Slottica Casino - Player's winnings were confiscated.

Hello, I am a mother I have been playing at Slottica Casino for a long time - verification. The biggest withdrawal was 45000rub.the maximum bet size for wagering the bonus is 150 rubles ($ 1.94).On February 19th, it was my birthday, and they gave me free spins. On February 20th, I won 51520 rubles (673$)from the free spins. The wagering requirement was 45, and I had to wager more than two and a half million rubles in my currency😱. I played and took screenshots of my wins (there were many screenshots).During the game, there was a moment when my balance was around 90,000 rubles(1175$): in the PlaynGo slot Legacy of Dead, I tried to place a bet of 200 or 300 (around that amount). But a message popped up saying that the bet limit was exceeded. I clicked "OK" and it refreshed, and I was back in the slot with no winnings added or deducted from my balance. II got it that the bet for wagering was only 150 rubles(1.96 $). That's why the spin wouldn't work - I couldn't make any more bets at that level. I reduced the bet back to the correct amount, played a little more, and then left the slot.I played for a long time on other slots and had 142,000 rubles in my balance in the Pragmatic provider, completely forgetting that buying a bonus is a kind of bet. I bought a bonus game in Book of Golden Sands for 9,000 rubles, which gave me 50,500 rubles.I remembered about the max bet and went to the support chat to explain that I forgot that buying games is not allowed ( PlaynGo, which automatically limited me, this provider: Pragmatic allowed me to buy the game and did not restrict me.!). I told them that I had made a mistake and asked what to do now?because I thought that now they would tell me to finish the game session and not waste my time. this win was insignificant compared to the turnover... They calmed me down and said that it was okay, but not to violate the rules again.Anyway, my balance slowly grew, and then the PlaynGo slot(I call him - Frogs )gave me 388,800 rubles with a bet of 150 rubles!!! 😱 I was in shock. My balance became more than 750,000 rubles(9800$) (screenshot).I played for a long time, almost didn't sleep, and my eyes hurt. My balance became 668,748 rubles(8 731,54$).I went to the support chat to find out how to withdraw. They told me to create a request for 100,000 rubles (1305,65$)in electronic wallet within 36 hours.I created the first request after about 30 hours, but it was canceled said that I needed to verify my electronic wallet account, which I had deposited from a long time ago, too. I verified my Piastrix wallet account and asked if I had to wait another 36 hours. They said yes, so I created another request for 100,000 rubles in Piastrix wallet.And , on February 25th, when there were only 8 hours left until the end of the 36-hour period, I discovered that the entire amount was missing from my account, and the withdrawal was canceled, with an email explaining that they found bets that exceeded the allowable values for wagering the bonus !!!! ❓❓❓ I went to the chat and asked what bets exceeded the bonus wagering? I had already asked you when I bought the game from Pragmatic, and you said that it was okay, just don't do it again. And there was only one case with Legacy that limited me, automatically spinning and refreshing me. ❗ I wrote while crying tears***In general, the casino decided not to pay out my winnings and referred at first to supposedly exceeded bets PlaynGo.Pragmatic bonus i buy not on purposeand they allowed it, with the condition not to repeat such actions (such a huge turnover of bets - the wagering requirement. I did it!) They canceled my withdrawal for the first time, invented verification for Piastrix, and then canceled it again, citing exceeded bets in Legacy of Dead when the slot limited me and refreshed me! now, after my successful wagering of the bonus, they pretend as if there was no my contact to the support service regarding the accidental purchase of the bonus round. And they say that it was because of the purchase of the bonus round that my winnings were written off.I want to note- which did not affect the bonus wagering process in any way, since my balance did not fall below ~90 K. I was allowed to continue the game (they didn't think I could win) and told not to make detailed mistakes in the future.They don't want to pay out such a big win from a no-deposit bonus. This is my first and probably last big win in a casino 😭. I was counting on it so much...

I ask for your help, dear friends, to restore justice and get me my honest winnings.I previously created a complaint about their actions (theft) on another forum, but their representative did not even appear there.

I ask you for help, get my winnings 668,748 rubles. ($8731.54) ! These actions of the casino are classified as fraudulent actions and theft of funds from the client's accounts.

I apologize for my English. There are many screenshots.

Dear Anastasya_991,

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

Please let me ask a few questions so I better understand the situation.

