Slottica Casino - Player’s winnings haven’t been received yet.

I received a bonus of 25 free spins via Telegram and managed to win 401.78 reais. However, they have rules that you cannot bet more than 9.00 per spin. Unknowingly, I purchased a bonus in the game. They had me complete document verification and allowed me to request a withdrawal, only to later tell me I violated the rule and confiscated the money. I found this truly unnecessary and humiliating for the player, because they let everything proceed before canceling. I think it's really unfair for the Casino to make me play the entire bonus without canceling the violation during the game itself. Since there are rules, why didn't they cancel the bonus before it was completed since a wrong bet is not allowed? I am here expressing my indignation and the frustration and humiliation I experienced by waiting all night for a withdrawal that was taken back the following day in pure cowardice and deceit. I do not recommend this casino or their bonuses to any player—horrible, dishonest, and deceitful.

Dear Cassiloko08,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center


PS: Our initial response was generated based on the information you provided when submitting your complaint. If there has been any misunderstanding and the issue is different or more than just a delayed payment, please rest assured—we will review the details thoroughly and get back to you as soon as possible. Thank you for your patience.

Dear Cassiloko08,

I hope you are doing well. As the recommended time frame has now passed, could you kindly update us on whether your withdrawal has successfully been received or if there have been any new developments regarding your case? Thank you for your time, and I look forward to your response.

They confiscated my money on the grounds that buying the bonus would be a breach of the bonus rule, but why did they let me withdraw it only to send me an e-mail the next day referring to the breach?

Dear Cassiloko08,

Unfortunately, it is the player's responsibility to read and understand the terms and conditions before claiming any bonuses. If you purchased the bonus feature, the casino would be within their rights to confiscate your balance.

Please also note that these compliance checks are typically conducted by the casino only when a player requests a withdrawal, which is why the issue may not have been identified sooner.

Is there anything else I can assist you with? If not, we will proceed to close the complaint.

Kind regards,

Nick

Dear Cassiloko08,

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.

Reading and understanding the terms is all well and good, but allowing the purchase of bonuses and still allowing withdrawal requests is just plain stupid.

Dear Cassiloko08,

As mentioned previously, the casino typically reviews the legitimacy of bets only when a withdrawal request is made, which is why they may not have identified any breach of terms earlier.

We will proceed to close the complaint based on this information.

Best regards,

Nick