Slotlounge Casino - Die Gewinne des Spielers wurden beschlagnahmt.

Hello

We have already discussed the problem in the forum, now I would like to file a complaint.

I always choose my casinos based on the reviews on Casino Guru. That was the case with SlotLounge, too; unfortunately, I was unlucky this time.

I signed up at the casino on July 5th. I deposited €500 and received a €1,000 bonus.

On July 12, I had cleared the bonus and had an account balance of €4,035. I completed the verification and requested a withdrawal.

I was very surprised when I was told that I had violated the "maximum bet on bonus games" rule.

My account was reset to €500.

I always pay close attention to not violating the bonus rules.

I'm supposed to bet more than €5 per game on slots. I actually thought that wasn't possible because I'd get an error message. That's what I'm used to from reputable casinos.

I asked the casino to send me my gaming history. They did, thank you.

I've worked through the game story twice and haven't found any mistakes.

This is very complicated because the Excel spreadsheet is 10,500 rows long. It is also very confusing.

It would be easier if the casino told me directly where the error was (date or game).

I'm not that young anymore and I'm not perfect when it comes to things like that.

Can you tell me how you see this?

Many thanks in advance

Hallo

Wir haben das Problem ja schon im Forum diskutiert,jetzt möchte ich eine Beschwerde einreichen.

Ich suche mir meine Casinos immer Anhand der Bewrtungen in Casino Guru aus.So war es auch bei SlotLounge,leider hatte ich dieses mal Pech.

Ich habe mich am 5.7. im Casino angemeldet.Habe 500€ eingezahlt und einen Bonus von 1000€ erhalten.

Am 12.7. hatte ich den Bonus freigespielt und einen Kontostand von 4035€.Ich habe die Verifikation abgeschlossen und eine Auszahlung beantragt.

Meine Überraschung war groß als mir mitgeteilt wurde,ich hätte gegn den "maximalen Einsatz bei Bonusspielen" verstossen.

Mein Konto wurde auf 500€ zurück gesetzt.

Ich achte immer sehr penibel darauf das ich nicht gegen die Bonusregeln verstosse.

Ich soll in Slots mehr als 5€ pro Spiel gesetzt werden.Ich dachte eigentlich das so etwas gar nicht möglich ist,weil dann eine Fehlermeldung kommt.So bin ich es von seriösen Casinos gewöhnt.

Ich habe das Casino gebeten mir meine Spielgeschichte zu senden.Das haben sie auch getan ,danke dafür.

Ich habe die Spielgeschichte zweimal durchgearbeitet und keinen Fehler erkannt.

Das ist sehr kompliziert da die Exceltabelle 10500 Zeilen lang ist.Ausserdem ist sie sehr unübersichtlich angelegt.

Es wäre einfacher das Casino würde mir direkt sagen wo der Fehler ist(Datum oderSpiel).

Ich bin auch nicht mehr der jüngste und in solchen Sachen nicht perfekt.

Können Sie mir sagen wie sie das sehen?

Besten Dank im Vorraus

Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Slotlounge Casino.

Please allow me to ask you a few questions so I can better understand the situation.

• Could you please share the game history file with me?
• Could you please clarify when you activated the bonus and when you completed wagering of the bonus?
• Could you please share the communication listing the allegations against you?
• Send the evidence to my email at tomas@casino.guru

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

Best regards,

Tomas

Important Notice: Casino.Guru will never ask you to make payments or grant access to your accounts in order to complete KYC on your behalf. If anyone claims to be from Casino.Guru and requests such information, do not share anything with them.

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Thank you for your patience, and stay safe.

Hello Thomas

Thank you for your quick response.

I received the bonus on July 5th and had cleared it on July 9th.

I have sent you the requested documents by email. Let me know if you need any more information.

Thank you in advance for your help.

Best regards

Hallo Thomas

Danke fürIhre schnelle Antwort.

Den Bonus habe ich am 5.7. erhalten und hatte ihn am 9.7. frei gespielt.

Ich habe Ihnen die gewünschten Unterlagen per Email geschickt, sagen sie Bescheid wenn sie noch mehr Infos benötigen.

Ich bedanke mich schon im Vorraus für Ihre Hilfe.

Best Regards

Thanks for your patience

I went over the evidence, and after internal discussion, we reached a conclusion that we unfortunately cannot help you in asking the casino to recover your winnings.

According to your game history, you placed bets above maximum on 3 occasions while the bonus was active. Each time you won more than you bet, which means you gained an unfair advantage in this situation.

Due to the aforementioned reasons, this complaint will now be rejected. Thank you for your understanding. I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into issues with any online casino in the future.