Slottica Casino - Player’s bonus winnings have been voided.

Fall1:Ich habe am Anfang meinen Bonus umgesetzt und war auf 600€. Nachdem ich auszahlen wollte hiess es vom Betreiber ich hätte gegen die AGB verstoßen! Muss mir eine Wette oder ein Einsatz im Casino nicht automatisch verwehrt werden wenn dies nicht geht ?

Fall2: zweitens: 150€ erzielt. Nachdem ich weiter spielen wollte plötzlich „unzureichendes Guthaben" Konto war auf 0.

als ich nachgefragt habe werde ich seit 2 Tagen vertröstet mit „ der Fall wird überprüft" ich verzweifle langsam!

Dear Irfan,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue. I hope I understood correctly that you have been accused of placing bets greater than the allowed ones while completing the bonus wagering. I have checked the general bonus terms and conditions, and this is what I found (here):

"10. Bonus money

...

The maximum bet amount to wager the bonus is: 150 RUB / 2 EUR / 2 USD / 9 PLN / 2 CAD / 3 AUD / 20 SEK / 10 TRY / 9 BRL / 30 000 UZS / 60 UAH / 8 PEN / 60 CZK / 4 AZN / 1 000 CLP / 50 MXN / 2 CHF / 200 INR / 250 JPY / 100 ARS / 3 NZD / 20 NOK / 40 ZAR / 0.0000038 BTC / 1 000 KZT."

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not standard practice yet.

Please do not hesitate to forward your game history in Excel format to petronela.k@casino.guru if you feel that you’ve been accused mistakenly.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Additional info from the player:

"Ich habe bei slottica wegen einem Verlauf angefragt dieser soll mir per Mail zugeschickt werden. Mein anderes Geld habe ich immer noch nicht bekommen. Obwohl ich den Bonus umgesetzt habe und mein Konto bei ca 150€ war wurde dieser Betrag einfach auf 0 gesetzt angeblich prüft die finanzabteilung meinen Bonus.

Viele Grüße

Irfan"

Is there any relevant communication between you and the casino that you could forward to petronela.k@casino.guru, please?

Translated screenshot from the player:

Dear Irfan,

Do I understand correctly that your requested withdrawal has been pending for approximately one week (since 13/02/2022)?

Additional comments from the player:

"No, im Not waiting for a withdrwal,

I deposit Money and had an active Bonus.

I played and played and played and i reached round About 150€ as suddenly my Account was at 0€.

After i asked where my Money is the Chat Support said there is an issue that need to be solved.

That was on Feb 13th. NOW its Feb 21 and i dont have my Money."

"Summary of my Problems with slottica:

I had 2 problems.

The first problem was that I was refused a payout because I violated the bonus conditions without knowing that I was not allowed to do so and that I was not made aware of this when betting and playing.

And the second problem is that my balance is displayed as 0€ although I have won money and since 13 February I have been told that it is being checked because there is supposedly a technical problem."

I understand now.

1) Could you please advise if you are aware of placing bets greater than the allowed ones while completing the bonus wagering?

2) Have you received your requested game history already? If yes, please forward it to me.

Lastly, I'd like to ask you to reply inside the official thread not by sending emails. Thank you very much in advance for your cooperation.

Additioanl comments from the player:

"Hallo,

1.). Wie kann ich im thread antworten?

1.1) ja ich habe Sportwetten platziert über die zulässige. Aber es gab keinerlei Hinweis oder ähnliches das mein Bonus danach unzulässig ist. Ich habe auch das Geld immer weiter behalten und konnte mit dem Gewinn spielen. Erst als ich auszahlen wollte kam die Meldung „abgelehnt" das ist stark unfair einen Spieler spielen zu lassen gewinnen zu können und dann am Ende zu sagen nein unzulässig.

2. Nein mein spielverlauf habe ich immer noch nicht bekommen."

You will be redirected to the official thread when you click on the LINK button inside the notification email.

1) if you are aware of placing greater bets during the bonus wagering than the allowed ones, unfortunately, we can't help you

2) if the investigation started on the 13th, please allow another week and if there's not development by then, we will intervene

Additional comments from the player:

"1) ich habe die email aus Versehen gelöscht können sie mir diesen erneut zusenden?

2) ich habe überhaupt nicht gewusst das es solche Bedingungen gibt das es eine maximal Wette gibt. Ich habe die Gewinne ja immer behalten und konnte normal weiter spielen.

3) also bis zum 27.2.2022 warten?"

Hello Irfan,

1) I have resent the email.

2) Please understand that there’s an important principle that says, "ignorance of the law is no excuse". It means that you can’t defend your actions by arguing you didn’t know they were illegal or forbidden, even if you honestly did not realize you were breaking the rules. 

3) I'll check back with you on the 27th. Thank you very much for your understanding and patience.

I have sent you emails and a new authorization link twice now. Could you please advise if you have received it?

Screenshot from the player:

Thank you very much, Irfan, for providing all the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) 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.  

Hello, Irfan,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Slottica Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Slottica Casino Team, could you please state the reason why Irfan's balance has not been returned to the player's account yet and when can the player expect it there available again?

Thank you in advance for providing the information.

We would like to ask Slottica Casino Team 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 will have a negative impact on the casino's rating.

So nothing happend🙁

Dear Irfan,

Since we have not received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option how you can try to receive your winnings - I recommend you to submit a complaint with the gaming authority if the casino is regulated by any.

I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru

Greetings,

The complaint will be closed as resolved based on the updated information received from the player:

"Short info: I received my money."

Thank you, for confirming and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds.

Although I sincerely hope it will not happen, 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,

Branislav, Casino.guru