Slotozen Casino - Las ganancias del jugador han sido limitadas.

Hi there,

I made a deposit of 20 euros and got a 150% bonus, i.e. 30 euros bonus.

after successful implementation I had 4000 euros in the account.

Then I requested a payout and I was only paid 300 euros.

Terms and Conditions:

The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc .) will equal the bonus amount multiplied by 10 unless otherwise stated. Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule.

But it says NOT LIMITED TO WELCOME BONUS

That means that this 10x applies to every bonus, but not to the welcome bonus, as it has no limit.

Or did I get this wrong?

Warm greetings

Hallo,

ich habe eine Einzahlung von 20 Euro gemacht und einen 150 % Bonus, also 30 Euro Bonus bekommen.

nach erfolgreichem umsetzen hatte ich da 4000 Euro am Konto.

Dann habe ich eine Auszahlung beantragt und mir wurden 300 Euro nur ausgezahlt.

AGBs:

The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10 unless otherwise stated. Any winnings exceeding this amount will be forfeited upon withdrawal. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule.

Aber da steht doch NOT LIMITED TO WELCOME BONUS

Das bedeutet doch, dass diese 10x für jeden Bonus gilt, aber nicht für den willkommensbonus, da dieser kein Limit hat.

oder verstehe ich das falsch?

Liebe Grüße

Dear Marcel,

Thank you very much for submitting your complaint. Please understand, that the term says 'including, but not limited to Welcome Package, ...' which means, that this rule is applied to all the listed types of bonuses (Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins), but it can also be applied to some other types of bonuses that are not mentioned in this list. Therefore the casino capped your winnings correctly and in accordance with their bonus T&Cs.

Please do not hesitate to contact me if there is anything else, I could do for you in this matter, otherwise, I will be forced to reject your complaint. Thank you for your understanding.

Best regards,

Kristina

Dear Marcel,

We are extending the timer by 7 days. Please, be aware that in case you fail to reply in the given time frame, we will reject your complaint.

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.