Slot Mafia Casino - Las ganancias del jugador fueron confiscadas.

Dear kacyleelp,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with withdrawing money from the casino.

To better understand your situation and assist you effectively, could you please provide answers to the following questions:

• Could you please advise if you have played with any deposit bonuses at this casino before? Were your winnings reduced?
• Have you tried contacting the casino regarding this issue? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.

Your cooperation in providing these details will help us investigate and work towards a resolution. This information is vital as we wish to ensure that your case is handled appropriately.

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

Best regards,

Kristina

Please note that Casino.Guru will never ask for any payments or request access to your accounts. If anyone claims to be Casino.Guru personnel and asks for such actions, do not provide any information.

The only legitimate way we will contact you is through this official complaint platform or via the email addresses provided in your complaint thread.

Stay cautious and contact us directly if you have any doubts.

Yes, I have already won at the casino with bonus and also paid out

Ja ich habe schon bei dem casino mit bonus gewonnen und auch ausgezahlt

Thank you very much, kacyleelp, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@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.

Hello, kacyleelp,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear Casino Representative,

Could you please explain the player's situation in more detail? Why have the user's winnings been confiscated?

Is the casino able to substantiate its claims and decision with relevant evidence and rules? How was the user informed about the maximum cashout limit for the bonus in question, and/or where can we find it?

Unfortunately, it appears the casino states such a limit only for no-deposit bonuses on its website.

Feel free to send the necessary details and supporting evidence to my email address (branislav.b@casino.guru).

Thank you.

Good day!

Please accept our sincerest apologies for the situation that has occurred. Unfortunately, this was the result of human error on the part of one of our team members.

We are currently taking immediate steps to restore the player's balance and will reach out to them directly in the shortest possible time.

Once again, we deeply apologize for this incident and assure you that measures have been taken to prevent such occurrences in the future.

Best regards,

Slotmafia Casino representative

Thank you very much for your response and the update, Slotmafia Casino Team!

Dear kacyleelp,

Can you inform us about any progress on the matter and the solution mentioned above?

Thank you. Looking forward to hearing good news from you soon!

Dear kacyleelp,

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.

Greetings,

Unfortunately, we are forced to reject this case because the player has not responded to our messages and questions. Therefore, we are not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint at any time.

Thank you very much, Slot Mafia Casino Team, for your help and cooperation!

Best regards,

Branislav, Casino.Guru