SlotoRush Casino - El retiro del jugador se retrasa debido a problemas de verificación.

Hi, I won €3000 at Slotorush and I need help! There isn't even a verification line, and I need to verify my account to withdraw (obviously). No one is responding to the chat even though it says 24/7, and I'm not getting any replies to my emails! What should I do? I'm helpless.

Hallo ich hab bei slotorush 3000 eur gewonnen und biete um helfen! Dort ist nicht mal ein verification zeile und für Auszahlung müsste ich mich verifizieren (logisch) per chat meldet sich keiner obwohl es steht 24/7 per email bekomme ich kein antwort! Was tun nun??bin hilflos

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Hello,

Thank you very much for submitting this complaint. I'm sorry to hear about the problem you're experiencing. Please allow me to ask you a few questions to better understand your situation.

When exactly did you win the €3,000 and when did you submit your withdrawal request?

Have you made any successful withdrawals from this casino before?

Has the casino asked you to complete the KYC verification, or are you trying to verify your account on your own initiative?

Did you accumulate your winnings with or without a bonus?

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

Best regards

Veronika

Hi Veronika, they've finally answered my questions and reduced my deposit from €3000 to €250. They say winnings from the first deposit, including the bonus, are limited to 5x the deposit! But I wagered the money twice. I started with €700, then bet €250, wagered that amount, and then continued playing until I reached €3000. After that, they reduced it back to €250... And what's next is unbelievable: I can only withdraw the €250 using MyFinity or Crypto... which I don't have. I deposited normally with Mastercard! This is a real nightmare what they're doing!!

Here are screenshots showing where I transferred the money and then cancelled it again, bringing the total back to 250.

Hallo Veronika mittlerweile haben geantwortet auf meine Fragen und die haben mir das geld storniert von 3000 auf 250eur die sagen gewinne auf 1.einzahlug inkl bonus sind begrenzt auf 5x die Einzahlung! Ich habe aber 2 mal das geld umgesetzt das heißt bei 700euro haben mal auf 250 gesetzt da hab ich umgesetzt und weiter gespielt auf 3000eur dannach haben wieder storniert auf 250....was noch kommt ist irre dann die 250 euro kann ich auszahlen nur mit myfinity oder cripto...das habe ich aber nicht habe ganz normal mit mastercard eingezahlt! Das ist wirklich Alptraum was die da machen!!

Da sind Screenshot wo ich das geld umgesetzt habe und dannach wieder storniert auf 250

If they manage to get the 3000, I can promise them a hefty bonus.

Wenn sie schaffen die 3000 zu bekommen kann ich ihnen a fette Prämie versprechen

Thank you for your reply.

Am I correct in understanding that you accumulated the 3000€ while the 1st welcome bonus was active in your account? I have checked the Bonus Policy, and this is what I found:

7.After fulfilling the wagering requirement for this bonus, any remaining balance will be capped at 5 from the deposit amount as per the maximum win rule. This cap applies not only to the balance after completing the wagering but also to any subsequent winnings obtained from playing with the adjusted balance. Regardless of the amount won after the wagering is completed, the total withdrawable amount will be limited to the 5 from the deposit amount.

What was the balance in your account after you finished wagering the bonus? Have your winnings been capped in any way after you finished wagering the bonus?

Has the money been transferred from the bonus balance to the real-money balance?

Has the casino applied the cap on your winnings twice?

As you can see in the screenshot, I won, but they reduced my winnings to €250. Then I continued playing and won €3000, and they reduced it back to €250 again. As I understand it, no matter how much you play and win after fulfilling the bonus requirements, the payout amount is always €250!

So, my account balance was €561, after fulfilling the bonus requirements. They automatically adjusted it to €250. Then I continued playing and won €3000, which stayed there until I verified my account and tried to withdraw it. Then they reduced it back to €250. See the screenshots in the chat above. Regards.

Habe wie auf dem Screenshot zu sehen ist gewonnen wo sie mir das geld rückgängig auf 250gemacht haben dannach habe ich weiter gespielt und 3000euro gewonnen dann haben sie auf 250 wieder rückgängig gemacht....wie ich verstehe egal wie viel man nach bonus erfüllen spielt und gewinnt ist die Auszahlung betrag wieder 250!!

Also kontostand war 561eur wo bonis bedienungen erfüllt sind..die haben automatisch auf 250 korrigiert dannach spielte ich weiter und gewann 3000euro und die bleibten bis ich mich verifiziert habe und das auszahlen wollte...da haben sie wieder auf 250 gesetzt siehe oben im chat Screenshots Lg

Dear Tutankamun1

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver, Michal ([email protected]). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Veronika

Hello Tutankamun1,

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

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

Dear SlotoRush Casino,

Could you please provide clarification regarding the confiscation of the winnings that the player obtained after previously successfully wagering the bonus and after the first winnings adjustment? Was the player informed in any way (such as through a rule quotation, pop-up notification, in-game message, etc.) that any additional winnings the player might gain if they continue to play would be capped/confiscated again, despite the fact that the maximum win cap for the bonus play had already been applied previously? Without clear communication to players regarding this limitation, it creates an unfair situation where they risk losing their funds while only being able to win a very limited amount. This certainly does not align with our understanding of fair practices we expect from casinos.

If there are any important factors affecting this situation that cannot be disclosed publicly, I would appreciate it if you could share them with me directly at [email protected]

There was no information or pop-up notification at all until I completed the verification and wanted to withdraw the money. They set the limit to €250 before that... very unfair conditions, this is nothing but fraud!

Da gabs keinerlei infos oder popup Benachrichtigung erst wenn ich verification gemacht haben und auszahlen wollte haben das geld auf 250eur gesetzt davor haben ja bereits gemacht...sehr unfaire bedienungen das ist nichts als betrug!

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,

Thank you for bringing this case to our attention. We have only just noticed this complaint. Our team will review the situation in detail over the next few days and we will return here with an update as soon as possible.

I'm curious to see how they'll trick me now!

Bin gespannt wie sie mich jetzt austricksen!

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.

They're the worst scammers there are, that needs to be said clearly and unequivocally.

Negativer als die sind gehts nicht die sind die schlimmsten betrüger was gibt,das muss man klar und deutlich sagen

Dear Tutankamun1,

Although it initially seemed that the casino team was willing to address this issue, they have unfortunately ceased responding despite my attempts to follow up with them.

Without effective communication to players (such as through a rule citation, pop-up alert, in-game notification, etc.) indicating that any further winnings they may accrue by continuing to play would be limited or confiscated again, even though the maximum win cap for the bonus play had already been enforced earlier, it results in an inequitable scenario where they risk losing their funds while being able to win only a very restricted amount. This clearly does not correspond with our expectations of fair practices from casinos.

In our commitment to improving the online gaming industry by promoting a secure and just environment for both players and casinos, we feel that the measures taken by the casino teams in your case are unjust.

Consequently, this matter will now be classified 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 Curaçao Gaming Authority (CGA) via email to [email protected]. You might find our article How to submit a complaint to a regulator | Casino Guru useful.  Although CGA currently do not handle individual disputes between players and gaming operators, they could review the situation regarding potential violations of law. Please let me know how they responded at [email protected] if you decide to try this option.

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

In the future, I highly suggest that you review the ratings and reviews for each casino prior to registering, ensuring that you choose one with a good rating.

Best regards,

Michal

Casino Guru