Slottica Casino - Виграші від бонусної гри анульовані.

Hi there! I have a problem with Slottica Casino. They accuse me of "dishonest game activity" (screenshot of the email is attached). As you can see there, the casino claims that I won a lot of money with high stakes and then reduced my stake. That is not true at all, since I played with a bet of 2 euros all the time. I also played with a bonus, and according to the terms and conditions of the casino, the stake when playing with a bonus is 2 euros! I asked the casino to send me my game history as it is impossible to check on the website. but they totally ignored me, as you can see from the screenshot. I hope you can help me solve this problem.

Hallo! Ich habe ein Problem mit dem Slottica Casino. Sie beschuldigen mich der "unehrlichen Spielaktivität", (Screenshot der Email wird angehängt). Wie Sie dort sehen können, behauptet das Casino, dass ich mit hohen Einsätzen viel Geld gewonnen und dann meinen Einsatz reduziert habe. Das entspricht überhaupt nicht der Wahrheit, da ich die ganze Zeit mit einem Einsatz von 2 Euro gespielt habe. Außerdem habe ich mit einem Bonus gespielt, und gemäß den AGB des Casinos beträgt der Einsatz beim Spielen mit Bonus 2 Euro! Ich habe das Casino gebeten mir meine Spielhistorie zu schicken, da es unmöglich ist dies auf der Webseite zu überprüfen. aber sie haben mich völlig ignoriert, wie Sie dem Screenshot entnehmen können. Ich hoffe, dass Sie mir bei der Lösung dieses Problems helfen können.

Dear Anja,

Thank you very much for submitting your complaint and forwarding all the relevant communication. I understand your frustration. I will contact the casino and ask for their standpoint and your game history, but, before I do that, could you please specify which bonus was in play? Could you send us a link?

I have checked the general bonus terms and conditions, and this is what I found: 

1) "The maximum bet amount to wager the bonus is 2 EUR."

2) "The gamer makes high bets to get money on his / her balance quickly and then decreases bets radically (in 2 or more times) in order to wager the bonus with less risks with an increased balance. Such situations will also be subject to verification and may lead to the account closure."

I would like to emphasize, that according to our Fair Gambling Codex, "https://casino.guru/fair-gambling-codex-for-casinos#betting-patterns", we consider cases in which casinos use the 'betting patterns' rule to confiscate player's winnings to be unfair. 

Hopefully, I will be able to help you with this case as soon as possible. Thank you very much in advance for your reply.

Best regards,

Petronela

Hi there! Unfortunately, I cannot send you the link to this bonus because the casino offers bonuses that then disappear as soon as you have played them. Also I never changed my bet, I always played with 2 euros.

Thanks for your help with my case!

Hallo! Leider kann ich Ihnen den Link zu diesem Bonus nicht zuschicken, weil das Casino Boni anbietet, die dann verschwinden sobald man diese gespielt hat. Auch habe ich meine Wette nie geändert, ich habe immer mit 2 Euro gespielt.

Danke für Ihre Hilfe bei meinem Fall!

Thank you very much Anja for providing all the necessary information. I will transfer now your complaint to my colleague Kristina 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.

I would like to ask Slottica Casino to comment on this case and to send the player's gaming history to my email address kristina.s@casino.guru.

Thank you in advance for your reply.

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’ which will have a negative impact on the casino's rating.

Hello, Anja and Kristína!

Unfortunately I have to inform Anja that she broke the rules of casino. That`s why we have to reset to zero you balance. 
According to conditions of Slottica Casino: 

29.5. Persistent misuse of bonuses

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.

As a part of providing protection against all kinds of fraudulent schemes Slottica reserves the right to check the payment and gaming activity of customers at any time. And in case of identifying persistent misuse of bonuses Slottica has the right to take measures providing for either disabling the possibility of receiving bonuses in the future, or obtaining compensation for losses incurred.

In order to avoid questionable interpretation of the rules, we give several examples of a dishonest games. The full list of abuse is not limited by the descriptions provided below.

Example 1: The gamer makes many bets with the minimum expected win in order to get more bets and to wager the bonus as soon as possible. For example, making bets on all numbers in roulette, or on black / red and any other identical bets. This can be considered as persistent misuse of the bonus and lead to additional verification and possible block of an account.

Example 2: The gamer makes high bets to get money on his / her balance quickly and then decreases bets radically (in 2 or more times) in order to wager the bonus with less risks with an increased balance. Such situations will also be subject to verification and may lead to the account closure.

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.

Any combination which has any of the elements of the examples mentioned above, and leads to a potential persistent misuse of the bonus policy may be an occasion for additional verification.

Pay attention to the fact that a confirmed phone number is obligatory for confirming the identity and is a guarantee for receiving the bonuses; in the case if these conditions are not fulfilled, the client may be suspended from the bonus policy of the Site.

Slottica reserves the right to change the Terms of its bonus policy any time. The client takes responsibility to keep abreast of the most relevant information regarding this issue.

It is forbidden to postpone any game rounds, including free spins or bonus games. In case of the discovery of deferred rounds, the casino reserves the right to block the player's account and confiscate all funds.

and you broke that rule that we can see right here: http://prntscr.com/rbeooh

Please, check the rules before playing!
I hope that you wont meet that situation again and will enjoy time in Slottica in future!

Best regards
Slottica Casino

Hello Slottica Casino,

Thank you for your reply. I carefully read your message. From the screen shot it is not clear what the player did wrong, as the names of columns are not visible. Could you describe the situation in more details, please?

Hello, Kristina!
Sure. 
http://prntscr.com/rbeooh as you see, screenshot shown that player decreased bets after win more than in 2 times for more safe wagering out that broke the rule 29.5 ( I have sent before)


Best regards
Slottica Casino

Hello Slottica Casino,

Thank you for clarification. I apologize, but we don't consider this to be the valid reason for confiscating Anja's winnings. Sure, she decreased her bet a few times to less than 2€, but she got back to the same amount, so we don't see anything wrong from the player's side. 

We believe her winnings should be paid out, so Slottica Casino it would be very kind of you if you reconsidered this option.

Kristina, I sent to you rule was broke by user.  

And before the game he or she has to check the rules to avoid such situations in the future.  

Please pay attention, that casino isnt fault when the player ignore the rules!
 

Best regards
Slottica Casino

Hello Slottica,

I completely understand your point of view, that the player should always follow the casino's General and Bonus T&Cs. But from Casino Guru's point of view, we don't see this to be a valid reason to confiscate her winnings and we are on the player's side in this case. I am sorry, but in our opinion, her winnings should be paid out.

Unfortunately, I will be forced to close this complaint as unresolved if you don't reconsider this option.

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’.

Since we we have not reached a satisfactory conclusion in the given time frame, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively impact the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.