Do I understand correctly the only time you breached the max bet according to the casino was when you purchased a bonus feature in slots you were playing? Did you not breach the casino rules by making a single bet bigger than the maximum allowed amount?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Tomas

the excess of the bet was once when I bought a bonus round - accidentally completely forgetting and immediately contacted the support service and informed them about it (screenshot). I received a response to my request to the support service a few minutes later: that nothing terrible has happened, no more violations, no one will confiscate anything further.

there were no other violations.

Dear Anastasya_991,

Could you please forward the chat transcripts or emails where the casino informs you about the reason why the casino decided to confiscate your winnings? My email is tomas@casino.guru

Alternatively, you can post the screenshots here.

I 'm duplicating it to you , to your mailbox . Including originals

Thank you very much, Anastasya_991, for providing the necessary information. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you, I will be very much waiting for news on my problem.

Hello, Anastasya_991,

I am sorry to hear about your unpleasant experience. 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 provide us with an explanation of the player's situation in more detail? Why have her winnings been confiscated? When (the date) did she inform the casino about the mistake of buying an in-game purchase?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Forum and Honorable Branislav. I she would like to draw your attention once again to the fact that: after buying the bonus round (exceeding the bet - once) I immediately turned to the support. Since there was a very large number of spins left to win back the bonus (turnover of funds, wager). And therefore it took quite a long time and I understood that it would be very difficult and very long. Therefore, in order not to waste so much of my time in vain - I she found out if I have the right to continue the game?. The answer was that: "do not worry, continue the game, please do not violate the excess of the bet in the future." Otherwise, otherwise, I she would not have invested so much Time and Effort into this. They did not think that I would be able to make the necessary turnover of bets, and even be in the Black for such a (decent, large) amount.

Yes, I understand the situation, Anastasya_991. However, we cannot move forward without the casino's cooperation. Therefore, let's wait for the casino's response and details.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

I think that: They don't care about the complaint. Is it possible to contact the license with this complaint?

Hello dear All, glad to see you.

This is not the first day we have been communicating with this player and we always stay in touch.

The player played only with bonus funds of 51520 RUB, in the game he violated bets higher than maxbet (150RUB), won 41485.5 RUB on st 9000 RUB, after which the balance increased . For violation of bets, the win was recorded as zero, since the player played only with bonus funds.

We add additional screenshots, where the user_id is indicated for comparison, as well as information on the amount of the bonus that started playing and closed at the wagering rate itself.

The player independently describes that there was a warning, i.e. was informed that it is forbidden to bet higher than the maximum allowed, but still made st 9000 (forgetting about the early warning) and won on this

Having exceeded the balance to almost 200k, the player was able to continue playing for 600k+.

We want to draw your attention not to exceed the bet of 150 rubles later (it means that the player knew about the bets and tried to take a risk)

In this situation, our team cannot agree that the described situation was an "accident"

Casino rules:

p.p. 10 Bonus Money, plus:

10.4.2. To protect against various fraudulent schemes, Slottica reserves the right to check the gaming and payment activity of customers at any time. If abuse is detected, the Company will take action that will either disable the ability to receive bonuses in the future or receive compensation for losses incurred.

10.4.3. Below are some of the most common examples of gameplay that can result in winnings being confiscated. The full list of violations is not limited to the examples below.

10.4.3.3. Bet more than 150 ₽ at a time with an active bonus.

We don't void winnings for one minor betting violation, it happens, indeed the staff just warn the players and ask them not to violate the bets again. Additionally, all players have an automatic warning on the screen during the game.

In this case, the maximum bet amount is 150, the bet amount of 9 thousand is a big violation. And violates the bonus wagering rules.

Dear player, we are sorry that you are facing this situation.

It is impossible to evaluate the game for the development of events, and what exactly the player has a win or loss. Since at a bet of 9k, this manifests itself in the general initial events.

There are also no technical problems with the message about a large bet. As soon as players try to place a higher bet, a warning message appears.

Since it was a no deposit bonus, the game was debited and a new one of the same bonus was credited with the ability to play without violating the betting rules.

Best regards,

Slottica Team

Hello, dear casino representative. I am glad that you answered, despite the fact that your answer contains distorted information about: the order of events (what and how it was and in what sequence).

You write: "It's not the first day we've been communicating with this player and we always stay in touch." --- - - - - - - - - - - - - - - - - - - - - - - All our communication with you was reduced to sending a letter to your address with "demands to return my winnings" and your refusal to return the funds. And with the support chat operator a couple of times, and then "at the very beginning of events".

______________________________________

Let's start in order: so that no one has the false impression that I was warned before I made a random purchase of a bonus round for 9000 - this is not true ....

