The player from Germany wagered a 110% bonus and won €3,400 after depositing €50. However, the casino informs him that he can only withdraw €825 due to a withdrawal limit based on his initial deposit, claiming he won during an active bonus period, which he disputes.
Slotvibe Casino - Player’s winnings have been confiscated.
Amount: €2,575
Slotvibe Casino
Safety Index:HighSafety Index
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Case opened
Current status
Waiting for player to reply
2d 4h 43m 56s
Case summary
4 days ago
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1 month ago
Translation
Hello,
I had completely wagered a 110% bonus and was left with €120.
(The deposit was €50)
I wanted to withdraw it via bank transfer, but the minimum amount for withdrawal is €200, and I couldn't use any other method for withdrawal.
So, I continued playing with the money and luckily won €3,400 on Book of Power.
Then I requested to withdraw the money via bank transfer.
After a few days, I was told that the maximum amount I can withdraw is 15x my deposit?!
But the bonus had long been wagered, so I was playing with real money. After discussing with the chat support, I was told that I apparently won the money while an active bonus was in place, which is not true!
As it stands, I can only withdraw €825 instead of €3,400.
I won without an active bonus, and yet the money was confiscated.
I am requesting support in this matter.
Automatic translation:
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1 month ago
Dear Chris7391,
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 post a screenshot of your bonus history here in this thread?
- Can you check your casino profile for the exact date and time when the wagering requirements were met? If you find it, please share a screenshot here.
Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here with other evidence.
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
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1 month ago
Translation
Here you can see that only one bonus was active and it had already been implemented.
Afterwards I wanted to withdraw 120€, but you need 200€ for bank transfer.
Then I continued playing and everything took its course as already described.
VG
Christian
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1 month ago
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I was able to ask about the wager end in the chat (see picture)
This shows that the wager was finished.
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4 weeks ago
Thank you very much, Chris7391, for your cooperation. I will now transfer your complaint to my colleague Peter (peter.m@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.
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3 weeks ago
Dear Chris7391,
I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Slotvibe Casino to the conversation to participate in the resolution of this complaint.
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2 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.
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1 week ago
Hi Chris7391,
We are trying to use all available communication means to contact the casino before we close the complaint. I will let you know when there's news.
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1 week ago
Hello Chris7391 and Casino Guru,
We have taken a look at the case and have decided to pay the outstanding amount. You will be contacted via email by one of our managers soon to initiate the withdrawal process.
Kind regards,
The SlotVibe Team
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4 days ago
Thank you Slotvibe Casino team for your help.
Dear Chris7391,
Please let us know when you receive your funds.
Chris7391 has 2d 4h 43m 56s to reply
