Slots & Luck Casino - Player's account closed after partial payout.

I won a $300 no deposit bonus to play at this casino. Initially I won $16,465.25. After registering my account and meeting the requirements I was told that I can withdraw $12348.93 if I made a $30 deposit but if I didn't want to make any deposits that I could withdraw somewhere around $8,000. So I made the $30 deposit. Sometime later I received an email from the casino stating that they would pay me my winnings and in increments of $500 over about a 6month period( the email stated until I was paid in full which would take about 6 months) once I submitted my direct deposit information to them which I did. I received a total of $3,000 and after that time the payments stopped I began sending messages, calling, doing online chat trying to see if something was wrong and why they had stopped paying me and and was told that compliance would get back to me every time pretty much and when I submitted requests to be called I never received the phone one. They eventually did make contact with me via email stating that I did not qualify for my winnings and that I was only due about a thousand dollars more at that time and so they paid me $1,000 and closed my account and that was the last I heard from them. I have more pictures and conversation transcripts that I can submit but your system would only let me submit so much at this current time feel free to contact me for those documents.

Dear OsoMami,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Can you specify the precise bonus you activated and played?
• Did you deposit any funds to activate this bonus, or was it a complimentary promotional offer?
• What is the total amount you have received thus far from the most recent accumulated winnings?

Meanwhile, I have checked the bonus rules for "Spin the Wheel" promotion and this is what I found (here):

Spin the Wheel to receive between $50.00 to $200.00 in Bonus money.

The bonus amount must be wagered a minimum of 35 times for Casino games and Sportsbook wagers.

Unless otherwise stated, the maximum withdrawal amount from Welcome Bonus is $100.00

Once you have met the Wager Requirements and are able to make a withdrawal, any amount that is over the Maximum Withdrawal Limit will be removed from your balance as you will not be able to withdraw these funds.

The wagering requirements for a Bonus Money Bonus must be completed within 30 days of the bonus being activated; otherwise the bonus and winnings will be voided.

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

Best regards,

Petronela

Can you specify the precise bonus you activated and played?

SPIN THE WHEEL BONUS

Did you deposit any funds to activate this bonus, or was it a complimentary promotional offer?

No not to activate the bonus but I did make one to active the ability to withdrawal 75% of my winnings instead of 50% with no deposit.

What is the total amount you have received thus far from the most recent accumulated winnings? From the $12,348.93 I received a total of $3000.

Could you please forward relevant screenshots in higher resolution to petronela.k@casino.guru?

Thank you in advance.

It’s a lot of emails. They are coming from the email address that I used to open the account at this casino not the email address that I used to open up the account here but it is done. I tried to do it all in order from how it happened, so I hope it all makes sense, thanks for your support and help. Very much appreciated.

Thank you very much, OsoMami, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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 in the near future.  

Dear OsoMami,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this matter.

We would like to invite Slots & Luck Casino to join the conversation.

Dear Slots & Luck Casino,

Can you please provide more information on why you have decided not to pay the player their whole winnings when you have credited the player's winnings from the bonus to the real money balance? In the bonus description, there was a "No Max Cash Out" mentioned. Even your support team has responded to the player in a way that made them rightfully think the winnings should be paid in full until your team later decided to cap the player's winnings, so we would appreciate it if you could explain your actions.

We would like to ask the 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’ which may negatively affect its rating.

moniqueannw44- We are investigating the situation and we will inform you once there is a development.

@moniqueannw44 I’m Wondering how long you anticipate your investigation will take? I can be contacted via the email address I used to sign up for the account if you need any further information although I’ve already submitted this information to support already before you closed my account for inquiring about my winnings.

Dear OsoMami,

We are currently in discussions with the casino team regarding your case, and it has proven to be more complex than initially anticipated. You will be notified of any developments as they occur. I appreciate your patience during this process.

Thank you.

We would like to ask the 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’ which may negatively affect its rating.

Dear OsoMami,

I've engaged in a conversation with the casino team, delving into various aspects of the matter. While I understand the casino team's standpoint that your winnings, stemming from a no-deposit bonus, significantly exceed the typical maximum win amount offered by casinos for such bonuses, and considering the possibility of a phrasing error in the initial bonus terms. It's crucial to emphasize that, at the time you gained your winnings, the bonus description explicitly stated "No Max Cash Out," and you adhered to all the rules without any wrongdoing, and that made us believe that you should receive your winnings in full.

Despite subsequent changes to the terms, retroactively applying these modifications appears unfair. I made efforts to convey our perspective to the casino team, however, they maintained their position, asserting that you've already received the maximum amount, and their decision is final. Unfortunately, the casino team ceased responding to my inquiries, leaving us with no alternative but to categorize this complaint as unresolved.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I can only strongly recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru