Slot10 Casino - Τα κέρδη του παίκτη ακυρώθηκαν.

Hello, first of all I don't live in Puerto Rico but in Germany, unfortunately I couldn't change it.

I had used a bonus code and the bonus was already converted. So I played with real money for a long time. I have on 07.05. Requested a payout of €2500. Today my entire balance / Azs payment was canceled / deleted. On request: I allegedly committed a bonus manipulation. Bought free spins 3 times in a row. Can you help me?

Hallo, zu aller erst ich lebe nicht in Puerto Rico sondern in Deutschland, leider ließ es nicht ändern.

Ich hatte einen Bonuscode genutzt und der Bonus wurde auch schon konvertiert. So dass ich lange mit Echtgeld gespielt habe. Ich habe am 07.05. Eine Auszahlung von 2500€ beantragt. Heute wurde mein ganzes Guthaben/ Azszahlung storniert/gelöscht. Auf anfrage: Angeblich habe ich eine Bonusmanupilation begangen. Hätte 3mal hintereinander freispiele gekauft. Könnt ihr mir weiterhelfen?

Hello Error1905,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slots10 Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Do I understand it correctly that you have filled out wrong information in the casino? Did you ever deposit into the casino and if yes, how many times and when exactly? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hi, thanks for the quick response!

Yes, my account has been digitized for 3 weeks. I had already deposited at Slot10 several times. But won the 1st time and wanted to cash it out.

My account details are all correct, so I didn't give any wrong information.

Here is the explanation from slot10 casino, an absolute joke just because I did Bonus Buy they don't want to pay. I send you the mail from Slot10 casino:

We are reaching out to you regarding your recently claimed bonus and withdrawal request.

Our trading team has detected that your betting activities related to the S103GOLD600M bonus are in violation of the general website terms and conditions. Please see the note in the rule below:

Section 8. Bonus Rules, point:

8.8.1. Casino bonus manipulations may consist of, but are not limited to:

Placing bets that are specified as a restricted game in the rules of the relevant promotion

Increasing the balance and then changing gaming behavior (stake, game type, betting structure, etc.) in order to meet the bonus wagering requirement

Large bets leading to a substantial win, followed by a bet drop of at least 75% of the previous average bet in order to clear the bonus wagering requirements.

Placing bets with an amount greater than €12 (or the equivalent of € in another currency) or 5% of the bonus given, whichever is lower.

8.8.2. The manipulation of the sports bonus can consist of, among other things:

Placing bets that are specified as a restricted game in the rules of the relevant promotion

Placing bets on opposite outcomes or repeat bets

Placing bets on your real + virtual balance more than twice in a row

Increasing the balance and then changing the game pattern (bet, game, type, bet structure, etc.) in order to meet the bonus wagering requirements

Large bets that result in a significant win followed by a wager decrease of at least 75% of the previous average wager in order to clear the bonus wagering requirement.

Please also note that since bonus manipulation was detected, we were obliged to redeem your winnings and the amount of EUR 250 was returned to your betting account.

For your information, see point: 8.8.3. In case of bonus manipulation, Slot10 reserves the right to withdraw any accumulated winnings.

Hallo, danke für die schnelle antwort!

Ja mein Konto ist seit 3 Wochen verzifiert. Ich hatte auch schon öfter bei Slot10 eingezahlt. Aber das 1. Mal gewonnen und wollte es auszahlen.

Meine Konto angaben sind alle korrekt, also ich keine falschen angaben gemacht.

Hier die erklärung von slot10 casino, ein absoluter Witz nur weil ich Bonus Buy gemacht habe, wollen sie nicht zahlen. Ich sende ihnen die mail von Slot10 casino:

wir wenden uns an Sie in Bezug auf Ihren kürzlich beantragten Bonus und Ihre Auszahlungsanfrage.

