SlotHunter Casino - Τα κέρδη του παίκτη από ένα μπόνους ακυρώθηκαν.

2nd deposit bonus used, 50% on a € 100 deposit plus free spins.

Profit of 2300 € fully implemented and want to pay out 1800 €, all bonus conditions have been met.

Payout was ordered and after 2 hours the payout was canceled and the money was confiscated, I exceeded the stake amount it was then said.

the money was not credited back to the gaming account but simply retained.

There was no explanation to understand it, some bonus buy games indicated that the limit had been exceeded, which is why it was not possible to play at a lower stake.

and now it is suddenly said that I violated the conditions!

1800 € are gone!

customer service, blocks directly and leaves the chat.

just stealing!

Einzahlungsbonus verwendet, 50% auf eine 100€ Einzahlung plus freispiele.

Gewinn von 2300€ fertig umgesetzt und 1800€ auszahlen wollen, jegliche Bonusbedingungen wurden erfüllt.

Auszahlung in Auftrag gegeben und nach 2 Stunden wurde die Auszahlung storniert und das Geld konfisziert, ich habe die Einsatz Höhe überschritten hieß es dann.

das Geld wurde nicht wieder dem spielkonto gutgeschrieben sondern einfach einbehalten.

Erklärung zum nachvollziehen gab es nicht, es wurden bei einigen Bonus-Buy spielen angezeigt, dass das Limit überschritten ist, weshalb es dann nicht möglich war zu spielen, auf niedrigerem Einsatz dann schon.

und jetzt heißt es auf einmal das ich gegen die Bedingungen verstoßen habe!

1800€ sind weg!

kundenservice, blockt direkt ab und verlässt den Chat.

einfach nur Diebstahl!

Dear Joshua,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms (https://www.slothunter.com/bonus-terms-and-conditions), and this is what I found:

"The maximum bet while wagering is 5 EUR/USD, 50 NOK, 7.5 CAD, 400 RUB. The max. bet limit (5 EUR) includes bets doubling after a game round has been completed and bonus rounds (purchased within the game)."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you are sure you didn’t breach this rule, please forward me your game history. My email address is kristina.s@casino.guru.

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards,

Kristina

Dear Joshua,

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.

Good Morning,

Thank you for the extension.

The anger is heavy.

I find it unjustified that I was not informed the entire time, in the end my entire deposit that I made was just play money.

There was no time when I could make any profit as the money from the bonus buys was "worthless".

At no moment, as mentioned, was it reset to the amount of the deposit, which is why I never had the opportunity to notice that I cannot do anything with all of the money.

I would like to have this deposit amount credited, not even with the bonus, just the € 100 deposited.

A solution has to be found in which I don't just supposedly win a vacation + the rent & in the end have gambled away € 100 😂

Schönen guten Morgen,

Vielen Dank für die Verlängerung.

Der Ärger sitzt schwer.

Ich finde es ungerechtfertigt, dass ich die gesamte Zeit nicht informiert wurde, letztlich war so meine gesamte Einzahlung die ich getätigt habe, nur Spielgeld.

Es gab keinen Zeitpunkt, an dem ich irgendeinen Gewinn erzielen konnte, da das Geld durch die bonus Buys "wertlos" war.

es wurde zu keinem Moment, wie erwähnt, auf den Betrag der Einzahlung zurückgesetzt, weshalb ich zu keinem Moment die Möglichkeit hatte zu bemerken, dass ich mit dem gesamten Geld nichts anfangen kann.

ich möchte diesen Einzahlungsbetrag gutgeschrieben haben, nicht mal mit dem Bonus, einfach nur die eingezahlten 100€.

es muss sich doch eine Lösung finden, in der ich nicht einfach mal einen Urlaub+ die Miete vermeintlich gewonnen habe& am Ende 100€ verspielt habe 😂

Thank you very much Joshua for your reply. I will now transfer your complaint to my colleague Peter who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hi Joshua,

I'm taking over your complaint. If I understand you correctly, you breached the maximum bet rule and lost the winnings. Then you were informed you would get the deposit back but it never happened, correct?

Good Morning,

It was written that my balance was reset to the deposit, but at the time I had € 500 in the game account, so I thought I can withdraw some of it sooner or later.

The notification came later, I never had the opportunity to win anything after violating the condition & therefore I would like to have at least the money credited back to the deposit.

Guten morgen,

Es wurde geschrieben, dass mein Guthaben auf die Einzahlung zurückgesetzt wurde, zu dem Zeitpunkt hatte ich allerdings 500€ auf dem Spielkonto, dachte also ich kann früher oder später davon auch noch etwas auszahlen.

Die Benachrichtigung kam erst später, ich hatte nie die Möglichkeit etwas zu gewinnen, nachdem ich gegen die Bedingung verstoßen habe& deshalb möchte ich mindestens das Geld der Einzahlung wieder gutgeschrieben haben.

Hi Joshua,

Could you please send me your game history (peter.m@casino.guru)? Either screenshots or the whole document please. In the meantime, I will contact the casino and see what can be done. I would like to invite SlotHunter Casino to the conversation to participate in the resolution of this complaint.

We would like to ask SlotHunter 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

Hi Joshua,

Thank you for the email, it's a curious situation. I'm still trying to get in touch with the casino by Skype and email but had no luck so far. I will keep you updated.

Many Thanks..

is very strange.

just feels like the profit is about to be withheld!

Vielen Dank..

ist schon sehr merkwürdig.

fühlt sich einfach so an, als würde der Gewinn einbehalten werden wollen!

Hi Joshua,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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 to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help. 

Best regards,

Peter

We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach a satisfactory conclusion.

Hi,

We've reviewed the situation once again.

The player definitely exceeded bet during a play with a bonus (sometimes, the bets reached 100 till 300 euros).

The deposit amount was returned once the player wagered a bonus and we discovered a max bet breach violation.

Dear SlotHunter Casino team,

Could you please send relevant evidence to my email address (peter.m@casino.guru)?

Hello,

We've sent it to the specified email address.

Thank you SlotHunter Casino team for the provided evidence.

Hi Joshua,

The evidence from the casino suggests that several overbets were made. Since the casino gave you your deposit back as requested, can we consider the issue to be resolved?

Dear Joshua,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I wanted to pay out the full amount and in the end the entire €1800 was gone.

Nothing was refunded because I made a profit in the free spins and wanted to pay it out.

the money was from 1800€ to 0.

It is unbelievable that when the casino apparently has it directly that there is a violation, that you just let it continue until you try to pay out or the money is 0!

If I hadn't got in touch immediately afterwards, nothing would have happened.

sorry, but do you understand that it's really a rather planned lack of communication with you.

Ich habe den Gesamtbetrag auszahlen wollen und am Ende waren die gesamten 1800€ weg.

Da wurde nichts erstattet, denn ich habe in den Freispielen Gewinn gemacht und diesen auszahlen wollen.

das Geld war von 1800€ auf 0.

Es ist unfassbar, dass wenn es dem Casino anscheinend ja direkt vorliegt, dass da ein Verstoß ist, dass man einfach weiterlaufen lässt bis der Versuch der Auszahlung kommt oder eben das Geld auf 0 ist!

Hätte ich mich nicht direkt im Anschluss gemeldet, wäre da gar nichts gekommen.

entschuldigt, aber haben sie Verständnis dafür dass es sich echt nach ziemlich geplanter fehlender Kommunikation bei ihnen handelt.

Hi Joshua,

I'm afraid there is not much that can be done if you broke the maximum bet rule so many times. You are right that it would be much easier if the system wouldn't let you make bets bigger than the max bet. Unfortunately, this feature is not an industry standard yet. The only thing I can recommend you do is to study the bonus rules properly before you accept a bonus, so you avoid disappointment in the future. I wish I could be of more help.

Best regards,

Peter