The player from Germany wasn't credited with bonus funds after he had completed the wagering requirement of a bonus offer. It became clear there was a mistake in the terms and conditions of the offer and that the bonus amount needed to be wagered an additional 70x. The complaint was resolved. The player informed us the casino credited his account with the disputed amount 3 weeks later.
Slottica Casino - Player’s account has been blocked.
Amount: €20
Slottica Casino
Safety Index:Very lowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
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3 years ago
Translation
Hello, I think what you've been doing with me in the slottica casino for 2 weeks is really a case for you. The facts: there was an offer of a bonus of € 20, the description said "wager € 650 in the casino today and you will receive a gift of € 20" I activated it, made a deposit (i believe in the amount of 50 €) and started the stakes. Unfortunately, it was nowhere to be seen how much I had already wagered since I activated this bonus and while looking for information (shortly before the € 650 was reached) I canceled the bonus. On request in the chat I was confirmed what I already suspected, no chance to repair what I have to start over. I did that too, only this time I made a note of my bets. logically shortly before reaching the 650 € I kept a closer eye on the amount of my credit but there was no 20 € bonus. I continued playing a few more euros to make sure that the € 650 was full and still kept a real money amount of € 50 (minimum payment amount) in my account. I left the game to check in the casino in the bonus section why I did not receive the € 20 and noticed that a bar was already displayed for the implementation of a bonus which was 9%. Somehow it all didn't fit together so I went into the chat and asked. They confirmed that I had used the € 650 and that the € 20 had already been credited to me. I replied that I had not received anything and what the 9% conversion mean. The lady in the chat insisted that I have received the € 20 in any case and I should now convert this € 20, since in her opinion it is a "no deposit bonus" 70 times. I explained to her that there was only my 50 € real money on my account and that I found it a cheek that I should now use a bonus for which I should use 650 € again 1400 €. I told her to keep the € 20 bonus, I pay out my € 50 and go where she said "you only gave € 30 on your account, you just deducted the € 20 from the bonus" I was like that pissed that they not only messed with me with the bonus but now stole 20 € from my real money that I said, "I'm fed up, I'll pay my remaining money now and then you can delete my account! " Your answer came back straight away: "ok, if you wish your account is now blocked and you will be excluded" I thought I was in the wrong movie now. First ripped off, then robbed and then locked out so that I can no longer get to my field or check anything. I made the request for re-release 24 hours later, of course, and now I've been told the same sentence every day for two weeks: "Don't worry, we will process your case as soon as possible and your account will definitely be released again in the near future." always the same statement for 2 weeks! Since we are shortly before Christmas, I suspect that my account and thus my money will no longer be released this year. So please help me
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3 years ago
Dear Mario,
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. Could you please specify which exact bonus offer you’ve been planning to redeem? I would like to check bonus terms and conditions.
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
I understand that it might seem like a lot of inquiries, but all the requested information is essential if we wish to proceed with this case. Thank you very much in advance for your reply.
Best regards,
Petronela
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3 years ago
Translation
Hi there!
It was a daily offer in my gift box. It was called "free € 20" and the conditions said: "bet € 650 in the slots today and we'll give you € 20"!
But for me it's not just about this 20 €, but much more about how to deal with the matter. Locked me out of my account and then forever delayed getting me back into my account. I am not only blocked for money stakes but I can no longer log into my account.
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3 years ago
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I don't know how to do this. Like I said I was locked out of the casino. Not only have I been banned from wagering, but I have no access to the casino
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3 years ago
Thank you very much, Mario, for your reply. I will now transfer your complaint to my colleague Andrej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
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3 years ago
Translation
Thank you and I am waiting for a response from your colleague Andrej.
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3 years ago
Dear Mario,
I’m sorry to hear about your negative experience. I will try my best to resolve your case as soon as possible. I would like to invite Slottica Casino into this conversation.
Dear Slottica Casino,
Can you please clarify the situation, indicate the reasoning behind blocking Mario's account, and provide any evidence that proves that the bonus was in fact credited to his account after he had wagered €650? Please forward the information to my e-mail address andrej.p@casino.guru.
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3 years ago
Translation
interestingly the casino unblocked my account today!
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3 years ago
Translation
I still found the screenshots of the bonus that I was denied. it says again "bet € 650 and get a € 20 bonus that must be used 1 ×" and they wanted me to bet 70 times. And as if that wasn't enough, the next scam came today: you reopened my account 2 days ago and there was still € 30 on it. Unfortunately, I could not withdraw it because at least 50 € were paid out. So at first I didn't do anything. Today I had this "present" in my giftbox which you can see on the other screenshot. they give me 20 € without any conditions. There is also no requirement so I thought that they would now credit me with the missing € 20 and activated it. After that, my balance was tied to this € 20 bonus, which I have to wager 70 times.
I say they are such criminals !!
And you can also see that they let the time to answer run by.
Edited
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3 years ago
We would like to ask Slottica Casino to reply to this complaint. We are extending the timer by 10 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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3 years ago
Translation
Hello Andrej! The casino claims they have not been contacted by them. Can you tell me how you wrote to the casino?
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3 years ago
Dear Jhonny1234,
A notification was sent to the casino when they were invited into the conversation, and each time when there was a new reply added to the complaint thread. Thank you for notifying us about this. We have already contacted the casino representative directly, and we are waiting for their reply. In addition, may I ask you where and by whom were you told that information? Please feel free to forward any relevant communication to my e-mail address andrej.p@casino.guru.
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3 years ago
Translation
The casino called me today to inform me that there was an unconditional deposit of € 20 in my account and they apologize for the inconvenience. For me this case is over. I would like to thank Casino-Guru for the support !!
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3 years ago
Dear Jhonny1234,
Thank you for using the Casino Guru complaint resolution center. We are really glad to hear the good news! We will now mark the complaint as 'resolved' in our system. Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.
Best regards
Andrej
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