Sloto Stars Casino - Player's struggling to withdraw her winnings.

I played a boun and I play down the what I was to. Then I add $50.00 and played that and won $1900.00. The customer service lady said I would be paid the amount. Then on the day they were to pay me I don't get but $65.00 if I was not able to cash out $1900.00 it should have not shown in the payout. I called to find out what happened the lady was very rude and keeps saying the same thing. She would speak over me and then hung up on me. She didn't want to listen to me.the casino sucks

Dear martinheather1990,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Please allow me to ask you a few questions, so I can understand the whole situation completely. Do I understand correctly that you have only received $65 out of $1,900? Has the casino shared the reason why this happened?

Could you please clarify if you accumulated these winnings with or without a bonus?

I hope, we will help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Kristina

I was on the no despite boun. And when I put add $50 to my account I thought I was add a clean $50 not to the bouns. I called and talked to someone and thought they stighten it out because after to speaking with them I was able to cash out. After a week of getting all the information together and having to go get a copy of my marriage certificate that cast me money. Then the day that I was to get the money they came back and said it was a no deposit boun. Like I said early it was ignorant for me to put money on the. No deposit bouns. I think you should fix this for me and I should get my money.

Thank you for your reply, martinheather1990. Do I understand correctly that the bonus was still active when you made the $50 deposit? Could you please post here (or forward me) your bonus history and deposit/cashier history? You should be able to find this information in your casino account.

Moreover, please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. Thank you in advance.

Dear martinheather1990,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond to your complaint in the given time frame, or don’t require any further assistance, we will reject it.

I don't have copy of the emails because I call the casino number and talked to them. Also under by account it doesn't show any account history

I'm pretty sure there should be a report of all your deposits and bonuses available somewhere in your casino account after you log in. Could you please check that again and try to provide the required information?

No I can't find anything

Do I understand correctly that the bonus was still active when you made the $50 deposit? How much money did you have in your casino account when you deposited?

I want to say I $40.00

Thank you very much martinheather1990 for your cooperation. I will now transfer your complaint to my colleague Matej (matej@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 soon.

Thanks

Hello martinheather1990.

I am sorry to hear about your troubles.

From the information I have so far, it is hard for me to understand what happened and why. Therefore, I would like to invite the casino representative into the case:

Could you please check what happened and send me martinheather1990's game log?

That would be fine

We would like to ask the Sloto Stars 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’.

Dear martinheather1990,

After we checked all the evidence from the casino, we found that most of your winnings you gained from the welcome free bonus. From coupon Liftoff55, you earned $895.32 winnings, and at this point, you should make a mandatory deposit and withdraw $100, which is the maximum cashout from the free bonus. But instead of that, you deposited twice $25 and played with that balance until you had $1700. This gave you an unfair advantage because the $895.32 credit on your account had only a monetary value of $100.

Because of that, we believe your complaint is unjustified.

Dear martinheather1990,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

We are rejecting this complaint because of the reasons I wrote above.