Slottica Casino - Las ganancias del jugador fueron confiscadas por una violación de las reglas.

The casino rejected my withdrawal and removed the winnings from my account.

The reason is the alleged violation of the rules of 10.4.3.4.

"10.4.3.4. The player postpones game rounds, including free spins or bonus games, or generates game progress to collect the winnings later."

Source: https://81slottica.com/pl/rules

The casino staff claims that I was winning bonuses while playing:

- scatter

- bonus game

- free spins

and according to the casino i did not use these bonuses i just quit the game.

During the game, the biggest winnings are from these bonuses, so how could I not use them and leave the game?

The casino staff claims that they are unable to provide more information on this subject and have blocked my payment.

Dear bproject,

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 bonus you activated? If possible, please post here a link to the bonus you redeemed. Which games did you play?

If there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here. 

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

Dear bproject,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.