Slots&Bets Casino - Выигрыши игрока были конфискованы.

Dear Guru team,

Today I got email from the casino:

"Your winnings have been cancelled in accordance with the General Rules of the Bonus Policy of our site, paragraph 2.1.8 Players using the minimum risk wagering tactic will have their bonuses canceled immediately and no longer available.

The security department has found that you used tactics, wagering with minimum risk, which contradicts with the rules of our casino. In this regard, all your bonuses have been canceled and will no longer be available in the future.

We ask you to make a request for the withdrawal of your deposit, as your account will be blocked in the near future.

Best regards,

Slots&Bets Administration"

I need your assistance with an issue. I played eligible slot games, placing bets ranging from 5 to 0.30 euros (all bets within allowed bet limit according to casino’s Terms and conditions - maximum bet of 5). There is no "minimum bet" limit anywhere on their website. I don't understand what I did wrong. Could you please help me recover my winnings?

Dear ekinciren99,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Could you please specify what kind of bonus you activated? Was it a deposit bonus or a free, no-deposit bonus? Please send me the screenshot or the link to the bonus you played with.

Have you played only slots with your active bonus or have you played other games as well (roulette, for example)?

Could you kindly confirm if you passed the full KYC verification?

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

Best regards

Veronika

Hello,

It was bonus on first deposit, welcome bonus, here is the link,

https://www.slotsandbets.com/events/default/view?id=6

Yes I played only slots.

Yes I passed KYC, I provided all requested documents.

Thank you very much, ekinciren99, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello ekinciren99,

I'm Michal, and I have taken over your complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

We would like to invite Slots&Bets Casino to join the conversation.

Dear Slots&Bets Casino,

Can you please provide more information if the wagering with minimum risk "tactic" is the only reason that led you to confiscate the player's winnings? I have checked your bonus terms and conditions and while I understand your perspective that the player's gameplay might align with your definition of bonus abuse as mentioned here:

2.1.8 Players using the minimum risk wagering tactic will have their bonuses canceled immediately and no longer available.

however, we need to question the assumption that switching from high-risk to low-risk betting after a significant win gives the player an unfair advantage. This behavior is quite reasonable among the vast majority of players, as they tend to become more cautious after winning, fearing potential losses.

It's important to remember that all casino games have a house edge, ensuring the casino's profitability even with low-risk bets. Therefore, there is no valid reason to penalize such gameplay. As we mentioned in Our Position on Banning Betting Patterns and Strategies. I kindly ask you to reconsider your decision, or if there are other reasons that have an impact on your decision, please share them with us. If the information, including supporting evidence, can't be shared publicly, please forward it to me at michal.k@casino.guru

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.

Dear ekinciren99,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Gaming Curaçao Authority (complaints@gaming-curacao.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know how they responded (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru