SlotsRoom Casino - Player’s winnings confiscated due to alleged bonus abuse.

The casino voided the winning for a weird deceptive reason

"Hi Mowes

The Cashier Team have reviewed your withdrawal request and have deemed that there has been a breach of our terms I'm sorry to say

It appears there has already been a successful withdrawal of $3,531.52 from using the WELCOME200 previously,

As your current withdrawal balance was accumulated from the WELCOME200 promotion, the second withdrawal from this promotion is unfortunately void as this promotion can only be claimed either 5x or if there is a successful withdrawal made from this promotion"

First of all this is not what the term said. The term said the following:

"However, if a successful withdrawal has been made from this promotion then welcome package will be discontinued."

The cashier continued to offer this bonus, I didn't claim it manually by typing the code, the bonus was mentioned in the cashier so it was not discontinued as they said . The bonus continued and therefore if anybody to blame for breaching the terms is their system that continued the package deal in the cashier coupons available.

Even if the terms said as they claim that the player can't claim it, I still have a case because their system shouldn't show the bonus in the available bonuses to claim, otherwise you need a lawyer for every bonus code you claim as you have to remember if this specific code you won in the past or not....

But again, I didn't breach any term as the only term they wrote was this package will be discontinued while indeed it continue.

Dear MOWES44,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Do I understand correctly that the bonus is visible on the casino's website for all the players?
• Is it correct that you already profited from a Welcome offer previously?

It's important to note that welcome offers are typically a one-time opportunity, and players generally cannot avail themselves of such offers multiple times. The casino's decision to provide five chances for players to accrue winnings from a single welcome offer is, in my opinion, a generous gesture. Additionally, if the casino has explicitly mentioned that a successful withdrawal from this particular offer will discontinue the bonus for that specific player, it serves as a clear indication that the offer won't be accessible again.

I hope this explanation was satisfactory. Looking forward to hearing from you.

Best regards,

Petronela

The bonuses you can claim are located in the cashier at the coupons section. you just claim the coupon, deposit and play.

In this specific bonus it says in the cashier claimable 5 times .

It doesn't say a word in the coupon details about the fact you can't claim it again after a previous cashout from this bonus offer.

The only place they wrote anything about withdrawal is here:

https://slotsroom.com/welcome-offer/

"However, if a successful withdrawal has been made from this promotion then welcome package will be discontinued."

As you said if the term says the bonus will be discontinued upon cashout. the specifc bonus shouldn't be accessible  by the cashier available codes instead not only it was accessible as an available code it also continue to say in the coupon details redeemable 5 times.

After you claim it 5 times it is being removed by the cashier system so there is no reason that after a cashout it won't be removed.

They know to fix the system to remove the bonus after 5 times, they could also remove it after a withdrawal. not only they didn't remove it , it still showed redeeamble 5 times in the coupon details without any word the player can't claim it after a previous cashout.

At any point of my play I had no intention to abuse mislead cheat any of their bonus system.

It is very not fair and not generous to offer 5 times bonus and then not pay a player although no term says so, it just say the package will be discontinued while it continue.

It says the package will be discontinued but they continue to give it not me.

Once the system accepted a coupon the cashier offered, once deposit made and wagering completed they should pay without doubt otherwise why to offer traps bonuses that if you claim it you won't be paid anyway and no mention about any of the trap terms in the coupon details.

Even when you go to the terms section link I gave above it didn't say a word about the player not allowed to claim it again, it just says upon cashout the offer should be discontinued.

Yes , I managed to cash out 3500 from previous deposit while making the same offer redeemable 5 times.

Yes, the bonus is visible to all players

I have found the bonus on the main page of the casino available for all players (here):

• Could you please advise how much was your last deposit that activated the bonus?
• Could you request and forward your game history to petronela.k@casino.guru, please?

Thank you in advance.

