SlotV Casino - Casino took money after wagering

I checked the bonus rules now on 4.8.2022 again. They are exactly the same (screenshot). So they have not actually made new rules and they are not printed in their web page this morning as the chat agent told me yesterday.

Here is also a quote from their bonus rules section 1.5:

"1.5. If there is a bonus, the player's balance in the game is a single sum. Wagering of a bonus is for real money first, while the win is credited to the bonus account, and so it happens until the bonus is wagered. After bonus wagering, the sum goes to the real account. "

As you see from the last sentence, they promise that after wagering the whole balance should go to the real account. There is not any restrictions such 500e.

Dear WINMAX,

Thank you for contacting us. Yes, the bonus policy was changed yesterday (08/03/22). And it takes some time to add/change T&C

However, when you registered yesterday 08/03/2022 13:19 UTC, you received information about the bonus, which is available to you before activation and which you should have familiarized yourself with (please see the attached screenshot below)

The screenshot shows exactly the bonus that you used later. This information is placed directly in the promo section, where the user gets acquainted with the available bonuses and selects a bonus. Also at this time, changes were made to the Offers Terms and Conditions

So based on the above you were notified about the bonus that you might to use with all the necessary information (with popup banner), after that you used it

I am 100% sure that it did not say so at the time I took the bonus. I think SlotV has changed the rules during my session or after it. As I wrote in the first comment, they also changed during my gameplay the wagering per cents (%) of certain games that are not listed in rules neither. I am sure that they just watched and monitored my gameplay and as changing the games wagering % did not work out (as I constantly changed to new games) they came up with a new weird rule so that I could not take my big win.

Please Askgamblers, I am asking you to step in and stop this madness and scam from the SlotV Casino. It cannot be that they can change rules afterwards and then decline players' winnings. It must be illegal.

Dear WINMAX,

You have been notified about the new bonus because you have already chosen from the new offers when you activated the bonus. The pop-up banner sent by us in the previous message is a standard banner that is displayed for each player. It is impossible that you do not see it, since you chose a gift with the help of this banner

A new bonus has been activated in your account. This means only one thing: before activating the bonus, when you chose a gift, you saw all the conditions on the banner that we provided above

Of course I saw the pop-up banner. It just did not have the last row, "Max win: €500", at the time. You have put it there afterwards.

Also, what is your take on changing the wagering %:s of the games that are not listed in rules? I gave two straight examples of those games and a screenshot about the rules in the firs post.

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 there was a discrepancy between the promotional Terms & Conditions and the popup banner. Therefore, due to the fact that the maximum cashout term was missing in the promotional Terms & Conditions, as ultimate source of information, we strongly encourage SlotV Casino management to pay the player in full.

In case of disagreement with our recommendation, AskGamblers Complaint Team will have no other choice but to close complaint as Unresolved, and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

Dear WINMAX and AskGamblers Team,
the complaint is being processed. We check all the details and will update them. Thanks for understanding

Thanks a lot, AskGamblers. I totally agree with you.

I will be waiting for their answer before making new steps you suggested.

Dear WINMAX and AskGamblers Team,

first, we like to thank you for your patience

After we reviewed the query again with the relevant department we have come to the following conclusion: the player is not eligible for the requested winnings due to the reasons stated below

- in our T&C for the welcome bonus we clearly state ''Welcome bonuses may vary depending on a player's country'', as you can find in his screenshots, and is applied in this players case
- the player received a clear popup notification for the welcome bonus available to him with the T&Cs clearly shown on the screenshot we have provided where the player actively chose the bonus and activated it (accepted)
- when in doubt, our customer support is always available for this very reason, when the player contacted our customer support, he was informed accordingly

With this being said, please understand that the player received all information needed to understand what the bonus requirements are, however, might have not actually paid attention or read through it accordingly judging from his statement ''I thought that giving a "100% bonus up to 500 EUR" means the maximum bonus amount, not the maximum winning amount.'' as the T&Cs for his welcome bonus was never 100% up to 500 EUR but 100% up to 200 EUR and clearly stated ''Max win. €500.00'' in the screenshot provided from our popup message when viewing the bonus on the account

Please note that we have not changed the popup message notification at all from when this new bonus came available, this an accusation as per player quote ''Of course I saw the pop-up banner. It just did not have the last row, "Max win: €500", at the time. You have put it there afterwards.''

