Slots Plus Casino - Winnings voided with a ridiculous reason

RESOLVED
posted on February 17, 2015.

I'd like to make a complaint about Slotsplus Casino.

I made 10 or 11 small deposits with bonuses trying it out and lost them all in terrible play. I was then invited in my messages and all over my casino screen to claim a 200% bonus "superbowl2015" so i deposited 25 dollars and had 75 to play with. I had a really good run for the first time there and ended up withdrawing 500 dollars. This is where the problems started. I heard absolutely nothing for a week, sent 2 emails asking why my funds were still in reverse in my account for no reply, went on live chat where i was put through to Finance chat to a Johana, only to be ignored for 30 minutes. So went back on chat to be told there finance department wasn't even there until Monday. I then received an email the next day(Sunday, so apparently there finance was there before Monday) stating that the bonus was for US and Canada patrons only and my winnings had been taken from my account.

The facts are the bonus invitation was sent through to my messages section of the casino. It was also advertised all over my casino screen for days. The code worked when entered prior to depositing. I don't believe there was, but i can't even check if there were any country exclusions on the bonus invite as they removed the invite from my messages section.

They refuse to even answer my emails now, so my only course of action is to make a complaint against them.

posted on February 20, 2015.

Hello ruffy19,

We have contacted AskGamblers directly with details of this issue and are working with them to resolve this.

Best regards,
Peter

posted on February 23, 2015.

Hello Peter,

Thanks for the reply. Although i don't know why you can't deal directly with me to resolve this matter? Your casino has simply ignored my emails, and now won't even deal with me here?

Extremely disappointed that your casino thinks it can just take my winnings from my account, and not even have to discuss the matter with me at all despite my disputing of the course of action taken.

I'd of been a good customer over time, but instead your casino decides to treat me like this when i did absolutely nothing wrong.

Regards

Daniel

posted on February 25, 2015.

Hello Daniel,

The reason I am speaking to the host is we are sharing some details to look at the entire situation with AskGamblers and then I will report back here,

Thanks,
Peter

posted on February 26, 2015.

Thanks for the response Peter.

I'm unsure what you mean by "look at the entire situation" as the entire situation is in my post above. It really is as simple as i was offered a bonus, claimed that bonus, won, then had the funds just taken out of my account even after having my time deliberately wasted by your Live Chat. I fail to see the complication causing the delay.

There's a reason why after playing online for 10 years i'm only now making my first casino complaint.

I hope for a speedy resolution to this matter.


Daniel

posted on February 28, 2015.

Hello Daniel,

We have discussed the entire situation with AskGamblers and now that we have done so, will explain it here publicly as well.

All play in the casino is governed by the Terms and Conditions that you agree to when you join the Casino. To ensure that the correct offers are used by applicable players, we also post notices in the software and in the email sent out to players. In this situation, you redeemed a coupon that was applicable to USA and Canadian players only. We have spoken with the software company and also with AskGamblers.

I spoke with Accounting and Payouts and they agree that we should refund you the deposit you made specific to when you claimed the coupon. You wrote that you deposited $25 for this promotion and they will confirm that the amount is correct and then refund you that deposit.

In your own words, you were invited... "all over my casino screen to claim a 200% bonus 'superbowl2015' so i deposited...."

I am attaching a screen shot of the promotion you are describing, and it also shows the country restrictions for this promotion.

Thanks for your patience in this matter, on Monday I will email Payout to process the refund of your deposit.

Best regards,
Peter

posted on March 1, 2015.

Re-attaching the file as it doesn't seem to have been added to the thread a few minutes ago.

Peter

posted on March 1, 2015.

Hello Peter,

No the attachment didn't work, nor did it work the second time you tried to send it. im very interested to see this, and find it suspect that the invite disappeared from my casino messages at the same time you took the funds out of my account.

You actually misquoted me, you left the beginning of my quote out which said "The facts are the bonus invitation was sent through to my messages section of the casino. It was also advertised all over my casino screen for days". I was just stating it was also over my casino screen, that wasn't the relevant part, the fact i was personally invited by message is actually the important factor.

So what you're saying is your casino personally invites players to bonuses through their messages that they aren't allowed to claim, and then just simply take the funds from their account if they win? This sounds like a great way to avoid paying out winnings to me.

Your message reads like i should be thankful to have my deposit returned lol. The deposit amount is already in my account, so i don't see this as a resolution at all.

Your casino has a duty of care as well Peter. You shouldn't be personally inviting players to bonuses they aren't allowed to claim, this is misleading. Furthermore, you obviously have a poor coupon redeeming system if you can't make coupon codes only work for players who actually qualify for the bonus. Discriminating against certain countries yet personally inviting them to claim the bonuses and allowing the coupon codes to be redeemed just isn't good enough in my opinion.

I see Askgamblers as an advocate for fairness, which is very important in this industry when casinos like yours seem to think they govern themselves. And considering not only does your casino blatantly discriminate against players from certain countries, but it also tricks these same players into thinking they can claim bonuses and allows them to claim these bonuses then just takes any winnings, i fail to see how you are an accredited casino.

I await receipt of the attachment you spoke of.


Daniel

posted on March 4, 2015.

Hello Daniel,

I see the attachment, above. I trust that you, too, can see it now.
I am working on a resolution for you.

Regards,
Peter

posted on March 6, 2015.

Hi Peter,

A resolution of this matter would be good.

I propose 2 resolutions for your consideration. Firstly, Slotsplus Casino refunds all deposits made by myself and i close my account. This figure is well below the $500 i won fair and square. Or secondly, the 500 dollars less the bonus amount($50) is returned to my account where i will still have to make the wagering up to the ridiculous 100x requirement for Australian players. We both know how unlikely it is that i'll make the wagering and have funds left in my account. But it's just principle to me now. I just don't see how i can do nothing wrong, simply claim a bonus i was personally invited to by the casino, then just have your casino take the money from my account, then deliberately waste my time on chat, and think they don't even have to answer my emails after taking my funds.


Daniel

posted on March 6, 2015.

Thank you for your assistance in this matter Peter. This matter has now been resolved.


Daniel