The player from Germany had their bonus winnings capped. We rejected the complaint because the player didn't respond to our messages and questions.
Slotozen Casino - Player’s winnings have been reduced.
Amount: €1,500
Slotozen Casino
Safety Index:HighSafety Index
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8.8
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Closed
Our verdict
Player stopped responding
REJECTED
Case summary
2 years ago
Public
Public
2 years ago
Translation
Hello. I deposited €20 with the welcome bonus and was able to wager it fully and successfully. After that I continued playing with my real money balance and was able to win a very large amount. I had over €1700 in real money balance so I initially requested a withdrawal of €1000. This withdrawal was canceled and my total real money balance was reset to €200. In the e-mail, it was referred to the fact that the maximum profit is 10x the deposit amount. However, it is the case that I only achieved this profit after fulfilling the sales conditions and should therefore be entitled to the profit. It is also the only casino in the Dama Nv Group that has a maximum win on the welcome bonus. I am asking for help with my problem.
Automatic translation:
Public
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2 years ago
Dear CharlotteF,
Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. Was the following rule used to cancel your winnings? (here)
"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."
Could you please advise how much was the rewarded bonus at the beginning when you've deposited €20?
I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.
Looking forward to hearing from you.
Best regards,
Petronela
Public
Public
2 years ago
Translation
Hi there,
yes it was referred to the terms and conditions. I deposited €20 with a 125% bonus. However, I only had my big win after I fully wagered the bonus and my entire balance was real money. In my opinion, it should no longer be possible to continue playing after reaching the maximum cashout amount as soon as you are in real money, in order to avoid such sad experiences. Thank you and LG
Automatic translation:
Public
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2 years ago
I wish I could be of more help. I agree that stopping the player from playing any further after requesting a withdrawal of their bonus winnings would be more user-friendly, unfortunately, this was not the case. However, it is clearly stated in the T&Cs that any winnings exceeding the maximum cashout amount will be forfeited and can't be used as real money to continue playing.
Could you please confirm that you have received the withdrawal of €200? Looking forward to hearing from you.