The last deposit that activated this bonus was of $99.1 27 NOVEMBER 2023

There is no game history available but there is transaction history which I am going to send to your email in a moment

Thank you for the clarification. Would you mind verifying if you can request your game history and share it with me when you find a moment? This would greatly assist us in examining the entire challenging situation.

Hi

I sent the casino an email with a request of the game history thank you

I sent the game log to petronela.k@casino.guru

Regards

Thank you very much, MOWES44, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Hello MOWES44,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

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.

Hello MOWES44,

I've reached out to the casino representative via Skype. Hopefully, the lack of response is due to the holiday season. I'm extending the timer by another 7 days.

Apologies for any inconvenience caused.

Hi Mowes, as previously mentioned to you, the offer does state the following...

"However, if a successful withdrawal has been made from this promotion then welcome package will be discontinued."

If you are unsure of this then casino support would have been on hand to help in any way possible before making further deposits with the welcome offer coupon code. I believe our staff have already been through this with you.

As I previously mentioned to you directly, discontinuing the coupon after a win is a manual task done by human hand on our side. Ending the coupon after a specific number of uses is set in the coupon itself. It will auto 'discontinue' itself in this case, but not from a win. Having not been privy to the situation as it happened, I would assume that the deposit was made before the coupon was manually discontinued. For this all I can do is apologies for any inconvenience caused.

With that said, the term is clearly stated, that if you win from the welcome offer, no further welcome offers are permitted. I understand you trying to interperate this differently due to the win, but the terms are in place and unfortunately, no player can win more than once from a Welcome Offer.

Our Customer Support team did email you on the 4th of December, explaining the reasoning and a reminder of the terms and your deposit was reinstated on your account without the welcome bonus attached.

As this has already been discussed at Casinomeister, the only real help I can offer you is to speak further with our 24/7 Customer Service team.

If you already mentioned casinomeister a senior member said you should pay big time - and he even was willing to bet that I will win the case.

What is the point of having available bonus section in the lobby if the bonus existing there are not indeed available and payable ? you put the player in a lose lose situation.

I have never heard even in complaints I read in the past about a casino offering available bonuses in the cashier and after that saying sorry sir the campaign ended it was there by mistake. it is a joke, a bad joke.

Not only that , the term didn't say that the player can't claim it after he withdrew, and I know how to read terms, the term just say that the promotion will be discontinued - your system has to discontinue it, I am not in charge of continue or not continue a campaign

"no further welcome offers are permitted" this is not what the term says, you are the one who try to interperate  , the term simply says the compaign will be discontinued, it is an action you should do and you admitted that by saying before that you didn't remove it on time..."I would assume that the deposit was made before the coupon was manually discontinued"

And please keep in mind that the available bonus also indicated available for 5 deposits, this message was there when I claimed it, what can be more misleading than that ? it is a shame to my opinion you used this excuse not to pay

You wrote "With that said, the term is clearly stated, that if you win from the welcome offer, no further welcome offers are permitted" ......"I would assume that the deposit was made before the coupon was manually discontinued"

It can't be a timing issue as you said because I checked now over a month after the withdrawal and I can still see welcome offers in the coupon section of available bonuses to claim. So again it is an issue of me unlucky to claim it before you manually remove it, the welcome bonuses are still there available.

Type correction " So again it is an issue of me unlucky to claim it before you manually remove it, the welcome bonuses are still there available"

 Should be: So again it is NOT an issue of me unlucky to claim it before you manually remove it, the welcome bonuses are still there available and therefore saying that these codes were pending removal is not true

Hi Mowes44, it's weird that you can still see the welcome promotion. Please can you provide me a screenshot of this as it is something we'll have to request support for from RTG/SpinLogic.

We've checked your account this end, and the welcome offer is 100% excluded and you are unable to claim this offer. If you can provide the screenshot I can get this sorted with software provider. Thanks in advance.

