Slottica Casino - Dobitnici igrača iz bonusa su otkazani.

I made a deposit 25€ and activated bonus for free spins (i won 6,xx€). Then i started to play first slot. I thought that the bet is 0,2€, pressed spin and saw that i made a mistake when 2€ was reduced from my account. I immediately closed slot, because the bet was too high. I played quite a while, with low bets. Because of that one spin, without any warning, they refused to pay me out. When I tried to explain myself on online chat, they ended the chat and blocked my account. I know that that is violation of terms, but it was honest mistake and their response was not appropriate. I don't care about that money, just wanted you to know that run away from that casino.

Dear Mitja,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I checked the casino’s T&Cs and I found the rule:

"Betting more than 2 EUR (2 USD, 150 RUB, 9 PLN) at once while having an active bonus can be considered as misuse of bonus offers and can lead to exaction of all wins received in such way."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

If software enforcement is not possible, each case should be judged separately, so that only players who have broken the rule knowingly and systematically to gain an advantage are punished.

Mitja, please could you forward your game history from the bonus play together with communication between you and the casino? My email address is kristina.s@casino.guru. Thank you in advance for your reply.

Best regards,

Kristina

My account is deleted. As I said I don't want that money and I don't care anymore. I only have my own history of playing. I played first slot, made that mistake of betting 2€ one time. As soon as I saw that i closed slot and opened another one, betting some time, played the third and so on all with small bets. Later on I opened that first slot and (un)fortunately for me it was (guess) a winner. First spin - bonus. I played with small bets, like i did before. And it got me 60€ more. So I think if that first spin wasn't a winner, that wouldn't be a problem and my opinion is thats why they refused to withdraw the money. It was not intentional in any way and I tried to explain that to them. As they didn't want to hear that, i asked them to delete my account because I don't want to play there anymore. I considered a lot if I should make this complaint. And I did it because I want people to know that they are doing things unfair by my opinion.

Mitja, we, of course, cannot force you to cooperate with us to try to solve this case and find out what happened, if you are not interested in your winnings anymore. But from that bonus condition, the bet of €2 should still be allowed, because only bet of more than €2 are considered as breaching the maximum bet limit.

Did the casino tell you, that your winnings are confiscated because of this one bet?

But, if you don't want to continue our investigation, and only wanted to share your experience with us, please let us know and we will close the complaint.

No they replied to me that I exceeded 20% of the amount that I won on bonus. I think that was about 1,32€ (20% of 6,xx€, I dont remember). That’s the point. And I understand their point of view. I know that is violation of terms. But their response was like you did that on purpose, like i knew that bonus will be won on first spin. You know thats one in thousand or even ten thousand cases i dont know. I am pretty sure that if that spin wouldnt win, the withdraw would be possible. The account is deleted and i cant access the chat and everything. You can close down the case if it is easier on you.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. I understand that it was only one bet, but since you won from it and breached the maximum allowed bet at the same time, sadly, there is nothing we can do. Sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.