Sons Of Slots Casino - プレーヤーの賞金が減額されました。

deposited my first 50 euros. without me doing anything I had accepted a bonus that gave me extra money but I had to play 2.5k to be able to withdraw so I kept gambling got lucky and played the 2.5k then I had 2.5k profit left for me to cash out then my balance went to 500 because it is the rules no other casino does this? they straight up stole 2k from me? this is the last time i ever play here! is there anyway I can get my 2.5k? now I have to wait 3 days for the documents to be verifyd

Dear Cheddar,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Could you please advise which bonus you played with? If possible, please post here a link to the offer you redeemed.

Have you received any explanation from the casino regarding this situation? If there is any relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here.

Thank you very much in advance for your reply.

Best regards,

Kristina

here is the link u asked for https://www.sonsofslots.com/en/promotions/welcome-casino-bonus i had contact with them and they just told me its in the rules. and when i made a account i accepted those rules. i don't have a chat log from that they just copied pasted something and i closed it. looking through the terms and conditions of this bonus and it doesn't say anything i lost the €500 because i was so pissed that they deleted my 2k and they just keep stalling everything it should be illegal

Thank you for your reply, Cheddar. I checked the T&Cs and I found this:

"58.3.3 All Freespins, Freebets, Bonus Chips, are valid for a period of 7 days from the time when they are credited to the players’ account. After the period of 7 days the aforementioned promotional materials expire and are not claimable or refundable. Max winnings from Cashback / Loyalty Bonus are limited to five (5x) times the initial amount of Cashback Bonus given. Any winnings above that will be forfeited. Max winnings from season/special promotions (including, but not limited to, Christmas Bonuses, Easter Bonuses, Halloween Bonuses) for 200% and above Bonus threshold, are limited to four (4x) times the initial deposit amount. Max winnings for bonuses between 150% - 199% Bonus threshold, are limited to eight (8x) times the initial deposit amount. Max winnings for bonuses between 120% - 149% threshold, are limited to ten (10x) times the initial deposit amount. Max winnings for bonuses between 100% - 119% threshold, are limited to fifteen (15x) times the initial deposit amount. Max winnings for bonuses between 25% - 99% threshold, are limited to twenty (20x) times the initial deposit amount. Any winnings above that limits will be forfeited."

Unfortunately, there indeed is a maximum cashout limit from all bonuses the casino offers. Do I understand correctly that you activated this bonus with a €50 deposit?

Yes started with €50

Thank you very much Cheddar for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Is there hope then i could get something? I dont understand..

Hello, Cheddar,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Sons Of Slots Casino's representative to join this conversation and participate in the resolution of this complaint.

As for your question - the results depend on the casino and what it will provide us with.

Dear Sons Of Slots Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? It is clear that the claimed bonus has a maximum cashout limit. However, the player claims that he was able to collect only €500 from the obtained winnings and according to the casino's Terms and Conditions, the maximum cashout for this type of bonus should be 15x the initial deposit amount. It means that he would be entitled to €750 (calculating it from the initial deposit). Can you please clarify this? Are there any special Bonus Terms and Conditions valid for the bonus used by the player? If yes, where could I find them, please? Is the casino able to reconsider its decision and provide the player with the incorrectly confiscated €250 - the amount over €500 that was paid?

Thank you in advance for providing the information.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello,

Kindly note that the bonus is 120%, thus Kristina is checking the wrong threshold stated in the term.

58.3.3 All Freespins, Freebets, Bonus Chips, are valid for a period of 7 days from the time when they are credited to the players’ account. After the period of 7 days the aforementioned promotional materials expire and are not claimable or refundable. Max winnings from Cashback / Loyalty Bonus are limited to five (5x) times the initial amount of Cashback Bonus given. Any winnings above that will be forfeited. Max winnings from season/special promotions (including, but not limited to, Christmas Bonuses, Easter Bonuses, Halloween Bonuses) for 200% and above Bonus threshold, are limited to four (4x) times the initial deposit amount. Max winnings for bonuses between 150% - 199% Bonus threshold, are limited to eight (8x) times the initial deposit amount. Max winnings for bonuses between 120% - 149% threshold, are limited to ten (10x) times the initial deposit amount. Max winnings for bonuses between 100% - 119% threshold, are limited to fifteen (15x) times the initial deposit amount. Max winnings for bonuses between 25% - 99% threshold, are limited to twenty (20x) times the initial deposit amount. Any winnings above that limits will be forfeited.

Since the deposited amount was 50€ our system correctly left 500€ in the account.

Kind regards,

Sons of Slots Support Team

Alright, I understand and thank you for the explanation.

Dear Cheddar,

The mentioned threshold above was highlighted by Kristina based on the link you provided us with ("WELCOME CASINO BONUS - 100% UP TO €200 & 50 FREE SPINS").

Can you please confirm that the last bonus used, and from which the disputed winnings were obtained, was a deposit bonus with mentioned 120% multiplier?

I dont know it dident say anything just deposit bonus those rules were somewere on the site its sad normal casinos pay everything out imagine being this sad of a casino/cash grab they dont want to pay anything

Dear Sons of Slots Support Team,

Could you please provide me with a screenshot/data from the system where it is clearly visible that the player used a bonus with a 120% multiplier and the disputed winnings were obtained from this bonus? I would highly appreciate it if the player's casino account ID/email is in the screenshot too.

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Dear Branislav,

We would like to inform you that we have sent you the requested evidence via email.

Kind regards,

Sons of Slots Support Team

Dear Cheddar,

I was provided with sufficient evidence supporting the casino's claim. After gathering all the necessary information we are closing this complaint as unjustified due to the fact that you used and wagered a bonus with a 120% multiplier. Therefore, the maximum cashout amount was set to €500, considering your initial deposit. Unfortunately, you already received all winnings that you were entitled to. The casino acted correctly and within its Terms and Conditions.

Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.

If you are not satisfied with the complaint solution, I recommend you consult the gambling authority that regulates the casino. In case of any questions, feel free to write to me at branislav.b@casino.guru.

Thank you very much, Sons of Slots Casino Team, for providing information and for your cooperation.

Best regards,

Branislav, Casino.Guru