Slots City Casino UA - Player’s winnings were not paid out.

Hello I was playing slot city. And I was paying the power of Merlin megaways. I had bet $207 for a bonus round. And during that bonus round I won $1143 slot city did not pay me out. They said that I did not reach their Terms & Conditions. But when I read them I did and not only that when I look at my game history. It shows that they paid me this amount of money in which they didn't. They also listed me as the number one winner. I contacted them but they were no help. They said i'd been paid out the amount of money I was allowed which I was not.

Dear Kezlor,

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. Did the casino clarify which term you breached?

Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here.

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,

Kristina

https://replay.pragmaticplay.net/DQ4DKaovml

Here is the link to watch the game play also I met the wagering requirements and was never given the option to keep playing with the winnings and as you can see in the attached pictures I won more than the max winning amount many times. 

Hello! May I help you? Do you have any questions?

Hello I just won $1200 but it's not showing up

Hello, my name is Michael. I will help you now.

Hello I just won $1200 but it's not showing up

Your question is corrected. Please wait 5-7 minutes. Thanks for understanding.

I checked the information. You played with bonus funds at the expense of "Power of Merlin Megaways MaxW TOP5 " and in the Power of Merlin Megaways slot, you made the last bet on bonus funds, after which your bonus was won, and according to the terms of the bonus, winnings from it in the amount of CAD 60.00. transferred to your real balance.

Tell me, please, can I be useful for something else?

That's not fair I bet $270

Why would I bet 270 if all I could win is 60 that doesn't make sense

And I didn't get $60

The winnings were credited to your real balance. We recommend that you familiarize yourself with the terms and conditions of the bonus before starting to play for it.

But they weren't I didn't get the max of $70 and I should still get the the $1200 as bonus

According to the condition of this bonus, the maximum profit from it, which is transferred to your real balance, is 60 KAD.

Tell me, please, can I be useful for something else?

It says 70

I checked the information, 75.50 СAD was credited to your balance.

Tell me, please, can I be useful for something else?

No it wasn't not my real balance when I won $1200

I also draw your attention to the fact that you played the game due to the bonus - Power of Merlin Megaways MaxW TOP5.

No I played all my bonus games the were done this was not any free spins

Please clarify your question in more detail.

I wasn't planning the free spins bonus games I was just playing that slot I should have gotten the full amount and you said I received $75 real cash and I didn't look at the screen shots

And why couldn't I just win more bonus money why didn't I get $1200 bonus money I won more than $70 playing that game see screen shot

I also draw your attention to the fact that you played the game due to the bonus - Power of Merlin Megaways MaxW TOP5. The winnings were credited to your real balance. We recommend that you familiarize yourself with the terms and conditions of the bonus before starting to play for it.

Tell me, please, can I be useful for something else?

I did and I won the money due to depositing money not just the bonus are you even reading my questions

I didn't even get the amount started in the terms

Please give me an email so I can escalate this situation

You

I didn't even get the amount started in the terms

Please clarify what bonus amount we are talking about, as well as what bonus?

Holy shit read back how is this so hard for you to understand I won $1200 and didn't get the max cash out of $70 real cash

Please give me an email so I can escalate this

The winnings were credited to your real balance. You can contact us at our email: support@slotscity.com

Tell me, please, can I be useful for something else?

Also I was not playing bonus free spins as the support person said and you can tell because my bet was $270 and free spins don't let you bet

Thank you for your reply, Kezlor. Do I understand correctly that you played with an active bonus? Could you please clarify which bonus you redeemed? If possible, please post a link or promo code you used to activate the bonus here in this thread. Also, please post a screenshot of your bonus history.

They don't have bonus history this was the bonus that was active

Here is some history that I could find

I am sorry, but if you played with a no-deposit bonus which has a maximum cashout limit, the maximum you could win from this bonus was indeed C$70. So even if you won much more, you would only be entitled to the maximum of C$70.

However, do I understand correctly that the casino didn't credit these winnings?

If you look at my history, I won more than $70 a few times. My last win before my big win was $270 and I was allowed that win yes, you're correct. They did not pay me my $70 cash out, but they also let me win lots of times before, so it doesn't make sense.

Thank you very much, Kezlor, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, Kezlor,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Slots City Casino UA's representative to join this conversation and participate in the resolution of this complaint.

Dear Slots City Casino UA team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the disputed winnings been confiscated? Were the disputed winnings won after the bonus wagering requirements were met, or they were accumulated earlier, during the time the bonus was still active and before the wagering requirements were met? Do I understand correctly that the player played or is used to playing with no-deposit bonuses without making real money deposits? Did he make any real money deposit(s) to the casino in the past?