I trust you that I wont be able to claim it but is this the way to run a casino ? How can a player be confident that if he claim a coupon in the available bonuses he will get paid ? And not get the denial of winnings with the sorry we did not remove the bonus on time . Actually we should both leave our current job and open a casino each time the player lose we collect the money and when somebody win we tell him or her sorry we didnt have enough time to disable the bonus . If you still need the screen i would gladly send it to an email

Please send the screenshot in reply to the email you were sent yesterday. Appreciated.

Hi I sent the screenshot. I received a reply from support asking why I sent it, I hope you get it

Don't worry, it's a shared inbox so I'll mentioned it to the person who is dealing with it. Thanks for sending it on.

Upon review, the offer you see here is not the same welcome offer we're talking about. I'll have that removed as that's obviously causing confusion and someone message you directly. But the offer you see there is the table games offer which is redeemable once, not the slots offer that is 5x redeemable.

Dear MOWES44 and Slotsroom Casino representative, I want to express my gratitude for your patience. We have discussed this matter internally and believe that it is not ethical to grant a player a bonus and then revoke it later. According to this reasoning, once a player receives a bonus, it should rightfully be theirs. This situation is especially significant because the casino proudly displays our Fair badge, and we do not view the casino's decision as fair. It is unfortunate that the specific bonus in question must be manually disabled, particularly if it was set to trigger automatically.

The casino cheated me again, the casino cheated me again. not only they cheated they sent wrong information to Casinomeister to Max and he said he will contact Casino Guru trying to convice casino gury that the casino is fair and honest, look what they did this time, it is unreal.

They added a term after I played, wayback machine (I have a screenshot) showing clearly that they added it recently after the 9th of January and they said in the new term the following:

If a withdrawal has been successfully processed from any of the Casino's Welcome Offers, any subsequent redemption will be non-cashable, and the welcome package may be terminated.

This term was missing when I played and indeed was missing even if you go to this link of waybackmachine from 9 of January 2024

https://web.archive.org/web/20240109063842/https://slotsroom.com/info/terms/

Not only the fairness logo should be removed but also they should be go directly to the blacklist for doing it

It is a shame

Hi Mowes, just to clarify this, the term was updated to help make it even more clear for our players, purely based on this one experience you've had.

In an email on January 4th from our Customer Operations Manager, Carl, he stated the following...

"Dear Mowes,I hope this email finds you well.I wanted to address the concerns you raised regarding your recent experience with our casino's welcome offer. I understand that there might be some confusion, and I appreciate the opportunity to provide clarification.Upon reviewing your account, it appears that you successfully made a withdrawal from the welcome offer on the 27th of November 2023. As per our terms and conditions, if a successful withdrawal has been made from this promotion then welcome package will be discontinued, which means you were no long eligible to cash out further on this promotion.

I understand that this may be disappointing, and I sincerely apologize for any inconvenience caused. We strive to ensure that our terms are transparent and clearly communicated, but I also recognize that misunderstandings can occur. We have applied your deposit back to the account to take advantage of any of our alternative deposit match offers so would encourage you to try again.If you have any specific questions about your account or if there's anything else you'd like clarification on, please don't hesitate to reach out. We would like to thank you for bringing this to our attention, and we will review how this is communicated to our players going forward.

Best regards,

Carl

Customer Operations Manager"

The line in bold is effectively the result of the confusion you've had here. This is nothing untoward, just a way of making it even more transparent for our players. Please do not try to twist our actions into something it's not. This email to you clearly shows that Carl said he would review how this term is communicated going forward in order to prevent any further user experiences such as yours, this change was done to clarify and not to deceive.

Please also select one place to continue conversations, posting in multiple places will not get this resolved any faster, it just creates confusion and extra workload going over the same issue.

Oh yea ? why if I breached the terms as you said you added this term only this month ? why ?

If I breached the terms why did you add a new term ? it makes no sense

You added now this term, not only you added it now, Max used this term to judge against me which is a disgrace

Look what you added this month, I have a proof it was added this month

"If a withdrawal has been successfully processed from any of the Casino's Welcome Offers, any subsequent redemption will be non-cashable, and the welcome package may be terminated."

Why to add a term ? why ?

The fact you added a term against me show without any doubt that no term was breached before that

otherwise why to add a new term especially to convict me and also this term was used against me in Casinomeiter to judge against me

You designed a special term that was added now , special because it is a term that was added exactly for my case.

The old term read like this...

"However, if a successful withdrawal has been made from this promotion then welcome package will be discontinued."

This has been modified to...

"If a withdrawal has been successfully processed from any of the Casino's Welcome Offers, any subsequent redemption will be non-cashable, and the welcome package may be terminated."

It's essentially been clarified but it means the same thing, sometimes the evolution of a term is required when edge cases arise, such as this. The wording is very much similar and it means the same thing, just made clearer. This was added to emails (that all players receive), the welcome offer bonus information page and the general terms page for clarity. Each individual bonus have or can have separate terms to the general terms and conditions, which is why this wasn't initially in the general terms. However, when making the update we felt it would also be a good idea to cover it in the Gerneral terms and the specific bonus terms for the welcome offer.

Since the casino launched in May 2021 we have had many winners from the welcome offer and not one time did a case like this happen before. The fact that you've understood the bonus term differently, suggests that the bonus information needs to be updated to be clearer, not to deceive. You were informed that this would be reviewed in the email as stated above, we've simply clarified a term that was already in place for the sole purpose of making it easier to understand for ALL PLAYERS and included it, not only in the terms of the welcome bonus, emails that all players receive, but also in the general terms. Regardless of if it was added to the general terms, it still existed on the site, welcome emails and ther welcome bonus information page with all the related terms.

This is a big difference, this is not clarification, you continue to insist .

Look what you did, you added a new term designed exactly to match my case and it was used against me at Casinomeister and you continue to insist now with the new excuse that this term was a clarification.

why need clarifications ? and also it was not exchanged, it was added as an additional term

What you did shows clearly that a new term was needed to be add and you did it in a very sneaky way, causing me to lose the case in Casinomeister while using a new term, it is a shame, and any honest mediator will see what you did to me and what you will do to other player.

As I said. not only the fairness logo should be taken from you but also you should be blacklisted. No term was broken

I will prove it here to show and make it clear it was not a clarification or an exchange of words but a pure additional term that was added

If you go to the current link of the casino today and scroll all the way down you will see this

SlotsRoom

-Live dealer games are provided by Visionary iGaming software. All tables can only be accessed by real cash transfer available on players account. General bonus terms and conditions will apply to any cash balance accumulated from using promotional bonus offers (e.g. cashback, deposit match etc...). Comp points cannot be accumulated while playing live dealer games. All bets made on live dealer games does not contribute towards wagering requirement.

-If a withdrawal has been successfully processed from any of the Casino's Welcome Offers, any subsequent redemption will be non-cashable, and the welcome package may be terminated.

If you go to the older version and scroll all the way down :

web.archive.org/web/20240109063842/https://slotsroom.com/info/terms/

-Live dealer games are provided by Visionary iGaming software. All tables can only be accessed by real cash transfer available on players account. General bonus terms and conditions will apply to any cash balance accumulated from using promotional bonus offers (e.g. cashback, deposit match etc...). Comp points cannot be accumulated while playing live dealer games. All bets made on live dealer games does not contribute towards wagering requirement.

The new term is not there, it was not an exchange of words it was an added term that was design in order to not pay my winnings, they designed it especially for that and it was even used against me at Casinomeister

My final points on this case. 

You clearly broke the terms of the bonus. A bonus that you stated in your own words over at Casinomeister that you...

"won before from the same bonus and therefore I knew the terms of the bonus"

"The fact I was able to "bypass the rules" and claim the bonus is not a reason to let me benefit from it"

The actual bonus term remains the same, it was re-worded in the same places as it was relating to the welcome bonus, in the welcome email etc. as clearly not everyone understands the term as it was. This is why clarifications are needed and much required in this case. 

