The player from Germany had his winnings from a match bonus reduced due to maximal cashout restriction. Since the casino capped the player's winnings in accordance with their T&Cs, we were forced to reject this complaint.
Slotozen Casino - Player’s winnings from a bonus were capped.
Amount: €2,375
Slotozen Casino
Safety Index:HighSafety Index
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello everyone,
I redeemed my third deposit bonus at Slotozen.com yesterday. Deposit €50 and get €62.50 bonus. I had to wager €2187.50. Luckily I managed to do that yesterday.
Yesterday evening I verified myself without any problems and then immediately asked for a payout of €3000 and today I received an email with the following content.
StayCasino Support
12:04 (36 minutes ago)
to me
Hello Marco,
We have to inform you that, according to the Bonus T&C, all Deposit Bonuses have the max cashout limit - the bonus amount x10. This means that the max amount you can withdraw is 625 EUR.
Your withdrawal has been canceled and your balance has been corrected to the amount that can be withdrawn - 625 EUR.
We kindly ask you to create a new cashout request and it'll be processed shortly.
Thank you for your patience and understanding.
cheers,
Victoria
I would like to criticize two points here.
- I read the homepage carefully again, there is nothing here about a maximum of 10x for payment.
- I received the e-mail from
only the 1 point I can not understand,
I hope you can support me here.
Many greetings
Marco
Automatic translation:
Public
Public
2 years ago
Dear Marcorkr,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:
„The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10 unless otherwise stated. Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule."
Sadly, there is not much I can do to support your case at this time. The casino shares all the relevant information on the website and your winnings were reduced in accordance with the general Bonus T&Cs.
Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Kristina
Public
Public
2 years ago
Translation
Hello dear Kristina,
I also read this section later
For me this paragraph (...including but not limited to welcome pack...)
a little confusing.
So I wasn't aware of any guilt.
Maybe the casino owners will change this point to keep it clear 🙂
Many greetings
Marco
Automatic translation:
Public
Public
2 years ago
I completely understand and see how it may sound confusing to many people. However, the term is there and there is nothing more we could do about it. I can only recommend that you read the T&Cs thoroughly in the future. And in case of any misunderstanding, my best advice would be to contact the casino's support and ask for an explanation.
Unfortunately, after gathering all the necessary information we are rejecting this complaint as unjustified. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.
