Slots Ventura Casino - Player's withdrawal was denied.

Good day, on July 12th of this year, I withdrew 36,000 MXN from Slot Ventura casino. Initially, I won 15,000 MXN, and over the course of a few days, I continued to bet. My balance dropped to approximately 8,000 MXN, but I kept betting until my winnings reached 36,000 MXN. I initiated the withdrawal process and was asked to provide the necessary documents, such as ID, bank statement, and phone number, which I promptly submitted. On July 15th, I received a message confirming that the verification process had been completed and the withdrawal process had begun. However, today, July 18th, I received another message stating that the withdrawal could not proceed because bets exceeding 30% are not allowed. This does not apply to my situation as I did not play with any bonus; I made my deposit without a bonus. Could you please assist me? I find it unfair that they are trying to invalidate my withdrawal. I played fairly, and it was purely luck that I won. I look forward to your response.

Dear Rxlpz981,

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

10.3. It is prohibited to place total bets equal to or greater than 30% of the value of the deposit currently in play. Acquiring an in-game Buy Feature to trigger free spins for a buy-in cost equal to or over the 30% max bet limit is considered irregular play.

Could you please clarify how much was your last deposit? Did you buy any in-game features while playing with this deposit?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

I would like to emphasize, that according to our Fair Gambling Codex, we consider imposed maximum bet limit to be unfair and predatory when it’s applied to a real money game.

Looking forward to hearing from you.

Best regards,

Kristina

My deposit was 100mxn on July 7, I was playing with a bet of 15mxn in the free spins round in the 3HOT CHILLIES game, I won 15,000 by collecting all the balls, with that profit I continued playing, for several days, I lowered the bet and I raised it again until it reached almost 40,000, I withdrew the 36,000 and played the rest. Do not place bets greater than 30 or 40 pesos on any game. I have no way to check it since when I want to take a screenshot of my game history, I cannot access days prior to July 15

There is no doubt that the only thing this casino is looking for is not to pay based on bets that are not reliable to begin with since you cannot access the game history, first they told me that I had exceeded my bet in the game GOODDESS OF EGYPT AND 3HOT CHILLIES with date 12/7/2024 I will leave the capture that they sent me, the bet 1500 1600 is very high, which I imagine is 15 and 16 pesos, unless they are taking it as 1500 and 1600 pesos, which would be too much and of course I did not make a bet so much money, that was the first message why the withdrawal was canceled and a while ago they sent me another message where the irregularity was in the game 3 CHINA POTS bet of 50 on 7/10/2024 at 17:02 :56, giving rise to doubts about the veracity of said irregular bets, as long as both the player and the casino do not have free access to the history, it is more than clear that they take these types of "terms" solely and exclusively to avoid paying the winnings. Not only are they going to have selfish profits to enrich their pockets, you also have to give opportunity to those who place bets. It doesn't seem fair to me that just for not paying they have to lie and make one of the players feel guilty when they are the ones who don't have the seriousness to play fair. Wait

Thank you very much, Rxlpz981, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.  

Hi Rxlpz981,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Slots Ventura Casino to the conversation to participate in the resolution of this complaint.

Thank you very much for your kind attention Kristina. Hello Peter, good evening, I will be on the lookout for whatever is required. Thank you very much for taking my case.

Hello, good morning, I'm still waiting for any news. From what I see, the casino has not been able to respond. In the event of a refusal, how do you proceed?

Dear Peter

Replying the complaint submitted by a player (ID: Rxlpz981

Player e-mail: Rxlpz981@gmail.com), concerning the withdrawal issue at Slot Ventura Casino.

After reviewing the player's account and activities, we have identified the following key points:

On July 8th, the player deposited 100 MXN and then received Comp Points equivalent to 26.46 MXN.

The player began placing bets that day, and the following significant bets were recorded:

Bets on "Goddess Of Egypt":

1500 MXN

1600 MXN

2000 MXN

Bets on "3 Hot Chillies":

2100 MXN

2100 MXN

According to Clause 10.3 of our Terms and Conditions, it is prohibited to place total bets equal to or greater than 30% of the value of the deposit currently in play.

The player’s bets exceeded this limit, qualifying as irregular play under the casino’s rules.

Additionally, Clause 10.4 enforces a maximum bet limit when a player uses Comp Points, which was also violated by these bets.

Slot Ventura Casino is committed to ensuring fair play and compliance with our terms and conditions.

Consequently, the violation of the maximum bet limit necessitated the actions taken regarding the player's withdrawal.

We appreciate your attention to this matter and your support in maintaining fairness within the online casino community.

Please let us know if you need further clarification or additional information.

Best regards

I did not bet these amounts, in fact they are exaggerated, in fact I did not have a profit high enough to bet that way. But in the end I have no way to verify it, I hope that at least you have been given some type of history of my bets where said bets are verifiable. Thank you very much for taking the time

Dear Slots Ventura Casino team,

Please send the player's game history to my email address (peter.m@casino.guru) and mark the overbets, and highlight the comp points play if not specified in the file. Thank you.

Dear Peter,

Requested email is sent.

Let us know if anything more is required from our side.

Regards

Dear Slots Ventura Casino team,

Thank you for your email. I may need a little help with the timeline here. If I understand correctly, this is what happened:

On 8.7.2024 4:07:44 the player made a deposit of 100 MXN and won 16560 MXN, made several withdrawals that were later cancelled

On 11.7.2024 1:57:00 the comp pointed were redeemed with a balance of 51,96 MXN and pending 20000 MXN

11.7.2024 3:52:39 the player cancelled the 20000 MXN withdrawal, made a new one of 19000 MXN and 1000 MXN was left in the account together with 26,64 MXN balance from the comp points

The winnings overbets occurred while playing with this balance.

Later there were several further withdrawals made and for some reason they were cancelled.

Last withdrawal was rejected

Do I understand correctly that this is about mixing real money funds with the comp points funds and therefore the bonus conditions applied? Were the comp points played and the winnings turned at some point into real money? If so, when exactly did that happen?

Dear Peter,

Thank you for reaching out again. We are more than happy to assist in reviewing this case.

We found that over bets were made at various stages, particularly when breaking down the history according to the withdrawal requests. After the player made her initial withdrawal request of 16,560 MXN and continued playing with the rest of the funds, she placed bets that exceeded her deposit amount. For example, the bet of 200 MXN (Round ID: 1720478076073001) is one instance, and there are several other bets exceeding 30% of her deposit.

Subsequently, the player canceled her initial withdrawal and continued playing with the balance, which included the mentioned over bets. As a result, the balance she started playing with was already impacted by the previous irregular bets, combining the remaining balance from the irregular gameplay with her canceled withdrawal funds. She then placed additional over bets, such as the 250 MXN bet (Round ID: 1720592686425001).

To address your last concern, the player also placed over bets after redeeming comp points.

It is important to note that the max bet rule is not limited to bonus terms but applies to deposits as well, as clearly stated in our T&C. You can find this under General T&C >> Betting Rules 10.3, which prohibits placing total bets equal to or greater than 30% of the deposit currently in play. Additionally, acquiring an in-game Buy Feature for a cost equal to or exceeding the 30% max bet limit is considered irregular play.

Therefore, even in the absence of comp points, the player has violated our T&C by placing bets higher than her deposit amount would permit.

We hope this clarifies the situation. Should you have any further questions or require additional assistance, please don't hesitate to reach out.

Thank you.

Best regards,

Dear Slots Ventura Casino team,

Applying the maximum bet rule to real money funds (non-enforced by the casino software) is unacceptable. This rule is predatory and only serves as a trap for casual players. If it was only applied to bonus play, it would be a different story, however, we can't accept confiscation of funds in this case.

Good morning, Peter, I sent you by email all the requests for each withdrawal I make. From the INITIAL AMOUNT of 15,800mxn on 07/07/24 to the last of 36,000mxn on 12/07/24, there are 50 requests. I will be waiting for your response, I canceled repeatedly for amounts mostly of 500mxn or 1,000mxn, I mention this to you since it would be impossible to place any bet greater than 1,000mxn or any amount greater than this, as commented by the Casino staff about my supposed bet of 1,600mxn and clarifying another lie, the First Withdrawal Amount I made was 15,800 not 15,600 as written.

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 Rxlpz981,

Unfortunately, I didn't manage to convince the casino to pay you your winnings as it stopped responding. 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 could help to change the casino's approach. If the casino decides to reconsider, 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,

Peter