Slotimo Casino - プレーヤーが完了したトーナメントに関する詳細情報を問い合わせています。

Hello,

I took part in the Wild Luck tournament, which ended about 2 weeks ago. The first place had prize money of 750 euros in cash without wagering requirements, the second 500 euros, etc. The winning criterion was the sum of the multiples of the winnings. For example, use 10 cents, win 1 euro = 10 points. No minimum bet. These were added up while the campaign was running and saved in a leaderboard (was not visible). The live chat told me that after the campaign was completed, the leaderboard would be published and the winners would receive their money within 3 days. Since I've played thousands of rounds and also won a lot, it's likely that I got one of the first places. I can't imagine anyone else being much better.

The casino hasn't gotten in touch yet and the live chat tries hard and keeps asking the manager, but I've been put off for 14 days and told to wait for an email, which of course doesn't come. Emails to support have so far gone unanswered. That's why I'm asking for help here, namely for insight into the table of winners and crediting the prize money. Live chat excerpts and a screenshot of the promo (which ran from 8-15 September) can also be provided if necessary, but are available to the casino. Unfortunately the upload function didn't work here today.

Thank you in advance.

Hallo,

ich habe am Wild Luck Turnier teilgenommen, welches seit ca. 2 Wichen beendet ist. Der erste Platz hatte ein Preisgeld von 750 Euro Cash ohne Umsatzbedingung, der zweite 500 Euro usw.. Gewinnkriterium war die Summe des Vielfachen der Gewinne. Beispielsweise 10 ct Einsatz, Gewinn 1 Euro= 10 Punkte. Kein Mindesteinsatz. Diese wurden in der Laufzeit der Kampagne addiert und in einen Leaderboard (war nicht einsehbar) gespeichert. Der LiveChat sagte mir, nach Abschluss der Kampagne würde das Leaderboard veröffentlicht und die Gewinner erhalten innerhalb von 3 Tagen ihr Geld. Da ich Tausende Runden gespielt und auch viel gewonnen habe, ist es wahrscheinlich, dass ich einen der ersten Plätze belegt habe. Ich kann mir nicht vorstellen, dass jemand anderes viel besser war.

Das Casino hat sich bisher nicht gemeldet und der LiveChat ist zwar bemüht und fragt immer beim Manager nach, jedoch werde ich seit 14 Tagen vertröstet und soll auf eine Email warten, die natürlich nicht kommt. Emails an den Support blieben bisher unbeantwortet. Daher bitte ich hier um Hilfe, nämlich um Einsicht in die Gewinnertabelle sowie Gutschrift des Preisgeldes. Auszüge aus den LiveChats und ein Screenshot der Promo (lief vom 8-15. September) können wenn nötig ebenfalls zur Verfügung gestellt werden, liegen den Casino aber vor. Leider funktionierte die Upload Funktion hier heute nicht.

Vielen Dank vorab.

Dear manuelha,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if the tournament was organized by the casino directly, or by a game provider? Please forward any supporting evidence or relevant communication to petronela.k@casino.guru at your earliest convenience.

However, I believe we will be able to help you to resolve this issue and receive your winnings as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello Petronela, this is a tournament that was held exclusively at Slotimo (and possibly at Schweszercasinos). So no general network promo. So I'm assuming they either hosted it themselves or "booked" it with the game provider. As said, no promotion that was present at other casinos besides Bellone. To date I have not received an answer either. I am emailing you the only screenshot I have.

Thank you in advance.

Hallo Petronela, es handelt sich um ein Turnier, welches ausschließlich bei Slotimo (und ggfls. Schweszercasinos) veranstaltet wurde. Also keine allgemeine Netzwerk Promo. Daher gehe ich davon aus, dass sie es entweder selbst veranstaltet haben oder beim Spieleprovider „gebucht" haben. Wie gesagt, keine Aktion, die bei anderen außer Bellone Casinos vorhanden war. Auch bis heute habe ich keine Antwort erhalten. Ich schicke Ihnen per Email den einzigen Screenshot, den ich habe.

Vielen Dank vorab.

Thank you very much, manuelha, for providing all the necessary information. I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Hi manuelha,

I have looked at your case and understand the situation. Let me contact the casino and I will do my best to help. I would like to invite Slotimo Casino to the conversation to participate in the resolution of this complaint.

Dear Peter and manuelha, 

We reviewed the case and: 

First of all, we would like to point out that the tournament was in fact a network promotion, for the whole Fazi network, and not an exclusive tournament only for Slotimo Casino (as manuelha stated in the complaint). Therefore, a high number of players participated in the tournament. 

We checked manuelha’s score and we found out that it was 59 points, which ranked her outside the 45th list (the top 45 players, are the ones getting a prize). The player in 45th place had 73 points. 

Unfortunately, manuelha was close to entering the winners list, but there were others who performed better. 

We hope the information provided will clear up the issue. 

Best Regards, 

Slotimo Casino Team

That can't be true, there was a point for every bet you win. Example: Bet 10 cents, win 1 euro = 10 points. I played thousands of rounds and got thousands of wins, so got thousands of points. You should be able to understand this from history. So 59 points cannot be remote. Then simply publish the list of winners (anonymously if you like).

Das kann nicht stimmen, es gab einen Punkt für jeden Einsatz den man gewinnt. Beispiel: Wette 10 Cent, Gewinn 1 Euro = 10 Punkte. Ich habe tausende Runden gespielt und tausende Gewinne erzielt also tausende Punkte erhalten. Das müssten Sie anhand der Historie nachvollziehen können. 59 Punkte kann also nicht ansatzweise sein. Dann veröffentlichen Sie doch einfach die Gewinnerliste (meinetwegen anonymisiert).

I found the conditions again, here it is how the points come about

Hab die Bedingungen nochmal gefunden, hier steht es wie die Punkte zustande kommen

Hi all,

Thank you for your replies.

Dear Slotimo Casino Team,

Could you please show manuelha the winners list? All personal data can be blurred out.

Dear manuelha, 

I see where the confusion comes from. As stated in the T&C that you have shared the scoring logic is not cumulative but rather the highest multiplier. Meaning that even if you won 5 bets with multiplier of 1, your score will be 1 as this was your highest winning multiplier. 

As per the T&C that you posted in your comment:  

"Highest win multiplier (we will reward player based on their bet and win ratio on single win during promo dates..."   

In your case you have won thousands of bets, with small multipliers. You did get several big ones and the highest one you got was 59. 

This is your actual score in the tournament which ranked you outside of the winning leaderboard.

Dear Peter, 

As stated in our previous reply the tournament is a network promotion for the whole Fazi network, therefore we had to approach them for the winners list. Currently, we are waiting for confirmation if we can have it. 

Best Regards, 

Slotimo Casino Team

Hello, that is not necessary, the answer is enough for me. I actually got that wrong. Nevertheless, we could have saved ourselves all this if you got answers to emails from the casino or if the support via live chat didn't always fob you off with standard answers.

The case can be closed. Many thanks for the support.

Hallo, das ist nicht nötig, die Antwort reicht mir. Das habe ich tatsächlich falsch verstanden. Dennoch hätten wir uns das hier alles sparen können, wenn man Antworten auf Emails vom Casino bekommen würde bzw. wenn der Support per Livechat einen nicht immer mit Standard Antworten abspeisen würde.

Der Fall kann geschlossen werden. Vielen Dank für die Unterstützung.

Thank you Slotimo Casino Team for the explanation.

Dear manuelha,

I'm glad to hear that your issue got resolved. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future.

Best regards,

Peter