SlotV Casino - Player claims that payment has been delayed.

Hi all,

I registered here SlotV Casino today on 3.8.2022 and took the 100% Welcome Bonus. I deposited 180 euros and so I got another 180 euros as a bonus.

I started to play and felt lucky today. I won over 3000 euros in a single game, and after the welcome bonus wagering requirement my balance was almost 5000 euros.

At the end of the wagering I felt great and was preparing myself for a big incoming withdraw. Instantly after the last wagering spins I realized something weird. My balance dropped from circa 5000 euros to 692,50 euros! (see the screenshot).

I asked the chat, and he told something really weird (see the chat screenshots). He told that today morning they had changed the bonus rules so that a person can only take 500EUR from bonus. However, any kind of this does not read on their web page in the bonus rules. The chat told me that they will only be read there on the next morning. I had accepted the rules I read from the web page, and I dont think casino should change the rules during my game session without noticing me or writing the rules down to be visible. Also during the playing session I realized that soon after I started playing certain game, I realized that they changed the amount that counts to wagering from 100% to 50%. These games are not listed in their web bage neither (screenshot). Examples: Fat Rabbit, Mystery Museum.

I read carefully the rules again, and it says in their bonus rules nothing about the maximum winning amount with bonus. I have added the rules here as well as a screenshot. I thought that giving a " 100% bonus up to 500EUR " means the maximum bonus amount, not the maximum winning amount.

Please, help me in any possible way to get my money back.

Dear WinMax,

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

This is not about patience or KYC.

This is about that casino came up with new weird rule during my gameplay and thus stole nearly 5k from my balance.

Please, I need help.

Thank you for your reply, WinMax. Do I understand correctly that the casino changed the bonus rules when your bonus was already activated? Did the casino specify where exactly is this maximum cashout rule stated?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru.

Yes, they did exactly so.

It was added on the next morning to the rules, however, it was not stated there the day I took the bonus.

Dear WinMax and Kristina,

After a long discussion with colleagues, the transfer of funds to the player back to the account was initiated. On August 16, 2022, the funds were credited to the player's account. He can use, play and withdraw the funds. Also, the player made his first successful withdrawal on August 18, 2022

Thank you CasinoGuru Team for your cooperation

Its weird. They asked me to send again documents I had already sent them several weeks ago and they were accepted already.

Dear WinMax,

That was the standard procedure. Thanks a lot for providing all the necessary documents. Your account has been successfully verified. We also remind you that the entire amount has been returned to your account in full

Thank you for cooperation

Hello everyone,

Thank you SlotV Casino for taking your time to investigate the issue.

WinMax, can we now consider this case resolved?

Nope. They have only accepted first withdraw.

They have a limitation that only 1000€ can be withdrawn in 24 hours without any fees so I need to make many withdraws. Now the second has been pending nearly 24hrs.

I understand, I will keep this complaint opened until your confirmation regarding successful withdrawal. Please let me know as soon as you receive the last payment.

Dear WinMax,

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, we’re forced to close this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.