Slots&Bets Casino - Player’s account was closed.

I‘ve made a deposit of 200,00€.

As it was Wednesday I also received a Casino Reload Bonus for my deposit. Nethertheless I was going to play sports bets. As the chat support said me that it’s to also use the casino bonus, I used it but cancelled it very fast afterwards because I primary more in sports betting. I played approximately 7 bets and requested a withdrawal of 1292€. Afterwards my account was banned.

My deposit and my winnings were confiscated, while all winnings were made fair. If they decide to ban my account okay, but if this Casino is a fair Casino, they should give me my winnings. Now I have lost me deposit and did not received my withdrawal with was made under fair circumstances.

Dear LeonLes27,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely:

Do I understand correctly that you canceled the welcome bonus before you finished wagering? Which game did you play with the active bonus?

According to the General Bonus Terms:

2.1.1 Bonus funds can only be wagered in slot games. Games from the sports betting section (including Esport), Live Casino, Virtual Sports, Poker, TV games, table games, jackpot games, scratch games, video poker, bingo, keno or lottery games, classic slots, quest games, games that are already participating in promotions, as well as slot games from the list of prohibited games for turnover of bonus funds when playing with an active bonus - are not eligible for wagering the bonus amount, if in the conditions of the bonus not stated otherwise.

(...)

2.1.12 If the client uses the real balance for sports betting during an active casino bonus, then such a bet must consist of at least three events, with odds not lower than 1.7 in each event. In the event that the conditions for a bet are met and the client made a return on such a bet, we will regard such an action as a game scheme and minimal risk, which may lead to account blocking.

Have you made any sports bets while your casino bonus was active?

Could you please forward me the entire email you received from the casino after your account was blocked? My email address is veronika.l@casino.guru.

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

Best regards

Veronika

Hello,

First of all, I never finished wagering this bonus, so I did not receive any winnings or advantages from it. I was primarily playing regular slot games with it, but not much and without any winnings. I normally also prefer to play sports bets than casino.

I did place a sports bet, but the live chat support informed me that it was allowed, and it never seemed to be an issue. Since the live chat represents the casino, this is very confusing now. After canceling the bonus, I placed some sports bets normally, even with high risk, and then requested a withdrawal.

Now, when I've achieved my first significant win, it appears the casino is trying everything to avoid paying out.

The Live-Chat doesn‘t answer to me anymore and closes the chat immediately.

Best regards

Thank you very much, LeonLes27, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, LeonLes27,

I am sorry to hear about your trouble. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Slots&Bets Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been closed? Have his winnings been confiscated? What steps should the player take to unblock the account and/or withdraw disputed funds? Do I understand correctly that the casino closed his account based on suspicion?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

I’ve contacted the support directly after receiving the ban message. First via live chat and then via email. I’ve never received a reply, and contacting the live chat is now impossible as you can see in the screenshot. They doesn‘t reply and close the chat. I have also added a screenshot showing how I made the winnings: sports bets with real money and high risk.

impossible to contact them.

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.

As previously mentioned, I received a weekly Wednesday casino bonus. When placing my first bet with the active bonus, it was subsequently canceled. For the bets afterwards there was only active real money balance. The support team confirmed that it is possible to place bets even with an active bonus, so there was no issue on either side.

I did not win any money from this bonus. I've been registered and actively playing for over 1.5 years, but since my account is now banned, I cannot access my account history. However, I can confirm that I did not wager many bonuses during that time, which was a rare occurrence.

One unique feature of slotsandbets.com was its sportsbook provider, which offered numerous betting options unavailable elsewhere. This is why I primarily engaged in sports betting. I estimate my total deposits ranged between €6,000 and €10,000, mainly for sports bets. Casino games were not my primary interest; I often deposited for one or two bets to enjoy a sports event and withdrew afterward. I've attached some additional bets that were placed just for an NBA basketball game or my favorite football team to enhance the viewing experience.

Regarding low-risk bets, the risk is determined by the amount of money placed or the likelihood of the outcome. I placed combo bets with stakes between €200 and €700, which consequently were not low-risk bets. For example, if normal sports betting offers 3 outcomes with a 1.7 odd, totaling a 5.1 odd, a €100 stake would yield a return of €510. This cannot be considered a reasonable requirement for sports betting, as it is like buying free spins (1€ spin value) for €100 and expecting to get 510x/€510 back, which is very rare. Therefore, this term is unfair and unrealistic.

I also experienced many losses on this casino. Although I am uncertain about my overall profit/loss, it is likely negative. Specifically, just before my ban, I lost approximately €600-800 in sports betting. It is particularly frustrating to be banned after finally achieving some winnings.

The crucial point remains that no advantage or profit was gained from this bonus, and many regular bets were placed with real money. Given my active engagement on this site, numerous deposits, and extensive playtime, it would be fair and considerate to pay out the winnings I earned with real money.

Thank you for your extensive response, LeonLes27. However, I cannot see any relevant information there at all. Looking at your post, I cannot see one clear answer to any of my previous questions directed to you.

Please look at my previous post and questions again, carefully, and provide clear and relevant answers.

Looking forward to hearing from you.

To sum it up: I made many deposits, and sometimes I claimed a bonus when it was available. In proportion to the total amount and number of my deposits, the frequency where I actually wagered a bonus was very, very rare. This makes it a very small part of the whole picture, especially in proportion to my overall plus/minus balance.

So I can confirm that I placed sports bets while having an active bonus, but this was not a tactic with odds below 1.7; it was normal betting as explained in the previous message. Additionally, the support told me that it was allowed, and it was never a problem, especially when I lost. It also wasn't a tactic because my deposits and withdrawals were almost entirely based on sports betting with real money.

Furthermore, in this case, all winnings were fairly earned with real money in sports bets, and ultimately, both my deposit and winnings were confiscated, which is not fair in this situation.