The term was also added to the general terms for added clarity and not to be used against you in this case. 

It is unfortunate, due to the amount of money won in this case, but knowing the terms as you do, I don't think you are really surprised that this second win from the welcome offer has been denied. You knew the terms and, you knowingly and willingly "bypassed the rules" to gain further advantage. However, you interpreted them, the rules were there in place before any changes were made to clarify that term. 

As you've raised the case in two places, with the same information being provided to both CasinoGuru and CasinoMeister with differing results, it seems clear that the clarification to the term was required. 

Can CasinoGuru confirm that with the re-worded term would suffice in any further disputes, such as this one going forward. We'll happily listen to any suggested edits if you feel it's still unclear for our players..

The old term read like this...

"However, if a successful withdrawal has been made from this promotion then welcome package will be discontinued."

This has been modified (evolved) to...

"If a withdrawal has been successfully processed from any of the Casino's Welcome Offers, any subsequent redemption will be non-cashable, and the welcome package may be terminated."

"won before from the same bonus and therefore I knew the terms of the bonus"

"The fact I was able to "bypass the rules" and claim the bonus is not a reason to let me benefit from it"

Who knew ? what are you talking about, these are not my words, why you even bring it, it is not my words.

I didn't breach any term, you said yourself it was supposed to manually removed but you missed it and I claimed it before you removed it, the term said at that time:

"However, if a successful withdrawal has been made from this promotion then welcome package will be discontinued."

You agreed that you should have discontinued it but you didn't do so and that I calimed it before you had the chance to discontinue it.

I didn't know of any term I breached not back then and not now, why are you quoting these words ? I never said them and somebody who said them is not telling the truth.

I didn't bypass any of your rules.

Again, you didn't reword or clarified the rule, you added a term that was not there when I played and in addition to that you wrote a totally different term right after I won saying this:

"If a withdrawal has been successfully processed from any of the Casino's Welcome Offers, any subsequent redemption will be non-cashable, and the welcome package may be terminated."

This is not a clarification this is a totally new term , this is not clarification also because it was added to the general terms. it makes the story totally different if this term was there before.

the fact you had to add a term after I won speaks on its own.

Why to repeat a non true fact that I knew about a term and that I breached a term in purpose, how stupid would it be to do it from my side ? why would I do that ? hurting myself putting myself in a no win situation ? is that possible ? why to add these lies why ? I knew ? comeon

Dear MOWES44 and Slotsroom Casino representative,

After discussing this matter internally, we have a different opinion from the casinomeister because our safety index also considers user experience factor. If we were to solely consider this case from a legislative perspective, I believe that the casino would be in the right.

I want to emphasize that it is not user-friendly to offer a player a bonus and then revoke it later. This practice is unfair.

I don't think it would be difficult to implement a software condition where a player who successfully withdraws funds would not be able to claim another bonus from the same promotion. (if you are unable to do this, please consider adjusting the bonuses as we cannot support you in such situations)

Not every player reads the terms and conditions of bonuses, so the casino should strive to make things easier for players. Just imagine how it sounds when you tell a player, based on rule xy from page z, that we will confiscate the winnings from a bonus we previously granted. This is definitely the wrong approach.

Thanks for your support. I told the casino that the last thing I want is to give them the bad publicity, I just want to be paid and I told them that I will continue to run after them until they pay , but this is because they are leaving me no other choice. I would be glad to forget about this case and move on if I get paid.

I believe the casino can enjoy right now the 2 worlds - 1. avoid paying me 2. use your fairness logo in their sites.

If the fairness logo stays there, while I paid the price of their unfairness for $10,000 they didn't pay a penny and why would they ? if they can enjoy the 2 worlds.

(BTW I believe that even from a legislative point of view the casino is far from being right. If the casino was right why did they add another full paragraph in their terms and condition right after I won ? and is it fair to use this new term to judge against me at Casinomeister ? but I am not going to get into this issue when it is obvious that fair they haven't been).