After all, it was exactly an accident, a one-time and the only one that somehow affected the change in the balance of the gaming account.

You wrote above: * "The player independently describes that there was a warning, i.e. he was informed that it was forbidden to place bets above the maximum allowed, but he still made 9000 st (forgetting about the early warning) and won on this

Having exceeded the balance to almost 200 thousand, the player was able to continue the game for 600 thousand+.

We would like to draw your attention to the fact that in the future the maximum amount does not exceed 150 rubles (this means that the player knew about the bets and tried to take a risk).

In this situation, our team cannot agree that the described situation was an "accident".**" 

I answer you: A sign with information about exceeding the maximum allowable bet appeared at the very beginning of the wagering of winnings from free spins - at the beginning of my journey in the PlaynGo provider, LEGACY OF DEAD slot machine and limited further rotation - this was not fixed (at the very beginning it was..... - just a sign). For my part, I can't understand what exactly are you talking about? That I was warned?

And after a sufficient number of hours of play: completely forgetting that it is impossible to buy a bonus round, since it is expensive. Playing the PRAGMATIC slot machine, out of forgetfulness, I bought a round for 9000. At the moment when I pressed the purchase button, an inscription appeared that the bid was exceeded. But there was nothing I could do since the bonus round had already started and I was not limited to buying this round/bonus for free spins. If in the previous case, with the Play n Go provider, I was thrown out of the game when the bet was raised, then, unfortunately, this did not happen in PRAGMATIC. Immediately after completing the bonus game in pragmatic, I contacted the support chat. This was my first message to the support chat, as well as the last about exceeding the bid. and I was afraid that my game was over because of this purchase of a round of free spins.The support chat operator calmed me down and told me not to worry, everything would be fine if it didn't happen again,,, allowed me to continue playing... this was the only accidental violation on my part, which I immediately reported to my employees. I would like to draw your attention to the fact that after communicating with the support chat operator, there were no more violations on my part. because they weren't there before contacting the support chat... due to the complexity of the translation, I repeat once again: after buying the bonus round, I was told in the chat: play on and most importantly do not break the bet, nothing terrible happened, continue the game. 

This purchase is my only accidental violation. Which I immediately reported. After all, you say yourself that this does not cancel the winnings for one violation} * "We do not cancel winnings for one minor betting violation, this happens, indeed, the staff simply warns the players and asks them not to violate the betting rules anymore."*

If you say that I had some malicious intent to buy a bonus round and intentionally exceed the bet. Then please explain to me: why then, after buying the bonus round, I contacted the support chat and informed the operator about it, asking him to help me because of this unpleasant situation??? 

It is obvious here that everything is transparent and honest on my part and there was no intent, but just an accident!

////And that's what you're talking about, I don't understand??

*"(Since it was a no deposit bonus, the game was written off, and a new bonus was awarded with the same opportunity to play without violating the betting rules.)"*----please do not mislead anyone: neither in the casino, nor in my profile, nor to my email from you nothing came, and we didn't have a conversation about it!

So, dear friends, I hope - I can still use this word in relation to everyone present: Friends... There were no purposeful actions on my part that would be fraudulent or dishonest, there was one purchase, after which I immediately contacted the support chat and received a warning against further such actions. and allowing the game to continue, do not worry about the safety of funds.

my English is not very good, and the translator incorrectly translates some turns of speech. I'm sorry about that.

if something in any of my suggestions is not quite clear to you, write immediately.

dear representative and dear forum, please take into account: the violation was a one-time, accidental (many hours have passed, I forgot), which was immediately reported and permission was granted to continue the game. As you can see, there were no fraudulent or dishonest actions on my part. there are enough screenshots of my appeals and screenshots of my winnings in the collection to decompose all this into time intervals if necessary: write if necessary.

I understand that the amount of the no deposit bonus I won is IMPRESSIVE. and the casino is in no hurry to part with this, but there must be some principles, aspects of fairness and honesty?? So, dear friends, I hope - I can still use this word in relation to everyone present: Friends... There were no purposeful actions on my part that would be fraudulent or dishonest, there was one purchase, after which I immediately contacted the support chat and received a warning against further such actions. and allowing the game to continue, do not worry about the safety of funds.

my English is not very good, and the translator incorrectly translates some turns of speech. I'm sorry about that.

if something in any of my suggestions is not quite clear to you, write immediately.

dear representative and dear forum, please take into account: the violation was a one-time, accidental (many hours have passed, I forgot), which was immediately reported and permission was granted to continue the game. As you can see, there were no fraudulent or dishonest actions on my part. there are enough screenshots of my appeals and screenshots of my winnings in the collection to decompose all this into time intervals if necessary: write if necessary.

