Slots Capital Casino - Player's winnings have been confiscated.

Met wagering requirements and let me cash out a $40,000 jackpot however they never paid me any funds and reversed the withdrawal attempts. They went onto to tell me I violated one of their terms and conditions which is bogus. Their system worked against me and let me place bets that went against their T&Cs so my money won wouldn't be valid. Very bad experience here and I am now out $5000 in deposits because of them.

Dear Kirkpatrick,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. Has the casino informed you which rule has been breached?

Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

Looking forward to hearing from you.

Best regards,

Kristina

They told me I broke the maximum bet which causes a forfeit of all jackpot money. I hope other people are aware of this so the same thing doesn't happen to them. The casino has no threshold in place on their games to prevent you from over betting.

Thank you for your reply, Kirkpatrick. I checked the bonus T&Cs and I found this:

"1.WHILE A BONUS IS ACTIVE, THE MAXIMUM BET ALLOWED IS $10 (or equivalent if using another currency) PER SPIN or WAGER. This applies to all Slots Capital games. In the interests of fair gaming, there are limits on the maximum bet sizes you can place during the playthrough of any bonus ($10 being the maximum unless SPECIFICALLY stated otherwise). The following terms & Conditions apply to all of bonuses offered at Slots Capital casino. A bonus is completed when the winnings are requested to be paid out from the bonus, or the balance decreases to be $0 and the bonus is removed by the system."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with any relevant communication between you and the casino. My email address is kristina.s@casino.guru.

I understand about the maximum bet requirement but the casino fails to prevent customers from entering bets that exceed this amount while in play on a bonus. It is very deceiving to let people win an absurd amount of money that isn't actually theres to keep.

I completely understand your frustration and we would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet. 

I am sorry, but if you breached the maximum allowed bet, we cannot force the casino to pay out your winnings. We would really like to help you, but it is impossible for us this time.

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.