HomeComplaintsSloto'Cash Casino - Player’s winnings have been voided.

Sloto'Cash Casino - Player’s winnings have been voided.

Amount: $480

Sloto'Cash Casino
Safety Index:Above average
Submitted: 26 Dec 2020 | Resolved : 18 Jan 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player from United States had his winnings cancelled due to redeeming a bonus while having a pending withdrawal.

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3 years ago
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

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3 years ago

Dear Christyman2519,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please forward any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

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3 years ago

I have only talked to the chat staff! They will confirm what I said is true! I would have gotten you folks involved sooner if I knew this was a viable option.

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3 years ago

Thank you very much, Christyman2519, for your reply. I will now transfer your complaint to my colleague Matej 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.

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3 years ago

Wonderful thanks

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3 years ago

Hello Christyman2519,

What you wrote is something that we consider as against our fair gambling codex. In such situations, the casino should cancel only the winnings generated from the second bonus and not affect the winnings which were already wagered.

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3 years ago

I would like to invite the casino representative into the case. I hope they can recheck your case and explain to us what exactly happened and why.

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3 years ago

Exactly I really think they knew they were wrong, but I didn’t raise to much of a fuss, now that I’m more familiar, I realize they screwed me . I think they owe me the $480 bucks. Thanks for agreeing with me!


I agree , if my winnings derived from the second no deposit bonus I would understand, but I had won and had the withdraw set up prior to receiving that second bonus.

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3 years ago

Hi Christy,


Can you please include the date this occurred, and which coupon you're referring to?

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3 years ago

I confirmed with the casino, this incident happened on May 12th, 2020.


again I would have gotten you folks involved sooner if I had known you could potentially help me.


I think it’s strange that they asked you for a date, like they didn’t know exactly what you we’re referring too. I hope you are able to resolve this for me. I’m being 100% honest.


trust me I wish I didn’t claim those 15 Trial spins while I had a pending withdrawal. The casino sent the code to me, if they would have paid it on time this would not have happened either.


I won fairly! I used the bonus directly after making the deposit, in fact it was associated with the deposit. Let me know if you want to see the advertisement. I may still have it. If not I’m sure the casino can obtain it.


thsnks again

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3 years ago

Do you need me to verify something additionally?

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3 years ago

I found all my prior conversation regarding the May payout request!


see below


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3 years ago

I found all my prior conversation regarding the May payout request!


see below


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3 years ago

Sloto Cash Casino representative, were you able to identify the incident? Do you need something else from Christyman2519?


Christyman2519, in your past posts, the attachment is missing.


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3 years ago

From Christyman2519's emails, it is clear that his winnings were voided because of 15 free spins which he activated during waiting on his withdrawal. 


Casino used this rule:


8. Players with one or more pending withdrawals currently in their account are not eligible to receive any bonuses, promotional or otherwise, until such withdrawals are either processed or cancelled. Abuse of this policy, as defined by the casino, may result in cancellation of the player's winnings.


However, we consider using such a rule as unfair because the Christyman2519 met all the bonus criteria for his withdrawal of $480. The casino should only cancel the bonus winnings from the 15 free spins or prevent the player from activating them.

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3 years ago

Can I please get an update? Sounds like they are not responding either, at least they will also get black points so everyone doesn’t think they are a great casino. I figured they would make things right, but I’m not surprised!


please let me know. Thanks

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3 years ago

Hello there,


We apologize for the delay I am still waiting for a response from management regarding our case. I hope to have a reply soon.

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3 years ago

Thank you for the update. We will wait a bit longer. I want to remind you that we already waited for 14 days. So please try to answer in the given time-frame.

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3 years ago
Waiting for approval

This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.

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3 years ago

Hi there,


The brand manager has made an exception here, especially as this incident occurred 8 months ago. The money is back in the account and the player can cash it out.

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3 years ago

Thanks Casino Guru! I certainly appreciate your help.


I really enjoy playing at slotocash, they do have a great product! I’m glad they made the exception to pay me what they owed me. I will continue to use their products.

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3 years ago

Dear Christyman2519 and casino representative,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.

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