Slots Safari Casino - I fondi del giocatore vengono confiscati a causa di problemi con l'account.

A few weeks after opening my account with the slotssafari bookmaker, I received an email (see attachment 1) on July 25, 2025, informing me that the amount of CAD 5,397.94 had been withdrawn from my balance because I had not complied with term and condition 9.11, which states that "The company reserves the right to withhold any withdrawal request, which includes removing all bonuses or winnings in the case of irregular play in the following circumstances:

Placing total bets equal to or greater than 30% of the value of the smallest deposit currently in play. This includes purchasing in-game features, including but not limited to free spins with a total bet amount of 30% or greater than the value of the deposit."

I formally contest this decision, which is completely absurd, and in particular term & condition 9.11, which is totally unfair to the player as it prevents a player from betting more than 30% of the value of their deposit. This clause makes absolutely no sense.

After discussing the matter with the operator (see attachment 1), they remained completely unyielding, refused to listen to reason, and kept the funds that were stolen from me.

I therefore request a refund of my funds as soon as possible following this completely unfair decision and the use of this abusive clause.

Dear flodel06,

Thank you for submitting your complaint. I regret to learn of the negative experience you encountered with Slots Safari Casino.

To gain a comprehensive understanding of the situation, I would appreciate it if you could answer the following questions:

• Do I understand correctly that you have breached this rule? How many times, please?
• Are there any funds left in your player's balance, please?
• Have you passed the KYC verification process, please?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Katarina

Important Notice:

Casino.Guru will never ask for payments or access to your accounts to complete KYC. If someone claims to be from Casino.Guru and makes such a request, do not share any information.

We only contact players through this official complaint thread or via @casino.guru email addresses. Always check the sender’s domain and verify your resolver’s email by clicking on their avatar visible inside the official complaint thread.

If anything seems suspicious, contact us directly.

Stay safe.

Hello Katarina,

Thanks for your answer.

Please find below my answers :

- Do I understand correctly that you have breached this rule? How many times, please?

If I understand the rule correctly, it is forbidden to bet more than 30% of the smallest deposit amount (CAD 300). In this case, this rule is impossible to comply with and makes no sense, so yes, I have breached this rule. The number of times I have broken this rule is impossible to estimate because I have placed dozens of bets with a total stake that often exceeded 30%.

- Are there any funds left in your player's balance, please?

There is CAD 3.17 left in my account with a pending withdrawal of CAD 500.

- Have you passed the KYC verification process, please?

Yes.

Hello flodel06,

We would like to update you that due to Katarina, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Katarina has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Katarina will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear flodel06,

thank you for your message and patience.

Could you please provide a gaming history from this gameplay? My email is [email protected].

Looking forward to your reply,

Katarina

Hello,

I have sent you my gaming history by email.

Let me know if you need anything else.

Thanks,

Dear flodel06,

thank you for your message and email.

I have thoroughly examined the game history you so kindly provided and it seems the max bet rule was broken on many occasions.

Our position is closely explained in Fair Gambling Codex:

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. And since you have only placed bets on sports betting, this puts us in the unfortunate position. Unfortunately, we don’t have enough expertise or access to tools that would allow us to properly evaluate disputes related to sports betting.

This means we wouldn’t be able to correctly interpret the results of the casino’s internal investigation or fairly assess the situation from both sides. Please know that we do not consider your complaint to be unjustified — we simply aren’t in a position to judge it appropriately.

We would genuinely like to assist you further, but given the circumstances, it is not possible at this time. With that, we are now forced to close this complaint.

We’re sorry we couldn’t help you resolve this issue, but please don’t hesitate to reach out to us in the future if you encounter any problems with this or any other casino. We’ll be more than happy to do our best to assist you.

Best regards,

Katarina