I understand that the amount of the no deposit bonus I won is IMPRESSIVE. and the casino is in no hurry to part with this, but there must be some principles, aspects of fairness and honesty??

I provide the original so that the translation of the image does not cause distortion of information.(please translate for yourself and you will see what I am talking about in particular and including more correctly).



I provide the original so that the translation of the image does not cause distortion of information.(please translate yourself, for an accurate translation).dear casino representative, I believe that the return of my honest winnings with the retention of the winnings received for the purchase in the pragmatic 41485 slot will be the most correct, honest decision, will have a very positive impact on your reputation as an honest casino.

41485 you can cancel, return the rest of the money to me.

????

Thank you both for your replies and the information provided.

Dear Anastasya_991,

Feel free to write in your language. The system will translate it, and if anything is not clear, we will ask you.

Dear Slottica Team,

Allow me please to ask you a few questions to clarify the situation.

The complainant claimed that it was not a normal bet/spin, but it is displayed in your screenshot as a transaction or bet of ₽9,000, and the system considers it as one bet. However, it was allegedly a purchase in the game.

What exact feature or in-game bonus was purchased? Was it a batch of free spins? Can you please describe it in more detail? Is there any advantage that the player could gain by using this option?

Is there any rule in the casino's Terms and Conditions that forbids such in-game purchases while playing with bonus money? If yes, what exact rule and where can I find it?

Each player is informed about exceeding the maximum bet amount in case they try to exceed it. Is there any difference between a notification of exceeding the maximum bet amount while playing with an active bonus and a notification of breaching the rules by in-game purchases? If yes, what is the difference and why (as stated by the player) did the system not act like it did when trying to exceed the maximum bet amount?

I checked the rule you referred to above in the EN version of the casino website, and it differs a little in wording compared to the one you posted.

"10.4.2. As a part of providing protection against all kinds of fraudulent schemes Slottica reserves the right to check the payment and gaming activity of customers at any time. And in case of identifying persistent misuse of bonuses Slottica has the right to take measures providing for either disabling the possibility of receiving bonuses in the future, or obtaining compensation for losses incurred."

The rule in your post just says about "abuse" generally. In addition, you stated it yourself:

"We don't void winnings for one minor betting violation, it happens, indeed the staff just warn the players and ask them not to violate the bets again."

Do I understand correctly that we are talking about a one-time exceeding of the maximum bet amount rule? Why does the casino consider it abuse/persistent misuse of bonuses, if it seems quite clear that it was not an intentional bonus abuse, and the player even informed the casino about her mistake immediately? Or, why did the casino customer support representative allow her to continue playing if the casino was informed about it, and it should have been considered a breach of the casino's rules?

Can you please also provide me with the player's complete gaming history?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

I also want to note that my deposits in the casino: SLOTTICA, in total, were made about 100-150 deposits (I don’t know the exact amount and quantity). Of these, there were 8 deposits for the bonus in total (I play mostly without a bonus to the deposit). In total - I am a loser in the institution ... Withdrawed funds, only 5 times.

I would also like to note that my deposits at the casino: SLOTTICA , in total, about 100- 150 deposits were made (I do not know the exact amount and number). Of these, there were 8 total deposits under the bonus (I play mostly - without a deposit bonus). In total, I am a loser in the institution... I have withdrawn funds, only 5 times.

Hello dear All

In the game Book of Golden Sands -it was buying extra spins .

The player received a no deposit bonus, played the game, and at some point bought Spins without unrolling the wager. The amount is 9 thousand. Since she stayed in that game and has not yet fully unscrewed the wager - it was recorded as a bet - 9 thousand.

These extra turns allowed her to play extra.

There are no hidden fees during the game, the bet amount and the purchase amount are displayed to the player, along with a warning about the increase.

The screenshot says a warning that the amount of more than 150 rubles is prohibited in this game.

Hello. It was a completely different sign. And when you click on the "done" button, the bonus game is already spinning. I do not quite understand why you are now moving away from the questions posed to you? It has long been obvious to everyone that there was a random purchase, and after the bonus round I contacted the support service, where I received permission to continue the game! What for one and the same "chew"? There is such an expression: (pour from empty to empty).

Where, here: persistent violation of the rules?

*You said it yourself: (We don't cancel winnings for one minor betting violation, it actually happens, the staff just warn the players and ask them not to violate the bets again)*.

