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Slots Heaven Casino - Unjustified confiscation of legitimate winnings

Complaint Info
Disputed casino Slots Heaven Casino
Reason Declined payment
Amount € 12145
Posted on September 21, 2015

Slots Heaven Casino (/ has refused to payout my account balance 12,144.68 €.

They only gave this short explanation:

"Dear Kaj,

First of all, let us apologise for any negative experience you have had thus far. We totally understand your frustration on the fact that your winnings were cut. However we would like to confirm that a total of 12,144.68 € were voided following the account's review our security department carried out as these were accrued from promotional bonuses."

It is true that I have got several bonuses in the casino, but I have also always fulfilled all the play through requirements without breaching any terms. The casino doesn't even claim that I would have violated any terms. Thus, just giving a reason that because my winnings "were accrued from promotional bonuses" isn't even a close a good reason to confiscate my account balance in my opinion.

Casino's reference for this particular matter is 150218-002631.

Posted on September 10, 2015

Dear @karamba,

Any update regarding your complaint? Thank you.

Posted on September 11, 2015

Still waiting for their reply. I just emailed them saying this among other things:

"I could have lost money too and in that case I wouldn't have had any right to appeal to anything to void my losses. Equally, when playing fully by the given rules of your site, when I haven't breached anything and I have made winnings - no matter with taking bonuses or without - you can't just void my winnings."

Usually casinos have this kind of view to non-withdrawable bonuses: "All bonus money will be removed at the point of cash out, bonus money is money that can be used to help generate winnings but cannot be withdrawn as part of the winnings."

But now Slots Heaven casino has taken totally new view: if a player plays with bonuses, the casino has a right to cut the possible winnings just by their one-sided judgement however they feel like - arbitrarily. To accept a cut of winnings given that no terms and conditions were breached, the terms should have stated a maximum payout or something like that.

It is also absurd to give a reason for the cut: "accrued from promotional bonuses" when the purpose of promotional bonuses is _always_ to give better chances to bigger winnings for the players, practically the same thing as lengthening the playing experience before losing all balance.

If casino doesn't like the player getting too much benefit from bonuses the way to act it stop giving bonuses / changing play-through terms, in the most severe case even ban the player, but definitely not confiscate winnings which are legitimate. That goes to the area where the casino is literally stealing the player's money. Unless Slotsh­eav­en.c­om­/Ca­sin­ doesn't cancel their view and action, they should be clearly categorised as rogue casinos.

Posted on September 14, 2015

This customer’s winnings were removed after a security check on the account confirmed bonus abuse through collusion. This took place back in February of this year.
The decision was fully justified under the terms of our license and the terms and conditions of our website.
Best wishes,

Posted on September 14, 2015

Yes, Slots Heaven casino has refused to pay out my account balance since February already, that is true. It is a long time! And collusion claim has totally no grounds. How could one possibly even collude in games where one sole player plays against computer? Absurd, and the most of all untrue. That is why this case seriously needs to be taken further and be published.

Posted on September 21, 2015

We didn't get evidence from a casino management that this player breached casino's Terms and Conditions. We consider this complaint unresolved. We recommend to the player to seek further help in front of licence authority that issued casino's licence.

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