Slotti Casino - Player's winnings confiscated due to max bet rule violation.

Hi!

After much searching, I have realized that, like many others, I have exceeded their maximum bet rule according to the Casino site and thus had my money confiscated.

First of all, I want to point out that the website I played on is Slotti.com, which I'm unsure if Slotti Casino is the same company or not. Their layout seems similar, but I don't completely recognize their website.

I made a deposit of 400 euros and played a bonus that gave me 50 free spins, resulting in a win of 13.97€. Apparently, I then played with a bet that exceeded their limit of 5€ and, according to them, violated the rules, and they claim that all winnings after that can be confiscated. The problem is that I lost my entire balance, including the bonus money, and made two additional deposits afterwards, one of 400€ and the other of 1000€. After several hours of playing, I finally made a withdrawal of 5,190€ which they claim I am not entitled to because I broke the rules that occurred with the first deposit. I received a "goodwill" of 400€ back as an apology for the misunderstanding, which I find anything but logical and reasonable. They argue that I should know about this since I agreed to their policies more than 2 months ago.

I find it completely illogical that I should even be able to make multiple deposits and bet the amounts I do if I have indeed violated the rules. Shouldn't the website have any obligation to warn me during the game if that's the case?

I think the proportion of what the bonus paid at 13.97€ in proportion to the withdrawal is insane that they can even do this. I have spent and lost several thousand euros on their website in recent months and feel that this type of treatment towards me as a customer is terrible.

I am still completely shaken.. I have bills that need to be paid and I am behind on various invoices, sitting here hoping they will make amends so I can get my mind back in place.

This is a lot of money for me, and I feel completely deceived by the whole situation. I turn to you because I feel completely powerless and don't know how to resolve this. I really hope there's something I can do.

Please let me know if there's something else you need.

Sincerely,

Ismail ****

Dear IsmailKurt,

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

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

• Could you please share the communication in which the casino explains the reason for the confiscation of your winnings? My email is tomas@casino.guru
• Do I understand correctly that while the alleged breaking of the rules was regarding the first deposit bonus, confiscation of winnings concerns your real money deposits?

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

Hi Tomas,

Thank you for the answer. I have forwarded our email conversation to you via email.

best regards,

Ismail

Thank you very much, IsmailKurt, for providing the necessary information. I will now transfer your complaint to my colleague Pavel (pavel.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, IsmailKurt!

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!

Dear AskGamblers & IsmailKurt,

Thank you for your bringing this to our attention,

We have reviewed the case, and we would like to clarify the matter a bit.

The player indeed received a bonus, and wagered it succesfully due to betting over the limit, resulting in wins of 598.22 euros, but this money was never withdrawn from the account, and further money was deposited on top of this, mixing the two balances, nevertheless although total winnings were then gained via breach of terms & conditions and we would not be obligated by the regulator to return the funds, due to the unfortunate situation on hand, as a goodwill gesture, we have already some days ago returned the user, not only the mentioned 400e of original deposit, but also the deposits that were made on top of the balance gained via bonus breach.

We also like to take this opportunity to underline that Slotti Casino is fully licensed and legitimate gaming operator, and we wish to maintain fair play principles to all our valued customers, as well as a high level of customer satisfaction. The case in this question is an individual case, not something that happens often, and thus we also truly wished to show goodwill and willingness to cooperate with the customer, that has since continued to play with us on the brand.

Regarding the obligation to warn the user, this was unfortunately not done, due to the bonus breach being checked upon withdrawal process, but we are seeing into the possibility of preventing bets over the limit completely on bonus funds in future.

We sincerely hope this clarification helps, but should any party involved have any further questions, you are always free to contact our friendly customer support via livechat, or by email support@slotti.com

Wishing you a pleasant day!

Warm regards,

Miia

Slotti.com

Thank you Miia and Slotti.com!

Please, send betting and transaction logs to my e-mail: pavel.k@casino.guru. We need it to be sure that the player's bonus had not indeed been played away before the deposit has been made.

Hi Pavel,

Kindly note that due to stringent privacy regulations, we are unable to disclose any data from our system to third parties. It is important to note that no legitimate and licensed online casino is permitted to share sensitive information, such as transaction history, with any third-party platforms.

Should he/she wish, even after having all the involved deposits refunded, the user is able to see and request all this data via his/her profile, or our customer support, at any given time, from where we are more than happy to assist promptly.

Warm regards,

Miia

Slotti.com

Thanks, Miia, I understand. However, I hope that you can provide me with answers to my questions.

Can you, please, give me a link for the free spins bonus that the player has taken and its conditions?

Could you, please, explain on how does bonus wagering work in your casino? Are there two different balances - bonus and real money?

Do I understand correctly that mixing funds is forbidden in your casino? Is there a condition about it?

Dear Pavel,

Kindly find the bonus rules attached (https://www.slotti.com/en/page/bonus-rules), player claimed freespins via deposit on Wild Riches Megaways, which were wagered succesfully by betting over the limit, resulting in winnings of 598.22 euros. 

User then continued to play, and deposited on top of these real funds. 

Any winnings from this point is up to RNG, but considered to be gained via breach of terms & conditions. After the real funds that were gained via breaching terms, are mixed with deposits, and the user continues to play, any further winnings comes partly from breach of TnC funds.

Where our Risk & Fraud team was mistaken, was to confiscate all of the total winnings, including the stacked deposits, after user contacted us, and this was re-checked, as mentioned before, all the deposits including the original one, were returned to the user, leaving only the net-winnings confiscated.

We hope this clarifies the situation, as mentioned before, after this event user continued to play, winning considerable amount with the returned deposits, and continued to make further deposits with us as well, which to us itself seems like a confirmation of users trust.

I would like to take this opportunity underline, that we are fully licensed operator, and truly advocating fair and fun gaming experience for all our customers, with no intention whatsoever of being fraudulent in any way.

We wish you a lovely day!

Hello, IsmailKurt!

Sadly, I must tell you that we are rejecting your complaint.

The general issue is with mixed funds as the casino has stated. The problem is that you have never really had your balance fully lost before deposits. You can see that in your game history that before the second deposit of 400 you had a balance of 135.35 and before the third deposit of 100 you had a balance of 145.85. Such cases as your are usually very complex and it is not possible to have a firm opinion on it. However, usually, when we deal with similar issues, we suggest that casinos either to restore the balance to the one that was relevant before the breach/mix/error happened (it is not a suitable resolution in this case because you have breached max bet restriction from the beginning) or to refund player's deposits (which has already been done here).

Please, if you will have ay further questions, do not hesitate to contact me through my e-mail once more.

Respectfully,

Pavel K

Casino Guru Team