Slotozen Casino - Die Abhebung des Spielers wurde unerwartet reduziert.

Good day

Yesterday, I played a 100% bonus at the casino. I read everything beforehand, and there was no mention of a maximum cash out in the terms and conditions or in the bonus window. I then deposited €75, successfully wagered the bonus, and had a final balance of €8300. After verifying my account, I wanted to withdraw €5000 via bank transfer. After several hours, my withdrawal was canceled and simply reduced to €750, even though this wasn't stated or mentioned anywhere.

I'm sending you pictures of the prize I won and the bonus points that were awarded, and I'm asking for your help as I don't know what to do.

Best regards

[Redacted]

Guten Tag

ich habe gestern in dem Casino einen 100% Bonus gespielt vorher mir alles durchgelesen und es Stande nichts von einen max Cash out in den agb und auch nicht im Bonus Fenster darauf hin habe ich 75 Euro eingezahlt und den Bonus erfolgreich umgesetzt und eine endgültige Balance von 8300 Euro gehabt nach dem ich mich verifiziert habe wollte ich 5000 Euro mit banktransfer auszahlen nach mehreren Stunden wurde meine Auszahlung storniert und einfach auf 750 Euro runtergesetzt obwohl es nicht angeben wurde oder zu lesen war

ich sende ihnen hier noch die Bilder von dem Gewinn den ich hatte und die Bonus Punkte die ausgeschrieben wurden und bitte sie mir zu helfen da ich nicht weiß was ich machen soll

mit freundlichen Grüßen

[Redacted]

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Hello,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I checked the Bonus T&Cs and I found this:

The maximum winnings that will be paid out resulting from any cash bonus, cashback, personal bonus, free chip bonus (including, but not limited to Welcome Package, Weekend Reload, Special Bonuses for VIP Levels, Comppoints, Tournament wins, Lottery wins, etc.) will equal the bonus amount multiplied by 10 unless otherwise stated. Any winnings exceeding this amount will be forfeited upon withdrawal or after 24h after bonus wagering. Please note that until withdrawal of relevant balance is processed, funds on the balance will be considered a subject to maximum winnings rule.

Sadly, there is not much I can do to support your case at this time, especially when the casino shares all the relevant information on the website. Casinos try to design their bonuses to be as attractive as possible, and setting a maximum cashout limit for bonus winnings is very common. Please, do not hesitate to let me know if there is anything else I could help you with, otherwise, I will be forced to close this complaint.

Thank you very much in advance for your understanding.

Best regards,

Attila

Good day

Thank you for your prompt reply. Yes, I also read that paragraph, but it also states that no gift is given on the welcome bonus. Since I have a screenshot showing the bonus but without the maximum cash out limit, I believe I am in the right. I am attaching the screenshot of the bonus terms and conditions.

Best regards

As you can see, there is no stated maximum cash out of 10x.

Guten Tag

Ich danke ihnen erst einmal für Ihre schnelle Rückmeldung ja diesen Absatz habe ich auch gelesen aber es steht auch geschrieben nicht beschenkt auf willkommensbonus und da ich ein Bild habe wo der Bonus mir angezeigt wird aber ohne Max Cash out finde ich das ich da im Recht bin ich sende ihnen das Bild von den Bonus Bedingungen mit dazu

mit freundlichen Grüßen

wie sie sehen können ist da kein Max Cash out mit 10x angegeben.

Hello,

Thank you for your reply and for providing the additional screenshots.

I understand your point that the specific bonus offer itself did not display the maximum cashout limit. However, the casino's general Bonus Terms and Conditions remain applicable to the promotion. The relevant rule specifically states that the maximum winnings from bonuses, including the Welcome Package, are limited to 10x the bonus amount.

According to our Fair Gambling Codex, we consider win limits unfair when they are imposed on real-money gameplay. However, we accept maximum cashout limits when they apply to winnings generated through bonus play, provided that the relevant restriction is stated in the applicable bonus terms.

In this case, the 100% deposit bonus was part of the Welcome Package, and the casino applied the 10x maximum winnings rule in accordance with its published Bonus Terms and Conditions. Therefore, we unfortunately have no grounds to challenge the casino's decision or request that the remaining winnings be paid.

For these reasons, we will now proceed to reject this complaint. I am sorry that we could not provide a more favorable outcome in this case, and thank you for your understanding.

Best regards,

Attila