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

Can you please provide me with the player's game logs and transaction history?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

One update I would like added is this was not a no deposit bonus this was a free spins with deposit bonus and I used real money to play

I was in contact with the casino recently, and this is the casino's explanation:

"Dear Community,

Before we dive deep into the case we'd like to say that we value each customer and appreciate each feedback, so this case was escalated to the senior specialist of our customer care department to get it investigated.

As per logs, we can see a guest with the nickname Kezlor made a deposit of 20 CAD on 27 October and activated a bonus to the Reload club for 4.60 CAD. During the game player used their deposit in full and the game switched to the bonus cash that the player won back and money was transferred to his balance in total of 70 CAD.

The player was playing the game on October 28 and October 29, activating another bonus to the Power of Merlin club for 5.48 CAD. During the game, the player increased their balance up to 243.67 CAD and then dropped it back to the bonus balance.

With a balance of 32.23 CAD on bonus cash, the player made a new deposit on 29 October for 20 CAD, but after placing a bet in the amount of 29.61 CAD (which exceeded the balance of real money) the game continued on the bonus money. Then the player has played the bonus back. The last bet from the bonus account was in a total of 270.00 CAD and pleased wager terms so the player received 60 CAD to his real money balance according to the bonus policy. Additionally, the player had activated a bonus which is "Reload 15.50 CAD", so the balance made up 75.50 CAD in total.

Based on all the above the company has paid all obligations in full and there's no financial issue as announced.

As a goodwill gesture, the company allow the player an additional bonus 50 FS to cover any possible matters related to this case

and wish him the best of luck and enjoy our product in full."

Dear Kezlor,

Does this explanation make sense to you? Does it describe the situation sufficiently?

If anything happened differently according to you, please, clarify it in detail.

Since there is still ongoing communication between me and the casino representative outside the thread, in the meantime, I will ask them to provide me with supporting evidence and additional details.

Dear Kezlor,

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

No this doesn't make sense to me. They don't even mention my big win. They say that they paid me certain amounts of money but based on my screenshots I didn't receive that amount of money. Why wasn't I allowed to use my big win as bonus funds and keep wagering it? Why did I still have a bonus fund amount if my wager requirements were met. I paid twenty dollars of real money and only nine dollars and sixty one cents of bonus money for a bet? so it all becomes bonus money that doesn't make sense. How can they post me as the number one big winner? When actually I didn't win anything Close to the amount they have posted.

That's false advertising.

Dear Kezlor,

According to the explanation from the casino, at the time of the deposit of 20 CAD, you had a bonus balance in your account. It looks like the bonus balance in question was not wagered completely, so the wagering requirements were not met. In addition, your screenshots do not sufficiently support your claims. It is not possible to verify those facts from them.

As it is in most online casinos, players play first with a real money balance (deposited funds). Once it is lost, then they play with bonus funds. So, if you had a bonus balance that was not wagered completely (32.23 CAD), you deposited 20 CAD to your account but made a bet of more than 20 CAD (29.61 CAD), from this moment, your real money was lost and you started playing with the remaining bonus balance. It was not the last bet, and you claimed that your big win was won from the last bet of 270 CAD - so logically later = from the bonus money. As the casino stated, with this higher bet, the wagering requirements were met. Therefore, if there was any maximum cashout amount valid for the used bonus, it was applied at the moment the wagering requirements were met. Thus, your balance should have been decreased to the maximum cashout amount, so there was no reason to leave anything more in your balance or to let you play further. It makes sense.

As for posting you as a winner - unless it was a tournament and a pool prize that should have been divided between the players, it is likely irrelevant information. It is only an automatically generated list of winners. It shows how much it is possible to win in a game, and it does not matter if players play with a bonus or not. It does not change the fact that if you played with bonus funds, bonus rules applied to the winnings.

However, as I mentioned earlier, I asked the casino for more details and specific data to fully review the matter on our side. So, let's remind the casino that we are still waiting for data to support their claims.

Dear Slots City Casino UA team,

Can you please look at my last message regarding the case on Skype and provide me with the requested data?

Looking forward to hearing from you.

We would like to ask the casino to reply to this complaint. We are extending the timer. 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 Kezlor,

This is the reply I received from the casino representative:

"Dear Branislav,

Thank you for your professional and responsible handling of a complaint from one of our top players. 

Dear Kezlor,

Thank you for your brilliant playing, for bringing the problem to our attention, and for helping us to make our online casino better and more player friendly.

Slots City has almost daily promotions where players are offered bonuses. But winnings when betting on bonus funds are limited to the maximum cash out, depending on the deposit made.

Bets on bonus funds and meeting the wagering requirements are possible only when the player's Cash Balance becomes insufficient to bet. Our players can redeem several bonuses at the same time. Then the amount or/and free spins winnings of the first bonus redeemed are added to the player's balance, and the other bonuses are queued.

The current amount to be wagered is specified in the Account section of your Profile (Bonus wagering), in the Balance (Wagering), and the section Bonuses for redeemed bonuses.

But sometimes players get confused about what funds they are betting on at a particular point in time. Because when they place a bet using both their cash and bonus balance, all of the possible winnings will be fully credited to the bonus one. And when big wins happen, it causes players to become disgruntled and frustrated.

Let's go over your game history again for October 27-29.

slotscity.com website uses the time zone UTC +2, so, time lag in the Canadian province of Alberta is 9 hours.

So, on Thursday, Oct.27, at 11:51am, you redeemed a bonus in the Reload promotion. It was 50 FS no deposit on Hit More Gold slot, bet 0.5 CAD, max cash out 70 CAD.

You've triggered all 50 FS and won a total of 4.60 CAD. So, according to the 45xB wagering requirements, you had to bet 207 CAD.

On Oct.27, at 12:09 am, you redeemed one more bonus in the Top 5 Max Wins promotion. You deposited 20 CAD and redeemed 75 FS on the Power of Merlin Megaways slot, bet 0.2 CAD, max cash out 60 CAD.

You've triggered all 75 FS and won a total of 5.48 CAD. So, according to the 40xB wagering requirements, you had to bet 219.20 CAD.

After you run out of the 20 CAD you deposited into the account, you started to complete the wagering requirements for your 1st bonus (Reload), which you met at 13:07 am with won a total of 363.56 CAD, and your Cash Balance was credited with 70 CAD (max cash out).

At the same time, your Bonus Balance had been reset and credited with 5.48 CAD of winnings with your next bonus, 75 FS in TOP 5 Max Win. 

Then you stopped the game, you played for bonus free spins a few more times, you topped up your account, and on October 29, at 10:35 am you made a bet of 29.61 CAD, which exceeds your Cash Balance, and the game goes back to bonus funds.

At 11:50:19 am you bought 10 FS in the Power of Merlin Megaways slot for 270 CAD, which counted as a bet from your Bonus Balance, because there were insufficient funds in your Cash Balance at the time. Thus, you met the wagering requirements (in this case it was 219.20 CAD) and hit a sensational Mega Win of 1,149.03 CAD. What a brilliant game!

But because you played with the bonus funds and only spent 20 CAD to redeem the bonus, only 60 CAD was credited to your Cash Balance, this happened at 11:53:20 am.

You have our deepest sympathy. You will be credited with a very nice bonus in the near future. And we are always happy to see you at our online casino.

As for us posting your bright winning – it's true. In the TOP 5 Max Wins promotion dated November 8, 2023, you deservedly took the top spot. Even though you played with bonus funds, it was your win!

The posts about this promotion, with your nickname in first place, can still be found on our Facebook page, in our Telegram channel, Viber and WhatsApp (for those who were subscribed to our group at the time)."

Is it please already clear to you now?

I will try to add a few more details to clarify it.

During your play, you redeemed bonuses (Free Spins) several times. Whenever you won something from any FS, the winnings were waiting in your account in a queue, from oldest to newest. So, every time you lost your real money balance or made a bet higher than the remaining real money balance, and any bonus winnings were waiting in your Bonus Balance, you started using bonus winnings to play. Therefore, specific rules for the specific bonus from which the used winnings were accumulated were automatically applied to any winnings.

Unfortunately, the provided data completely confirms the casino's claims. As was mentioned, at the time you made the bet of 270 CAD, you already played with Bonus funds. Your total balance was 52.23 CAD (your deposit of 20 CAD + the winnings from the previously used bonus funds of 32.23 CAD). So, when you made a bet of 29.61 CAD, you automatically started playing with bonus funds, and bonus rules applied to any further winnings gained. The disputed winnings of 1,149 CAD were won after losing the deposited real money of 20 CAD. There was a maximum cashout of 60 CAD for these bonus funds, which was applied, and 60 CAD were moved to your real money balance (+ there was another bonus of 15.50 CAD).

You can see it in the screenshot you provided above. The balance shows real money balance and bonus funds, while the "Withdrawal" amount is the real money amount. It means that if you (for example) made a bet of 60 CAD at that point, you would automatically lose your real money of 56.40 CAD ("Withdrawal") and start playing with bonus funds. So, the Bonus rules would apply.

However, as I can see in the screenshot, it is very likely players see the total balance including bonus funds while playing games, so it could be a bit misleading for them to see all the funds "mixed" together, indicating the entire balance could be only real money funds. It is not an ideal or very user-friendly solution.

I asked the casino representative for a few more details, and currently, I am waiting for their answers and clarification. Once I have all the requested information and details from the casino, I will try to discuss the case internally with the team and will provide you with the outcome directly here.