From a customer experience perspective, we fully understand this case is not an ideal situation for either party. However, this is where we find ourselves and steps have been taken on our side (in the processes) to help prevent this happening again in the future. Bearing in mind this hasn't happened before should speak volumes in itself.

That being said, the term, that has always been in place for the welcome offer, has been reworded to make it clearer on the bonus information page as well as being added the terms, as I previously have mentioned. Either way, the term was in place and promoted to all players not just on the bonus terms page, but also in the emails received by the player before accepting the bonus.

We understand that players do not always read terms, and this is why we show the specific bonus terms directly in relation to the bonus being taken. It is a players responsibility to read the terms and understand them before using a bonus code. If there are any questions or concerns raised the customer support team are there to help guide in such circumstances 24/7.

We informed the player first of our intended actions to try and improve the clarity of the term, which is why the term was ajusted (not a new term) to ensure that it's clearer in the future. Additionally, the same term was added across the board in the hope that players will take note of it either on the terms page, bonus info linked to the bonus itself or in the emails. This should also lead a better player experience.

Right now, the software (SpinLogic) does not allow a bonus to be automatically removed once a cashout is confirmed, as this can also lead to further, and greater complications for more players. This is not what we want to happen either.

I believe the steps we've taken to clarify the bonus terms further will help players understand the terms more clearly now. The internal measures we've added will help to prevent another case such as this happening and it will ensure the players overall experience will not be impacted.

In other words you say that the available coupon will continue to show this offer with words redeemable 4 times and you think it is alright now because you added a term in the general term. added not changed . And changed the words of the bonus term . So now you think everything is alright. It just show that even now after what happened you still do not unetstand what Guru said - you can not mislead players telling them redeemable 4 times in the available coupons . Even now you think you can continue . Business as usual . We should all leave our job and open a casino like yours and even enjoy the fairness logo of guru which I hope and even sure that will be taken from you . You never sent me any email or message the terms . We spoke about it . I need to be stupid to know I play against the terms and still deposit . And again the term was added not a change in words look at the wayback machine links I showed before

throwing the blame on Real Time Gaming…the history of cashouts is within the software at account history . Even a 16 year old programmer can adjust the bonuses according to withdrawal history. I would like to hear what RTG has to say about you blaming them on the fault .

Dear MOWES44 and Slotsroom Casino representative,

We will be discussing this case internally on Wednesday again.

Dear Slotsroom Casino representative, can you please inform us where MOWES44 could possibly found the term when he claimed the bonus?

"If a withdrawal has been successfully processed from any of the Casino's Welcome Offers, any subsequent redemption will be non-cashable, and the welcome package may be terminated."

Dear Slotsroom Casino representative,

Have you also considered that when MOWES44 activated the Welcome200 offer for the third time, he deposited $99.1 and received a $198.2 bonus? After several rounds, he won $819, and his balance never fell below $198.2. If real money is used first, technically the winnings originate from real money.

This term is in the welcome email sent to all new players, the website on the welcome bonus information page, the cashier and we have also since added it to the T&C's to be as transparent as possible (after informing the player of this). I'd have to check, but I also think it was mentioned in a chat with the player directly. Also, it was something that was communicated by Carl via email directly to the player.

The term was always there, however it was reworded for clarity after this case. The term wasn't changed, just evolved so it's understood by all players.

The term "If a withdrawal has been successfully processed from any of the Casino's Welcome Offers, any subsequent redemption will be non-cashable, and the welcome package may be terminated." was not there.

The term above was added to the general terms and and as you said replaced the words in the bonus terms that were outside the cashier. in the cashier it just said redeemable up to 4 times. The only term that was back then outiside the cashier is the following:

"However, if a successful withdrawal has been made from this promotion then welcome package will be discontinued."

