Slotimo Casino - Τα κέρδη του παίκτη έχουν κατασχεθεί για παράβαση μπόνους.

Hello Guru,

I deposited 100EUR (745 DKK) and took advantage of their bonus offer, receiving a 100% bonus immediately.

I only played my favourite game, "Magic Spin," betting 10 DKK (1.5 EUR). I was quite lucky and won some significant winnings. I spent the whole evening playing and varied my stake per game between (10, 20, 30, and 40 DKK).

By the time I stopped for the night, I had won approximately 20,000 DKK.

I received a message saying that my bonus had been released (see screenshot).

So, I requested a withdrawal of 2,000Eur (about 14,500 DKK).

In the following days, I gained more at the casino by playing the same game. Overall, I have won about 80,000 DKK from casino games.

Additionally, I made a few sports bets which you can see from my screenshots. In my second bet, I won 14,444 DKK.

So this morning, I had approximately the following amounts in my account:

80,000 DKK (68,000 won from the casino and 12,000 won from sports betting)

Pending withdrawal of 14,500 (2,000 EUR).

But then I received a message about a "Bonus violation" and they have taken everything from my account, leaving only my original deposit of 745.5 EUR.

Could you help me, as I do not believe I have done anything wrong?

Hej Guru,

Jeg indbetalte 100EUR (745 DKK) og benyttede deres bonus tilbud og fik 100% bonus indsat med det samme.

Jeg spillede kun mit favoritspil "Magic Spin". Jeg spillede med 10 DKK (1.5 EUR) som indsats. Jeg var ret heldig og vandt nogle store gevinster og spillede hele aftenen hvor jeg varierede min indsats Per spil mellem (10,20,30 og 40 DKK).

Da jeg stoppede om aftenen havde jeg at vundet ca 20.000 DKK.

Jeg fik en besked om at min bonus var blevet frigivet (se skærmbillede).

Så jeg bad om en udbetaling på 2.000Eur (ca 14.500 DKK).

De næste par dage vandt jeg endnu mere på casinoet ved at spille samme spil. Samlet har jeg vundet ca 80.000 DKK på casinospil.

Derudover har jeg lavet et par sportsspil på som i kan se på mine skærmprint. På mit andet væddemål vandt jeg 14.444 DKK.

Så i morges havde jeg ca følgende beløb på min konto:

80.000 DKK (68.000 vundet på casino og 12.000 vundet på sportsspil)

Ventende udbetaling på 14.500 (2.000 EUR).

Men jeg fik en besked om "Bonus vialation" og så har de fjernet alt fra min konto og nu står kun 745.5 EUR tilbage (altså mit oprindelige indbetalingsbeløb).

Vil i hjælpe mig da jeg ikke mener at have gjort noget forkert?

Dear lmlarsmoller,

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

Have you received any more specific information on which bonus rule you allegedly violated?

Kindly send me the screenshots once again in a higher quality and resolution. The ones you provided us with are not legible.

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

Hi Veronika,

It sounds good that you will try to help me.

Try to see if you can see these screenshots better.

Hej Veronika,

Det lyder godt at I vil prøve at hjælpe mig.

Prøv at se om du bedre kan se disse skærmbilleder.

Thank you very much, lmlarsmoller, 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 lmlarsmoller,

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

We would like to invite Slotimo Casino to join the conversation.

Dear Slotimo Casino,

Could you kindly furnish additional details regarding how the player allegedly manipulated the bonus and consequently breached your rules? If the information can't shared publicly, please forward it to me at michal.k@casino.guru

Hi CasinoGuru,

I have send updated communication between Slotimo and me to michal.k@casino.guru since they send me a mail a couple of days ago.

But I still do not think I have broken any rules.

Best regards

Lars

Dear Michal,

Thank you for reaching out with this case.

We have reviewed the customer’s inquiry, and we would like to elaborate further on the matter. On 12.03.24 the customer deposited and received a casino bonus for the amount of 745.56 DKK. While playing in the bonus campaign he placed multiple bets for 40 DKK which is more than 5% of the given bonus. 

The abovementioned is listed as a bonus manipulation in our General Promotions Terms and Conditions.

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. 

8.8.3. In case of bonus manipulation Slotimo reserves the right to deduct all winnings accumulated. 

https://slotimo.com/pages/terms-and-conditions

The customer was informed about our actions and he can check all bets which are in violation of the bonus campaign in the bet history of his account.

Regards,

Slotimo Casino Team

Hi Slotimo,

Thank you for your clarification of which violation of Your rules I have apparently violated.

I have now gone through my entire casino history on the date 12.03.24 (Attached as attachment Slotimo casino 120324 on 542 pages). Here I received the casino bonus. Let me summarize for new players and I would like you to confirm this sequence of events, so that users are aware not to do bonus manipulation.

I deposit EUR 100 (DKK 745) into the account and receive a 100% casino bonus.

At 19.20 I start playing Magic Spins on the website.

I start with DKK 10 as a bet and play from 19.20-20.43 (pages 319-542)

Then I increase the bet to DKK 20 and play with that bet from 20.43-22.31 (pages 107-319)

I increase the bet again to DKK 30 and play with that bet from 22.31-23.03 (page 22-107)

I increase the bet again to DKK 40 and play with that bet from 23.03-23.07 (pages 14-22)

At 23.07 I have reached the turnover requirement and receive the following message

"Congratulations, you have successfully converted DKK 5,199.62 bonus money to real money. Well done".

Overall, I win DKK 19,892.50 this evening.

But the four minutes from 23.03-23.07 I have apparently violated the bonus manipulation rules of 5% since DKK 40/745= 5.36%. I have not been aware of that, but I can say that I think the punishment for these 4 minutes is severe. I wish I had kept the DKK 30 stake for 6 more minutes.

In the 4 minutes I win a total of DKK 1,240.

So tonight's winnings in legal spins = 19,892.50-1240 = 18,652.5 (93.8%)

Bonus manipulation = DKK 1,240 (6.2%).

I am asking for a payment of (2,000 EUR / approx. 14,500 DKK). All this happens on 12.03.24

The following days (13.03-18.03) I win in total on approved bets.

At Casino: DKK 61,102 (see appendix casino history)

At Sportsbet DKK 12,444.5 (see appendix sports history).

So on 18.03 I have the following on my account in DKK:

+19,892.50 (casino winnings 12.03)

+61,102 (casino winnings 13.03-18.03)

+12,444.5 (sports winnings)

= DKK 93,439

But when I got the message that I have violated bonus manipulation, they remove everything from my account, with the exception of the original 100 (which I deposited from the start).

This is the sequence of events that I would like slotimo to confirm so that others can see that this is how customers are treated due to 4 minutes of inattention. You can judge for yourself whether I have acted negligently in the process.

So the DKK 1,240 I have won in the bonus manipulation period costs my DKK 92,199, which I have won on approved sports betting and casino.

With best regards

Lars

I cannot upload the attachments, so they have been sent to michal.k@casino.guru , who can verify this.

Hej Slotimo,

Tak for jeres uddybning af hvilken overtrædelse af Jeres regler som jeg tilsyneladende har overtrådt.

Jeg har nu gået hele min casino historik i gennem på datoen 12.03.24 (Vedhæftet som bilag Slotimo casino 120324 på 542 sider). Her jeg modtog casino bonussen. Lad mig opsummere for nye spillere og jeg ønsker gerne at i bekræftet dette hændelsesforløb, således brugere bliver opmærksom på ikke at lave bonus manipulation.

Jeg indsætter 100 EUR (745 DKK) kontoen og modtager 100% casinobonus.

Kl. 19.20 starter jeg med at spille Magic Spins på hjemmesiden.

Jeg starter med 10 DKK som indsats og spiller fra kl. 19.20-20.43 (side 319-542)

Så øger jeg indsatsen til 20 DKK og spiller med den indsats fra 20.43-22.31 (side 107-319)

Jeg øger igen indsatsen til 30 DKK og spiller med den indsats fra 22.31-23.03 (side 22-107)

Jeg øger igen indsatsen til 40 DKK og spiller med den indsats fra 23.03-23.07 (side 14-22)

Kl. 23.07 har jeg nået omsætningskravet og får følgende besked

"Congratulations, you have successfully converted DKK 5,199.62 bonus money to real money. Well done".

Samlet set vinder jeg 19.892,50 DKK denne aften.

Men de fire minutter fra kl 23.03-23.07 har jeg tilsyneladende overtrådt bonusmanipulation regler om 5% da 40 DKK/745= 5,36%. Det har jeg ikke været opmærksom på, men jeg kan sige at jeg synes godt nok at straffen for disse 4 minutter er voldsom. Jeg ville da ønske at jeg har fastholdt de 30 kr som indsats i 6 minutter mere.

I de 4 minutter vinder jeg samlet 1.240 DKK.

Så aftenens gevinster i lovlige spins = 19.892,50-1240 = 18.652,5 (93,8%)

Bonusmanipulation = 1.240 DKK (6,2%).

Jeg beder om en udbetaling på (2.000 EUR / ca 14.500 DKK). Alt dette sker den 12.03.24

De efterfølgende dage (13.03-18.03) vinder jeg samlet på godkendte bet.

På Casino: 61.102 DKK (se bilag casino history)

På Sportsbet 12.444,5 DKK (se bilag sports history).

Så den 18.03 har jeg stående på min konto in DKK:

+19.892,50 (casino winnings 12.03)

+61.102 (casino winnings 13.03-18.03)

+12.444,5 (sports winnings)

= 93.439 DKK

Men jeg fået beskeden at jeg har overtrådt bonusmanipulation fjerner de alt fra min konto, med undtagelse at de oprindelige 100 (som jeg indsatte fra start).

Dette er hændelsesforløbet som jeg gerne ønsker at slotimo kan bekræfte således andre kan se at det er sådan man behandler kunder på grund a 4 minutters uopmærksomhed. I kan jo selv vurdere om jeg har handlet uagtsomt i forløbet.

Så de 1.240 DKK jeg har vundet i bonusmanipulations perioden koster altså mine 92.199 DKK, som jeg har vundet på godkendte sportsbetting og casino.

Med venlig hilsen

Lars

Bilagene kan jeg ikke uploade, så de er sendt til michal.k@casino.guru, som kan verificere dette.

Dear CasinoGuru team,

To support our words that all actions taken were according to our Terms and Conditions, we have provided you with all the relevant data. 

Best regards,

Slotimo Casino Team

Thank you all for your responses.

Thank you Slotimo Casino Team for providing me with the necessary evidence.

Dear lmlarsmoller,

As I have informed you via email already. After reviewing all the necessary evidence the breach of the maximum bet occurred while you were playing with an active bonus, leading to all other winnings from sports betting and other games being associated with the bonus funds. Given this, I have to agree with the casino team's actions. Typically, discrepancies in gameplay and any potential breaches are identified through manual review following a withdrawal request, which is a standard practice in most, if not all, casinos. The casino team's actions align with their established regulations.

Ideally, it would be preferable for all restrictions, such as maximum bets and permissible games, to be automatically enforced by the system. Indeed, many casinos have already implemented such measures. However, this has not yet become a universal standard across the industry. I acknowledge that from the user's perspective, this situation is less than ideal, but it remains the player's responsibility to carefully read and adhere to the terms and conditions of each bonus before claiming it.

Unfortunately, after gathering all the necessary information we are forced to reject this complaint. I can only recommend that you read the bonus T&Cs thoroughly before you activate any bonuses and make sure to follow all the rules to avoid disappointments like this. 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 and we will try our best to help.

Best regards,

Michal

Casino Guru