SlotV Casino - Player’s criticizing false advertisement of bonus.

 Be careful with cslotv. the site promised me 11% cashback with 3x wagers. after i lost over 39,000$, the site gave me only 1000 EURO cashback. i contacted my manager and suddenly they claimed that they put a new rule that limits the cashback to 1000 EURO. i tried to tell them thats unfair and no one noticed me, but they simply ignore it.

This site is absolutely scam. i did everything to get the money they promised me but nothing works. there is a manager named Andrew that promised he will talk with his boss to give me what the site guarantee but after 1 month of waiting he said they wont give me the cashback.

Dear Omer,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked general terms and conditions, and this is what I found https://slotv.com/en/offers:

Unfortunately, if the casino shares all the relevant information on its website, there is not much I can do for you in this matter. Could you please advise if you have received any other bonus rules previously?

Looking forward to hearing from you.

Best regards,

Petronela

The site has limited the cashback to 1000 EURO only at september, after i joined. this is also has no commonsense, since it gives 11% cashback to VIP Commander Members, and only big spenders has VIP Commander Status. therefore, while i lost over 39,000$ at September, i received less than 3%, while the site promised me 11% with 3x wager. no one notify me about that change and it is absolutly unfair.

Is there any relevant communication or supporting evidence that would help us to prove that you've been promised a cashback bonus under different terms?

Could you please advise if you've received a cashback bonus with the abovementioned terms (11% and not limited to €1,000) before September 2020?

When you have registered your account and when the rules were changed?

Thank you in advance for your reply.

Hello,

Ive been registered at Aogust and they put cashback limit of 1000 euro at 1st of October.

They didnt notify, and even if so, they should do it at least 1 month ahead. also, it has no sense to limit cashback 11% to maximum 1000 euro to big spenders, as they usually gamble on over 20,000 euro. therefor, it is very unfair and probably illegal.

Hello,

I fully understand your point of view. We could agree that it is unfair, but is it illegal? Not at all. Casinos are not obligated to reward their players with bonuses and bonus privilege can be limited or revoked at any time without further notice. Could you please advise if you have received any cashback with the abovementioned terms (11% and not limited to €1,000) before October 1, 2020? Looking forward to hearing from you.

I didnt received any bonus of over 1000 euro, thats the problem - once i lost over 39,000$, they just changed the rules and said they limit it to 1000 euro. this is came out of nowhere, without any notice.

Thank you very much, Omer, for providing all the necessary information. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction. Meanwhile, we would like to give a chance to the casino to defend their position.

Hello,

rules of cashback were changed and updated on our website right away. Every player is able to familiarize with the rules at any moment, also the terms of cashback are described in "Offers" section.

The player did not lose 39,000 dollars , as well as he made withdrawals in September. Also besides cashback the player has received multiple cash bonuses within the month of September. Cashback is calculated this way: sum of deposits - sum of withdrawals- sum of bonuses.

Dear player,

you may check your statistics in "History" and "Promo" in order confirm the claim above. In this siituation we are unable to compensate due to responsibility of every player to familiarise with the effective Terms.

SlotV

I did lost over 39,000$ at September. the only reason there were withdrawals at that month was because you were delayed the payments, and did not fulfil your guarantee of withdrawal within 24 hours.

This is another violate of rules you have made.

Hi Omer,

I'm taking over your complaint.

Dear SlotV team,

Let me ask you some questions: 1. when exactly did you change the rules? 2. can you prove that you sent the email mentioned above informing the player about changes in the offer?

The rules of cashback were changed on September first. Here is a screenshot of the email that was sent to the players on 28/08.

I did not receive any email. i checked out all my inbox few times.

Also, in the picture you added it doesent mentioned that the limit will be 1000 Euro.

Dear Omer,

I'm afraid that there is not much we can do in this case. The casino has the right to change its bonuses and bonus conditions at any time. It's also stated in its Bonus T&Cs:

"1.1.3. The Company reserves the right to change the account statuses, the conditions in which they are obtained, as well as any limits and the promotions related to them at any time without prior notice to the account holder."

If the casino sent you an email with a warning prior to the change and you haven't noticed or it landed in a spam folder, we can't really punish the casino for this. If you disagree with our decision, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them.

Best regards,

Peter

We reopened the complaint as per the player’s request. Based on the player’s numerous requests to reopen the complaint, we discussed the issue within the team once more and came to a conclusion. Despite the fact that the player should check the current conditions of a bonus, we find the email that the casino sent to the player lacking one of the most important points which is the cashback bonus limit of €1000. Therefore we are convinced that the player should receive the rest of the bonus amount due. However, the calculation of the bonus amount is as follows: 11% of the cashback from $18 044 is $1984,84 for September. According to the new rules, the player received $1174,70 (1000 euros) due to the limitation of the cashback maximum sum. On the 1st of October, the personal manager of the player added to his account an additional $400 in bonuses. To sum it up, the final amount due is: $1984,84 - $1174,70 - $400 = $410,14

Hello dear Peter,

Im glad to see that you re-open the case, as i believe it is totally justified.

I would like to mention that the amount disputed is more than 2,800$, and i will explain:

During augost 2020, ive requested withdrawals, but due to the site's delayments, they have been made by far delay and been made only in the first days of September.

It is not my fault that the site did not fulfil his promise to withdrawal within 24 hours.

in September, i spent 36,100$ and received only 1,174$. that means should receive an extra 11% of 36,100$ (3,977.6$) minus 1,174$ = total 2,803.6$.

See the following screenshot:

The other bonuses that i received were unrelated to the cashback that has been promised.

Regards, Omer.

Dear OmerKei and Casino Guru,

Unfortunately, there are no rules in the Curacao license that clearly regulate what kind of information should be depicted in an advertisement, in this particular case in mailout. We didn't find claims to write the maximum sum of cashback.

We have sent a notification about changes in our cashback system to all our players. After receiving this information, a player should have visited the website and look at the conditions that have been changed.

According to the casino rules, paragraph 8:

"We reserve the right to modify, add or delete these Bonus and Reward Terms, and you shall be bound by these Bonus and Reward Terms at any time. You are encouraged to review these Bonus and Reward Terms and the other pages on a regular basis in order to determine if we have amended the provision".

Nevertheless, we are very sorry that this situation has taken place, and we will do everything to provide our players with whole information about changes in all jurisdictions from now on and in the future.

We want to apologize for such a nuisance one more time.

As far as we examine every case individually and we want to provide only the best experience in SlotV casino, we agree to cooperate and satisfy the complaint about $410 - the cashback difference that the player couldn't have received due to the changes.

But we want to notify you that we are not ready to consider such complaints in the future from other players because we don't see any rules violation from our side. I'm hoping for your cooperation.

Sincerely,

SlotV Casino

I doesent believe what i actually read.

I wasted over 11 months in complaints and running after you

My time worths alot. and once you rejected any proposal of peace i offered, you should know that it has a price.

If you were offerd me this kind of amount in the first day, than i was probably considered it. i sent over 40 mails, complaints to Curacao, Malta and Sweden authorities, and also spend huge amount of money on Lawyers, after 11 months off aggravation and suffer i had due to your violate of rules and behavior

Dear SlotV Casino,

Thank you for reconsidering and paying the player the remaining amount.

Dear OmerKei,

I'm afraid this is the best you can get out of this deal. If you are still convinced that you weren't treated correctly, as I mentioned above, please turn to the Malta Gaming Authority.

Best regards,

Peter