Slotozen Casino - Player’s winnings from a bonus were capped.

Hallo Zusammen,

ich habe bei Slotozen.com gestern meinen Third Deposit Bonus eingelöst. 50€ eingezahlt und 62,50€ Bonus erhalten. Ich musste 2187,50€ umsetzen. Das habe ich gestern auch glücklicherweise geschafft.

Ich habe mich ohne Probleme verifiziert gestern abend dann gleich 3000€ zur Auszahlung angefragt und heute eine E-Mail mit folgendem Inhalt erhalten.

StayCasino Support <support@staycasino.com>

12:04 (vor 36 Minuten)

an mich

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Your withdrawal has been canceled and your balance has been corrected to the amount that can be withdrawn - 625 EUR.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

Zwei Punkte möchte ich hier bemängeln.

1. habe ich auf der Homepage nochmal genau gelesen, hier steht nichts von höchsten 10x zur Auszahlung.
2. ich habe die E-Mail von <support@staycasino.com> erhalten - das war sicherlich nur ein kleiner Fehler, da der Support bestimmt mehrere Kunden bedient 🙂 - also halb so schlimm 🙂

nur den 1 Punkt kann ich nicht nachvollziehen,

Ich hoffe ihr könnt mich hier unterstützen.

Viele Grüße

Marco

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

Hallo liebe Kristina,

Diesen Abschnitt hatte ich zu einem späteren Zeitpunkt auch gelesen

Für mich war dieser Absatz (...einschließlich, aber nicht beschränkt auf Willkommenspaket...)

etwas verwirrend.

Daher war ich mir keiner Schuld bewusst.

Vielleicht ändern die Casinoimhaber diesen Punkt ab um es unmissverständlich zu halten 🙂

Viele Grüße

Marco

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.