Slottica Casino - Os ganhos de bônus do jogador foram anulados.

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about the issue and understand your frustration. I carefully checked the Bonus Terms on the website, and this is what I found https://slottica.com/en/rules:

„The maximum bet amount to wager the bonus is: 150 RUB / 2 EUR / 2 USD / 9 PLN / 2 CAD / 3 AUD / 20 SEK / 10 TRY / 9 BRL / 30 000 UZS / 60 UAH / 8 PEN / 60 CZK / 4 AZN / 1 000 CLP / 50 MXN / 2 CHF / 200 INR / 250 JPY / 100 ARS / 3 NZD / 20 NOK / 40 ZAR / 0.0000038 BTC / 1 000 KZT. 

In case of doubt, please consult the support service.

Each rate going to bonus wagering should not exceed 20% of the bonus amount. If the rate is 20% or more, such a rate will not count, and the status of the bonus wagering will be reconsidered."

The odd thing is that part of your winnings have been paid already and only later you were accused of breaching bonus rules.

Therefore, please do not hesitate to forward your game history in Excel format to petronela.k@casino.guru as soon as you receive it from the casino.

I hope we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello fowi30,

I looked at your complaint and will do my best to help you. I would like to invite Slottica Casino into this conversation. Casino, can you please specify what is the problem with the player’s winnings?

Hello dear All

This situation occurred due to a violation of the  casino  rules. Change of activity after a big win in order to safely wager the conditions of the bonus:

Terms & Conditions

10. Bonus money

10.4. Persistent misuse of bonuses

10.4.1.The bonus is considered to be a kind of present and encouragement to the players and does not imply any commercial gain or profit by safe wagering of bonus.

Similar activity with abuse by Curacao brands.

Mirror repetitions on new brands allowed us to consider activity as a systematic violation, so the balance was canceled. 

Consideration of individual requests led to a general conclusion on the player  and showed parallel activity on brands.

The violation concerns not only the activity at the casino Slottica Casino  but also our other brands on which the player is registered.

Best regards,

Slottica Team

Dear Casino,

I would like to ask you for evidence, send it to my email: viliam.v@casino.guru, please.

We would like to ask the Slottica Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello dear All

After analyzing all of the above, given that the player has no other violations, we decided to return all winnings to the player's balance and revise this rule for other players.

Dear player, thanks for contacting us, we re-examined your situation and returned everything to your balance. Check, please. 

To receive your winnings, you need to submit a withdrawal request.

Best regards,

Slottica Team

ok many thanks to the casino and the casino guru complaint team.

Can I continue to use bonuses in your casino and continue to play in the same way as I played before without having to worry that my winnings will be canceled?

I haven't done anything forbidden, I play my 2 favorite games with a stake of 2 euros and see what comes next.

ok vielen dank an das casino und das casino guru complaint team.

darf ich in ihrem casino weiterhin bonusse nutzen und weiterhin auf dieselbe art und weise spielen wie ich vorher gespielt habe ohne befürchten zu müssen das meine gewinne storniert werden?

ich habe ja nix verbotenes gemacht,ich spiele meine 2 favoriten spiele auf 2 euro einsatz und schaue was kommt.

have the money in my game account and try to pay it out.

Unfortunately, only 1000 euros per transaction are ever made and you can only make 1 payout.

habe das geld auf mein spielkonto und versuche es auszuzahlen.

es gehen leider nur immer nur 1000 euro pro transaktion und man kann nur 1 auszahlung erstellen.

Dear fowi30,

let me know when you'll receive all of your winnings, please.

profits have been received.thank you

gewinne wurden erhalten.danke

Dear fowi30,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system. Please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help, but I hope you won’t come across a problem like this again.

Best regards,

Viliam Casino.Guru