Slotorado Casino - Dobici igrača se konfiskuju nakon tehničke greške.

I completed the full 40x wagering requirement on a Welcome Bonus at SlotOrado. After completion, my available balance clearly showed €550. Shortly afterwards the casino deducted €475 without prior notice, leaving me with €75. They claimed this was due to a maximum win limit of x3 on the bonus.

This maximum win limit was not shown anywhere in the bonus terms, the Terms of Service, or the Bonuses Policy that were available to me at the time I accepted and used the bonus.

When I disputed the deduction, SlotOrado eventually admitted in writing that there had been a technical error on their side. This error caused the maximum win information not to be displayed to players. They apologised for the error and confirmed that they have now corrected it so the limits are visible. Despite this clear admission that the restriction was not properly disclosed due to their own technical failure, they refused to reverse the €475 deduction and only offered a promotional code as a goodwill gesture.

I have multiple pieces of evidence, including:

• Screenshots of the bonus terms at the time

• Chat logs

• Their written admission of the technical error

• The formal complaint correspondence

I will also be filing an official complaint with the licensing authority (Curaçao Gaming Authority / CADRE).

In my view, a material restriction such as a maximum win limit cannot reasonably be enforced when the casino itself admits it was not displayed to the player due to a technical error on their part — especially after the wagering has already been completed and the full balance was shown as available.

I would advise other players to carefully screenshot all bonus conditions before accepting any offer at this

ps. I have more proof, but 5 was the maximum attachment

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to clarify your situation.

• Could you please forward me any additional evidence you have regarding this issue at veronika.f@casino.guru?
• When exactly did you activate the bonus, and when did the casino introduce the rule limiting the maximum possible win from this bonus?
• While wagering the bonus, did you see any information in your casino profile regarding the maximum possible win or cashout amount?
• Did you accept the casino’s offer of a promotional code as a goodwill gesture? If so, could you please provide the relevant communication or details of the offer?

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

Dear Veronika,

Thank you for looking into my complaint. Please find my answers below:

1. When exactly did you activate the bonus, and when did the casino introduce the rule limiting the maximum possible win from this bonus?

I activated and started using the Welcome Bonus on 13th of August.

I completed the full 40x wagering requirement, after which my available balance showed €550. Shortly afterwards the casino deducted €475.

The casino has never provided a clear date on which they claim to have introduced the maximum win rule. In their written response they stated that the x3 maximum win "was always" set in their system. However, they also admitted that due to a technical error this information was not displayed to players at the time I accepted and used the bonus.

2. While wagering the bonus, did you see any information in your casino profile regarding the maximum possible win or cashout amount?

No. While wagering the bonus I did not see any information about a maximum win or cashout limit in my casino profile, in the bonus details, or anywhere else on the site. The bonus information that was shown to me only mentioned the 100% match up to €500, 40x wagering, and a €5 maximum bet. There was no mention of any maximum win limit.

3. Did you accept the casino’s offer of a promotional code as a goodwill gesture?

No, I did not accept the promotional code. I clearly informed the casino that I am disputing the €475 deduction itself and that a promotional code is not an acceptable resolution. I can provide the relevant email in which they offered the code and in which I maintained my position that the full amount should be restored.

I have sended you the proof by mail. I remain available to provide any additional correspondence you may need.

Kind regards,

Siem

Dear siem192717

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, Michal (michal.k@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,

Veronika

Hello siem192717,

I'm Michal, and I have taken over your complaint. I have reviewed this case, and I will contact the casino to shed more light on this matter and to see if I can help somehow.

We would like to invite Slotorado Casino to join the conversation.

Dear Slotorado Casino Team,

I understand and appreciate your acknowledgment that, due to a technical issue on your side, the maximum-win restriction associated with the bonus, which is certainly important information, was not displayed to the player.

This lack of transparency may have influenced not only this player but potentially many others to register, deposit, and take part in the offer. Had the maximum-win restriction information been properly displayed from the outset, as it should have been, it is likely the player would not have claimed the bonus and would have rather played elsewhere.

I fully understand that technical issues may occasionally occur, even in the best systems of reputable casinos. Nevertheless, applying a restriction that was not transparently communicated to the player at the relevant time falls short of what we consider a fair approach, particularly when there appears to have been no wrongdoing on the player’s part.

As the player appears to have generated the winnings fairly and in accordance with all other applicable bonus rules, I believe they have reasonable grounds to expect their winnings to be honored.

In light of this, I kindly invite you to reconsider your position and join me in working toward a resolution that would be fair and acceptable to both parties.

Should there be any additional factors relevant to this case that cannot be shared publicly, please feel free to forward them directly to me at michal.k@casino.guru for an independent review.

Thank you in advance.