Slots Capital Casino - Player's winnings were confiscated repeatedly.

There is a serious issue with this casino I will start from the top.

Upon completing wagering requirement 2 months ago I was told a $25 deposit was necessary to verify my litecoin account for transaction. Took me a few weeks but I finally deposited the correct amount.

First red flag: When I sent more than enough litecoin to casino deposit address it showed as $24.65 right below $25 which is real strange seeing how my crypto exchange/wallet tells me the exact amount the would receive after I paid gas fees. There should've been no more charges, so I checked the blockchain and sure enough there was an anomaly on their end. They took just enough to put it below $25 before putting it into my account. But that wasn't an issue one customer rep assured me. Still raised a brow on my end because what did they do with the rest of that change they took.

Nearly two weeks pass because they claimed now I had to kyc my account again when I was already verified before making a deposit. In fact, the only reason I found out I had to deposit $25 is because I wasn't told this until after I kyc'd. 2nd red flag

So eventually after kyc for the 2nd time I put in for a withdrawal $180+$20=$200 out of the account. Took them nearly four days to send me an email saying that I wagered over $10 while playing with a bonus. Which is an absolute lie because I never wager that high and I have more evidence they make this up to confiscate winnings unlawfully. In the email it stated my winnings were voided and my deposit returned back to my account.

Needless to say heart dropped, they completely ripped me off. I went to my account and sure enough they took the $180 and left me a little over $25 which I could not withdrawal because the minimum is $100. So I decided to email about my deposit they never responded. So I went back in to burn the deposit money so they wouldn't keep it. I ended up winning up to $144.00 in a matter of minutes wagering $1.00 and only $1.00 every spin purposely.

So yet again I went to withdrawal, and wanted to see what excuse would they have this time. And beyond my absolute reasoning and thought process they took my winnings again. Then used the same reason that I wagered over $10 while playing. I was so infuriated by thus blatant lie I had to set my down for awhile. And not only did they take the new winnings I just won this time, but also my deposit and left my account at $0.05. I haven't heard from them since despite my email attempts. Customer service just ignores me or they end the session early with repeated pre-text.

I have two emails from them claiming I requested a reverse on both of my withdrawals which is also completely untrue and their attempt at a cover up. I have screenshots proving everything. They were a bit slow editing my account to fit their story. I am highly disappointed in this casino and the individuals who operate in this manner at thus casino as well. I'm sure I will never see any of my winnings or my deposit.

Dear PiSpinWin, 

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the casino T&Cs and I found this:

General Bonus terms

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 a link to the specific bonus that you redeemed and played. My email address is veronika.l@casino.guru. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards, 

Veronika

Hi Veronika

I'm not sure if you read the entirety of my complaint but I was clear about never betting over or even at $10 ever. The fact that this casino accused me of the same thing twice in a row should raise antenna abroad. And yes I have screenshots of said gameplay. They don't even have the record of me playing the games they mentioned in their email they sent me.

I can send you every SS I have...But I have to be honest l you posted their T&C's as if I was uncertain if I broke the rules are not and in my complaint I mentioned them not only taking my 2nd winnings as well but also my deposit money. I'm a bit conflicted and actually kind if hurt behind this...They literally dragged me around for weeks and voided my winnings twice with blatant lies and then took my deposit. They literally robbed me and you posted their terms and conditions as if I'm not certain of what just happened to me

Please forward all the relevant communication between you and the casino regarding the cancellation of your withdrawal requests and the alleged breach of the maximum bet rule to veronika.l@casino.guru. It would also greatly help if you sent us your gaming history so that we could check it and confront the casino later on.

Thank you in advance.

Update: so I was finally cashed out for my 2nd request. I still feel the first withdrawal was voided unjust. They should review gameplay and send the winnings I fairly won. But I doubt that will happen I'm somewhat satisfied with the withdrawal received. So I'm not going to pursue any further.

I'm glad you received your second withdrawal. However, if you feel that your first request was voided unjustly, you are eligible to request the casino send you your gaming history in Excel format. When you receive it, please forward it to my email (veronika.l@casino.guru) and we'll investigate the matter.

Sup Veronika

I will look into it...I have an abundance of screenshots. I believe some numbers were changed but do not quote me on that until I have a 6th and 7th look.

Could you please confirm if you sent the gaming history to me? I have not received it yet.

No it was not sent yet I'm actually still working on putting it in order so it's easier to understand close to finishing though.

Can you kindly confirm if you have collected all the necessary evidence for our case investigation to proceed? I have not received any email from you yet.

Dear PiSpinWin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hey Veronika

I have emailed the corresponding screenshots that align with said gameplay

Thank you very much, PiSpinWin, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@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 there,

Thank you PiSpinWin for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask Slots Capital Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated.

Thank you!

Hi Peter

Thank you for your assistance and yes I was a aware of your reply days ago. I'm just patiently waiting to see if Slots Capital replies to this thread.

So far its not looking good but we'll see

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.

Hi Peter,

I have sent you an email providing the relevant information.

Hello SlotsCapital

I would have to insist I receive a copy of said relevant information

Thank you for providing the information Slots Capital Casino representative.

Dear PiSpinWin, according to the betting history provided to me by the casino there have been multiple instances of wagers above $10 so the confiscation of the bonus funds seems entirely reasonable. You have also confirmed that you have received your subsequent winnings funds so I would like to ask you how can we assist you further in this matter. Thank you in advance!

I never bet above 10 or at 10...EVER! What you see is a fabrication of wagers. You don't find it odd that they sent you a copy of my gameplay and not me?

Even after I requested a copy...What makes anyone more viable of a copy of my gameplay than me? They don't know you anymore than they know me but you get an email of my gameplay?

Did you compare your copy to the copy I provided via email?

And if it's that easy for you to take their side then I'm definitely not in the right place

Dear PiSpinWin, I have matched the wagering you sent to the one I was provided with by the casino, and the wagers and games played were all displayed in your history. The wagering you provided me with took place after the bonus and was used to gain the funds you ended up withdrawing and in fact, did not go over $10. That cannot be said for the bonus wagering so your confiscation of funds is justified.

Casinos do not provide this type of information to any player, that's why we created our service so we can request this type of information. Sadly we are not allowed to share this either as per our agreement with the casinos. We aim to help players but if we are shown sufficient evidence to justify penalization we see no problem, rules are meant for everyone. If you are unhappy with this development I can point you where you can escalate your complaint further but as it stands we see your issue as resolved.

Dear PiSpinWin,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

It appears that this issue may have been resolved, but without confirmation from the player we are forced to reject this complaint.

The player can reopen this complaint anytime.