Slots.lv Casino - Player’s winnings have been cancelled.

I decided one boring evening to try out online casino gambling. I play in person at casinos maybe once to twice a year, not often. So I opened up an account on slots lv, I played for awhile, decided screw it, I gotta play through the 40x or whatever it was, so I upped my beg a few times. We’ll I won, then kept winning. Close to around $19,000. They promptly but a ban on me ever reviewing bonuses because "bonuses are for beginner players. We have detected that you are a globally skilled player therefore you may not use any bonuses in the future." Ok what?? A globally skilled player?? On my first night?? Yea sorry that’s not me, I just got lucky. We’ll I got bounced around from chat on hold for 45 minutes to emails where they finally said "it appears you got our response to your question so this case is closed" I never got any answers from them! I think this is absurdly unfair practices!

Dear dvhf9jvkyv,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their assistance in resolving this issue, but, before we do so, could you please advise which games you have been playing (live games, slots, or multiplayer)? Do I understand correctly that you accumulated your winnings with an active bonus?

I have checked the general bonus terms and conditions, and this is what I found (here):

"11. Unless stated otherwise on the specific bonus landing pages, all bonuses have a max bet restriction relative to the deposit amount. Failure to adhere to this ‘max bet’ rule may result in account closure, forfeit of the Bonus and any winnings generated during the wagering of the Bonus.

Any wagers using deposited funds or bonus funds prior to bonus completion are subject to the following maximums:

Casino max bet per wager - 20% of deposited amount"

Since you suggested that you have upped your bet a few times, I'd like to ask you how much was your active deposit and if you are aware of placing any bets that would be greater than 20% of the deposited amount while completing the bonus wagering requirements.

I hope, we will be able to help you resolve this case as soon as possible.

Best regards,

Petronela

Dear dvhf9jvkyv,

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.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.