On 3rd June I made a deposit 300 EUR to Slotobank and got the deposit bonus. This day I won big - more than 5000 EUR, playing Wild Turkey by NetEnt. After playing a while this night I went to bed, still having 5000+ EUR on the account and thought to continue wagering the day after. To my surprise the next day all my funds were missing on my casino account.
In the live chat they could not help me so instead I got a mail from casino manager day after, claiming that it has been the "casino game provider's" fail - and therefore all funds have been removed. They put then back my initial deposit 300 EUR and a "compensation" 50 EUR.
After several discussions they could not provide me with any support, stating this is the best they can do. Also the manager stated that this could happen to anyone at any time, they have no control over such cases. In any respectful casino the casino would put back the funds which I had left on my account before such "event".
I have turned to OddsMatrix and LGA who told me to come back to me after 21 days after contacting Slotobank. Today I still have not heard back from them.
Could anyone in this forum help me? Is this a "normal" behaviour of a casino? Doesnt it seem more like a fraud? How can I be safe that this same "error" by the "game service provider" does not happen next time and next time etc etc? It seems very strange that I as a player will be suffered when NetEnt game doesnt work and not the casino?