts with an active bonus, the bonus terms and conditions are automatically applied.

Let me know if you have any further questions or require assistance.

Hello,

I did not request the bonus and I have not deposited the 1000 euros to which the reload bonus is linked.

I also didn't notice while playing that the bonus had been added.

The reload bonus offered was 50%, and you received a bonus amount of 100€. Since you deposited 200€ on the same day, the bonus amount aligns with the terms of the promotion and correctly matches your deposit.

Hello,

I never received or accepted the reload bonus when making deposits. I suspect they added it to my information themselves. I also didn't see any change in my account balance.

ps. They have closed my account and are not responding to me. Have they responded to you?

I have created an account at this casino, and the balance looks like this:

As you can see, there is a clear distinction between the real (withdrawable) balance and the bonus balance. Based on the details provided, it appears that the reload bonus was a part of your bonus balance.

As I mentioned in my previous replies, we strongly recommend players carefully review their balance and associated terms before wagering. If you did not wish to play with the bonus, it would have been necessary to cancel it before starting to wager.

Unfortunately, since you played with the bonus and exceeded the maximum bet limit specified in the casino’s terms and conditions, we are unable to assist you further with this matter. As such, this complaint will now be closed.

We understand this outcome may be disappointing, but we encourage you to reach out to us if you encounter any other issues with this or any other casino in the future.

Thank you for your understanding.

Best regards,

Veronika

Casino.Guru Complaint Resolution Center