My game balance, at the time of purchase, was already very good "big". And this amount of winnings from the Pragmatic bonus game did not affect my gaming session in the future!

It didn't give me any advantage.

Since my balance only increased, With or without this amount (from the purchase), I would still go to the slot from PlaynGo, where I ended up received a prize of 388800 rubles!

Therefore: remove the winnings from this bonus game, and send the rest of my winnings to me.

Be willing to admit the obvious.

Everyone understands perfectly well that you simply do not want to pay out such a big win, and even from a no deposit bonus (for a birthday).

Please don't waste time! Since February, you are tightening it. June is coming soon!

Look at the balance.

41485 rubles. You can subtract.

I think I need help in speeding up the solution of the problem, since the solution is moving forward for a very long time: "almost half a year". And there are no shifts in the problem, it can thus continue indefinitely! Very little specifics from the casino.

Hello,

After your first  appeal you have been accrued the bonus with exactly the same no deposit bonus with the same conditions.

Where you had the opportunity to play without breaking the rules.

Since your purchase of additional spins during the game for a no deposit bonus played a role in the whole game as a whole, this served as the zeroing of this particular game.

We are sorry that this is exactly what happened, but to influence your game or change the course of events - we don't have the technical ability.

In this appeal, we don't see what else we can discuss additionally.

Best regards,

Slottica Team

Dear casino representative: let's decide something. Please enter into a full-fledged dialogue, everything takes a very long time. Let's look for a compromise.

After all, you understand that I completed the necessary turnover of funds. For my part, there was only one accidental violation, after which I immediately turned to support and where they told me: continue the game - Do not worry, everything will be in order.

The team of this forum, delivers my messages with a delay, For publication ...

You didn't pass anything!

Now I see my message, not yet published, sent 22 hours ago. But now is not about that.

No bonus was reissued to me from you, If you are talking about it. I repeatedly tracked my personal account, after your first message here in the forum, as well as mail, I thought it was translation difficulties, and nevertheless I looked through the available bonuses in my account, everything was always empty everywhere. There were only deposit bonuses so please don't mislead others.

It's you, me, suggesting to issue this bonus again, on the same terms???

Your support allowed to continue the game (this is all the more spelled out in your rules and support said that for a single violation, the winnings are not accidentally written off!) And why do you avoid answering this question?

You offer me a replay bonus, I have already successfully made a very large turnover of the necessary bets over 2 million!!!! For my part, I did everything honestly and transparently, I tried for so long and you want me to repeat this again ?!

In this case, return me 142.000 rubles. To my real balance available for withdrawal or to my e-wallet. My current funds, which were at the time of the random acquisition of the bonus round, are in the book of golden sands! Of course, I think that this is unfair to Me, even humiliating, and you ignored my proposal to write off only the received gain in pragmatics.

This proposal of mine does not mean that I agree with your actions, which go against even your rules.

! I see only such a compromise

Hello, Anastasya_991,

Just letting you know that there is ongoing communication outside this thread between me and the casino representative regarding your issue. There are still some unclear circumstances and unanswered questions.

Therefore, although I know the process is taking a long, I am extending the timer for myself, and I will share all the news and updates once I have clear information.

Thank you for your patience and understanding. I sincerely believe that soon we will move somewhere with the case.

Thank you for the clarification. It’s just that I’m already very tired and I have a lot of problems at home ...

I'll try to be patient.

Greetings all,

Dear Slottica Casino team,

Thank you for your previous replies and the details provided. To keep track of the processing time, I will set the timer for you this time. Please, check our conversation on Skype, and provide me with the requested answers and data if possible. In the meantime, I will try to discuss the matter also internally with my team.

Looking forward to hearing from you.

Hello, in fact the casino is very time consuming. I hope the administration of the casino will take into account: their long answers and will try to improve the situation with this.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear Anastasya_991,

There is still ongoing communication between me and the casino representative outside of this thread. Currently, I am waiting for a reply and additional information, but there was also a delay on my side.

In the meantime, allow me please to ask you a few more questions.

You claimed that the casino's system did not allow you to exceed the maximum bet amount while you were playing with the bonus funds. However, in the provided game logs, I see that at the beginning, a bet of a higher amount than RUB150 was deducted from your balance. So - how was it actually? Can you please clarify it?

Could you please remember how many extra spins did you buy within the in-game purchase? What was the value of one extra spin?

Hello. In my very "first top" message, this was described.

