SlotaCasino - Выигрыш игрока был несправедливо уменьшен.

Hello

I deposited 910 euros at Slota on March 8th for this bonus

and then received an 800 euro bonus.

https://slota1.casino/de/promos/womans

After I had met all the bonus wagering requirements, my total balance was reduced from 6400 euros to 1000 euros, even though there was no maximum cashout for this bonus.

I had carefully read the casino's bonus terms and conditions beforehand and could not find any information about the maximum cashout.

In the bonus description there was no information about the maximum cashout (see screenshots) and I couldn't find a maximum cashout for deposit bonuses with deposits in the general bonus terms and conditions either.

it only says that no deposit free spins and cash bonuses without deposit have a max cashout of x10 of the bonus

I contacted my VIP manager at Slota to ask why my winnings were reduced to 1000 euros.

He told me that the bonus had a maximum cashout of 1,000 euros and also sent me the casino's bonus terms and conditions.

apparently has

The casino recently changed the bonus terms and conditions, but when I deposited for my bonus and played, this new bonus rule did not apply.

It is point 19 in the bonus terms and conditions:

Winnings from deposit bonuses or free spins placed in the "Promotions" tab can be withdrawn up to a maximum of 1000 EUR / 1500 CAD / 1500 AUD / 1500 NZD / 10000 NOK / 8000 DKK / 5000 PLN / 1000 CHF / 400,000 HUF. Any additional winnings will be deducted from your balance.

I made screenshots of the bonus conditions on the day I deposited for the bonus, which prove that this new bonus paragraph 19 and this 1000 euro max cashout did not exist before.

The general bonus conditions on March 8th when I deposited for the bonus:

the bonus conditions today:

I am already verified at the casino and this is not my first withdrawal

I hope you can help me to clarify this case

Thank you

Unfortunately I could not upload any screenshots

hallo

ich habe bei slota am 8.3. 910 euro eingezahlt für diesen bonus

und habe dann 800 euro bonus erhalten.

https://slota1.casino/de/promos/womans

nachdem ich alle umsatzanforderungen des bonus erfüllt hatte wurde mein gesamtes guthaben von 6400 euro auf 1000 euro reduziert obwohl es für diesen bonus kein max cashout gab.

ich habe mir nämlich vorher die bonusbedingungen des casinos sorgfältig vorher durchgelesen und konnte keine angaben zum max cashout finden.

in der beschreibung des bonus gab es keine angaben zum max cashout (siehe screenshoots) und auch in den allgemeinen bonusbedingungen konnte ich kein max cashout finden für deposit bonus mit einzahlungen.

dort steht nur das no deposit free spins und cash bonuses without deposit einen max cashout von x10 des bonus haben

ich habe meinen vip manager bei slota kontaktiert warum mein gewinn auf 1000 euro reduziert wurde.

er teilte mir mit das der bonus ein max cashout von 1000 euro hatte und schickte mir dazu auch die bonusbedingungen des casinos mit.

offenbar hat

das casino vor kurzem die bonusbedingungen geändert aber als ich für meinen bonus eingezahlt hatte und gespielt habe gab es diese neue bonusregel nicht.

es ist punkt 19 in den bonusbedingungen:

Gewinne aus Einzahlungsboni oder Freispielen, die auf der Registerkarte „Promotions" platziert sind, können bis zu einem Maximum von 1000 EUR / 1500 CAD / 1500 AUD / 1500 NZD / 10000 NOK / 8000 DKK / 5000 PLN / 1000 CHF / 400 000 HUF abgehoben werden. Alle weiteren Gewinne werden vom Guthaben abgezogen.

ich habe extra vorher noch screenshoots der bonusbedingungen gemacht an dem tag als ich für den bonus eingezahlt habe die belegen das es diesen neuen bonusparagraph 19 und dieses 1000 euro max cashout vorher nicht gab

die allgemeinen bonusbedingungen am 8.3. als ich für den bonus eingezahlt habe:

die bonusbedingungen heute:

ich bin im casino bereits verifiziert und es ist nicht meine erste auszahlung

ich hoffe sie können mir helfen diesen fall zu klären

vielen dank

leider konnte ich keine screenshoots hochladen

Dear fowi30,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing.

Could you please try posting the screenshots one more time? If you're still unable to upload the pictures to the thread, forward them directly to me at veronika.f@casino.guru. Kindly include the conversations with the casino customer support as well.

I hope we will be able to help you resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards

Veronika

hello veronika

I sent you an email

hallo veronika

ich habe ihnen eine email gesendet

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

Dear Kubo,

We would like to emphasize that, according to our Bonus Terms and Conditions:

Point 19: Winnings from deposit bonuses or free spins, as listed under the "Promotions" tab, are subject to a maximum withdrawal limit of 1000 EUR / 1500 CAD / 1500 AUD / 1500 NZD / 10,000 NOK / 8,000 DKK / 5,000 PLN / 1,000 CHF / 400,000 HUF. Any winnings exceeding this limit are automatically deducted from the balance.

That being said, we always strive to be fair and transparent with our players. While these rules are in place to ensure compliance, we understand that this particular situation may have led to some confusion.

As a gesture of goodwill, we have made an exception and recovered the confiscated winnings, which are now available for withdrawal.

We hope this resolution reflects our commitment to fairness and player satisfaction while maintaining the integrity of our policies.

Kind Regards,

Slota Casino Representative

Dear fowi30,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the SlotaCasino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear SlotaCasino,

Could you please clarify the details of this case, specifically regarding the alleged amendment of bonus terms after the player had already claimed the bonus, which led to the confiscation of the part of player's winnings?

Your response and cooperation in addressing these concerns would be greatly appreciated.

Thank you in advance for your time.

Best Regards,

Kubo

The confiscated winnings of 5388 euros were credited back to my account.

I have now requested a payout and will keep you updated regularly as to whether everything has been paid out

der konfizierte gewinn wurde von 5388 euro wurde zurück auf mein konto gebucht.

ich habe nun eine auszahlung beantragt und werde sie regelmässig mit updates informieren ob alles ausgezahlt wurde

Dear SlotaCasino,

Thank you for your response and for reconsidering your decision in the spirit of fair play and a pro-player approach. Your cooperation is truly appreciated.

Dear fowi30,

Thank you for the update. I’ll keep the complaint open until you successfully withdraw your funds.

Dear fowi30,

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.

so far 2000 euros have been paid out

bisher wurden 2000 euro ausgezahlt

Dear fowi30,

I hope you're doing well. I'm following up regarding the status of your withdrawal. Have you received any additional payments since April 9?

Thank you in advance for the update.

so far 3500 euros have been paid out

bisher wurden 3500 euro ausgezahlt

Dear fowi30,

Thank you for keeping me updated.

As the payouts are being processed regularly, there is no reasonable doubt that the full amount will be paid out shortly. Therefore, I will proceed with closing this complaint as resolved.

If the payouts stop or slow down significantly at any point, please don’t hesitate to reach out to me via email at jakub.m@casino.guru.

Thank you for your cooperation. If you face any further challenges with this or any other casino, please feel free to contact our Complaint Resolution Center. We’re always here to help!

We hope you had a great experience with our services. Although we don’t charge fees or accept tips, your feedback is essential to us. If you could take a moment to share your experience on Trustpilot (link here), we would really appreciate it. Your honest review and any suggestions for improving our complaint resolution process would be invaluable, helping others who might need assistance.

Thank you for helping us improve!

Best Regards,

Kubo