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I would like to submit a complaint about SlotsGem.

My account balance was adjusted and winnings were confiscated due to alleged "bonus abuse", specifically related to a maximum bet rule when using a bonus.

The casino claims that I violated their bonus terms, however, I have not received sufficient evidence or detailed records of the alleged violation.

I requested:

The exact version of the bonus terms applicable at the time of activation

Detailed wagering history showing the alleged breach

A formal final decision (deadlock letter)

The only explanation provided so far is a generic statement that the decision was made internally based on their terms and conditions.

I believe the situation requires independent review, as I have received no transparent evidence to support the confiscation.

Account details and support screenshots can be provided upon request.

Furthermore, I was informed by the support team prior to the withdrawal review that my account was "OK for withdrawal processing".

The funds were subsequently confiscated after a subsequent internal review, which was not communicated at the time.

Thank you.

Eu gostaria de enviar uma reclamação sobre o SlotsGem.

O saldo da minha conta foi ajustado e os ganhos foram confiscados devido a suposto "abuso de bônus", especificamente relacionado a uma regra de aposta máxima ao usar um bônus.

O cassino afirma que violei seus termos de bônus, no entanto, não recebi evidências suficientes ou registros detalhados da alegada violação.

Eu solicitei:

A versão exata dos termos de bônus aplicável no momento da ativação

Histórico detalhado de apostas mostrando a suposta violação

Uma decisão final formal (carta de impasse)

A única explicação fornecida até agora é uma declaração genérica de que a decisão foi tomada internamente com base em seus termos e condições.

Acredito que a situação requer revisão independente, pois não recebi evidências transparentes para apoiar o confisco.

Detalhes da conta e capturas de tela de suporte podem ser fornecidos mediante solicitação.

Além disso, fui informado pela equipe de suporte antes da revisão de retirada de que minha conta estava "OK para processamento de retirada".

Os fundos foram posteriormente confiscados após uma revisão interna subsequente, que não foi comunicada na época.

Obrigado.

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Dear Anaisa20,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with SlotsGem regarding your account balance and the confiscation of your winnings.

To better understand and clarify the situation, could you please provide answers to the following questions:

• What specific bonus were you using when the alleged ‘bonus abuse’ occurred? Please provide screenshots or the link to the bonus.
• Please provide the dates for bonus activation and completion of the bonus wagering requirement.
• Could you please provide screenshots of your betting history during the active bonus?

Your cooperation in providing these details will help us investigate and work towards a resolution. It is essential for us to gather as much information as possible in order to address your concerns effectively.

Thank you in advance for your reply.

Best regards,

Jean

Dear Jean,

Thank you for your reply.

Unfortunately, at the moment I don't have access to the bonus promotion or the full history of bets placed during the period when the bonus was active. After the casino's decision and the removal of the winnings, I cannot locate this information in my account.

I therefore request that the following information be requested directly from the operator:

Copy of the promotion and terms of the bonus that was active in my account;

Complete history of bets placed during the bonus period;

Identification of the bets that allegedly violated the maximum bet rule;

Proof that this rule was clearly and prominently displayed when the bonus was activated.

I am fully willing to collaborate and provide any additional information I can.

Best regards,

Anaisa20

Caro Jean,

Obrigado pela sua resposta.

Infelizmente, neste momento não tenho acesso à promoção do bónus nem ao histórico completo das apostas efetuadas durante o período em que o bónus esteve ativo. Após a decisão do casino e a remoção dos ganhos, não consigo localizar essas informações na minha conta.

Solicito, por isso, que sejam pedidas diretamente ao operador as seguintes informações:

Cópia da promoção e dos termos do bónus que estava ativo na minha conta;

Histórico completo das apostas efetuadas durante o período do bónus;

Identificação das apostas que alegadamente violaram a regra de aposta máxima;

Prova de que essa regra foi apresentada de forma clara e destacada no momento da ativação do bónus.

Estou totalmente disponível para colaborar e fornecer qualquer informação adicional que esteja ao meu alcance.

Com os melhores cumprimentos,

Anaisa20

Dear Anaisa20

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Mirka, (miroslava.d@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Jean

Dear Anaisa20,

My name is Mirka, and I will be assisting you in solving this case. Now I would like to invite SlotGems Casino representative to join this conversation.

Dear SlotGems Casino,

Could you please provide clarification regarding this case? Please also include supporting evidence.

Thank you in advance.

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.

Dear Anaisa20,

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to.

I will mark the complaint as "unresolved" in our system. 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.

I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Mirka Dubasova