Slotnite Casino - Player’s winnings from bonus play have been reduced.

I had got a free bonus of £50 with £1750 wagering requirements I smashed the wagering requirements while I Wass talking to one of the agents on live chat where I asked was there any cap on my winnings which the agent said no there is no cap once you complete wagering you can withdraw whatever is in your cash balance so I withdrew 3000 which was in my cash balance and they then told me that I could only withdraw 10x the amount of the bonus even though I checked before how much I could withdraw and I was told as much as I wanted 

Dear Thomas,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. I have checked standard promotional terms and conditions, and this is what I found:

"Instant bonuses

Any bonus that is cash or bonus received from the casino, for example via Customer Support, is classified as an instant bonus. We reserve the right to limit any winnings from an instant bonus to 10 times the value of that instant bonus. For example, if you receive a €100 instant bonus, a maximum of €1,000 is eligible for withdrawal if we choose to enact this clause."

We will contact the casino and ask for their assistance, but, before we do that, please could you forward me a link of the specific bonus that you have redeemed? How you have activated the bonus? Was it inside your account, or you have received it from the Customer Support? I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

• I recieved a £50 bonus from live chat because of my deposit history and I was told that by one of the agents that there is no withdrawal limit and once I complete wagering I can withdraw whatever is in my account balance I have screen shots of my cash balance screenshots of the girl confirming that I can withdraw what I like once wagering is completed and there is no limit I have also now self excluded myself as I was so disgusted about what had happened and I feel like taking this further I had that in my head I was getting £3000 and because I won a bit more that normal they have decided to cap it which shouldn't be allowed  if needed I will take this further as I was given false information by one of the agents and withdrew money and was counting on that specific money for something thanks 

• I recieved a £50 bonus from live chat because of my deposit history and I was told that by one of the agents that there is no withdrawal limit and once I complete wagering I can withdraw whatever is in my account balance I have screen shots of my cash balance screenshots of the girl confirming that I can withdraw what I like once wagering is completed and there is no limit I have also now self excluded myself as I was so disgusted about what had happened and I feel like taking this further I had that in my head I was getting £3000 and because I won a bit more that normal they have decided to cap it which shouldn't be allowed  if needed I will take this further as I was given false information by one of the agents and withdrew money and was counting on that specific money for something thanks

Also I want to note that I have these screen shots and I cant attach them on this response but I can attach them via email if needed and as I said I will take this further if nothing happens about it because use have honestly just taken me on after I also only joined use a few weeks and deposited almost £1000 in just a couple of weeks I have screenshots of the agent telling me there is no withdrawal limit once wagering requirements is complete and I have a screenshot of my cash balance also and some other things 

Thank you very much Thomas for providing all the necessary information. All the screenshots are attached with your first reply inside the complaint, they’re just not visible to the public. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thanks very much I hope so aswell 

Hi Thomas,

I looked at your case and the screenshots. You asked very specifically if you could withdraw all the funds in your account once the wagering requirement was completed. Even though, the aforementioned terms can be found in the casino's Bonus T&Cs, the fact is, the casino support gave you wrong information resulting in your winnings being void. I will contact the casino and see what can be done here. 

Yes Peter thank you and I specifically asked if there was any withdrawal limit on this and the casino also said no there is no limit I've honestly just excluded myself with them because they honestly pissed me of so much and I felt they where taken me on I deposited alot of money in the days/weeks prior to this and they done that to me couldn't believe it my friend thanks so much for helping 

They said they have the option to enact a 10x withdrawal but when I asked the next agent they said there is no withdrawal limit so sure that means they haven't done that in this case as the girl could clearly see the information in front of her and I just think because I won a decent amount they are trying to pull one over my eyes I have all proof if needed to also take this further Peter because I don't think I can let them get away with this

I've seen a few complaints regarding something similar to mine it seems they do this quite alot if you ask me it's ridiculous 

Also slotnite has just put 6p into my bank account for some reason and I don't no the reasoning behind this why would they put 6p into my account thanks for helping me out 

Dear Mr. Orr, 

Our team have reviewed your complaint and we wish to thank you for your patience and understanding whilst this review was being undertaken.
 

We confirm that you were offered £50 bonus credits on 30 March 2020, during this chat ,the Customer Support Representative confirmed "Please note that: We reserve the right to limit any winnings from an instant bonus or cash to 10 times the value of that instant bonus. For example, if you receive a £100 (or currency equivalent) instant bonus, a maximum of £1,000 (or currency equivalent) is eligible for withdrawal if we choose to enact this clause". Our records further reflect that you asked the Customer Support Representative whether the maximum sum you could withdraw was £500, this was confirmed as such.

Later that same day, you then contacted our Customer Support Team and queried what the maximum sum is that you can withdraw; to which the host responded "There is no withdrawal limit set, once you complete wagering the remaining funds in your bonus account will be moved over to your gaming account and you may then request a withdrawal ,should you wish to do so." The response relayed was based on withdrawal limits, rather than the maximum claimable winnings from the bonus you had received.

As a measure of clarity, we draw your attention to clause 7(ii) of our Promotional Terms which confirm https://www.slotnite.com/promoterms"(ii) Unless otherwise stated, winnings from bonus spins are credited in casino bonus and are capped to a maximum of £50. Winnings that exceed this amount will be removed from the account. Any play using bonus spins winnings will not unlock bonus funds and all winnings will return directly to your bonus account."

Further to this we also reference our Withdrawal Policy, as outlined in clause 7.3 of our Terms and Conditions https://www.slotnite.com/terms which states: "• No withdrawal will be processed and funds cannot be withdrawn from your account until: (i) Verification Checks have been satisfactorily completed; (ii) payments have been confirmed; and (iii) you have complied with any other withdrawal conditions, specific rules and promotional terms relating to your use of the Website and/or affecting your account (for example, any applicable bonus terms). Please note that Verification Checks include checks on your identity, age and place of residence."

In conclusion, we confirm that your winnings were rightfully capped to a maximum of £500, as was confirmed to and accepted by yourself at the point of acquiring the bonus and in accordance with our terms outlined above and also confirm that you have since successfully withdrawn the funds.

Should you have any further queries in this regard, please feel free to reach out to our Complaints Team on complaints@slotnite.com

Regards

Slotnite Team

Hi Thomas,

I was provided the two aforementioned chat transcripts where you asked about the withdrawal limit of the bonus. In the second live chat you refer to the live support confirmed there was no withdrawal limit. Technically, it is true, there is no limit for withdrawals in the casino, but I admit, they could have mentioned the 10x win limit for the bonus. However, prior to this chat, you asked the same question a different person and they specifically told you the maximum you could withdraw from the bonus was £500. Unfortunately, there is nothing I can do in this case, I'm afraid. I can't penalize the casino for this and will reject your complaint. I wish I was of more help.