Slottica Casino - Player's winnings have been confiscated.

I deposited 1k via jeton. They added +15% via jeton. I played all in. Bet won but bonus not wagered. I asked in the chat why they said that in order for the turnover to be counted, you have to play for max x PLN. Then I played the next time for what they said and the spin was made and the bonus cleared. I forgot about the case and kept playing. After limiting me and trying to withdraw, everything I earned was confiscated and they told me that I broke the bonus rules because you could play for max x PLN and I played all in. This is just a disgusting theft on the part of this bookmaker because I asked them what needs to be done to make a turnover and after checking the account they told me what needs to be done. I did everything necessary and they still stole the whole amount. I didn't even want this bonus but they added +15% automatically when depositing via jeton. In short, they stole PLN 14,000 for a bonus of PLN 150.

Dear kickoff,

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 casino accused you of breaching the maximum allowed bet?

I checked the bonus terms and I found this:

"The maximum bet amount to wager the bonus is: 2 €."

Could you please clarify how high were your bets? Also, could you please provide any evidence that the casino told you the wrong information about the maximum allowed bet? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

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,

Kristina

I noticed that I have some bonus on my account that I didn't want and that they added to me automatically after I made a deposit. I asked support what kind of bonus it is and what are its wagering requirements (screenshoot 1)

my question to support: "I have some bonus on my account and I totally don't know what are the conditions of its turnover. Please give me info. account login/email b*****8@o2.pl" ~ translate to English - "I have a bonus on my account and I totally don't know what the wagering requirements are. I request information. account login/email b*****8@o2.pl".

They answered me: (screenshot 2)

"Hello and welcome!

Thank you for contacting our casino!

You have a bonus of PLN 369 on your profile. In order to wager the bonus funds, the maximum sports bet stake must be no more than PLN 215 or 20% on balances and the odds must be no less than 1.55. If you want to use the bonus on the machines, the amount of one spin must not be higher than 9 zlotys. The wagering requirement for the bonus is 1 time.

If you have any questions, please contact us in the online chat.

Respectfully, Slottica team."

~ translate to English:

"Hello and welcome! Thank you for contacting our casino! You have a bonus of PLN 369 on your profile. In order to wager bonus funds, the maximum sports bet stake must be no more than PLN 215 or 20% on balances and the odds must be no less than 1.55. If you want to use the bonus on the machines, the amount of one spin must not be higher than 9 zlotys. The wagering requirement for the bonus is 1 time. If you have any questions, please contact us in the online chat. Respectfully, Slottica team."

After trying to withdraw 5000 PLN, they reset my account and left only the first deposit in the account. I emailed them about this and asked where my money had gone (screenshoot 3):

"Hello. I had over PLN 15,000 in my account. I ordered a withdrawal for PLN 5,000. The withdrawal was rejected until PLN 14,000 disappeared from the account and now I have PLN 1,000. What's the matter? If this is an attempt on your part to cheat and rob me of my money I will say right away that I will not leave this case and I will report it to the relevant authorities. I have not broken any rules. This is a scandal." ~ translate to English:

"Hello. I had over PLN 15,000 in the account. I ordered a payment for PLN 5,000. The withdrawal was rejected and PLN 14,000 disappeared from the account and now I have PLN 1,000. What is it about? If this is an attempt on your part to cheat and rob me of money, I will say right away that I will not leave this case and I will report it to the appropriate authorities. I didn't break any rules. This is a scandal."

Their answer was the following (screenshot 4):

"Hello and welcome!

Thank you for contacting our casino!

I am very sorry, but from what I see, your account has been reset because you have broken the rules of our casino, namely you have bet with an active bonus of more than 9 zlotys. Please abide by the casino rules so that this does not happen.

If you have any questions, please contact us in the online chat.

Respectfully, Slottica team." ~ translate to English:

"Hello and welcome!

Thank you for contacting our casino!

I am very sorry, but from what I see, your account has been reset because you have broken the rules of our casino, namely you have bet with an active bonus above 9 PLN. Please abide by the casino rules so that this does not happen.

If you have any questions, please contact us in the online chat.

Respectfully, Slottica team."

As you can see, they first misled me that the bets could not be more than PLN 215, and then they accused me of breaking the bonus rules because the stakes could not be more than PLN 9, which is bizarre in itself. I only played sports betting and did not use the services of the casino. Everything I wrote is true and I proved it by presenting concrete evidence in this case.

They added a bonus of PLN 150 which I did not want, they misled me by presenting the rules of bonus trading to rob me of PLN 14,000 on this basis. This is a huge dishonesty on the part of this bookmaker

I will add one more important thing. Support Slottica said the max bet to meet the wagering bonus for sports bets is PLN 215 and for casino machines PLN 9. You can see it on the screens. I only played sports betting so I was limited to PLN 215 and not PLN 9. That's what they instructed me to do, and I did it. After requesting a withdrawal and having my money confiscated, they said I had exceeded the limit which was PLN 9 even though they themselves said it was PLN 215 for sports betting.

As they wanted, I played a bet of PLN 215 for the bonus to be settled. After playing for PLN 215, the bonus disappeared from the account and turned into real money. Everything seemed fine and I forgot about the matter until I tried to pay out.

They only paid my deposit of PLN 1045. Over PLN 14 000, that is, everything I managed to win was confiscated.

"Twoja prośba została anulowana, ponieważ zasady kasyna zostały przez ciebie naruszone." ~ translate to English:

"Your request has been canceled because you violated the casino rules."

Thank you for your reply, kickoff. As you might know, our forum Casino.guru, deals with complaints regarding online casinos only. I understand it must be difficult for you, but unfortunately, we don’t have enough insight to take on this kind of issue related to sports betting.

However, I can recommend a few websites that might be able to help you. Please, let me know if you are interested in the list of these websites, and thank you very much for your understanding.

I don't understand. In my complaint, I described my problem in detail and provided relevant evidence in the form of screenshots. The problem concerns slottica so I described it in the slottica section. I don't understand why you you don't want to consider it. I also played a few times in a normal casino at that time, so I didn't use only sports betting. I am asking for a positive consideration of my case and directing it to the bookmaker for an answer

Now you are contradicting yourself. This is what you wrote in one of your previous messages:

You were playing with a sports betting bonus, and you yourself claim that the maximum allowed bet for a sports betting bonus was supposed to be applied to you. I am sorry, but we are able to evaluate fairly only complaints from players who focus on casino games. I would like to emphasize that we don't think that your complaint is unjustified, we are just not able to judge this case correctly and I hope you will find help elsewhere.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.