Slottica Casino - Player's bonus winnings have been canceled.

I paid 15eur to get free spins.

After a few games played on my cell phone, I turned on my PC and started the automatic game. 

When I noticed that the amount available for withdrawal (for me) was large, I stopped the game. 

Withdrawal was denied for the first time because my ID expired. 

I PAYED for the expedited procedure of issuing my ID card and sent the picture of documents today, which was duly verified. 

But now a new reason has been invented, - breaking the rules.

In the communication, they mention an increased stake during the free spins game - I don't remember changing the stake at all, but it should definitely be disabled if it's against the rules.  Also, during the first attempt to withdraw, such a problem was not mentioned, but was invented later.

The classic deception of the oppressed people.

Greetings.

Dear Tomislav,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Do I understand correctly that the casino accused you of breaching the maximum allowed bet? Did the casino specify the rule that has been breached?

If there is any other relevant communication between you and the casino, please, forward it to kristina.s@casino.guru, or alternatively, post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

There is no other communication, I got that information in the chat. In their extensive rule, there is a place where it says that it is not allowed to increase the stake, I think that this should be disabled during the game. Although, I don’t remember increasing the stakes. Also, during the first attempt at payment they said only that the ID card had expired, they did not warn that they could not get won. I am also convinced that the slot must prohibit the use of a larger amount of stakes.

Their extensive regulations state:

"The process of wagering a bonus means placing a bet on a certain amount, previously described in the bonus conditions. Please make sure that you have read these Terms and Conditions, or if necessary, consult with the support service. Not all bets are taken into account. The bets from table games (Roulette, Sic Bo, Baccarat, Live Casino and others), as well as from various video poker games are not taken into account.

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. "

Thank you for your reply, Tomislav. Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played and we will review it. My email address is kristina.s@casino.guru.

Hello dear All

Thank you for your submission.

The violation occurred on the first bet and then repeated in other games

For the second time this player has stakes higher than the maximum allowed when playing with bonus funds, and immediately at the start he receives a win on a violation, with which he has the opportunity to play further

On the screenshot we can see:

1 - bet

2 - win

3 - balance after winning

Dear player, you have violated the rules of the casino

10. Bonus money

10.2. Bonus money: wager (wagering)

The process of wagering a bonus means placing a bet on a certain amount, previously described in the bonus conditions. Please make sure that you have read these Terms and Conditions, or if necessary, consult with the support service. Not all bets are taken into account. The bets from table games (Roulette, Sic Bo, Baccarat, Live Casino and others), as well as from various video poker games are not taken into account.

The maximum bet amount to wager the bonus is: 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

Best regards,

Slottica Team

I don't remember that at all.

I believe that the increase in stakes should be prevented since it is forbidden. The rules are very extensive and big to read, especially new users will not remember the instructions on raising roles. Greetings from Croatia.

Hello everyone,

Thank you Slottica Team for providing more insight into this case. We appreciate your explanation and the provided evidence.

Tomislav, I agree with you that this rule should be enforced at a software level, i.e., that the casino's software or website shouldn't let players place higher bets than the limit. However, this is not an industry standard yet and we cannot punish casinos for confiscating players' winnings in cases when the maximum allowed bet rule has been breached. I apologize, but there is not much more we could do for you in this case.

Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to reject this complaint. Thank you for your understanding.

Unfortunately, I have. 

On Friday I paid the money to the slottica, 6 days have passed, no one knows where the money is. The amount was deducted from my bank account and did not "sit" in my account on the slottica.

Tomislav, if your deposit has never been credited to your casino account, the only thing I would recommend is contacting your payment provider. They need to investigate, but bear in mind, that it’s a complicated process that takes one month approximately. In these cases, the casino usually has its hands tied.

I’m sorry that we couldn’t be of much help at this time. I will leave this complaint open for a month and kindly ask you to keep us updated. Thank you very much for your understanding.

I think they have a problem, their scam provider, not mine. I contacted my bank, what was in the announcement was canceled at my request, but immediately after that the slottica charged that amount and then it was posted properly in my account.

Slottica doesn't know where this money is. Their provider is a problem and a frivolous slottica along with them.

Attached are two of my payments - one from the beginning of the 4th month and the other at the end of the 4th month. The first was OK, the money sat right in the slottica, the second payment was missing. Waiting a month for someone to solve the problem of missing money is absurd. Slottica must return the money, or deposit the amount into my slottica account.

Before we move forward with this complaint, could you please send me an official statement (a letter or an email) from your bank regarding this situation? My email address is kristina.s@casino.guru. Thank you in advance.

I sent in two emails, two payments were in the 4th month. I also sent a slottica. This is unbelievable.

I have not received the communication between you and your bank yet. Also, could you please send me a screenshot of the cashier/deposit history from your casino account?

Maybe spam gone? Did I type the mail correctly? There is no history of payments on the slot, only withdrawl after the first payment at the beginning of the 4th month.

I have received emails from you with bank statements, but I don't see any written conversation from your bank regarding this situation.

In your first message, you said you paid €15. Isn't this displayed anywhere in your casino account?

The first payment at the beginning of the 4th month was posted to the slottica, I played and paid out the winnings. Now nowhere is the history seen in the slottica that there was a payment, just a withdrawl. I am sending you another mail between me and the bank.

Thank you very much Tomislav for your cooperation so far. I will now transfer your complaint to my colleague Peter (peter.m@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 soon.

Hi Tomislav,

I'm taking over your complaint. I will contact the casino and see if I can help. I would like to invite Slottica Casino to the conversation once more.

We would like to ask Slottica 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hello dear All

Please let me know how we can help or what documents to provide? An early submitted document showed the game and recorded the violation. All money that remained on the balance - Tomislav lost in other games.

We're open to communication, please let us know how else we can help.

The player no longer contacted our team

Best regards,

Slottica Team

Can you please tell us if this is another request? Not related to your violation? Now we're only considering a request for a deposit? We wanna understand in order to analyze the current situation in as much detail as possible and help you

Slottica Team

yes.

only missing deposit.

We need some time to analyze this case. As soon as we have more information, we will write an answer.

Thanks for cooperation

Slottica Team

You have been analyzing this case for 15+ days. A few more days will no longer be a problem.

We propose not to mix your appeals, but to consider them separately. We're currently reviewing your deposit request.

At the moment, we have manually credited your deposit dated April 21 in the amount of 15 euros. Transactions based on your screenshots - didn't come to us. In this case, please contact your bank

Slottica Team

Finally! We can conclude this topic, € 15 was paid into the slottica account.

(everything is fine from the bank, the problem it was with your provider)

Now have activ wager for deposit 🫣

horror

Hi all,

Thank you for your replies.

Dear Tomislav,

I'm glad to hear that your issue got resolved. When it comes to wagering of a deposit, it's a standard AML rule to prevent players from money laundering. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter