Slots Plus Casino - Player’s winnings were capped during withdrawal process.

I have requested for the second time a withdrawal attempt. The first time they only mentioned I needed to wager a bit more to be able to withdraw and that was the reason they had declined a withdrawal of 1800 USD then and for the second time has been declined but this time the casino capped my winnings from 3000 USD to 125 USD because of a bonus rule that is nowhere to be found publicly, so I requested detailed records that backed up their decision and they haven’t provided me with any logs or links related to their vague explanation of the broken rule.

Here is the email communication with the casino and their neglecting attitude towards a second revision of my account and their lack of cooperation to provide me with official records of the reason or published "broken"rule.

Dear dralililopez,

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.

Could you please send me the link or the screenshot of the bonus you took? Was it a deposit bonus, or a free, no-deposit bonus?

Could you kindly confirm if you passed the KYC verification?

Have you made any successful withdrawals before?

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,

the answer to your questions are:

1. The bonus they talk about is a Password needed Tournament that I buy in for free however I bought add-ons for it and won the first place that was worth 100 USD and in their T&C’s it says that all free tournaments are considered bonus and the bonus T&C applies however on those T&C they are not real caps of how much one is allowed to withdraw from any specific tournament like a list or exclusive public information about that specific tournament anywhere online!
2. Yes my account is verified. I have a habit of verifying my account before playing on a casino.
3. No, is my first time playing here and trying to withdraw.

thanks for your help and time.

Dralililopez

Could you please send me the screenshots of the tournament along with the Terms and Conditions that applied for that particular tournament?

Hi Veronika,

that is the problem that that tournament has been deleted and I asked to the casino for those rules several times and they didn’t provide me with that specific information I only have some screenshots but nothing where it says specific information about it, it was just like score tracking…

Thank you very much, dralililopez, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.

Thank you!

Hello dralililopez,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on the matter.

We would like to invite Slots Plus Casino to join the conversation.

Dear Slots Plus Casino,

We kindly request additional details and the terms and conditions relevant to the tournament in question, specifically regarding any potential maximum win restrictions that you applied to the player's winnings.

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.

Dear dralililopez,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal

Casino Guru