I am setting the timer for the casino to keep track of the processing time.

Thank you for your patience and understanding.

Ok, that all makes sense But it's not accurate when it comes to my real cash balance. It is a little unfair and upsetting Because that bet was made Partially with real money, Because you think you win a bunch and you don't. But that is your rules, but as you can see in the screenshot. And this is what I told the online chat support. And what you can see in my previous post here is I was not paid $60 real money and the screenshot Shows I only have $54 Of available funds to withdraw. So I was not paid the $60 that you are talking about. And I had mentioned this to chat support. I also was not paid $70 in real cash balance that you previously said from the previous bonus. Because if I had I would have $70. Real cash bonus plus my $20 deposit that I made. And the math doesn't add up from what you're saying In regards to my history. Because from what you're saying. I should have received $70 plus $60 In real cash money, and that is not the case. Why is there no way to see transaction history of what money goes into real balance and comes out? So in the future I'm able to verify this for myself and there will be no misunderstandings. Please clarify or show me documentations that shows the money coming in and out of my real cash balance available for withdrawal.

Dear Kezlor,

For some unknown reason, the casino does not reply in the thread, so I would like to provide you with news.

After gathering all the necessary information and also having an internal discussion with the team, unfortunately, we decided to close this complaint as unjustified - considering your play history and that everything was explained in detail above, we do not see any wrongdoing on the casino's side. The casino acted correctly and always, its system amended your balance in accordance with the rules applied based on the type of your balance or bonus winnings. In addition, I also tested it at the casino myself - the details of the balance are easy to check by clicking on the "Balance" button, where it is clear what is the real money balance, and what is the bonus balance. Your screenshot above confirms that you were aware of that.

I am 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. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that the casino is regulated by. In case of any questions, feel free to write to me at branislav.b@casino.guru.

As for more details or game logs - we do not have permission to share anything provided by the casino, so I strongly recommend you ask the casino Customer Support directly about it. They should not have a problem to provide them. If it is a problem, the gaming authority should help you.

Thank you very much, Slots City Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru

EDIT: Adding an additional response from the casino directed to the player, provided after the complaint closure:

"Dear Branislav,

Thank you for your job and genuine desire to get to the bottom of the issue.

Dear Kezlor,

We are very sorry that such a vivid and memorable winnings happened to you while playing with bonus funds. Honestly, it is in your case, for many reasons it would be more favorable to us for you to be able to get it.

But the rules are the same for everyone, they are implemented in the online casino algorithm, and the staff has no influence on them.

So no more numbers, just explanations.

Seamless Gaming Experience

Our casino has a technology that allows players, even for a small deposit, to extend their playing time with the possibility of real winnings. For example, deposit 20 CAD and win 60.

In the T&C of each bonus is now specified, in particular, the maximum cash out, and where you can see your redeemed bonuses (Account section of the Profile, Balance, Bonuses).

Each player can simultaneously redeem any number of bonuses – both deposit and non-deposit ones.

Thus, in this case, the player claimed 5 bonuses on October 27 and 29 – 3 NDB and only 2 deposit ones.

We strive to provide players with an enjoyable, smooth, seamless gaming experience and avoid unnecessary intrusive messages of any nature.

All required information, financial history is available on the player's profile. You can cancel any bonus at any time. On request, we provide additional data on bonuses on a 24/7 basis and provide necessary explanations.

How it Works

Each user has two balances.

1. A Cash Balance, which may contain:

• deposits made; 
• winnings from bets fully placed from the Cash Balance;
• bonus amounts, up to the maximum cash out limit, after wagering requirements have been met.

Any amount from the Cash Balance can be applied for withdrawal at any time.

2. Bonus Balance, which may contain:

• the amount of the cash bonus redeemed first in line;
• the amount of match bonus, redeemed first in line, within the maximum bonus setting; 
• winnings from free spins redeemed first in line – no limits;
• winnings on bets placed from the Bonus Balance, or combined from the Bonus and Cash Balance.

Bonus Balance funds cannot be directly withdrawn.

Once the wagering requirements have been met, the amount of winnings, up to the maximum cash out setting, is transferred to the Cash Balance, the remaining amount in the Bonus Balance is reset to zero, and the Bonus Balance is credited with the amount and/or free spins winnings of the bonus redeemed second in line. Then third, forth, fifth, and so on.

Another point familiar to many casinos. First, you place bets with funds from the Сash Balance, and when it becomes insufficient for bets, you can bet from the Bonus Balance.

And one more thing, the games present the user's total balance – of both Cash and Bonus one (namely the balance of the first bonus in line). Thus they see the total amount they can count on to bet. 

It may be complicated, but it is transparent and fair."