SlotsGem Casino — общее обсуждение

Hello, good afternoon

After registering at the casino, I was given a spin on their roulette wheel, which featured various prizes, including one that showed €500.

After being lucky enough to land there, it seems that €500 isn't being added to my account, and I'm not just talking about €500 in real money. Nor is the €500 bonus added with x40 wager, as stated in their general terms and conditions. I mention the general terms and conditions because that's the only place where this information can be found.

The roulette wheel's specific terms don't mention that the prizes are bonuses, nor does it specify what happens if you land on the €500 slot. It doesn't specify that you'll be awarded a €500 bonus that you must redeem. In other words, what they've awarded me is a bonus that releases €5 for every €500 I bet in real money. That is, I have to bet €50,000 to get the €500.

I'm not saying it's fake; what I'm complaining about is that this information isn't available anywhere; it wasn't even offered or shown to me on support. I feel like I've been cheated for not being able to read that what they're saying is true... I feel like they're doing whatever they want, depending on what happens to them that day.

Hola buenas tardes

Tras registrarme en el casino, me otorgaron un lanzamiento de su ruleta en la cual aparecen diferentes premios entre ellos uno que marca 500€.

Tras tener la suerte de caer ahí, parece ser que no se me añaden 500€ a la cuenta y no me refiero a 500€ de dinero real solamente. Tampoco se añaden 500€ de bonus con x40 wager tal y como marcan sus términos generales. Menciono los términos generales porque es en único lugar en el que se puede encontrar esta información.

En los términos específicos de la ruleta no menciona que los premios sean de tipo bonus, no especifica que pasa si caes en la casilla de los 500€. No especifica que te otorgarán un bonus de 500€ que debes liberar. Es decir lo que me han otorgado es un bonus que por cada 500€ que apueste de dinero real, libera 5€. Es decir tengo que apostar 50.000€ para conseguir los 500€.

No digo que sea falso, lo que reclamo es que en ningún sitio se encuentra esa información, que ni siquiera en soporte me la han ofrecido o enseñado. Lo que me siento es estafado por no poder leer que lo que dicen es verdad... Me siento como si hicieran lo que les da la gana según sea lo que les caiga ese día.

I would guess you are talking about some sort of lucky wheel, which I consider a very specific promo action. Is that it, please?

I saw a few casinos completely lacking the lucky rounds rules because it is kind of their own bonus design, but I agree the support should be able to explain that. Sometimes you ca find more details under the wheel itself, like in this case: https://gemslots1.com/promotions/wheel-of-fortune

However, I understand what you're saying, and I did not find anything specific about the prizes represented by this wheel of fortune.

And not only that, I've had an email exchange with them.

They simply tried to explain to me how the bonus I'd been assigned worked. Finally, when I insisted, I wanted to know where that information was so that, if I were a new player, I could see it and, based on 100% knowledge of what kind of prizes were awarded, I could decide whether to play or not. This meant that I could learn how it worked beforehand, not after the fact, once I had it.

They showed me bits and pieces of a clause from the generals, another from the bond terms... but even the whole thing didn't explain anything...

Finally, when they no longer knew what to say, they resorted to clause 3h (I quote verbatim)

"3h. Slotsgem casino reserves the right to change these terms at its discretion at any time."(https://slotsgem.com/rules/bonuses)

And of course, you can't say anything to that.

And I wasn't actually asking for anything. Neither money nor free spins... I just wanted them to show me the description of that bonus and, if it wasn't available, to add it.

They seem like jerks to me, thank goodness it's not my money. It pisses me off because for a moment they made me think I'd won €500 even though I couldn't withdraw it, even though they were asking me for a 100x wager. But asking me for a 100x wager to release 5 at a time seems like a joke to me... Anyway, I haven't deposited anything at their casino, nor will I ever.

And if it helps anyone decide whether or not to play there, it's welcome.

Y no solo eso, he tenido un intercambio de emails con ellos.

Ellos se limitaban a intentar explicarme como funcionaba el bono que se me había asignado. Finalmente cuando les he insistido es que lo que quería saber era donde estaba esa información para que, en caso de un jugador nuevo, pueda verla y en base a saber 100% que clase de premios se otorgan, pueda decidir si jugar o no. Es decir que se pueda conocer previamente el funcionamiento y no a posteriori cuando ya lo tienes.

Me mostraban a trocitos una cláusula de los generales, otra de los términos de los bonos... pero ni todo junto llegaba a explicar nada...

Finalmente, cuando ya no sabían que decir, se han acogido a la cláusula 3h (cito textualmente)

"3h. Slotsgem casino reserves the right to change these terms at its discretion at any time."(https://slotsgem.com/rules/bonuses)

Y claro, a eso no les puedes decir nada.

Y eso que en realidad yo no les estaba reclamando nada. Ni dinero ni free spins... Solamente quería que me mostraran la descripción de ese bono y que en caso de no haberla que la pusieran.

Me parecen unos caraduras, menos mal que no es mi dinero. Me jode porque por un momento me hicieron pensar que había ganado 500€ aunque no pudiera sacarlos, aunque me pidieran x100 wager. Pero que me pidan x100 wager para liberar de 5 en 5 me parece de broma... En fin, que ni deposité ni depositaré nunca en su casino.

Y si a alguno le sirve de ayuda para decidirse si jugar o no jugar ahí, bienvenido sea.

I'd say you have every right to view the situation negatively. The best way to avoid frustration or misunderstanding is, of course, to provide clear bonus terms in the first place. Such a non-deliberate bonus can easily become a trap, especially if one believes that the winning amount is as shown on the wheel.

It's a joke to wager 100x; I'm still adjusting to 50x being quite popular among operators.

I would like to thank you for sharing this episode here on the forum; it's the best way to help others form their opinion. It must have been like acting in a very ironical comedy...

This online casino should be stopped from the internet..I have started the procedures..it is a scam application and every country should intervene legally.

Θα πρέπει αυτό το διαδικτυακό καζίνο να σταματήσει από το διαδίκτυο ..έχω ξεκινήσει τις διαδικασίες.. είναι μια εφαρμογή εξαπάτησης και θα πρέπει να επέμβει νομικά η κάθε χώρα

Could you perhaps explain to us why that is? What kind of issues have you experienced there?

I have been waiting 24hrs for a $45,000 withdrawal. No transparency in live support nor any feedback from their email support. The casino feels like a good platform to play on. However it is very frustrating that my money is being held despite all KYC documentation approved.

Were you able to request the whole amount at once, though?

I can see that they have some daily limit actually. 🤔

Yes I made 11 speperate withdrawals. 5/11 have been approved, however do not show any indication of the status saying "approved" or "processing" in my transaction history.

They have now without notice or reason put my account on hold. Reason being given by live chat was that there are investigations into my account. Despite already having been fully verified 5 days ago. And 5/11 withdrawals already approved. I am very unsettled as that’s everything I have. I have MS and if this isn’t sorted, I am afraid of my wellbeing going forward. They have unjustly put my account on hold without reason, after days of correspondence and constant reassurance that my account is fully verified and given that nearly half my withdrawals have been approved and processed, yet doesn’t show indication of an approved status in my transaction history .

$44,000 I managed to luckily win back off a deposit made with no bonus attached. This is significant.

May I ask if they requested any additional documents from you, please?

It is nothing unusual that when it comes to some higher amount, casinos ask for additional verification, you know.

Our complaint team will look into your case, and hopefully soon we'll learn more.

Also please know that online gambling is supposed to be just a hobby, and if you're feeling unwell, you should avoid playing to keep your healthy status in a good state. Take it only as advice, please.

Still waiting for my money, they triggered. Kyc issue and they do not respond to my emails.....

Hey, I'm sorry to hear you're having trouble. How long has this been going on? If you haven't been verified yet and are still in the process, you won't receive the money until you successfully complete the procedure. What specific KYC issue did the casino find?

I'll be waiting for your reply.

I'm fully verified and they asked for a proof of deposit that they rejected 2-3 times and now I am waiting for my money!!!!!

I am fully verified and the document has been verified!!!!

Well, if they asked for proof of deposit, you’ll probably have to provide it for them to accept it, and only then will you receive the money.

What caused the situation where you were rejected 2–3 times based on what you submitted?

I don't know I will keep you posted but 2 days have passed and still no sign of them just general answers thanks

If problem will persist then we can try to help you via complaint. 🙂

Despite of this situation, I believe it will be sorted out.