SlotBox Casino - Legitimate winnings lost due to a game glitch

Hi,

Sorry to hear you had difficulty with this bonus. Thank you for sharing the communication you received in relation to this in your post also. We have reviewed the communication you received relating to this issue and we can confirm that the explanation you were given is accurate.

"In reviewing the game logs relating to the bonus that was removed from
your account by the system, we found that during the session the bonus
would have been lost, however, as there was an issue where the bonus
was double crediting any winnings from each winning result this prevented
the bonus from reaching 0.00 when it should have been removed, so it
would have displayed an incorrect bonus balance on your side.
Unfortunately, as the bonus would have been lost it is not possible to
award the bonus balance to the value you saw at the time the wagering
was completed. However, we understand the confusion and inconvenience
this issue has caused. So, to help improve your experience, we have
reinstated the bonus for its original amount of 10 EUR with the same
wagering requirements and we have also added 25 free spins for Book of
Dead, to claim the spins just open the game and they will show for you"

To add further context, the issue was that when you had a winning spin the amount won was credited to the balance twice. so when you saw a win of 1.00 for example, you would see the correct win amount displayed but the balance would increase by 2.00 (1.00 x2). In your case, this stopped the bonus from reaching a balance of 0.00 when the bonus had in fact been lost already (ie the stakes exceeded the correct balance). By the end of the session using the bonus your net position was -45.16, you started with a bonus of 10 so you had bet 35.16 more than the original bonus value. However during the session, while using this bonus it was on spin 131 (of 800) when you first exceeded the actual bonus balance with -10.06 in net losses, at the time your bonus balance displayed the incorrect figure of 20.85.

While we appreciate that this error was not caused by you, this does not entitle you to a payout of extra funds added to the balance due to the error. Our terms 8 D) is applicable here and states:: "In an unlikely case where a wager is confirmed or a payment is performed or a bonus is credited by us in error, We reserve the right to cancel all the wagers accepted containing such an error, or to correct the mistake by re-settling all the wagers at the correct terms that should have been available at the time that the wager was placed in the absence of the error."

We acknowledge the delay you experienced while we investigated this, it took some time to review your case while we checked if any winnings were due from this so they could be calculated and awarded to you, unfortunately in this instance, there was nothing due from the session, you actually had a net loss for the session with the bonus. However, to resolve the matter we reinstated the bonus for you for its original value with the original wagering requirements and also added free spins as a gesture of goodwill to help improve your experience. We are satisfied that we have provided a clear explanation of the issue with a fair and considerate resolution.

Hi, thanks for your copy and paste email that I was given form slotbox.

I still feel this is not correct and that I won this Money fairly. While I do understand there was that ye have admitted it was an error on yer part and the provider. A €10 and 25 free spins does not make up for over the €280 that I won. And should have being turned into real cash. Your terms a conditions which ye have later out there is understandable but I have a right to question my winnings and what I won is fair I wagered the correct amount. And even your agent confirmed I would get my winnings that’s owed that I lost. So I would like a review of this and for this to be looked into again. Hence this error was not my fault. I feel I played the game and was lucky and my win I won is being denied.

Thanks for your response. While we appreciate your frustration, we are happy that no winnings are due from this and we have provided a clear explanation as to what happened, the resolution offered is fair. Your proposed resolution is not something we agree with so It seems we are at an impasse.

I feel we are at impasse because I’ve being refused my winning that I won. I feel this error is that happened does not justify that I won this money and have being refused the payout. Ye say it was doubled or something like this but I was playing for a solid hour on that game nearly and I feel what I won was legit. I ask for this to be looked into Again. As what I won should be paid out. I was also advised from the advisor I would get my winnings back of over €280!

Thank you for your continued patience. We also find the following terms are relevant to this case. Our position is unchanged.

8) a) The player is aware of the fact that gambling at the website may lead to losing money. The Company is not liable for any possible financial damage arising from the use of the website.

9) f) Player understands that the Company has the right to cancel their bets if: player or a third party can affect the outcome of a bet; layer or affiliated third parties violated the Terms and Conditions; the outcome of a bet was the result of illegal actions; the bet was made during any technical failure

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that SlotBox Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.