The player from Greece reported that the casino had confiscated his winnings, preventing any withdrawal. The complaint was reviewed, and it was found that the player had played a restricted game, Sugar Rush, while using a bonus, which led to the confiscation of €5,000. Although the casino credited back the player's deposit as a gesture of goodwill, the player expressed dissatisfaction, arguing that other casinos provided clearer warnings about restricted games. The Complaints Team concluded that while they understood the player's concerns, the casino maintained its position, resulting in the complaint being closed as unresolved. The player was advised to consider filing a complaint with the Anjouan Gaming Authority for further assistance.
Slottio Casino - Player's winnings have been confiscated.
Black points: 1,298
Amount: €5,000
Slottio Casino
Safety Index:Very lowSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
1.9
Slottio Casino has a Safety Index of 1.9, which means some of the considered factors point to a very low level of safety. Explore this casino’s Safety Index
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
2 weeks ago
Public
Public
1 month ago
Dear manolisgkantos4,
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.
- Could you please advise which games you played - slots, live casino, sports betting, etc.?
- Do I understand correctly that the casino confiscated €5,000?
- Did you accumulate your winnings with or without an active bonus?
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
Public
Public
1 month ago
Thank you very much for your reply, manolisgkantos4. Have you received any explanation from the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.
Public
Public
1 month ago
Translation
They told me that I played a game with bonus money and that was not allowed, but they still let me play the pragmatic game and then they gave me my money back.
Automatic translation:
Public
Public
1 month ago
Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you.
Public
Public
1 month ago
Translation
Name:
E*** G***
E-mail:
m***@***.gr
Hi, welcome to our live chat!
Why was my money confiscated, please?
Show translation
Hello!
Text translated
Show original
Good morning
Show translation
Let me check your account please.
Text translated
Show original
😄
How was your weekend by the way?
Text translated
Show original
Good..thank you!
Show translation
❤️
I see the request.
Text translated
Show original
and how it was rejected
Text translated
Show original
there will be a follow-up email from our finance team soon
Text translated
Show original
It appears that the betting rules were violated while you were using the bonus.
Text translated
Show original
You are unfair because you let me lose the game and confiscated the winnings.
Show translation
You have to pay me for this.
Show translation
Don't let me play.
Show translation
I understand your reasoning, Mr. Emmanuel, and I can sympathize with you.
Text translated
Show original
I would like to direct you to our support team.
Text translated
Show original
if you would be so kind as to email them there and they can take a further look at your case
Text translated
Show original
Thanks.
Show translation
You rated our customer service as good.
You left the following comment: Date
I am aware that there are terms and conditions when using a bonus which can be found here
Text translated
Show original
Text translated
Show original
It is technically up to the customer to check the terms and conditions before playing as the terms have been agreed upon.
Text translated
Show original
but you can always appeal your case
Text translated
Show original
Can you please send me a copy of the conversation?
Show translation
unfortunately no we can't
Text translated
Show original
however what I say here applies. according to the terms and according to your ability to email our support team
Text translated
Show original
Do I want to appeal?
Show translation
What exactly is this?
Show translation
Read
you can always contact me for more information in the email I sent
Text translated
Show original
you can request a review of the case to see if the terms are indeed being violated
Text translated
Show original
but just to set expectations that if you used the bonus in a place that was not allowed under the terms you agreed to when purchasing the bonus, as shown here https://slottio.com/terms section 7, then it will not be easy to reverse the decision
Edited by a Casino Guru admin
Automatic translation:
Public
Public
1 month ago
Thank you very much, manolisgkantos4, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@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.
Public
Public
1 month ago
Hello manolisgkantos4,
I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.
We would like to invite Slottio Casino to join the conversation.
Dear Slottio Casino,
Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the evidence to me at michal.k@casino.guru
Thank you
Public
Public
1 month ago
Translation
Thanks for the interest, Michal ❤
You have my approval 🙂
Automatic translation:
Public
Public
3 weeks ago
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.
Public
Public
3 weeks ago
Hello,
I would like to provide some clarification regarding the recent case.
The user in question played a restricted game, Sugar Rush, which resulted in the confiscation of their winnings. A list of restricted games is available in our Terms & Conditions under Section 7.6, and we ensure full transparency with our players. These Terms & Conditions are agreed to upon registration.
As a gesture of goodwill, the deposit amount was recredited to the player’s account, allowing them to continue playing.
We want to emphasize that there have been no wrongdoings in this case.
Thank you for your understanding.
Public
Public
3 weeks ago
Translation
Give me my withdrawal of €5000 and I'll give you the €33 you credited me!
Automatic translation:
Public
Public
3 weeks ago
Dear Slottio Casino,
I have shared my thoughts on the appropriate course of action that can be taken to reach a suitable resolution of this complaint via email. I will await your response.
Dear manolisgkantos4,
Can you please confirm what games you have been playing apart from the Sugar Rush slot? Have you read the bonus rules before you claimed the bonus and played with it?
Public
Public
3 weeks ago
Translation
I'm placing a bet and I only got sugar rush, no, I didn't read anything because other companies don't have similar terms and they warn you when you go to place a game that doesn't agree with the bonus terms when you start the game.
Automatic translation:
Public
Public
3 weeks ago
Translation
For example, the game simply doesn't start when you don't agree to the terms. The owners are irresponsible and deceitful.
Automatic translation:
Public
Public
3 weeks ago
Dear manolisgkantos4,
Thank you for your response.
I have communicated with the casino team outside of the complaint thread and was sharing our recommendations on how this case could be resolved; unfortunately, we were not able to reach a consensus.
While we understand that it is the responsibility of each player to thoroughly read and understand the bonus rules prior to claiming them and to comply with these guidelines, however, relying solely on players to read, memorize, and comply with quite a long list of restricted games is far from a user-friendly or effective solution. In our mission to promote a safe and fair gambling environment for both players and operators, we do not consider it fair to void winnings when restricted games remain freely accessible without adequate safeguards in place.
At Casino Guru, we believe that fostering transparency and fairness requires a more proactive approach from casinos in enforcing game restrictions. Specifically, if certain games are excluded from bonus play, we strongly recommend implementing technical measures to either restrict access to these games while a bonus is active or provide players with a clear pop-up warning when attempting to play restricted games.
I have conveyed our stance on such matters to the casino team and provided our insight on how such a situation could be handled, but regrettably, they have maintained their original position. Unfortunately, we are left with no choice but to consider this complaint closed as unresolved - against fair gambling.
I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if you want to take your complaint further, you can submit a complaint to the Anjouan Gaming Authority (File a complaint - Anjouan Gaming). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.
I can only recommend checking the reviews of each casino before you sign up and only playing in well-licensed and good-rated casinos to avoid disappointments like this in the future.
I am sorry I could not be of more help on this occasion.
Best regards,
Michal
Casino Guru