As for the wagering, the games that wager the bonus have not been changed since April, however if there have been any issues with wagering the bonus in the games, we could compensate such accordingly, however in your case where you reached the maximum value of the welcome bonus available to you, €500.00, no compensation is available in this case

Again, if there are any doubts, players are always welcome to contact our customer support who will be able to provide information accordingly

Please, AskGamblers, put this unresolved.

This is insane. I have printed all the rules that were visible on the day I took the bonus. There was not such mentioning.

I hope ADR will put this casino in line.

Everybody reading this, my advice is to avoid this casino.

Dear all,

AskGamblers Complaint Team regret to inform you that despite the fact there was a discrepancy between the promotional Terms & Conditions and the popup banner, namely the maximum cashout term was missing in the promotional Terms & Conditions, the casino is not willing to change their decision to pay the player in full. Therefore, the AskGamblers Complaint Team has no other choice but to close the complaint as Unresolved. As a direct consequence of such closure, the operator's ranking score on AskGamblers will be decreased accordingly.

We would like to use this occasion to advise the player to seek further assistance from the relevant regulatory body and/or appointed ADR entity for further assistance on the matter.

Dear all,

This complaint has been reopened as per SlotV Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

A quote from their last reply:

"As for the wagering, the games that wager the bonus have not been changed since April"

This is pretty interesting sentence. Here are 2 different documents: First one, "bonus­rul­es_­slo­tv.p­df", is their rules at the time I played. You can see the date it was printed, 3.8.2022. You can definitely see that the games I listed above, Fat Rabbit and Mystery Museum, are not listed among the games with 50% wager requirement.

Other document, "dayafter" shows a screenshot from the same list. I took this screenshot a day after I had finished the playing. Now those games are listed there!

So, as I said, they changed those wager requirements during my gameplay and did not list immediately them to the rules! Now they are saying that they have not changed this list since April, which clearly is incorrect and this proves my statements.

As I said earlier, this is pure insanity from the casino. I cant understand what area they doing.

Dear WINMAX and Askgamblers Team,

Thank you for the opportunity to resolve the complaint. After a long discussion with colleagues, the transfer of funds to the player back to the account was initiated. Yesterday, the funds were credited to the player's account. He can use, play and withdraw the funds

Dear @WinMax,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

First withdraw request done.

I will keep track here about the paying schedule.

My withdraw was declined.

Apparently they are not willing to pay even that they promised.

Dear WINMAX,

There was temporary technical problems. Please make a request again. If the error occurs again, write here and add a screenshot of the error

I made a new request. Can u check its status?

I have sad news. The second withdraw, as well as the first one, was rejected. I received an e-mail saying that the withdraw was once again rejected. (They have rule that only 1000EUR can be withdrawn in 24 hours so that there are no any fees). So I have tried to withdraw 2 times 1000 EUR, and both of them were rejected.

Please, AskGamblers, put this unresolved. This casino does'nt seem willing to pay anything.

SlotV, if you stil

SlotV, if you still are going to pay, can u please refund all the balance without any fees manually? Since my withdraws clearly are not working.

Dear WINMAX,

your last withdrawal was approved and the application has been paid. We returned all funds to you. You are free to withdraw and/or play. If you have any technical problems - you can always contact our support service: [email protected]. Our team will help you promptly

Dear @WinMax,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

First 1000EUR accepted.

Now they asked to send again documents I had already sent. Well, I sent them again.

Lets see, if they pay the rest as well

Dear WINMAX,

That was the standard procedure. Thank you very much for providing all the necessary documents. Your account has been successfully verified. We also remind you that the entire amount has been returned to your account in full. Please confirm this information for the AskGamblers Team