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GoSlot refuses to pay out my 14,000 euros winnings!

Since March 11, 2022 I have an account on GoSlot, which I have played a lot in the past. The total deposit amount will therefore amount to several 10,000 euros.

In the months before September I stopped gambling for a few months and therefore made no deposits. On September 26, out of the blue, I received a text message from GoSlot stating that I received a 100 euro cash bonus and later a 25 euro cash bonus. I played with this in the period from September 26 to October 2 and ultimately managed to win an amount of 14,000 euros. During the period that the bonus was active, I enforced all bonus regulations.

After requesting a payment of 14,000 euros, many days passed until I was told that the full amount will not be paid out due to the following two regulations:

'2.2.3. No deposit bonuses (money and free spin winnings) are limited to a payout of €25. Any remaining free bonus winnings exceeding the maximum amount will be waived (these terms may vary based on loyalty level).

2.2.4. Scatters bonuses are intended for active-player recreational playing only. An active-player is a player who has deposited and wagered a minimum of €20 or more in the past 30 days. Only active players can participate from non deposit offers.

However, in my opinion, both regulations have been used incorrectly. I will explain my reasoning below for each regulation.

2.2.3: I previously heard from my VIP manager Liam that there is no maximum bonus winnings for my account due to my high VIP level. The regulations also describe that the 25 euro rule depends very much on the VIP level. Liam previously sent me an email in which he indicated that there is no maximum withdrawal limit for my account with cash bonuses. This email has been added to the photos. I also have several examples in the past where I was able to pay out more than 25 euros with a cash bonus.

2.2.4 Goslot personally offered me this bonus through my VIP manager and added it to my account, thereby giving me permission to use the bonus. Here too, I believe that my VIP level should play a role in the decision-making process.

I would still like to see the amount paid out. Looking at the entire situation and the fact that so much money has been transferred from me to GoSlot in the past, it seems fair to me that they should accommodate me in this regard.

Hello robinho1999,

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

Could you please advise since when do you have VIP status? Would it be possible to forward the evidence that the casino offered you the mentioned bonus? When was the last time you deposited into the casino? When was the last time you spoke to the casino and what was it about?

Please forward the requested and any additional documents/proof to nikolas.b@caisno.guru.

Looking forward to your answer.

Regards,

Nick

Hello Nick

Thank you for your response, it is very nice that you are helping me with this situation. I will send you an email with screenshots of the bonus, email contact with the manager and my account. I currently cannot access my account because it is blocked. GoSlot blocked my entire account just after I won the bonus. This means I cannot see when I last deposited.

The account was created in March 2022. I have been a VIP since the summer of 2022 because of very high deposits I have made. I will ask Goslot to get a list of all my deposits. Furthermore, I will email all important documents to you!

I look forward to your reaction,

Thank you

Greetings Robin

Hello Nick

I sended you the email with all the proof. If you need more documents, please let me know 🙂

thanks!

greetings Robin

Hello robinho1999,

Can you please advise what e-mail address did you send it from as I did not receive anything from you yet?

Yes, the email you told me: nikolas.b@caisno.guru, and later also to: nikolas.b@casino.guru

hope to hear from you what the correct mail is 🙂

thanks

Hello robinho1999,

I can see I made a mistake in my first given e-mail. It should be nikolas.b@casino.guru.

Dear robinho1999,

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.

Hello,

Sorry for not responding in the last days, I just came back home from a short working trip.

Thanks for sending the email. I sended you a new mail with all the details and pictures as proof. Can you confirm as you received it?

I am looking forward to your reaction

Thank you robinho1999 for all the information provided. I will now forward your complaint to my colleague Peter (peter.c@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hello there,

Thank you robinho1999 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask GoSlot! Casino for their help in resolving this complaint. We would like to ask what can we do to help resolve this issue.

Thank you!

Hello Peter,

Thanks for helping me with this case!

This week I receiced a document which I asked for earlier this month, with all my history deposits and other information from my account. Is this important information that could help? Then I will sent them to you 🙂

Did you already heard something from GoSlot?

Have a nice evening

Dear robinho1999, you can provide the document to my email. (peter.c@casino.guru) I have spoken to a casino representative and we should expect a response in the thread soon.

Thank you for your cooperation!

Hi! I sended you a few more documents.

One other question: Do you already have all the documents I sended to your co-worker Nick? Documents about mail contact with the goslot manager and some more documents 🙂

Thank you for reaching out, and your patience in the matter. We have looked into the claim from robinho1999 and would now like to address it.

Both Mr robinho1999 and GoSlot appear to be in consensus when it comes to the standard terms and conditions. That is, refusal to pay the bonus funds in question, is in accordance with the website's terms and conditions. Therefore, the disagreement stems not from the bonus terms, but from Mr robinho1999’s opinion of the section of the terms that states that "(these terms may vary based on loyalty level)".