Unser Handelsteam hat festgestellt, dass Ihre Wettaktivitäten im Zusammenhang mit dem Bonus S103GOLD600M  im Widerspruch zu den allgemeinen Nutzungsbedingungen der Website stehen. Bitte beachten Sie den Hinweis in der unten stehenden Regel:

Abschnitt 8. Bonusregeln, Punkt:

8.8.1. Casino-Bonus-Manipulationen können unter anderem bestehen aus:

Platzieren von Wetten, die in den Regeln der jeweiligen Aktion als eingeschränktes Spiel aufgeführt sind

Erhöhen des Guthabens und anschließendes Ändern des Spielverhaltens (Einsatz, Spielart, Wettstruktur usw.), um die Umsatzbedingungen für den Bonus zu erfüllen

Große Einsätze, die zu einem beträchtlichen Gewinn führen, gefolgt von einem Rückgang des Einsatzes um mindestens 75 % des vorherigen Durchschnittseinsatzes, um die Umsatzbedingungen für den Bonus zu erfüllen.

Platzieren von Wetten mit einem Betrag von mehr als 12 € (oder dem Gegenwert von € in einer anderen Währung) oder 5 % des gegebenen Bonus, je nachdem, welcher Betrag niedriger ist.

8.8.2. Die Manipulation des Sportbonus kann unter anderem bestehen aus:

Platzieren von Wetten, die in den Regeln der jeweiligen Aktion als eingeschränktes Spiel aufgeführt sind

Platzieren von Wetten auf entgegengesetzte Ergebnisse oder Wiederholungswetten

Wetten auf Ihr echtes + virtuelles Guthaben mehr als zweimal hintereinander zu platzieren

Erhöhen des Guthabens und anschließendes Ändern des Spielmusters (Wette, Spiel, Typ, Wettstruktur usw.), um die Umsatzbedingungen für den Bonus zu erfüllen

Große Wetten, die zu einem erheblichen Gewinn führen, gefolgt von einem Rückgang des Wetteinsatzes um mindestens 75 % des vorherigen durchschnittlichen Wetteinsatzes, um die Umsatzbedingungen für den Bonus zu erfüllen.

Beachten Sie bitte auch, dass wir, da eine Bonusmanipulation festgestellt wurde, verpflichtet waren, Ihre Gewinne einzulösen und der Betrag von 250 EUR auf Ihr Wettkonto zurücküberwiesen wurde.

Zu Ihrer Information, siehe Punkt: 8.8.3. Im Falle einer Bonusmanipulation behält sich Slot10 das Recht vor, alle angesammelten Gewinne abzuziehen.

Dear Nick, 

The player claimed bonus S103GOLD600M (500 EUR) on 25.04.2023. Using the bonus, he played slots. 

As per our promotion T&C which the player is familiar with and which were explained by our colleagues, the player cannot place bets above 12 EUR or 5% of the bonus amount.

For reference:

"8.8.1. Casino bonus manipulation amongst others, may consist of:

(a) Placing bets listed as restricted gameplay in the specific promotion’s rules 

(b) Increasing the balance, then changing the gaming pattern significantly (bet, game type, bet structure, etc.) in order to complete the wagering requirements for the bonus 

(c) Making large bets leading to a substantial gain followed by a drop in bet size equal to or greater than 75% of the previous average bet size in order to complete the wagering requirements for that bonus. 

(d) Placing bets of amounts higher than 12€ (or equivalent to € in other currency) or 5% of the given bonus, whichever is lower."

In this case, Error1905 made several bets using virtual funds which are in breach of term 8.8.1(d), some going as high as 192 EUR on a single stake.

Considering that there is a clear breach of the Terms and Conditions, the associated winnings were voided and the player's deposit amount was restored back to the account balance. 

Kind Regards, 

Slot10 Casino Team

For all casino lovers!

Attention Slot10 Casino is based on scams, they are not affiliated with any gambling authority. It is therefore not possible for anyone to lodge a complaint anywhere.

Even my actual deposit amount of €250 was not paid out. Apparently documents were missing blah blah.

They delete my balance of over €10,000 because I bought free spins. Who doesn't? If that is not allowed, why is this possible. Wouldn't the casino have to turn off the option. But of course they leave the option in because if you should win, Slot10 Fraud Casino can accuse you of bonus manipulation. Cool scam to pay no money to Azs.

