SlotMonster Casino - El retiro del jugador se ha retrasado y cancelado.

I deposited using a bonus, and was carrying on until I wagered the amount, I successfully wagered said amount and now they are saying that I have breached their terms and conditions by going over the maximum bet amount twice ((€5) (which I didn’t!) the bonus had been wagered and was playing with my own money by the point I was betting over that amount. I asked live chat support about my €4000 withdrawal and they said to me that they’ve checked it and it’s all good to be processed and that it would be on its way (have the relevant screenshots) then I check a day later and they’ve emailed me and cancelled my withdrawal and I’ve had the FULL amount deducted from my account. I really hope you can help me. I truly think this is disgusting and they don’t even want to reply back to me now. Disgusting.

Dear jaigarland8,

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

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets:

The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, in situations such as the bets were placed only after the wagering requirements were completed, feel free to forward me your game history together with a link or a screenshot to the specific bonus that you redeemed and played. My email address is tomas@casino.guru.

You should be able to request your game history - records of all bets made in a certain period - from casino support in a format that can be easily reviewed, such as .csv or .xls file.

If there is any other relevant communication between you and the casino, please send it as well. If you struggle to get ahold of these records, please submit your communication with the casino supporting your complaint.

Thank you in advance for your reply.

Best regards,

Tomas

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.

Hello, Thankyou I shall email you now!

Thank you very much, jaigarland8, for providing the necessary information. I will now transfer your complaint to my colleague Michal (michal.v@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 jaigarland8,

My name is Michal and I will be assisting you with your case. I hope that together we will come to a successful resolution of your issue.

I would like to request the presence of a representative from the casino in this conversation.

Dear SlotMonster Casino,

Could you possibly provide additional information regarding the issue and clarify the situation? I would also appreciate it if you provided us with any and all relevant evidence.

Thank you in advance.

Respectfully,

Michal

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.

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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, I recommend reaching out to the Anjouan Gaming Licensing Authority and submitting a complaint through the validator on the casino page. They have additional tools and options to assist players in these situations. Complaints can only be filed via a form on the license validator page, and it is noted that only complaints submitted in English will be reviewed. Complaints filed in any other language will not be considered. For guidance on how to effectively submit your complaint to the regulator, you can find helpful information at https://casino.guru/submitting-complaints-to-regulators.

If you need any assistance with the submission process or receive a response from the regulator, please don’t hesitate to email me at michal.v@casino.guru. I’m truly sorry that I couldn’t provide a more favorable resolution this time.

Best regards,

Michal V