Slottica Casino - Player's winnings have been confiscated twice.

I played at the Slottica casino with a no-bonus deposit and made a profit of 2500 soles. I requested a withdrawal, which was approved, and I queried via email when I would receive it. However, I was informed that it had been confiscated because I surpassed the maximum bets and violated the rules. I believe there is no wager limit when you top up your account without using any kind of bonus and it's unfair for them to do that. Furthermore, I previously won money with a bonus, but it was confiscated with the explanation that I broke the rules with a sum of 1600 soles, too, but I got past it and won again. This time, though, they've gone too far. Please help me.

Dear nayely15092001,

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

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predatory, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

• Could you please specify how much you deposited in the casino and when it was?
• Do I understand it correctly, that you have accumulated your winnings from a real money deposit?
• Have you completed account verification in the casino?

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

Good afternoon, a total of 400 soles was deposited, the profit has been generated through the money without any bonus, and the account is verified with the documents they requested.

Very kind of you for your prompt response, but yesterday they already gave me a solution and sent me the total money of the 2,500 soles to my bank account.

Thank you so much.

I am glad to hear the casino paid you your winnings.

Could you provide more information regarding your previous win of 1600 soles that were confiscated earlier?

Did the casino cite any broken rules in that situation?

I supposedly broke the rules, in that case you played with a bonus from which I won, I wanted to withdraw my winnings but they told me that I should have bet 3 times what I deposited in my first deposit, I made it and again I made my withdrawal and they confiscated it.

Do I understand correctly that while playing with the bonus, according to the casino, not all wagering requirements were completed?

Could you please share your communication with the casino? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

Dear nayely15092001,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Dear nayely15092001,

Since your original issue was resolved the complaint will now be closed accordingly

Please do not hesitate to contact our Complaint Resolution Center if you run into issues with any online casino in the future. We are here to help.

Best regards,

Tomas

Casino.Guru