Beschwerde #38 SlotsPalace Casino

Casino cut my winnings in half and completely ignored my complaint

Von driver1234

vor 2 Monaten

I got a 100% bonus up to €200, deposited €200, and received a €200 bonus. The terms clearly say the max cashout is 10x the bonus amount, which is €2,000. Simple.

I did everything right, completed the wagering, and ended up with a bit over €2,000. Then out of nowhere, the casino just cut my balance down to €1,000.

No proper explanation. No justification. Just took €1,000 like that.

I contacted support and got nowhere. They told me someone would follow up, and that never happened. So I sent a proper formal complaint email explaining everything clearly. They didn’t respond. At all.

So now I’m sitting here with half my winnings gone and being completely ignored. This is not a misunderstanding; this is them not following their own terms. The max should be €2,000, not €1,000. It’s very straightforward.

I’m not asking for anything extra, just what I fairly won and what their own rules say I should get. The missing €1,000 should be returned to my account.

At this point, I feel like they’re just hoping I give up. I’d really appreciate AskGamblers stepping in because the casino clearly has no intention of dealing with this properly.

Unseriöses Casino SlotsPalace Casino

Grund Verlorenes Geld

Betrag €1000

Diskussion

AskGamblers

• Support Team

vor 3 Wochen

Dear all,

Following an email confirmation from the complaint's submitter, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

AskGamblers

• Support Team

vor 1 Monat

Dear @driver1234,

Please let us know if there are any updates regarding your ongoing complaint. In case you fail to respond within the given timeframe, please be notified that we will consider your case resolved and it will be closed accordingly.

Kindly note that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints 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.

SlotsPalace Casino

• Representative

vor 2 Monaten

Dear driver1234,

Thank you for your reply.

After checking your account please be informed that until now you wagered 300 from 1000.

As soon as you complete the wager you will be able to place a withdrawal request.
Kind regards,
Slotspalace Casino

driver1234

vor 2 Monaten

Hi,

I can see the money is in my account, but I cannot make a withdrawal. It says I need to wager my deposit one time, even though I already wagered everything.

Even after that, I wagered my deposit again, but I still cannot make a withdrawal.

Please fix this.

Thank you

SlotsPalace Casino Beschwerde-Statistik

Gelöst 20 / 20

Durchschn. Betrag $580

Durchschn. Dauer 6 Tage

Durchschn. Antwortzeit 2 Tage

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