In the welcome email I can see now the terms were as follow:

Coupon code: WELCOME200

Slots, Keno & Scratch Cards | 40x wagering | Redeemable for first 5 deposits | $10 Max Bet Restriction

1. Welcome bonuses are for new players only and the coupon code must be redeemed before you make a deposit.

2. There is no maximum cash out on this welcome bonus code. However, if a successful withdrawal has been made from this promotion, then welcome package will be discontinued.

All general terms and conditions apply.

So the words were "However, if a successful withdrawal has been made from this promotion, then welcome package will be discontinued." and not the term above that didn't exist back then.

The welcome email is not relevant, who is checking welcome emails, or hidden terms, people look at the cashier and see the available codes and claim them. especially when the specific bonus says in the cashier redeemable 5 times.

Also the term that say it clear was not there, not in the cashier not in the general terms and not in the bonus terms

And Slotsroom Rep, you ignored the interesting point that I would win without the bonus if I happen to deposit without the bonus. The winnings derived from my cash deposit and didn't penetrate to the bonus at any point of my gameplay

The new term after you change the words is related to the player but when you say the package will be discontinued it is related to the casino personal or system to remove the package, the player can't control the package add or remove it continue or discontinue it. The rep agreed it was not clear to all players (that the term is related to the player actions) and the rep agreed they had to manually remove the bonus from the available bonuses in the cashier.

Dear Slotsroom Casino representative,

After internal discussion, we find it unethical to offer a promotion and then revoke it assuming players will read and understand the terms.

If the casino provides a bonus to players, they should be able to use it. Our safety index also reflects the user-friendliness of the casino. Unfortunately, we must highlight that this welcome bonus is not user-friendly, regardless of how clear the text may be.

It is not acceptable to allow players to claim a bonus from which they cannot win anything. If you wish to keep this bonus in its current form, I strongly recommend enforcing the availability of the bonus through software and denying it for players who have already successfully withdrawn from the welcome offer.

Furthermore, considering that the player won using real money (not bonus funds, despite activating it), we support the player in this case.

Our recommendation for the casino is to either modify the bonus or enforce it through software and fully pay MOWES44's winnings.

HI Matej, I'm quite taken aback by your opening sentence here. I'm wondering if you've also misunderstood the offer and how it works? This kind of offer, we have been running for many years without issue, and you'll also see that you've not got another case like this one in your complaints history, with any of our brands currently, which suggest this is an edge case, a one off.

It is 100% a players responsibility to read ALL terms and conditions, especially if they're taking a bonus, and to suggest that we shouldn't assume that players should read and understand them is frankly obscene.

The terms are there to ensure the players understand how the bonus works and what they are entitled to, also what they're not entitled to. This bonus works the same as any of our other bonuses, where players are entitled to multiple offers as part of a welcome package. However, the offer is only "revoked" if a player wins from the welcome package, this would mean they are entitled to their win but no further welcome bonuses may be claimed or used, and if they are, then any potenial winnings would be null and void.

We've discussed this case many times internally, and we're not of the opinion that it's unethical and neither were Casinomeister as it happens. The bonus is there to give players a better chance of winning as well as extending their initial deposit/deposits allowing them more time to enjoy the games that we have to offer.

The player misunderstood/misinterpreted/or maybe chanced their arm on a term that has been in place since day one and continued to use the welcome offer, even after a win. This is the important bit.

As a direct result of discussions with the player and the confusions surrounding this one case, it was decided to clarify the term further, part of it's natural evolution to ensure that terms mean the same thing to all players. In doing this the wording was altered and we've added to more places, away from just the welcome bonus information to ensure that we're giving players the right information, in the most convenient and obvious way. At no point have we invoked a hidden term which would amount to unethical behaviour.

The player claimed a welcome bonus and won. They cashed out a nice sum successfully and this, according to the terms at the time and now, means that they are no longer eligible for any further uses of the welcome offer. It is unfortunately as simple as that. The player showed further confusion in this case suggesting that the offer was still on show for them, when it was discontinued from our side. What they were seeing was a different offer that they were eligible for. I think this shows clear misunderstanding of how the casino operates and how bonuses work, especially for welcome offers. We do our best to educate players and should they be unsure in any way shape or form, we have a 24/7/365 support team in place to help guide players through to avoid any such incident.