SO HANDS OFF! !

Für alle Casino Liebhaber!

Achtung Slot10 Casino basiert auf Betrug, sie gehören keiner Glückspielbehörde an. Somit ist es niemanden möglich irgendwo beschwerde einzureichen.

Selbst mein eigentlicher Einzahlungsbetrag vin 250€ wurde nicht Ausgezahlt. Es würden angeblich Unterlagen fehlen bla blaa.

Die löschen mein Guthaben von über 10000€, weil ich freispiele gekauft hab. Wer macht es nicht? Wenn das nicht erlaubt ist, wieso ist dies möglich. Müsste das Casino nicht die Option ausschalten. Aber natürlich lassen sie die Option drinne, denn falls ihr gewinnen solltet, kann Slot10 Betrugs Casino euch Bonusmanipulation vorwerfen. Coole masche um kein Geld Azszuzahlen.

ALSO FINGER WEG ! !

Again to understand what a scam Slit10 Casino pulls off!

If you buy free spins with a bet of 20 cents, which costs €20 in most games. Are you violating bonus terms and conditions? Hahahaaaaaa what pranksters

Please don't put a single penny into this scam casino, I should have read CasinoGuru's review of Slot10 scam casino first. "A casino cannot be rated worse"

Nochmal zum Verständnis, was fürne eine Betrugsmasche Slit10 Casino abzieht!

Wenn ihr bei 20cent Einsatz Freispiele kaufe, was in den meisten spielen 20€ kostet. Verstoßt ihr gegen Bonusbedigungen. Hahahaaaaaa was für Witzbolde

Bitte steckt kein einzigen Cent in dieses Betrugscasino, ich hätte mal vorher die Bewertung von CasinoGuru für Slot10 Betrugscasino lesen sollen. "Schlechter kann ein Casino nicht Bewertet werden"

Here are the alleged bets that are at stake as proof. Free spins were bought with a 60 cent stake. Above all, this did not even result in profits, rather minus. Because of something like that, more than 10K are deleted and they don't even bother to come to me. Also, I still haven't received my deposit amount myself. Sad and pathetic.

PLEASE STAY AWAY FROM SLOT10 SCAM CASINO and trust CasinoGuru's review about Slot10 Casino

Hier als Nachweis die angeblichen Wetten um denen es geht. Es wurden freispiele mit 60cent Einsatz gekauft. Vor allem wurden dadurch noch nicht mal gewinne erziehlt eher minus. Wegen sowas werden mir über 10K gelöscht und machen sich nicht mal die mühe sich mir entgegen zu kommen. Außerdem habe ich selbst mein Einzahlungsbetrag bis heute nicht erhalten. Traurig und armseelig.

BITTE HALTET EUCH VON SLOT10 BETRUGSCASINO fern und vertraut auf Bewertung von CasinoGuru über Slot10 Casino

Thank you both for all the information provided so far. As we will need more information from the casino, I would like to ask Slot10 Casino to forward evidence that the player breached the bonus terms and to specify when can the player expect his refund of deposits to branislav.b@casino.guru as the complaint will be forwarded to him from now on.

Best regards,

Nick

Hello Nick, I received an amount of 250€ on my account. Probably for the bad conscience that I was deleted over 10000 €. Wrote to Slot10 again but no answer until today. A solution must be found. For example, I'm willing to agree on a comparison amount or the deleted balance with new bonus conditions, so I have to convert the amount first, etc... I'm not even concerned with the payout, but with the fun of the game.

Hallo Nick, ich habe einen Betrag von 250€ aufs Konto erhalten. Wahrscheinlich für das schlechte gewissen das mir über 10000€ gelöscht wurden. Hatte Slot10 nochmal angeschrieben aber bis heute keine antwort. Es muss eine lösung gefunden werden. Z.b. bin ich bereit mich auf einen Vergleichsbetrag zu einigen oder das gelöschte Guthaben mir neuen Bonusbedingungen, so das ich den Betrag erst umsetzen muss usw...Mir gehts nicht mal um die Auszahlung sondern um den Spielspass.

Hello, Error1905,

I am sorry to hear about your unpleasant experience. From now on, I will assist you with the complaint. I will contact the casino again and try my best to resolve the issue as soon as possible. So, let's ask the casino about the details and the requested evidence.

Dear Slot10 Casino Team,

Could you please elaborate on "several bets using virtual funds"?

You mentioned a single stake of 192 EUR. Do I understand correctly that the player purchased an in-game feature (extra free spins) while playing with bonus money? If that is the case - how many free spins did he buy and what was the value of 1 free spin?

Can you please explain what an (unfair) advantage did he gain by playing in this way?

If in-game purchases while playing with an active bonus are forbidden and the casino confiscates winnings for doing that, why is it not enforced by the casino's system, and the players are allowed to do it? Or - why do such bets count towards wagering requirements? How are the players informed that it is forbidden?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence? Can you please provide me with the player's complete gameplay history?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

Dear Branislav,

Additional comments and evidence were sent to your email.

Kind Regards,

Slot10 Casino Team

Do I still get an answer?

Bekomme ich noch ne antwort?

Hey Casino Guru Team, why aren't there any replies. I've looked at several comments everywhere people are waiting for answers. We are grateful that you are there for us, great praise but answers would be good.

Have you checked the email from Slot10 Casino, I would like to see the email

Hey Casino Guru Team, wieso kommen keine antworten. Ich habe mir mehrere kommentare angeschaut überall warten die Leute auf antworten. Wir sind dankbar das ihr füe uns da seid ganz großes Lob aber antworten wären gut.

Haben sie die Email von Slot10 Casino geprüft, ich würde gern die Email sehen

Dear Error1905,

I am sorry for the delay. However, there are several things that need to be clarified here.

In your first post, you mentioned that you do not live in Puerto Rico, but in Germany. Then, in your second post, you stated that all your account details are correct and that you did not fill in any wrong information. Why did you mention it? Can you please explain it in more detail, please?

As for a breach of the casino's bonus terms and conditions, and since I assume you have access to your casino account, you can check it by yourself and provide me with the following information - when did you claim the bonus in question, when were the winnings converted to the real money balance, and when all the in-game purchases (free spins buying) were made?

You shared a screenshot with some of the in-game purchases (2 of them) - can you please confirm this was done while you were playing with the active bonus, so the purchases were made with bonus funds?

Then, since it looks like all the bets above 12€ (maximum bet amount with an active bonus) were made with an active bonus, and you claimed that you bought free spins only 3 times in a row - how can you please explain the other bets of €40 to €192 bets which were made outside of the mentioned 3 free spins purchases? Are you trying to tell us that all these +€40 bets were only in-game purchases of free spins?

In addition, you allegedly did not win anything from these bets/purchases, but I see in the provided part of your gameplay history that you managed to win substantial winnings from these bets, which gave you a significant advantage to meet the bonus wagering requirements and convert the funds to real money balance. It is even visible in the screenshot you shared above.

Once you answer all of my questions above, we can proceed with the case.

Looking forward to hearing from you.

1. Why I wrote in that my account information is correct is because her colleague "Nick" asked for it. Again for understanding my account details at Slot10 are correct.

2. I didn't claim I bought ONLY 3 free spins. That was what Slot10 said and the screenshots I posted are the bets Slot10 accused me of. Hence I posted this. I recommend you read through the full complaint history chat! Of course, I often bought free spins, which all casino players do, so there is a bonus buy button right?

So if I had to send you the betting lists it would be over 1000 screenshots. It seems like you are playing for time, if you are not able to solve the case let me know and please do not waste time. We're talking about incorrect account information here, which is not true and has nothing to do with bonus manipulation.

Slot10 sent you emails about the bets and did you even get any answers from slot10 to your well-posed questions? As an example, why is there a bonus buy button, why are higher bets possible with the bonus? Also, I said I didn't win anything on the bets I was accused of and I won most of the money after the bonus was regenerated. They say they want my betting history and in their message they say they have a betting history.

Again, all bets over €12 are bonus buys, not single bets. Again for understanding, every player who uses 0.20 cents buys free spins, which costs €20. Commits bonus manipulation according to Sl0t10 Casino!

It's better to go into facts so that we don't waste time. I find your questions provocative and manupulative and partisan. As you can see from their email, they have already come to an agreement with Slot10.

1. Wieso ich reingeschrieben habe das meine Kontoangaben korrekt sind ist weil ihr Kollege "Nick" danach gefragt hat. Nochmal zum Verständnis meine Kontoangaben bei Slot10 sind korrekt.

2.ich habe nicht behauptet ich hätte NUR 3 mal Freispiele gekauft. Das war die Aussage von Slot10 und die Screenshots die ich gepostet habe sind die Wetten die mir von Slot10 vorgeworfen werden. Daher habe ich dies gepostet. Ich empfehle ihnen den kompletten Beschwerdeverlaufschat durchzulesen! Natürlich habe ich öfter Freispiele gekauft, was alle Casino spieler machen, deswegen gibt es die Bonusbuy Button oder?

Also wenn ich ihnen die Wettlisten schicken müsste wären es über 1000 screenshots. Es dieht so azs als würden sie auf Zeit spielen, wenn sie nicht fähig sind den Fall zu klären sagen sie mir bescheid und vergolden bitte keine zeit. Reden hier von falschen Kontoangaben, was nicht stimmt und nichts mit Bonusmanupilation zutun hat.

Slot10 hat ihnen doch, mails geschickt um welche Wetten es geht und haben sie überhaupt antworten auf ihre gut gestellten feagen erhalten von slot10? Wie als beipiel wieso gibt es den Bonusbuy button, wieso sind höhere wetten beim Bonus möglich? Außerdem habe ich gesagt, bei den wetten was mir vorgeworfen wurde, habe ich nichts gewonnen und das meiste geld habe ich gewonnen nachdem der Bonus regeneriert wurde. Sie sagen sie wollen den Wettverlauf von mir und in ihrer nachricht schreiben sie das sie einen Wetrverlauf haben.

Ich wiederhole nochmal: alle Wetten die über 12€ sind, sind Bonusbuys keine einzelwetten. Nochmal zum verständniss, jeder spieler der bei 0,20cent Einsatz Freispiele kauft, was 20€ kostet. Begeht laut Sl0t10 Casino Bonusmanipulation!

Gehen sie lieber auf Fakten ein, damit wir keine Zeit vergolden. Ich finde ihre fragen provokativ und manupulativ und partei ergreifend. So wie man es ihrer mail nach ansieht, haben sie sich schon mit Slot10 geeinigt.

Alright, Error1905. I will try to explain to you the situation in more detail.

The way of you communicate and your failure to answer my questions also cause dragging the process out. Therefore, I will overlook your notes and opinion about my questions, and to not waste any involved party's time, I would appreciate it if you could answer them. I went through the thread before I wrote my previous post. If you answered all the questions sufficiently, I would not have to ask them more than once, right?

Although you answered Nick that all your account details are correct, you did not explain why you had mentioned the fact you do not live in Puerto Rico but in Germany. So, again, but in other words - why did you mention it at the beginning, and what does Puerto Rico have to do with this case, please?

From your first post, it was not clear whether the information about "3 times purchases in a row" was provided by the casino or it was only your additional note since it is not mentioned in the email from the casino you shared above. All details are important.

In the meantime, the casino provided me with another piece of information that I asked you for. Can you please confirm you activated the bonus on April 25, 2023 (15:19:25), and the conversion took place on April 27, 2023 (09:28:36 UTC)? Since you have access to your account, you should be able to check and confirm this information.

In addition, there is still ongoing communication between me and the casino outside of this thread. Once I have enough details and answers to my well-posed questions, I will share them here.

1. I mentioned Puerto Rico because when I first wrote to you. Underneath my name was the Puerto Rico flag at Casino Guru (now showing the Germany flag) as well as theirs showing the English flag. I wanted to tell Casino Guru that I am a player from Germany so that I can get the right support. Again, nothing to do with Slot10.

2. Regarding the three-time purchases. That's what I was told in the live chat and they called the betting lists in the live chat. I put that in here as a screenshot. This is the 192 buyinn bet list that Slot10 is also talking about in the mail. I put the screenshot in so you can see it.

3.The activation period and conversions are correct.

4. As I said: why is it possible to buy free spins or place higher bets if this is not allowed. Again, every player who buys free spins for 20 cents, which usually costs €20, commits bonus manipulation according to Slot10 Casino! This cannot be right and is obviously a scam. That must be clear to everyone

You have to understand that this situation upsets me a lot and I'm so upset about it. After all, this is about €10,000, which is not a little money. I'm also willing to make compromises: for example reduced payouts or balances that need to be converted again, but Slot10 doesn't respond to anything I write to support.

1. Puerto Rico habe ich erwähnt, weil als ich ihnen zum ersten mal geschrieben habe. War unter meinen Namen die Puerto Rico Flage bei Casino Guru (jetzt ist die Deutschland Flagge zu sehen), so wie bei ihnen die Englische Flagge zu sehen ist. Damit wollte ich Casino Guru mitteilen, das ich ein Spieler aus Deutschland bin, damit ich bei den richtigen support bin. Nochmals hat nichts mit Slot10 zu tun.

2. Was die dreimal Einkäufe angeht. Das wurde mir im Livechat gesagt und dazu haben die im Livechat die Wettlisten genannt. Die hatte ich auch hier reingestellt als screenshot. Das ist die 192 buyinn Wettliste wovon Slot10 auch in der mail redet. Den screenshot habe ich reingestellt, damit sie es sehen können.

3.Der Zeitraum für die Aktivierung und die Umwandlungen sind Korrekt.

4. Wie gesagt: wieso ist es möglich Freispiele zu kaufen o. höhere Wetten zu platzieren, wenn das nicht erlaubt ist. Nochmals jeder spieler der für 20cent Freispiele kauft, was meistens 20€ kostet, begeht laut Slot10 Casino Bonusmanupilation! Das kann nicht richtig sein und ist offensichtlich ein Betrug. Das muss jedem klar sein

Sie müssen verstehen das mich diese Situation sehr aufregt und ich deswegen so verärgert bin. Immerhin geht es hier um 10.000€ was nicht wenig geld ist. Ich bin auch bereit Kompromisse einzugehen: als beispiel reduzierte Auszahlung oder Guthaben was wieder umgewandelt werden muss aber Slot10 reagiert auf nichts was ich dem support schreibe.

Dear Error1905,

Thank you for the additional clarification and answers.

After gathering all the necessary information and details, we are closing this complaint as unjustified due to breaching the casino's bonus terms and conditions - exceeding the maximum bet amount of €12. We do not see a problem in using in-game purchases of Free Spins while playing with an active bonus if a value of 1 Free Spin is under the maximum bet amount stated in the casino's bonus terms and conditions. However, if we are talking about the purchase of €192, which was tested in a demo version of the Megaways Jack slot, there were 12 Free Spins. It means that the value of 1 Free Spin was €16 (the game informs players about it before each purchase confirmation), and there was even a significant amount won from these exceeded bets, which gave you an unfair advantage for meeting the wagering requirements. Considering the way of your play, it is clear you played in some games only using the in-game purchases, not just to try it or that you did it by mistake.

Please note that it is not an industry standard that casinos have the maximum bet amount enforced by the system, and we are talking about free funds given by them on top of players' deposits. Therefore, we accept it. In addition, players are obliged to read the terms and conditions, and you accepted them upon registration.

You are not entitled to the winnings obtained in this way, and it is not possible to make any compromise here. Since your deposit was restored, the casino acted correctly and in accordance with its terms and conditions.

I am sorry we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Slot10 Casino team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru