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Hello,

I deposited €150 at the casino and used the bonus. After wagering the bonus I wanted to cash out the €1500 I won. After I had to submit some documents later, I received an email that my payout was canceled. The reason for this was an alleged bonus manipulation. I wrote to the live chat, which couldn't help me either. I really want to know why I was accused of manipulation. I played normally like in any casino and never had any problems. Now, instead of €1,500, there are only €150 on my acc that I paid in

Hallo,

ich habe in dem Casino 150€ eingezahlt und den Bonus genutzt. Nachdem ich den Bonus umgesetzt habe wollte ich nun meine 1500€ auszahlen lassen, welche ich gewonnen habe. Nachdem ich einige Dokumente nachreichen musste , erhielt ich eine Mail das meine Auszahlung storniert wurde. Grund dafür war eine angebliche Bonus Manipulation. Ich habe mit dem Live Chat geschrieben , der konnte mir auch nicht weiterhelfen. Ich möchte wirklich wissen warum mir Manipulation unterstellt wurde. Ich habe ganz normal gespielt wie in jedem Casino und nie Probleme gehabt. Jetzt sind auf meinem acc statt 1500€ nur noch die 150€, welche ich eingezahlt habe

Hello gent,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slotimo Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise what bonus did you use? Can you access your betting history and forward it to nikolas.b@casino.guru? Did they ever specify the exact reason of voiding your balance? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello Nick,

the bonus I used was bonus code FS300SO. That was 125% on deposit + 75 free spins. I wrote to live chat yesterday and they informed me that there was a manipulation and that's why my money was taken. When I asked for the exact reason, the live chat couldn't help me and I was told to contact the support team. I have also sent an email to the support team but have not yet received an answer. I am sending you the alleged reason why I could not pay out my money. I'm supposed to have violated the terms of use, which I can't understand. Unfortunately, I cannot access my betting history. I hope you can help me here.

Hallo Nick,

der Bonus welchen ich genutzt habe war der Bonuscode FS300SO. Das waren 125% auf die Einzahlung + 75 Freispiele. Ich habe gestern mit dem Live Chat geschrieben und sie haben mir mittgeteilt das eine Manipulation vorliegt und ich aus dem Grund mein Geld entnommen wurde. Nach meiner Nachfrage nach genauem Grund konnte mir der Live Chat nicht weiterhelfen und ich sollte mich beim Support Team melden. Dem Support Team habe ich nun auch eine email geschrieben aber noch keine Antwort erhalten. Ich sende dir den angeblichen Grund warum ich nun mein Geld nicht auszahlen konnte. Ich soll gegen die Nutzungsbedingungen verstoßen haben, was ich aber nicht nachvollziehen kann. Auf meinen Wettverlauf kann ich leider nicht zugreifen. Ich hoffe sie können mir hier weiterhelfen.

Hello gent,

We believe that the following term is not fair to use against the players which we also explained in the casino review on our website:

"- Increasing the balance, then changing the gaming pattern significantly (bet, game type, bet structure, etc) in order to complete the wagering requirements for the bonus

- Making large bets leading to a substantial gain followed by a drop in bet size equal to or greater than 75% of the previous average bet size in order to complete the wagering requirements for that bonus."

I will now forward your complaint to my colleague Matej who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello gent,

I am sorry to hear about your troubles.

In this situation, the explanation and game log would be handy. Therefore I would like to invite the casino representative into the case:

Dear casino representative, could you please explain the situation?

Dear Matej, 

We detected bonus manipulation in regards to the player’s betting activity. Please note that this was explained to the player on several occasions via email. 

For the sake of the complaint in the forum an explanation will be provided here as well. 

The player used a bonus (FS300SO) in the period: from 01/11/2022 22:20:54 to 02/11/2022 00:34:20. 

During this period Gentrit made bets which are in direct violation of the Terms & Conditions: 

"Section 8. Bonus Rules, point: 

8.8.1. Manipulation of the Casino Bonus may consist of, but is not limited to: 

• Placing bets that are specified as restricted play in the rules of the relevant promotion 

• Increasing the balance and then changing play behavior (bet, game, type, bet structure, etc.) to meet the bonus wagering requirement 

• Making large bets that result in a substantial win, followed by a wager decrease of at least 75 % of previous average wager to meet wagering requirements for this bonus" 

As explained this information was provided to the player. However, after further investigation we found out that an additional rule of the T&C was breached as well. While using the bonus Gentrit made bets which are 5% higher of the given bonus: 

Bonus amount: 187.5 EUR, 5% of that amount is 9.38 EUR (highest bet allowed) 

The player has multiple bets that are way higher (up to 500 EUR per bet) than the highest allowed bet.  

T&C: 

12. Restricted Gameplay: 

- Placing bets with minimal or no risk  

- Wagering made using the Gamble Feature on Slot games  

- Placing bets of amounts higher than 12 €/$/£ (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower. 

These are the reasonings behind the voided winnings.  

Kind Regards, 

Slotimo Casino Team

Hello gent,

Could you please confirm that you were making bets higher than €10?

Dear gent,

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, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.