Slotilda World Casino - Выигрыш игрока задержан из-за скриншота.

Hello. I played at this casino on Friday and made a deposit, but the money didn't reach my gaming account until Monday. I used a bonus for 100 free spins with no rollover and won a sum of money, then made another deposit. They are refusing to pay out the full amount, basing their refusal on a screenshot.

Здравствуйте.Я и града в это казино в пятницу внесла депозит но деньги на игровой аккаунт поступили в понидельник.Я использовала бонус на 100 free spins без отыгрыша и выгрола сумму потом внесла есче один депозит.Они отказаваются всю сумму выплачивать основываясь на скриншот

Dear nikit25,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

I would like to warn you, that if your deposit has never been credited to your casino account, the only thing you can do is to contact your payment provider. They need to investigate, but bear in mind, that it’s a lengthy process which takes approximately one month. In these cases, casino has its hands tied. Meanwhile, I would strongly recommend not to deposit any more funds until the issue is sorted.

If the money got lost during the transaction, it’s going to take some time before it’ll be credited to your casino account.

Do I understand correctly that the payout is stuck due a verification issue?

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

Best regards,

Nick

No, everything is wrong. The deposit was credited. According to their rules, I could only withdraw 500 euros and the winnings were 950. On Monday I put in a request for 850 euros, they canceled it based on the rule in the screenshot. On Tuesday, only 500 euros were returned to my game account. But I didn’t identify them and lost. My question is why did they cancel 450 euros if 500 were not confirmed for withdrawal? I think they should have canceled this when they confirmed the withdrawal.

Нет все не так.Депозит был зачислен.по их правилам я мог вывести только 500 евро а выгрышь был 950 .В понедельник я поставил запрос на 850 евро они отменили основываясь на правило в скриншоте.во вторник на мой игровой аккаунт вернулись только 500 евро .Но я их не выявил а проиграла.У меня вопрос почему они аннулировали 450 евро если 500 не были подтверждены на вывод?Я считаю они должны были это аннулировать когда подтвердили вывод средств.

Dear nikit25,

I think the screenshot you provided completely describes the situation - as the maximum allowed withdrawal from the free spins was 500€, any balance above that gets confiscated (standard free bonus rules) and the money was returned to your account. As you have lost it, there isn't anything else we are able to do and we will be now forced to close the complaint.

Best regards,

Nick