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I won a big sum. I didn’t lose a lot and left 50,000 UAH for withdrawal. I made a request for withdrawal of 25,000 UAH, 25,000 remained because there is a limit.

I wake up in the morning and there is no money in my account!! The money was written off. I contacted support, they said that I allegedly violated their rules. That they cannot cancel or debug the bonus. And the money was cancelled. But I did not cancel any bonus, did not debug!

I asked for information about which game the bonus was canceled in, but they refuse to answer, referring to the fact that they do not have this information.

Я выйграла крупную сумму. Не много спустила и оставила 50000 грн на вывод. 25000 грн я сделала заявку на вывод, 25000 осталось так как там лимит.

Утром просыпаюсь, а на счёту нету денег!! Деньги списали. Я обратилась в поддержку, они сказали,что я якобы нарушила их правила. Что у них нельзя отменять или отлаживать бонус. И деньги обнулили. Но Я никакой бонус не отменяла, не отлаживала!

Я попросила предоставить мне информацию, о том в какой игре был отменён бонус, но отвечать они отказываются, ссылаясь на то что у них нету данной информации.

Dear Татьяна,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I hope I understood correctly that your winnings have been confiscated due to a bonus rule violation while you suggest that you have played with real money only.

From the forwarded live chat transcript I understand that the following rule has been used to cancel your winnings (link):

"10. Bonus money

After creating an account on Slottica you can be rewarded with bonus money - encouragement for various achievements. The amount received after wagering a free registration bonus may be subject to additional limits.

...

10.4.3.5. The player postpones game rounds, including free spins or bonus games, or generates game progress to collect the winnings later."

Could you please forward a screenshot of your bonus history to petronela.k@casino.guru?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Look, I was not awarded with bonus money. I won the tournament, they gave me free spins without a wager. That is, they did not have to play. And I raised over 100 thousand on them. I lowered up to 50,000 thousand and decided to withdraw them. I put 25,000 on the withdrawal, I woke up in the morning, but there was no money.

I didn't have any pending bonuses.

Смотрите, меня не награждали бонусными деньгами. Я выйграла в турнире, мне дали фриспины без вейджера. То есть их не надо было от игрывать. И я на них подняла более 100 тысяч. Спустила До 50000 тысяч и решила их выводить. 25000 поставила на вывод, утром проснулась,но денег нет.

Никаких отложенных бонусов у меня не было

I see. Could you please advise if you have received tournament winnings? Additionally, please forward a screenshot of your bonus history to petronela.k@casino.guru.

Yes, I won the 70 free spins tournament without wagering. For these free spins, I collected 2180 UAH, since I didn’t have to win back this money, I could immediately put them on the withdrawal, but decided to play on them. And she raised a large amount of more than 100 thousand, lowered it to 50 and decided to withdraw the rest. I got up in the morning, no money. In addition, I won the weekly tournament, and there they also gave free spins without a wager, the amount that came out of them was 830 UAH, I immediately put them on the withdrawal. The application was processed for more than 48 hours, but in the end they were also written off. For alleged violations again. There is no bonus history on this site, so I can’t send you anything. I have a screenshot of the winning amount, a screenshot of the withdrawal amount, and everything they stole

Да, я получила выйграш в турнире 70 фриспинов без вейджера. За эти фриспины я набрала 2180 грн, так как эти деньги отигрывать не надо было, я могла их сразу поставить на вывод, но решила на них поиграть. И подняла крупную сумму более 100тысяч, до 50 спустила и решила остальное на вывод. Утром встала, денег нету. По мимо этого, я выйграла в еженедельном турнире, и там тоже дали фриспины без вейджера, сумма которая с них получилась 830 грн, их я сразу же поставила на вывод. Заявку обрабатывали более 48 часов, но в итоге их тоже списали. За якобы опять нарушения. Истории бонусов на этом сайте нету, поэтому не могу вам ничего скинуть. У меня есть скриншот суммы выйграша, скриншот суммы выводов, и все что они украли

I think I understand. You haven't deposited any funds into your account, instead, all the winnings were accumulated from free tournaments, is that correct?

I made a deposit of 500 UAH, from this amount I began to rise. Raised to 9 thousand, then began to descend. 4 thousand put on the withdrawal. Brought out.

It turns out that when I played, I automatically participated in tournaments, they have it by default.

In the morning, they brought me 4 thousand. Only after that, I activated bonus free spins without a wager, made 2180, and with this money, which went into my account cleanly, I started playing.

Я делала депозит 500 грн, с этой суммы я начала подниматься. Подняла до 9 тысяч, потом начала спускать. 4 тысячи поставила на вывод. Вывели.

Получается, когда я играла, автоматически участвовала в турнирах, у них это по умолчанию.

Утром, мне вывели 4 тысячи. Только после этого, я активировала бонусные фриспины без вейджера, накрутила 2180 и с этих денег, которые чистыми лягли на мой счёт, я начала играть.

Could you please forward screenshots of your cashier and bonus histories so I can set the timeline accordingly? Thank you very much.

Dear Татьяна,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.