Slottica Casino - Player's winnings were confiscated.

I won a little over R$ 1000, accruing winnings, initially, I started playing with the Bonus, and then continued playing with the accumulated winnings, after fulfilling 100% of the gameplay, and I requested the withdrawal of my winnings, and the system took 13 days to approve my documents, then said that my winnings had accumulated as a bonus, so it was going to be confiscated, but at no point was there a rule, stating that my winnings would accumulate as a bonus. It's been over 10 days that I've been trying to resolve this with the platform support, and they claim that my winnings were transformed into a bonus, therefore I would have violated platform rules, but if it was in the rules that my winnings would be transformed into a bonus, I wouldn't have continued betting.

Dear pretozago,

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

Please allow me to ask you a few questions, so I can better understand the situation. 

Could you please explain what specific bonus have you redeemed in the casino? When have you redeemed it and when have you completed the wagering requirements?

Could you please send me the communication from the casino where the casino justifies its decision to confiscate your winnings?

My email is tomas@casino.guru

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

Best regards,

Tomas

Dear pretozago,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.

We’ve reopened this complaint at the request of pretozago. We would like to allow this case one more chance to be resolved.

Thank you pretozago, for sending me the requested information.

I went over your exchange with the casino regarding your winnings from a bonus.

Do I understand correctly that while wagering on the bonus your bet was below the R$9 limit?

At which point have you concluded the wagering of the bonus was complete? How was your balance displayed in the casino interface, when you determined the wagering of the bonus was complete?

I'll await your response.

Dear pretozago,

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 without the option reopen it again.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.