The player from Brazil had attempted a withdrawal from Slots Ventura Casino, which had been denied due to alleged violation of the casino's Terms and Conditions. She had claimed that she hadn't made single bets equal to or greater than 30% from the value of the deposit, which was the reason the casino had given for voiding her withdrawal request. The player had a verified account and this had been her first deposit in the casino, where she had used a no deposit bonus. We had requested additional information from the player, including the exact bonus she had used and her betting history. Despite our repeated attempts to contact the casino, we had received no response. Consequently, we had marked the complaint as 'unresolved', which may have negatively affected the casino's rating. We had recommended the player to contact the Gaming Curacao Authority for further assistance.
Slots Ventura Casino - Player's winnings confiscated for supposedly violating the betting conditions.
Black points: 21
Amount: 556 R$
Slots Ventura Casino
Safety Index:Very lowNo reaction policy, passive regulator
UNRESOLVED
Case summary
Fiz uma solicitação de saque e eles negaram e subiram os ganhos da minha conta.Recebi essa mensagem mais fiquei sem intender o que significa
"Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit amount.
"As part of our regular withdrawal review process, we noticed a breach of our terms and conditions.
Our Terms and Conditions prohibit placing single bets equal to or greater than 30% from the value of the deposit amount.
We have therefore cancelled your withdrawal request, and voided the winnings.
We do apologize for any inconvenience and disappointment, and we invite you to continue playing on our site.
Should you have any questions please reply to this email or contact our customer support via live chat on our site"
Meu depósito foi de R$30, significa que eu só poderia fazer apostas de no máximo R$9?
Não fiz apostas acima desse valor.
Hello RosangelaFS,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots Ventura Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if your account is already verified and if yes, since when exactly? Was this your first ever deposit into the casino? Did you use any kind of bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
My account has already been verified, I don't remember when.
It was my first deposit, yes I used a no deposit bonus.
I contacted them a few days ago, the subject was about my withdrawal being denied.
Hello RosangelaFS,
Would it be possible to forward the exact same bonus you used and your betting history to nikolas.b@casino.guru?
Hello RosangelaFS,
Thank you for the forwarded e-mail. However it do not contain any of the requested information so can you please forward the bonus you used and your betting history?
My play history is very extensive, how can I send it? there are 63 pages
Hello RosangelaFS,
Isn't it possible to forward it as excel or pdf file?
Thank you RosangelaFS for all the information provide. I will now forward your complaint to my colleague Pavel (pavel.k@casino.guru) who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
Hello, RosangelaFS!
Thank you for your patience. Now I will be taking care of your complaint and I hope that together we will resolve the problem.
I would like to invite the casino to give them a chance to explain their side of the situation.
Thank you!
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.
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. 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 might 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. In the meantime, I recommend you contact the Gaming Curacao Authority (info@gaming-curacao.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (pavel.k@casino.guru). I am sorry I could not be of more help on this occasion.
Best regards,
Pavel K