I will raise this again internally, but as far as the last conversation was concerned, the decision of the casino was final, and the second win on the welcome offer, will remain void as per the terms.

I did not expect them to pay . My expectation are only from Casino Guru. I paid the price for their unfairness - $9600 . They have to pay a price as well. If Guru continue to give them the fairness stamp why would they pay. They can stiff players and still show the fairness certificate from Cadino Guru. My expectation that the guru fairness symbol will be taken from all of their brands . At any moment i played there was no intention to abuse their bonuses and here Slotsroom totally ignored the fact the winnings derived from my cash balance which is also very unfair. The word being fair is very very far from this brand - they shouldn’t have the wird fair attached to them even for a minute .

Dear MOWES44 and Slotsroom Casino representative,

Tomorrow, we will be having an internal meeting to discuss our next steps. Your patience is appreciated.

Dear MOWES44 and Slotsroom Casino representative,

During our internal meeting, we presented the case to our colleagues. It is evident from the promo appearance and the original text in the terms that the majority of our colleagues did not grasp the fact that from the promo can only be won once, or at least found the term ambiguous.

The casino has acknowledged this by revising the term to enhance clarity.

In general, we believe that the industry should strive towards a point where players do not need to meticulously read the terms. 

From practice, we know that good casinos create environments where players cannot make mistakes, while the bad ones hide small clauses and malicious additions to their terms, which they later use to confiscate winnings.

Just like with Microsoft licenses, banking terms, SIM card agreements, and other everyday products, people should not have to delve into the fine print. This principle should apply to the realm of gambling as well.

Therefore, in this case, we need to support the player.

If the casino decides to maintain their original choice, it will lead to all casinos in this group losing our fair badge as they all follow the same bonus system. This complaint will then be marked as unresolved under the category: Against fair gambling codex.

We strongly recommend the casino to implement software enforcement on the rule. It is not difficult to not give this bonus to a player who has already made a withdrawal from this promotion.

Unfortunately the casino will not be reversing it's decision on this one.

However, I feel I need to make it clear that the casino in no way hid any term away to purposely try and confuse or mislead any player. Yes there are terms relating to the bonuses in the general terms and conditions, however we clearly display the terms for specific bonuses, to all players in various places, so they don't need to go digging in the T&C's to find it. We actually present the terms relating to the bonus they're taking so players are fully aware of the specifics before they play it. If there is a case of any confusing or misunderstanding of terms or questions that may arise, then the player has 24/7 help on hand in the form of our support team.

In the years that we've run promotions such as this (and including this), there hasn't been a similar case such as this, which should speak volumes.

Like anything in life, terms are there to protect both the individual and the business, not just in the world of iGaming. No matter what you sign up for, both parties should be aware of what they're getting into.

As a casino, Slotsroom are very disappointed with the decision of CasinoGuru on this occasion and will await further instruction on when to remove the fair play badge. The folks over at Casinomeister had no issue with understanding the terms and every effort was made to communicate with the player to help them understand the terms and ensure that the evolved term is understood in an attempt to ensure this doesn't happen again.

Dear Slotsroom Casino representative,

We still believe that your casino is great; however, our idea is that players in Fair and Fair and Save casinos do not need to read terms and conditions, and your bonus is set differently.

Our policy is that the terms should be enforced by software if it is possible and that the players should not be forced to read the terms every time they want to play (you can change the terms anytime, right?). Some casinos realize this, and we believe that's the industry's future. Therefore we cannot decide in your favour. 

We will contact you regarding what to do with our fair casino badge. It is normal that sometimes two sides have different opinions; in this case, the topic is one of the pillars of what we believe in. I hope you understand it.

I am now closing this complaint as unresolved with the status: Against Fair Gambling Codex.