Slotilda Casino - Le vincite del giocatore sono state confiscate.

Hello,

I deposited €1000 on 06/14/22 and received a bonus of €1000.

I played up to €9,000 by 06/15/22 and implemented 50,000 out of 80,000. On 06/15/22 the casino thought I would put a monthly loss limit of €400 on me. I then sent all the evidence but nothing happened. When I asked the support, I was told that the administration had set the loss limit for me and I was able to play again on 07/15/22. By then, of course, the bonus has expired and the winnings are gone. The support promised to take care of it, but nothing happened.

Hallo,

habe am 14.06.22 1000€ eingezahlt und einen Bonus von 1000€ erhalten.

Hab mich bis 15.06.22 auf 9000€ hochgespielt und 50000 von 80000 umgesetzt.Am 15.06.22 dachte das Casino mir ein monatliches Verlustlimit von 400€ aufzubrummen. Hab dann sämtliche Nachweise geschickt aber es hat sich nichts getan. Auf meine Nachfrage an den Support, wurde mir mitgeteilt das die Verwaltung mir das Verlustlimit gesetzt hat und ich hab 15.07.22 wieder spielen kann. Bis dahin ist natürlich der Bonus abgelaufen und die Gewinne weg. Der Support versprach mir sich daraum zu kümmern, aber es ist nichts passiert.

Hello Zippex83,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slotilda Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when was the limit set by the casino? When did the bonus expire? Are your winnings already confiscated by the casino? How much was your balance when the casino set the limit?

Please forward any evidence or screenshots regarding the case to nikolas.b@casino.guru.

Looking forward to your answer.

Regards,

Nick

Hello,

Bonus expires on 14.07.22 a solution must be found by then, so I have already contacted them before it expires. Don't feel Slotilda is interested in a solution. The monthly limit was set by the casino at €400 with an account balance of €8893. The wager is about 2/3 complete.

Hallo,

Bonus läuft am 14.07.22 ab bis dahin muss eine Lösung gefunden werden,deshalb habe ich mich schon an sie gewendet bevor er abläuft. Habe nicht das Gefühl das Slotilda an einer Lösung interessiert ist. Das Monatslimit wurde vom Casino auf 400€ festgelegt, bei einem Kontostand von 8893€. Der wager ist ungefähr zu 2/3 abgeschlossen.

Can you please forward a proof where they set your loss limit to 400€? - communication with the casino or a screenshot of it. Please send it to nikolas.b@casino.guru.

I sent them all to your email, setting the limit would be communicated to me in communication with support.

I sent you this screenshot

Hab ich ihnen alles an Ihre E-Mail geschickt, die Festsetzung des Limits würde mir in der Kommunikation mit dem Support mitgeteilt.

Diesen Screenshot hab ich ihnen geschickt

Thank you Zippex83 for all the information. I will now forward your complaint to my colleague Peter who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Zippex83,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Slotilda Casino to the conversation to participate in the resolution of this complaint.

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’.

Hi Zippex83,

I tried to get in touch with the casino repeatedly but without success. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. In the meantime, I recommend you to contact the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint to them. It's a good licensing authority and has better options and tools to help players. Please let me know if you need help with filling out the form or how the MGA responded if you can manage to do this on your own (peter.m@casino.guru). I wish I could be of more help.

Best regards,

Peter