SlotsPalace Casino - Player facing betting limitations after winning.

This platform blocks you with restrictions when you earn money with the bonus, they have a promotion with the bonus of 100 euros of deposit, 100 euros of free bonus and after making x6 for both, that is, 1200 of the amount wagered, you can withdraw your bonus. I have currently won about 500 euros between bonus and real money but they have blocked my account at 10 euros the maximum bet so that I cannot bet. I have told this to his live chat but he tells me that it is the merchant's decision and this cannot be changed, that is, when you lose money, nothing, but when you win with the gift bonus. They block you without any explanation just for the fact of making money.

Dear sisi1060222096,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SlotsPalace Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

Do I understand correctly your winnings from the bonus were paid out?

Do I understand correctly you currently cannot bet more than 10€ per game round in any game in the casino?

Thank you very much in advance for your reply.

Best regards,

Tomas

I pay the winnings but to be able to withdraw them I have to bet an amount of x6 and betting 10 euros when you can make x6 and be able to withdraw your bonus?

I am not sure I understand the issue.

• Could you please advise if you completed the wagering requirement for the bonus?
• Are your winnings withdrawable?
• Were there any limitations put on your account?

I have met the wagering requirement already, and have applied for the withdrawal. I requested it yesterday and I still don't know if I will be able to withdraw or not, but in any case, how can you limit me only by earning money because I have read the terms and conditions that they put but I have not done anything so that they can limit me.

Thanks for the update.

Please let me know if you need any assistance with the withdrawal, or when your winnings reach you.

Please note we accept the situation that the casino restricts or closes a player's account for any reason, provided the casino doesn't withhold the player's winnings. We, unfortunately, can't help in the situation when the casino restricted the maximum bet you can make to 10€, even in real money play.

I'll await your reply.

Dear sisi1060222096,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.