The player from Germany had complained that the online casino's customer service had provided different explanations each time regarding why their two large winnings were not credited. The player had sent numerous emails inquiring about the issue but had not received a response yet. The player insisted he had played using his own money, not bonus funds, and accused the casino of stalling. However, the casino maintained that the player had breached their terms and conditions by delaying game rounds, a strategy that is generally prohibited. After reviewing the evidence provided by the casino, we concluded that the player's complaint was unjustified due to a breach of the casino's terms and conditions. The casino's decision to withhold the player's winnings aligned with their policy.
SlotsPalace Casino - Player's winnings disappeared without explanation.
Amount: €1,099
SlotsPalace Casino
Safety Index:Above averageUnjustified complaint
REJECTED
Case summary
Every day I hear something different from a customer at Live Support. At first they said my money had been credited. Another one said I had activated a bonus, but I didn't have any active bonuses at that time. Another one mentioned it was a system error and the next one insisted that I had delayed the round, which isn't even prohibited! It's clear from the images that two large winnings were not credited, but rather they just disappeared into thin air. Then they always say that the relevant department will be asked. Or they suggest I should send an email. I've already sent some emails but I never receive a response. The pure deception when it comes to large winnings - the two winnings simply evaporated!
Dear myrulez,
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.
- Could you please explain if you delayed rounds in one or both of the winnings bets?
- Could you please explain if you played with an active bonus and when was the wagering of the bonus complete?
- Please send me the responses you received from the casino regarding the issue to my email at tomas@casino.guru, alternatively, you can post screenshots here.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.
Best regards,
Tomas
Good evening,
Regarding point 1: I did a hunt that doesn't violate any of your guidelines, I even asked streamers who are active on your platform
Regarding point 2: I didn't play with an active bonus, which I have to explain to an employee every time in your live support and I deposited RAW
Regarding point 3: I didn't take any screenshots with your employees, but I have screenshots of my winnings with all the data you need to be able to understand it. The pictures are in the appendix
2 pictures show the amounts and one picture shows the winnings after the free spins, which then disappeared into thin air and were not booked over
Kind regards 
Could you please explain what you mean by a 'hunt'?
Could you please forward any relevant correspondence regarding the issue you received from the casino to my email at tomas@casino.guru?
Yes, of course. It means when you get free spins close the game and then play another game. The player decides for himself when he wants to open the free spins promptly.
If you accumulated value on a slot game with bonus money, and then later continued on the same slot with a real money deposit and won, that we would characterize as delaying rounds.
This practice is prohibited in online casinos because the player gains an advantage over the casino. In such situations, we don't think it's unfair if the casino refuses to grant such winnings to the player.
Please let me know if I understood the situation correctly, or if this represents a different situation altogether. Depending on your answer, we'll attempt to help you.
I'll wait for your reply.
It wasn't a bonus but rather your own RAW money. I am always accused of having a bonus active, which is not true. Especially every streamer on Twitch, Kick etc does exactly the same thing 😉
It's also interesting to mention that I was supposed to receive replies to my emails shortly, which wasn't even the case.
I wrote emails on the following days and never received a response:
01/16/24
01/18/24
01/19/24
02/02/24
Although those in live support always tell me that this is being processed and an answer is on the way. For me it's just stalling to distract from my money, which they refuse to give me because they're making it up with the bonus.
It's also interesting that a new scam is now coming from them in Live Support... now the same game twice
the support says the following:
Dear Customer,
We would like to inform you that we are currently experiencing a higher number of inquiries, which has resulted in a delay in our response time.
Rest assured that we are actively processing all inquiries, starting with those made before you contacted us. If possible, could you check back in about 60 minutes for assistance?
We thank you for your patience during this time.
I did it again after 60 minutes and then the exact same answer came again, even though there were only 3 in the waiting queue.
and then on the third attempt I got this as an answer:
The responsible team checked the round and there was no win, since this has already been checked we may not be able to do anything.
I feel ripped off
Thank you very much, myrulez, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@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.
Hello myrulez,
I'm Michal, and I have taken over this complaint. Upon reviewing this case, it's important to note that while we generally believe that players using real money without a bonus should be allowed to place bets as they like within the system's parameters. However, as my colleague Tomas mentioned above, the strategy you used does look like a delayed round technique and, as such, is not remitted in any casino to my knowledge. Nevertheless, it would be optimal for the casino team to furnish additional information regarding the grounds for confiscating your winnings.
I will contact the casino to shed more light on this matter.
We would like to invite SlotsPalace Casino to join the conversation.
Dear SlotsPalace Casino,
Could you kindly provide us with the reason behind your decision to confiscate the player's winnings?
Dear Michal,
Thank you for contacting us.
We would like to inform you that we checked the customer's bet ID and indeed the game rounds were delayed and this breaches our following terms and conditions:
7.19 It is strictly prohibited to engage in any promotion abuse. This includes, but is not limited to:
- playing games with an active bonus to build up value, converting the bonus and then cashing out the accumulated value afterwards – for example by starting and delaying a game round, bonus feature, and completing this after meeting bonus wagering requirements, losing a bonus or with a subsequent deposit;
- other strategies, taking advantage of any software, bug or failure, or participating in any form of activity that we, in our sole and absolute discretion, deem to be abusive.
Therefore, the winnings were not credited. We sincerely appreciate your understanding!
Please let us know in case you have any further questions.
Best Regards,
SlotsPalace
Thank you for your prompt response, SlotsPalace team.
To verify, the player stated they did not claim any bonus and played exclusively with their real money deposit. Can you please confirm that?
Dear Michal,
We would like to clarify that the player placed bets with bonus funds and once he gets the winnings from delayed rounds, he continued playing from his real funds. However, the system tracked the activity and the winnings remained uncredited to the customer's balance.
Should you have any further questions, please do not hesitate to contact us.
Best Wishes,
SlotsPalace
Thank you for the clarification, SlotsPalace team.
Please forward me the player's game log at michal.k@casino.guru
Dear Michal,
We sent you an email with the requested data.
Should you have any further questions, please do not hesitate to contact us.
Best Wishes,
SlotsPalace
Thank you for the email and provided evidence, SlotsPalace team.
Dear myrulez,
We have received the evidence supporting the casino's decision. Unfortunately, after a thorough examination of all pertinent information, we are declining this complaint as unjustified due to a breach of the casino's terms and conditions and bonus terms and conditions, specifically engaging in the delayed round technique while playing with the bonus. The casino maintains a stringent policy regarding such cases, and its actions align with the terms and conditions as communicated by the casino team earlier to you. Such conduct is generally deemed unacceptable at every online casino. Considering the weight of this evidence, we find ourselves in agreement with the casino's decision, as they have acted in accordance with their terms and conditions as mentioned in article 7.19
It is strongly advised that you carefully review the terms and conditions before activating any bonuses, ensuring strict adherence to all rules to prevent disappointments similar to this one. We regret that we could not be of assistance in this matter, but please feel free to reach out in the future if you encounter any issues with this or any other casino, and we will make every effort to provide assistance.
Best regards,
Michal
Casino Guru
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