Slottio Casino - Виграш гравця конфісковано.

they confiscated my ascension

Dear manolisgkantos4,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.

• Could you please advise which games you played - slots, live casino, sports betting, etc.?
• Do I understand correctly that the casino confiscated €5,000?
• Did you accumulate your winnings with or without an active bonus?

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

Best regards,

Kristina

sugar rush , yes 5000euro

with bonus

Thank you very much for your reply, manolisgkantos4. Have you received any explanation from the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

They told me that I played a game with bonus money and that was not allowed, but they still let me play the pragmatic game and then they gave me my money back.

Μου ειπαν οτι επεξα παιχνιδι με μπονους λεφτα και αυτο δεν επιτρεπονταν , παρολα αυτα με αφησαν να παιξω το παιχνιδι της pragmatic και μετα μου πηραν πισω τα λεφτα

Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Thank you.

Name:

E*** G***

E-mail:

m***@***.gr

Hi, welcome to our live chat!

Why was my money confiscated, please?

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Hello!

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Good morning

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Let me check your account please.

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😄

How was your weekend by the way?

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Good..thank you!

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❤️

I see the request.

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and how it was rejected

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there will be a follow-up email from our finance team soon

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It appears that the betting rules were violated while you were using the bonus.

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You are unfair because you let me lose the game and confiscated the winnings.

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You have to pay me for this.

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Don't let me play.

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I understand your reasoning, Mr. Emmanuel, and I can sympathize with you.

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I would like to direct you to our support team.

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support@slottio.com

if you would be so kind as to email them there and they can take a further look at your case

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Thanks.

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You rated our customer service as good.

You left the following comment: Date

I am aware that there are terms and conditions when using a bonus which can be found here

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https://slottio.com/terms

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It is technically up to the customer to check the terms and conditions before playing as the terms have been agreed upon.

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but you can always appeal your case

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Can you please send me a copy of the conversation?

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unfortunately no we can't

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however what I say here applies. according to the terms and according to your ability to email our support team

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Do I want to appeal?

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What exactly is this?

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you can always contact me for more information in the email I sent

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you can request a review of the case to see if the terms are indeed being violated

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but just to set expectations that if you used the bonus in a place that was not allowed under the terms you agreed to when purchasing the bonus, as shown here https://slottio.com/terms section 7, then it will not be easy to reverse the decision

Name:

E*** G***

E-mail:

m***@***.gr

Hi, welcome to our live chat!

Τα χρηματα μου παρακαλω γιατι κατασχεθηκαν;

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γεια σας!

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Καλημερα

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επιτρέψτε μου να ελέγξω τον λογαριασμό σας παρακαλώ

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😄

πως πέρασες το σαββατοκύριακο παρεμπιπτόντως;

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Καλα ..ευχαριστω!

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❤️

βλέπω το αίτημα

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και πώς απορρίφθηκε

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θα υπάρξει ένα επόμενο email από την οικονομική ομάδα μας σύντομα

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Φαίνεται ότι οι κανόνες στοιχηματισμού παραβιάστηκαν ενώ χρησιμοποιούσατε το μπόνους

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Ειστε αδικοι επειδη με αφησατε να πεξω το παιχνιδι και κατασχεσατε τα χρηματα -κερδη

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Πρεπει να με πληρωσετε γ αυτο το λογο

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Ας μην με αφηνατε να παιξω

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Καταλαβαίνω τον συλλογισμό σας κύριε Εμμανουήλ και μπορώ να σας συμπονήσω

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θα ήθελα να σας κατευθύνω στην ομάδα υποστήριξής μας

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support@slottio.com

εάν θα ήσαστε τόσο ευγενικοί ώστε να τους στείλετε email εκεί και μπορούν να δώσουν μια περαιτέρω ματιά στην περίπτωσή σας

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Ευχαριστω.

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You rated our customer service as good.

You left the following comment: Ηη

Γνωρίζω ότι υπάρχουν όροι και προϋποθέσεις κατά τη χρήση ενός μπόνους που μπορείτε να βρείτε εδώ

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https://slottio.com/terms

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Εναπόκειται τεχνικά στον πελάτη να ελέγξει τους όρους και τις προϋποθέσεις πριν παίξει όπως έχουν συμφωνηθεί οι όροι

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αλλά μπορείτε πάντα να κάνετε έφεση για την υπόθεσή σας

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Μπορειτε παρακαλω να μου στειλετε αντιγραφο της συνομιλιας;

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δυστυχώς όχι δεν μπορούμε

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ισχύει πάντως αυτό που λέω εδώ. σύμφωνα με τους όρους και σύμφωνα με την ικανότητά σας να στείλετε email στην ομάδα υποστήριξής μας

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Θελω να κανω εφεση;

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Τι ειναι ακριβως αυτο

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μπορείτε πάντα για περισσότερες πληροφορίες στο email που έστειλα

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μπορείτε να ζητήσετε να επανεξεταστεί η υπόθεση για να δείτε εάν πράγματι παραβιάζονται οι όροι

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αλλά απλώς για να θέσετε προσδοκίες ότι εάν χρησιμοποιήσατε το μπόνους σε μέρος που δεν επιτρεπόταν σύμφωνα με τους όρους με τους οποίους συμφωνήσατε κατά την αγορά του μπόνους, όπως φαίνεται εδώ https://slottio.com/terms ενότητα 7, τότε δεν θα είναι εύκολο να ανατρέψετε την απόφαση

Thank you very much, manolisgkantos4, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Thank you for our cooperation.

Ευχαριστω για τη συνεργασια μας

Hello manolisgkantos4,

I'm Michal, and I have taken over your complaint. I have reviewed your case and will contact the casino to shed more light on this matter.

We would like to invite Slottio Casino to join the conversation.

Dear Slottio Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions of which the player is being accused. You can send the evidence to me at michal.k@casino.guru

Thank you

Thanks for the interest, Michal ❤

Ευχαριστω για το ενδιαφερον michal ❤

Thanks for the interest, Michal ❤

You have my approval 🙂

Ευχαριστω για το ενδιαφερον michal ❤

Εχετε την εγκριση μου 🙂

We would like to ask the 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 may negatively affect its rating.

Hello,

I would like to provide some clarification regarding the recent case.

The user in question played a restricted game, Sugar Rush, which resulted in the confiscation of their winnings. A list of restricted games is available in our Terms & Conditions under Section 7.6, and we ensure full transparency with our players. These Terms & Conditions are agreed to upon registration.

As a gesture of goodwill, the deposit amount was recredited to the player’s account, allowing them to continue playing.

We want to emphasize that there have been no wrongdoings in this case.

Thank you for your understanding.

Give me my withdrawal of €5000 and I'll give you the €33 you credited me!

Να μου δωσετε την αναληψη μου 5000€ και σας χαριζω τα 33 ευρω που μου πιστωσατε!

Dear Slottio Casino,

I have shared my thoughts on the appropriate course of action that can be taken to reach a suitable resolution of this complaint via email. I will await your response.

Dear manolisgkantos4,

Can you please confirm what games you have been playing apart from the Sugar Rush slot? Have you read the bonus rules before you claimed the bonus and played with it?

I'm placing a bet and I only got sugar rush, no, I didn't read anything because other companies don't have similar terms and they warn you when you go to place a game that doesn't agree with the bonus terms when you start the game.

Πεζω στοιχημα και μονο sugar rush επεξα οχι δεν διαβασα τιποτα διοτι σε αλλες εταιριες δεν ισχυουν παρομιοι οροι και σε προιδοποιουν οταν πας να πεξεις παιχνιδι που δεν συμφωνει με τους ορους του μπονους οταν ξεκινας το παιχνιδι

For example, the game simply doesn't start when you don't agree to the terms. The owners are irresponsible and deceitful.

Παραδειγμα απλα το παιχνιδι δεν ξεκιναει οταν δεν συμφωνει με τους ορους οι κυριοι ειναι ανευθινοι και απατεωνες

Dear manolisgkantos4,

Thank you for your response.

I have communicated with the casino team outside of the complaint thread and was sharing our recommendations on how this case could be resolved; unfortunately, we were not able to reach a consensus.

While we understand that it is the responsibility of each player to thoroughly read and understand the bonus rules prior to claiming them and to comply with these guidelines, however, relying solely on players to read, memorize, and comply with quite a long list of restricted games is far from a user-friendly or effective solution. In our mission to promote a safe and fair gambling environment for both players and operators, we do not consider it fair to void winnings when restricted games remain freely accessible without adequate safeguards in place.

At Casino Guru, we believe that fostering transparency and fairness requires a more proactive approach from casinos in enforcing game restrictions. Specifically, if certain games are excluded from bonus play, we strongly recommend implementing technical measures to either restrict access to these games while a bonus is active or provide players with a clear pop-up warning when attempting to play restricted games.

I have conveyed our stance on such matters to the casino team and provided our insight on how such a situation could be handled, but regrettably, they have maintained their original position. Unfortunately, we are left with no choice but to consider this complaint closed as unresolved - against fair gambling.

I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, if you want to take your complaint further, you can submit a complaint to the Anjouan Gaming Authority (File a complaint - Anjouan Gaming). The Gaming Authority might have more options and tools to help players. Please let me know how they responded at michal.k@casino.guru.

I can only recommend checking the reviews of each casino before you sign up and only playing in well-licensed and good-rated casinos to avoid disappointments like this in the future.

I am sorry I could not be of more help on this occasion.

Best regards,

Michal

Casino Guru