Slotozen Casino - Player's winnings have been reduced due to uncited rule.

After gambling for an entire day and night the positing many times well over a $1000. I finally wone a decent amount I deposited. I got the option to open up a free loot box which contained twenty spins to a very poor paying game Called zeus or something. As usual I won 3.45 from the spins. Immediately switched games Luz that game is brutal and went to the game inwas playing for hours and invested hundred of dollars in already. I lowered my bet down to 80 cent from 2 dollars and on my first spin I got the bonus. I risked the bonus for a chance at more spins and I won 4 extra spins. The bonus paid me 8547.04. I quit that game immediately messaged my "VIP" manager who you would assume knew the rules and regulations to his own casino and told him I won. I was congratulated and told that he hopes I enjoy the win however the bonus is locked to a wager amount before I can withdrawal. I asked how much I had to spin and he said 145 dollars. I said oh no problem I'll do that in like one minute and be right back. So that's what I did

As soon as I did that my entire bank roll gets taken from me besides 330 dollars. I was in disbelief and shock and asked him what the hell is going on and that's when his story changed to "sorry there is actually a max win cap" I'm like why didn't you say that before and he really didn't have much of an answer except the max I could win was 130 CAD. This made it even more sketchy because he allowed me 330 because I'm a VIP he said. So I guess VIP players only get jacked for 76% of their winning at slotozen casino. I say that because nowhere jn the terms and conditions did it specify lootboxes qualify as a bonus nor did it have the word bonus in front of it or behind it however every other bonus did. Lootbox was even in its own little section under all the other bonus'. I was always under that Impression that when it comes to gambling the word "BONUS" means you get something which isn't the case with their lootboxes because I've opened many many lootboxes and gotten NOTHING at all so to me and correct me of I'm wrong but when I pay to open something that could potentially be empty thats a game of chance not a bonus and at slotozen you get ALOT of empty LOOTBOXES. You alot get alot of broken promise to from both the staff and managers about them calling you to discuss and explain what happened. You also denied clarification of where these alleged MAX WIN rules are in the terms when you politely ask them to show you. Even chat gtp4 couldn't find them when I copied there terms and agreement and asked him to find them. So me being angry, frustrated and confused I decided to go check out the terms and conditions the next day when I was claimed down and to my surprise they adjusted them to now show a max win amount and to have the word bonus beside it to make it alot more clear and for the players to know the rules. We'll it was sure nice for me to point those flaws out for them. Maybe they should pay Mr for auditing their terms but I know they won't do that either. So it's been 5 days. I've got over 25 emails telling me they respect me and are working on a solution and will call me soon. Then a day goes by and more promises followed by no phone call then another day goes by and now their telling me there working on a meaningful solution and to be patient, then they tell me there going to phone me on the 9th and they apologized for the delay but manager said he is gonna call you forure on the 9th. We'll I have not received a phone call and it's 12:24am on the 10th right now so I'm tired of being lied to , played like a fool so now I'm gonna start complaining because I've exhausted then with emails and they have exhausted me with false promises and left me having ZERO respect for them as a business or as people. They even decided to take away my FREE DAILY LOOTBOX that everyone gets what has submitted the proper documentation which I obviously have kuz they just paid me 330 dollars after jacking me for 8500. So that's how they show their VIP players their love and care and honestly they have killed my desire and love for online slots and I get sick to my stomach everytime they send me more spam lies to my email kuz I know they were wrong , they obviously know it too kuz they changed the terms before calling me so do not play at SLOTOZEN Casino unless you want to donate your money you work hard fir to a bunch of lying tyrant thrives. I won't give then another dollar they already took enough

Dear VictimizedYetAgain,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotozen Casino.

I checked the terms and conditions of the casino and I found this:

"LOOTBOX

Lootboxes are available for everyone after confirming their email, verifying their phone number, and agreeing to use bonuses. Players can open any of lootbox only once a day for free. To re-open the loot box on the same day, the player must make a deposit of 30 EUR. The number of re-opening by depositing of the lootbox is not limited. All prizes are random. Free spins winnings are subject to a wagering requirement. We reserve the right to change the rules and prizes at any time.

The maximum winnings that will be paid out resulting from any lootbox bonus is 300.00 EUR, 300.00 USD, 300.00 CAD, 300.00 AUD, 3,000.00 NOK, 1,330.00 PLN, 300.00 NZD, 47,000 JPY, 1,600.00 BRL, 27,200.00 INR, 6,200.00 ZAR, 0.01100000 BTC, 1.37000000 BCH, 0.180000000 ETH, 3.96000000 LTC, 4,450.00000000 DOG, and 300.00000000 USDT.

Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until the withdrawal of the relevant balance is processed, funds on the balance will be considered subject to maximum winnings rule."

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly that you allege this feature's bonus conditions changed in the past following your big win?
• Could you please explain if the whole section was added or if only the maximum win section was altered?
• Could you please send me the relevant email correspondence you received from the casino regarding the issue? My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

We've received the following message from the player:

"Please cancel my complaint we came to a resolution at the last minute"

Dear VictimizedYetAgain,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru