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Slots Plus Casino - Unfairly Declined $9,500 From My Winnings Citing Non-Existing Bonus Term

UNRESOLVED
Mwolach United States
Posted on April 2, 2018.

I have been playing at slotsplus for years and never had a problem until. Historically, I always used 300% coupon with a 5,000 max. Now they are saying the 250% bonus coupon has a 10x max cash out and they have declined, 9500 of my 13,000 payouts.
1. As evidenced in my screenshots, the bonus clearly states 10,000 max and does not say anything about 10x.
2. I have read the terms and conditions and the mobile site and they also don't mention this new 10x rule. The chat operator send me article 6 from the terms, but that does not appear on their mobile site terms. As you can see in the picture, paragraph 6 says something unrelated.
3. I went back to click on the link in the email after you claim a bonus and the link says to check the terms but it just takes you to the mobile site home page. Even if you switch to "desktop view", a grayish box pops up and no terms(see picture).
4. If you click on terms and conditions in the mobile app, it just discusses software and whatnot, nothing related to bonus or new rules.
5. We must take into account my history and patronage here. I have been playing the same coupons forever on this site. How would I know they made this change, especially since the 10x rule appears nowhere accessible? Even if I wanted to see if the terms had changed since last week I couldn't.
6. Even if they changed their terms in this secretive manner, one would think they would notify customers who have been playing for years and you would also think they would offer to compromise with me as I have deposited over $85,000.
I willing to compromise here. I am requesting I get paid at least 10,000 of the 13,000 total that I had in pending withdrawals.

Mwolach United States
Posted on April 2, 2018.

I meant to also attach this screenshot, which I mention in my complaint. This clearly has a different point 6 than has been referenced by online chat.

AskGamblers
Posted on April 10, 2018.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers
Posted on April 23, 2018.

This complaint has been reopened as per submitter's request and AskGamblers Complaints Team would like to give it one last try and help both parties involved into the dispute reaching to a satisfactory resolution.

Mwolach United States
Posted on April 23, 2018.

Sadly, the casino reduced my winnings again from the $3,500 to $1,750! Maybe it's revenge for my publishing this complaint. As you can see in the screenshot below, they clearly said they had reviewed it and adjusted my withdraws...it appears they were lying there as well.

I have also attached screenshots of places where their own live chat representatives agreed that denying my winnings was the wrong decision.

And if you examine the screenshot from my original complaint where it says "$10,000 mac cashout" it also lists "playthrough" and "needed" as "awaiting deposit ". If there was a 10x rule wouldn't "maximum cashout" also be "awaiting deposit " as it supposedly depends on the deposit amount?

In a last bit of an update, Connie from customer service refused, as has anyone else, to explain how each of my arguments or points doesn't logically lead someone to understand the and agree with the unfairness here.

I'm not even sure anyone has reviewed my specific complaint or if anyone has even tried to access these "new terms" on their cell phone...it's like I called bestbuy and the operator knows I've been overcharged but he/she just tells me there is nothing they can do...rather absurd.

I am also including screenshots of the cashier where the $9500 was originally approved and of the ridiculous wait to even talk to someone in finance.

I hope that askgamblers can step in and communicate with them.

Mwolach United States
Posted on April 23, 2018.

Sorry I forgot to attach the original email.they sent me when they first reduced my payout requests from 13,000 to 3,500...before last week when they further reduced it to 1750....this email makes them sound pretty sure they adjusted things correctly. I guess they just decide how much of ones winnings they feel like paying.

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