Slotlounge Casino - プレイヤーの賞金は没収されました。

last year in August I deposited a few amounts of money into slotlounge and after a lose a few of the deposits I deposited 50 aud in and got a 100% bonus. with the bonus money I was playing blackjack and buying bonuses and on sugar rush bonanza 1000 or something like that I hit a big win of over 1100 dollars or something like that on a 20 dollar buy a bonus. I realised that I had to meet the bonus wager amount of 40x, so I did that and only after I tried to withdraw all my money, which was 1030 winnings + 50 aud original, it cancelled my withdrawal and sucked all of my winnings up and pointed out that I breached a rule of the bonus that I couldn't bet higher then 7.50 aud. My balance reset to the original 50. because I wasn't familiar with how the bonus conditions works I was betting over the amount I didn't know that this wasn't allowed. the app never warned me about this rule apart from I guess the "Bonus Terms & Conditions on our website" as they said in the email when I tried to withdraw. If I never withdrawed all of that money would of been there still because it only look it at the withdraw stage. I know that this is technically a breach of their t's and c's but it isn't right that they take it all away just as I thought I was getting it out. It should of warned me before allowed my mistake and it allowed me to make that mistake many times before taking it away. Please if there is anything that you can do I would really like the help. they have not contacted me in at all since I emailed them about this. Another note is that I spent the 50 that was left in there so its only disputing the 1030 that was deducted. Thanks for looking this over.

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Dear kaiser999,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I checked the bonus T&Cs and found this:

"2.2. The maximum bet while wagering is 5 EUR (or equivalent in another available currency) unless otherwise specified. The maximum bet limit includes bets doubling after a game round has been completed and bonus rounds (purchased within the game). Breaching the maximum bet rule leads to all winnings from the bonus being confiscated and the deposit being refunded.."

Our position is closely explained in the Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected].

If there is any other relevant communication between you and the casino, please send it as well.

Thank you in advance for your reply.

Best regards

Petra