SlotsandCasino - Las ganancias de los jugadores se están retrasando.

I started out playing with the bonus money that was offered for opening an account with SaC. I had started wining with this bonus money in the very beginning of opening my account. I made a Inquiry on receiving a payout on some of my winnings from the initial bonus offering. I was advised by the security support team that I could not withdraw the winnings, because it fell under the Bonus offering statue in thier by laws that would not allow me to withdraw any winnings from my account. I accepted there explication and continued with my play.

I proceeded to play with the winnings from the intial bonus offering, I subsequently lost all the winnings as well as the bonus money. I am now starting over at $0.00 From this point on, there is no more Bonus money involved. This is all my money Involved. This is a very important factor in this complaint. So I deposited $100, than I deposited $200, on 8-14 -25 and I proceeded to play with my own money and the dates will corelate with the deposit, which, were well after any Bonus money.

There claims are false and have no merit. My second set of winnings came on the deposits I made, well after losing the bonus money. May I also point out there stall tactic well over a month in a half, trying to come up with any excuse not to pay me. I hope you can see how blatant they were in denning me my winnings. Thank you for taking the time to look at the evedince

Important notice:

Casino Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino Guru and does that, do not share any information.

We only contact players through this official complaint thread or via @casino.guru e-mail addresses. Always check the sender’s domain and verify your complaint resolver’s e-mail address by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello,

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

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please clarify when you made the deposit in the casino? Was it before the welcome bonus was credited to your account or after your bonus balance was played down?
• What games did you play to accumulate your current balance in the casino? (slots, live games, betting on sports)
• Could you please share with me your communication with the casino regarding the issue to support your complaint? Send emails or chat transcripts to my email at tomas@casino.guru, or post screenshots here

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

Best regards,

Tomas

Dear rcola68,

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.

Tomas, somehow, I missed your return email. They holiday and tons of emails to go thru I inadvertently must of mist it.

I believe you can see a pattern of them not wanting to pay me and making up excuses and after some time they finally came up with an excuse.

It must be nice to make up the rules as they see fit. They never offered me my loses back, just didn't want to pay me the winnings.

Please let me know your opinion on this matter. Thank you

Thank you for examining the case.

Thanks for your patience.

Sadly, from the information you shared with me, we can't conclude that the casino should have accepted your documents.

• Have you provided photos of your documents in addition to photocopied documents?
• Have you kept the original photos and original emails you sent to the casino?
• Could you please share the most recent original email you sent to the casino where you also submitted your selfie?

Please share the original selfie you shared with the casino with me for review instead of printed out photocopies. My email is tomas@casino.guru

If you have been asked for a selfie with ID documents, which is nothing unusual, please follow these important guidelines:

• Do not edit the image in any way
• The photo needs to include your full face, head-on, with no distortions, shadows, or reflections of light. If someone takes the photo for you, make sure they take it from up close and include as little background as possible (remember, no cropping is permitted)
• Take the photos in good lighting conditions
• When you take a photo of your ID, make sure the photo is clear and close enough to read without cropping or editing

Looking forward to your reply. I apologize for the inconvenience.

Tomas, I think you misconstrued what I was trying to point out. They eventually excepted my documentation so that was not the issue. They used that as a stall tactic for close too 1.5 months to try and figure out, how not to pay me. As I stated, they come up with my winnings were invalid because I won them under the bonus money that was awarded to me, that was also true with my first set of winnings, I did try to withdraw the first set of winnings that I had won with the bonus money, they informed me that I could not because it was with the Bonus money. I acknowledged that and proceeded to play on. Subsequently, I lost all the first set of winnings along with the bonus money.

I'm now starting from scratch, O balance in my account. From that zero balance. I deposited $200.00 and then $100.00 so this when I won the $2500. Then they ask me to do the verification process. This is when they used the stall tactic. they did this for about a month in a half, because they did not want to pay me. My hypothesis is they did not want to pay, so they kept making me resend the verification in. I sent the verification emails to several people, my daughter, my cousin, my girl friend, my home PC, There was nothing wrong with them they were looking for something to come up with not to pay me.

Eventually they said they excepted my verification process AFTER they denied me of my winnings they have been total assholes. I am not proficient on computers, this stuff takes me a ton of time to do. This is total bullshit that they can get away with this. They should be fined, and be put on notice. I did nothing wrong and they have made me work my ass off to get what is rightfully mine. As I stated they wont pay me my winnings, why didnt they offer me my money back?

Again the issue is not the verification process because after they figured out away to deny my winnings they then verified my documents. I will go ahead and send you the emails in chronological order. I hope you can understand. In nut shell. I won the first time with the bonus money, and the denied the first round of my winnings, I excepted that. I lost all my winnings along with the bonus money and had to start all over from 0 balance. I then put my own money in, I won for the second time. Then they asked me for over a month in a half to keep sending my verification papers in while they tried to figure out how not to pay me. Then they came up with, Lets screw him over again and tell him its related to the bonus money. They figure no ones tenacious enough to fight for there money. Then after they denied me the second round of winnings. Low and behold they verified my documents. WTF!

Again, I will send emails.

Dear rcola68,

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, Peter (peter.c@casino.guru). 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,

Tomas

Hello there,

Thank you rcola68 for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SlotsandCasino for their help in resolving this complaint. We would like to know what the issue is with the winnings and what we can do to help the player receive their money.

Thank you!

Peter thank you for looking at this situation. I am not very proficient at typing. So, if Tomas could forward you the last thread I sent to him, that explains everything in detail. I hope this is ok. It takes quite a while for me to type out six paragraphs. Please let me know if that's ok. If not, I will have to do it when I get off. again, Thank you for your time.

Hello Rcola68 and Peter,

Thank you for forwarding this to us. We appreciate you bringing it to our attention.

Our internal team is actively reviewing the account and balance activity, and we will be providing an update as soon as the review is complete. We’re committed to looking into this thoroughly and ensuring it’s addressed appropriately.

Best regards,

Casino Experience Team

Hello Rcola68 and Peter,

Thank you for taking the time to raise this concern and for allowing us to review the matter in detail.

Our internal team has thoroughly reviewed the account activity related to this promotion. While we understand how frustrating this situation can feel, the outcome was determined based on wagering behavior that did not align with the promotion’s published terms. As a result, the winnings tied to this bonus cycle were voided in accordance with those rules. 

Importantly, when the winnings were voided, the player’s deposit amount was returned to his account, ensuring that the player did not lose their own deposited funds. Please note that this deposit amount is still available at the player’s balance.

The decision to void the winnings was not related to verification delays or an attempt to avoid payment. The confusion in this case stems from the fact that the bonus issue was identified during a later audit rather than immediately at the time of the first withdrawal request.

We regret any confusion caused by the timing of this review and appreciate the opportunity to clarify. 

Feedback like this helps us improve communication and ensure expectations are as clear as possible moving forward.

Best regards, 

Casino Experience Team

The confusion on the dates is, I did win on the bonus amount that was issued to me. That was a deposit I made for $100.00 on 7-25-2025 and I had won with the bonus money and was told that that was against policy and I was unable to withdraw the winnings I requested, and yes you put the money back in my account and I excepted your ruling and proceeded to play with the winnings in my account. I THEN LOST, ALL THAT MONEY FROM THE WINNINGS, AND FROM MY FIRST DEPOSIT, AND THE BONUS MONEY. Everything is gone.

I'm starting from Zero, Scratch, Nadda, Zilch. This is my own money, NO BONUS MONEY. I made a $100.00 deposit on 8-14-2025. I lost that $100. I then made another $200.00 deposit on 8-14-2025 and this is when I won the $2500.00. This was my 3rd Deposit of my own money. Then you dicked around for over a month and a half and kept telling me there was something wrong with my 8 different verifications. Which was a Stahl tactic. Then you came back and told me that you were going to confiscate the $2500.00 from my second set of winnings because it was tied in with the bonus money. WHICH IT WAS NOT tied into any bonus money, It was my 3rd deposit for $200.00 on 8-14-2025.Please check these dates in your records. You also slander my name by making a accusation that I was counting cards on a computer-generated game. . Then after all the BS you put me thru, you then tell me that my verification process has been approved after you confiscate my money. Rubbing a little shit in my face. The Curacao Gaming Control Board might want to hear this.

Peter, are you up to speed on the situation? In a nutshell, I won 2 different times. There trying to lump both wins in with the bonus money. I have the deposits showing the first deposit was on 7-25-25, that's when I received the bonus money. I won with the bonus money. They told me it was tied to the bonus money, and they could not pay me and they credited my account with the winnings. I excepted there ruling. I specifically asked them after they did this to me, when does the winnings count, are do you make up your own rules? They told me after all the money from the bonus is completely gone. It was. I then started with -0- Balance on 8-14-25 and deposited $100.00, and I lost that. I then deposited $200.00 on my 3rd deposit, on the same day 8-14-25, then I won the money. It was almost 3 weeks between the 1st and second win. May I ask, what happened if they continue to lie and I can prove they are wrong ?

Thank you to both parties for the update.

Thank you for the update SlotsandCasino representative. Would it be possible to provide me with evidence of bonus abuse and the player's betting history? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

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 Peter,

Thank you for allowing additional time during the holidays, we will be reaching out with the requested information and update the complaint thread.

Best regards,

Casino Experience Team

Thank you for your help Peter & Tomas. I am familiar with this tactic from SlotsandCasinos. It's much like the same thing you board a horse in. A STAHL

Hello Peter and Rcola68,

Thank you for your continued clarification and for sharing your concerns. We understand why this situation feels frustrating, and we appreciate the opportunity to address the points raised as clearly, respectfully, and transparently as possible.

First, we would like to clarify that we are not combining two separate wins, nor are we attempting to reclassify later gameplay as bonus winnings. The enforcement decision is based specifically on how the promotional bonus wagering was completed, not on the timing of subsequent deposits or on later gameplay alone.

While it is correct that earlier bonus-related winnings were not eligible for withdrawal and that the related deposit was returned at that time, our records show that the promotional bonus completed on August 3, 2025 carried a $12,000 wagering requirement. During this bonus cycle, wagering was overwhelmingly completed through Blackjack. Blackjack is permitted gameplay; however, it contributes toward bonus wagering at a reduced rate of 10x, meaning substantially more wagering is required for it to qualify.

In this case, more than $152,000 was wagered on Blackjack, which resulted in $15,222.25 in qualifying wagering, enough on its own to satisfy the full wagering requirement. By comparison, slot play during this bonus cycle was minimal, totaling only $183.40 in combined qualifying wagering across two slot games. As a result, the wagering requirement was effectively cleared almost entirely through low-variance Blackjack play.

Although the wagering requirement was technically met, our bonus terms prohibit strategies that rely almost exclusively on low-risk or low-variance play to clear large promotional bonuses, as this materially reduces risk and conflicts with the intended purpose of the promotion. This determination exists independently of later deposits or later wins and does not rely on the assumption that subsequent funds were themselves "bonus money."

We would also like to clarify two important points:

Players are permitted to continue playing and depositing while a withdrawal is pending.

The verification process followed standard procedures and was not used as a delaying tactic or as a factor in determining the outcome of the bonus review.

When the winnings were voided, the player’s $100 deposit was returned, ensuring that deposited funds were not retained. The approval of verification afterward does not retroactively reinstate winnings that were invalidated due to bonus-related wagering behavior.

We acknowledge that the timing of enforcement, identified during a later audit rather than immediately at the first withdrawal request, may have contributed to confusion, and we regret that this affected the player’s experience. However, the decision itself was based solely on wagering structure and compliance with our published terms, not on personal accusations, verification delays, or an attempt to avoid payment.

We hope this explanation clearly demonstrates that the action taken was neither punitive nor arbitrary, but rather the result of how the bonus wagering requirement was met. We appreciate the opportunity to explain our position in full and remain committed to transparent, consistent, and fair treatment for all players.

Kind regards,

Casino Experience Team

My confusion is, what's the duration of the bonus round? You mentioned the date of 8-3-2025. It was on or around that date in which I lost all the so-called bonus money. You stated that my $100 deposit related to the bonus money was put back into my account, and to my knowledge, with the returned deposit, I don't believe I received a bonus amount, for the returned deposit which would indicate the Bonus round had ended.

May I point out, when the first set of winnings was confiscated, I had asked, how in the hell do you win? I believe It was a correspondence from a Ms. Jennah stating, when the bonus money is exhausted.

I came back to the site a week and a half later on 8-14-2025, I made 2 deposits of $100 & $200 on this date. To my knowledge I did not receive any Bonus money on these 2 deposits. How does the Bonus money come back into play? It was after this date, 8-14-2025 I had won the money.

Thank you for the explanation SlotsandCasino representative; however, I would like to review the betting history myself. Would it be possible to provide me with it at my email address? (peter.c@casino.guru) Thank you in advance for your cooperation!

Thank you, Peter. Im not sure what they are talking about. It seems there going to great links not to pay me what is rightfully mine.

Hello Peter,

As requested, the relevant transactional and betting history has been sent via email for your review, including the additional contribution details.

Please let us know if anything further is required.

Kind regards,

Casino Experience Team

Thank you for providing me with the information SlotsandCasino representative.

While we understand the need for you to protect your establishment from potential abuse, we do not consider betting strategies to be a justified reason for confiscation of player winnings. I do not believe you would return the player's deposit if they lost their funds using this strategy, and as such, it creates a situation where the player bears all the risk while the casino avoids any consequences.

For this reason, we are of the view that although you are entitled to restrict the player’s access to bonuses in order to prevent any perceived abuse of your services, any outstanding legitimate winnings should be paid out prior to such restrictions being applied.

We trust you will understand our position and hope that this matter can be resolved through a mutually satisfactory compromise.

Thank you in advance for your reconsideration.

Hello Peter,

Our internal team will review the request and we will be updating the thread soon.

Best regards,

Casino Experience Team

To Casino Guru, impressed with the staff's knowledge and overall understanding of the gaming aspect of Casino play. Special thanks to, Thomas and Peter to their attn. to detail. Again, I want to thank Casino Guru for a unbiased conclusion. Unfortunately, ````````````````````` I have the feeling that SlotsandCasino will still stand buy there initial findings .

To SlotsandCasino, may I point out to the staff, I believe this is where the wheels came off the track. I had won on the first set of bonus play and I had cordially requested a withdraw. I had sent the request authorization in and I had not heard a peep for almost a month, so I sent a snorky email in, because I had paid a bunch of bills that I had occurred during my diagnosis of Stage 3 Carcinoma Cell, Bladder Cancer. I was still working 50 hours plus every day and I felt like crap, and I had no money in my checking account. So for that, my apologies. I still disagree with your staffs findings.

To whom, all that was involved, I can appreciate a platform that allows people to air out there in difference's

\

.

Hello Peter,

Our team is currently reviewing the case in detail and we will be posting an update to the thread as soon as we have more information to share. We appreciate your patience while this is being looked into.

Best regards,

Casino Experience Team

Hello Peter,

We’ve completed our review and have sent you a detailed private update via email to your Casino Guru email address.

Kindly take a moment to review your inbox (and spam/junk folder, just in case).

Best regards,

Casino Experience Team

Patiently waiting.

Still patiently waiting.

Dear rcola68, the casino representative has informed me that the decision regarding your account will be reversed, and you will be able to withdraw your winnings. We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

Well, I'll be Damn! Tiny sliver of good, in a otherwise F-up existence. Again, I want to send out many accolades to Peter and the entire Casino Guru Staff for their tireless efforts on keeping watch over the online gaming community.

Will submit a reply as soon as I complete verification process. Thank you.

Dear rcola68,

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.

We regret to inform you that, due to the lack of response from the player to our messages, inquiries, and reminder, we are unable to proceed with further investigation or provide potential solutions at this time. As a result, we must close this complaint for the moment.
However, please note that the player retains the option to reopen this complaint at any time in the future should they choose to resume communication. We remain open and ready to assist in resolving the matter should the player decide to reach out again.

Thank you for your understanding.

Best regards,
Peter
Casino.Guru

We’ve reopened this complaint at the request of rcola68. We received the following message:

Peter, I have requested a wire transfer from SlotsandCasinos. As of today I have not had a reply, or any confirmation from them. I will check this weekend to see what the status is. I figured the issue was settled, however, its been a week with no correspondence. Again thank you for your help

Dear rcola68, I will inform the casino representative and hopefully, they can escalate this further and get your issue resolved. I will keep you informed about any new developments.

Hello Peter,

The player submitted a Bank Wire withdrawal request on February 27th, which is currently being processed. Please note that Bank Wire withdrawals may take up to 20 business days to be completed and delivered.

We will provide an update on this thread as soon as we receive confirmation that the payment has been issued.

Best regards,

Casino Experience Team

Thank you. Peter, I don't know why they would not send me correspondence on my request for a wire transfer. This is what pissed me off when I initially contacted them the first time. I sent them a snarky email because they did not acknowledge my request.

I thought maybe there playing another game where they are putting the money in my account and not allowing me to withdraw it. I had Stage 3 Carcinoma Cell bladder Cancer for the last 2 years and I have quite a few hospital bills to pay. Again, thank you for giving them a nudge.

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 Peter,

Our internal team has expedited the withdrawal request, and our records confirm that the transaction has now been marked as paid.

Thank you for your involvement in helping resolve this matter. Please let us know if anything further is required from our end.

Kind regards,

Casino Experience Team

Thank you very much for the update SlotsandCasino representative.

Dear rcola68, We will keep this complaint open until you confirm your withdrawal has been successful. Please keep me informed about any further developments.

We'd like to inform everyone following this case that the player has marked this complaint as resolved using the dedicated button.

Dear rcola68,

We are pleased to hear that your issue has been resolved. We will mark the complaint as 'Resolved' in our system. Thank you for your cooperation and confirmation. If you experience any future issues with this or any other casino, please don’t hesitate to reach out to our Complaint Resolution Center. We are here to assist you.

As always, our services are free of charge, and we do not accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot: https://trustpilot.com/evaluate/casino.guru. Your honest review, along with any suggestions for improvement, would be incredibly valuable. It can also help others who are considering contacting us for assistance with online casino-related matters.

Thank you in advance for your time and feedback.

Best regards,

Peter