Mr robinho1999 claims that "there is no maximum bonus winnings for my account due to my high VIP level". For starters, we do not have VIP levels at GoSlot, as we treat all our customers as VIP. However, there is a loyalty system which is a dynamic leveling system that can go up or down, as customer's range from being very loyal to GoSlot, to just fluttering by from time to time.

Moreover, no account on GoSlot has a maximum bonus withdrawal limit. The limits are only ever set on the individual bonus itself, and the website's terms and conditions page, promotion pages and bonuses, always display the terms based on a customer having no loyalty whatsoever.

In regards to the term "2.2.4. GoSlot bonuses are intended for active-player recreational playing only". Please note that this term does not specify that it varies based on loyalty level. As by default this term would never automatically apply to a true loyal customer. 

As a gesture of goodwill, due to their past loyalty level, we were prepared to offer Mr robinho1999 a larger sum than the 25 euros maximum withdrawal. However, due to the term 2.2.4. (a min deposit was not made and wagered in the past 30 days) not being fulfilled, the withdrawal was not able to go through. 

Regards,

GoSlot Casino

Dear robinho1999,

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.

Dear GOSLOT,

Thank you Goslot for your response and explanation. However, I disagree with your explanation and arguments. Below I will explain why.

On September 26, I personally received the bonuses from the VIP manager Luke via text message and a telephone conversation. The message was personally addressed to me ('Hello Robin') and so this bonus was personal and intended only for me. In the months before September 26, I was completely inactive on GoSlot without having logged in even once. So at this moment you have given me this personal bonus, which means that in my opinion the term 2.2.4 does not apply to this situation.

In this SMS conversation I received the bonuses of 100 euros and 25 euros on the same day, September 26. The term 2.2.3 indicates that a maximum of 25 euros can be won from a no deposit bonus received. However, you give me a total of 125 euros in bonus money. In my opinion, it would be very unfair if a maximum of 25 euros could be won with this. I understand that this is a rule and that you are referring to it here, even though it makes no sense at all.

The most important aspect is that I previously agreed in the past on September 14, 2022 that there is no maximum cash-out limit for similar bonuses like this. I have also played several times in the past with high bonuses of hundreds of euros and parts of this have also been paid out.

I have a very long playing history at GOSLOT where I have deposited and lost several 10,000 euros. Because of my arguments and my playing history, I expect that the payouts will still take place.

Hoping to have informed you enough. If you have any questions, please let me know!

Yours sincerely,

Robin

Proof of getting the bonus

If you need more documents like a full list of all my deposits that I made or proof of mail contact with VIP manager or something else, please let me know.

Dear Robin,

Thank you for taking the time to explain why you disagree with our explanation, and how you feel that the rules should not apply to you. I can understand that you may feel unfairly treated when the terms and conditions contradict your expectations.

In response to your previous statement, we have not been able to locate a legitimate email with the phrasing ""no maximum cash-out limit for [...] bonuses", that being said, even if such an email existed, this would have been an agreement with a previous VIP, with a previous company. As we have noted and communicated on more than one occasion, including in the latest privacy policy and general terms that you accepted, in 2022 GoSlot was owned by Gammix Ltd. However, GoSlot is now owned by Starscream Ltd. So while you may have been a loyal customer to Gammix, as you stated above, you had never even logged in to your account since GoSlot was taken over by Starscream.

At this point we would like to highlight, that, as mentioned in bonus term "1.18. GoSlot bonuses are intended for recreational playing only", because, as mentioned on our responsible gaming page, playing at GoSlot should be fun and enjoyable, and our mission is to entertain you. Hence, that is why we kept the same bonus terms in place that GoSlot had under Gammix. As gambling should in fact be a fun experience, and we also like rewarding loyal customers. Moreover, we would like to point out that the term 2.2.3 Does Not limit the maximum winnings, as we agree with you that this would in fact be unfair, it limits the maximum withdrawal amount. As this way you can maximize your play time, and in turn, maximize your fun! Just as bonuses are intended to do.

Furthermore, as a professional organization we would always address our customers by their correct name. Beings that active depositors are allowed to make withdrawals, get weekly cashbacks, and get daily free spins. The fact that you received 2 bonuses in one day really reflects GoSlots generosity to allow you some free play without needing to deposit. Whilst I understand this was not the outcome you would have liked, the decision is final as it is aligned with our terms and conditions as highlighted and I hope this brings you clarity to avoid having to go in circles and causing you more frustration.

Regards,

GoSlot Casino

Thank you for the clarification GoSlot! Casino representative.

Dear robinho1999, I think the casino has given a valid explanation for the situation and therefore we will reject this complaint. Thank you for your understanding, I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future.