I repeat at the very beginning of the game in the PlaynGo provider I accidentally tried to place a bet somewhere around 200 rubles. But it is in this provider that their system is arranged in such a way that they did not miss the bet - the size is larger than allowed. The money from the account for the spin was not withdrawn, there were no changes in the balance, it just seemed to be updated and the sign was, As a result, I returned to the correct rate "I realized that it was 150 rubles." There was nothing more like it.

As for the purchase of a bonus round in the PRAGMATIC provider, I have already indicated the data above more than once. I repeat: the purchase amount is 9000 rubles -10 spins with a random expanding sign. Bet per (spin - spin) 90 rubles.

Branislav, I would also like to get acquainted with this data from the rate log, which you asked for clarification.

I also ask this forum not to close the discussion of the complaint. Especially at the casino: the rating on your site is very low and there is simply nowhere to lower it further. The only thing they can do to improve their rating is to fairly resolve this claim - to pay out the winnings or return all the money that I had at the time of the purchase of the bonus - although this is much less than my winnings and unfair to me, but I agree to concession data . Because I'm just tired.

By the way, I would like to know the number of deposits and the number of withdrawals from this casino. And also, if possible, the amount.

Today I made a small deposit, now I'm playing.

And the purchased bonus game in the Pragmatic provider was not automatically stopped by the system and there was no way to cancel it. Unlike PlayGo.

Dear Anastasya_991,

I am afraid you did not state the value of 1 spin from the bonus purchase before.

Although it is clear that we are talking about a purchase of 9000 RUB, it is not clear what the value of 1 spin was.

Can you please look at your explanation and correct it? 10 spins for 9,000 RUB means 900 RUB per spin, not 90.

However, I am still waiting for a response from the casino representative outside of this thread.

Dear Slottica Casino team,

Could you please look at my last message on Skype and provide us with an update?

In the bonus game, the cost of one spin - spin, was 90 rubles, 10 skins for 90 rubles. And the very fact of getting a bonus round, the loss of the required number of scatter symbols } "bonus symbol", costs 9,000 rubles.

The bet per spin is 90 rubles.

Thank you for your explanation, Anastasya_991.

Let's wait for the casino's response.

We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Greetings all,

Dear Slottica Casino team,

It is taking quite a long, and in the meantime, I also discussed the matter internally with the team and management, which only confirmed our attitude indicated several times above and outside of this thread.

Let's move forward, please.

As all the circumstances and our opinion were explained in detail, we recommend the casino restore the player's winnings from the bonus in question, deducting the winnings from the prohibited purchase, since we are talking about a one-time mistake. Basically, the player informed the casino customer support about it immediately, and the illegitimately accumulated winnings from the purchase did not have an influence on her further winnings.

Is the casino please able and willing to restore the complainant's winnings without 41,485.5 RUB, or the decision remains unchanged?

As for the disputed amount clarification, I have a few additional questions.

What is the maximum cashout from this bonus, and where can I find the terms and conditions for this bonus?

Can you please provide me with confirmation from the game provider that it is not possible to investigate it?

Looking forward to hearing from you.

I will answer you, instead of the casino administration: there are no restrictions on the withdrawal of funds from a no deposit birthday bonus. How much you managed to win (increase the balance) from the player and you get the winnings.

PS made another series of deposits, apparently so far luck is not on my side.

Alright, thank you for the information, Anastasya_991. Let's wait for the casino's final decision.

Although the 2 weeks period should have ended tomorrow, I extended the timer until Friday. However, we will further proceed with the matter according to the casino's response here or outside of this thread. I am still waiting for their response.

We are waiting...

Dear Anastasya_991,

I am sorry for the delay.

Despite having extensive discussions with the casino representative and several attempts to explain to them our attitude toward the casino's decision in detail, unfortunately, the casino is not interested in reconsidering its position and decision, and since they did not respond to the matter for a long time, the issue is obviously closed for them.

I am sorry, but I am afraid there is not much that can be done without cooperation from their side. Therefore, now I will mark the complaint "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react or reconsider its decision, we will reopen the complaint and you will be notified by email. The disputed amount will be decreased by 41485,5 RUB.

In the meantime, I recommend that you contact the responsible gaming authority - C.I.L. (Curaçao Interactive Licensing N.V.), and submit a complaint to them (info@curacaolicensing.com and/or helpdesk@curacaolicensing.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if it is needed. Please note it is a rather passive licensing authority and you can wait several weeks for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

If you need help or have news from the regulator, feel free to contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru