Slotimo Casino - Las ganancias del jugador fueron canceladas.

I'm now waiting almost a week for my payout..I've verified everything, wrote to support yesterday and they told me it would take even more time, I've never experienced anything like this..I'm dependent on the money and they don't pay out

Ich warte jetzt fast eine Woche auf meine Auszahlung..bin verifiziert alles hab dem support gestern geschrieben und die sagten mir das würde noch mehr zeit dauern habe sowas noch nie erlebt..bin auf das geld angewiesen und die zahlen als nicht aus

Dear Realkings,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please, let us know and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Petronela

Alright then I'll wait and the value in dispute wasn't 240 but 280 I mistyped mixh 🙂 I'll get back to you then

Alles klar dann warte ich noch ab und der streitwert lag nit bei 240 sondern 280 habe mixh vertippt🙂 werde mich dann nochmal melden

Hello Realkings,

Have there been any developments since our last conversation, please? 

No, I'm still waiting for the confirmation that it's been paid out..it's been 10 days now...I've never had anything like that before and I'm verified 🙁

Nein ich warte immer noch auf die Bestätigung das es ausgezahlt ist..ist jetzt 10tage her…sowas hattte ich noch nie und verifiziert bin ich 🙁

I was simply deducted money and it was rejected

Mir wurde einfach geld abgezogen und es wurde abgelehnt

I allegedly violated the bonus terms and conditions

Ich hätte angeblich gegen die Bonus Bedingungen verstosen

I have attached the Terms and Conditions of our website for you and if you check paragraph 9 it appears that there is a contradiction in accepting bets for amounts greater than €/$/£12 (or € equivalent in other currencies) or 5 % of bonus given to place, whichever is lower. (translated). I am said to have violated this, but my max bet was never more than €2

Ich habe Ihnen die Allgemeinen Geschäftsbedingungen unserer Website beigefügt, und wenn Sie Absatz 9 überprüfen, zeigt sich, dass es im Widerspruch steht, Wetten mit Beträgen von mehr als 12 €/$/£ (oder dem Gegenwert von € in anderen Währungen) oder 5 % davon zu platzieren gegebenen Bonus, je nachdem, welcher niedriger ist. (übersetzt). Dagegen soll ich angeblich verstoßen haben mein max bet war aber nie mehr als 2€

So meanwhile €70 are paid out, they claim I had made €30,40,50 spins and therefore violated the regulations, but this is not true

Also mitlerweile sind 70€ ausgezahlt die behaupten ich hätte 30,40,50€ drehungen gemacht und deswegen gegen die bestimmungen verstosen dies ist aber nicht wahr

Thank you, Realkings, for the update. Could you please forward your game history to petronela.k@casino.guru?

How exactly do you mean that?

Wie genau meinen sie das?

Thank you, Realkings, for the forwarded screenshots. Could you please download or request your entire game history from the casino? Have you purchased any in-game features while completing the bonus wagering, please?

I didn't buy a bonus feature. Yes, I can write to support and see what they say

Ich habe keine bonusfeuture gekauft.. ja ich kann dem support das schreiben mal gucken was sie antworten

Have now sent email to receive receipt of bets

Hab jetzz email gesendet um den erhalt der wetteinsätzte zu erhalten

Have you received your game history already, please?

Ne just got the return message today that they want my personal details

Ne habe heute erst die rückmeödung bekommen das sie meinen perso wollen

Thank you very much, Realkings, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi Realkings,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Slotimo Casino to the conversation to participate in the resolution of this complaint.

Thanks for the reasons

Okai vielen dank🙂

Dear Peter, 

The player’s betting activity has been detected to be in violation to the Casino’s General Terms and Conditions. 

Realkings claimed a bonus (SLRLD – 35 EUR) on 12 December 2022 at 17:19:40 and finished playing with the bonus on 12 December 2022 at 19:02:23. 

According to the T&C, the player cannot place bets higher than 5% of the given bonus, in this case more than 1.75 EUR 

"9. Restricted Gameplay: 

- Placing bets with minimal or no risk  

- Wagering made using the Gamble Feature on Slot games  

- Placing bets of amounts higher than 12 €/$/£ (or equivalent to € in other currencies) or 5% of the given bonus, whichever is lower." 

We detected that the player has bets that reach up to 91.50 EUR, which as established is a direct breach of the T&C, therefore his winnings were voided. 

We hope this will clarify the situation. 

Kind Regards,

Slotimo Casino 

That with the 5% that is explained really stupidly normal is 2€ max or 5€ max how about if you systematically make a block or an info that you are playing over the wagering conditions

Das mit den 5% das aber echt doof erklärt normal is 2€ max oder 5€ max wie wärs wenn man systematisch eine sperre macht oder eine info das man über den wettbedingungen spielt

Thank you Slotimo Casino team for the statement and email with evidence.

Dear Realkings,

I've looked at the evidence provided by the casino and it suggests that many overbets were made. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like the maximum bet rule. The casino can form its own T&Cs and set its own rules for the gameplay, especially when it comes to bonuses. This is how the casino protects itself from bonus abusers. You are right that it would be much easier for everyone if the maximum bet rule was enforced on the software level. Unfortunately, not many casinos support this feature and players have to read the Bonus T&Cs instead. You can read about it in our fair gambling codex: https://casino.guru/fair-gambling-codex-for-casinos#max-bets. I'm afraid I won't be able to help you with this one and your complaint will be rejected. I wish I could be of more help.

Best regards,

Peter