I try to 3 hours now and every time you say to me take to your bones take your bones take your bones take your bones and finally understand also discussing no play with me so
Deposited $150. Redeemed slot coupon. Met rollover. Got to $4770. Requested payout. Slotastic claimed 3 of my ~3500 bets were over the $10 limit. All my other bets were $5 or less. Their rule is worded, "The maximum bet for all bonuses (including cashback) must not exceed $10. Any winnings, plus bonus amounts derived from bets higher than this limit will be voided". All 3 of the $11+ bets were losers and accidental. Thus I "derived" no winnings from them and do not consider their rule relevant here. This point is what I consider to be the most important. If they had simply stated the max bet was $10, I would consider their ruling harsh but ultimately justifiable.
As for the accidental part, I don't remember making any bets over $5. Some games, when you reopen or refresh, reset bet size to max which I may not have noticed right away. If I had to guess, I toggled from a second browser back to my slot game and, while doing so, accidentally clipped a pay-line marker. If you do this, it also activates every lesser pay-line which could easily put you over $10 3 spins without noticing.
I gave my position in great detail to Slotastic over multiple communications. Essentially, their only response was "Whether or not winnings were had from the specific bet, if bets above $10 are made when a coupon is active, the winnings are voided." They chastised my "playing style", i.e., the 3 accidental bets. They also reiterated numerous times that I be familiar with the terms and conditions despite the fact I told them numerous times that I was familiar with the T&C, and the fact that I had always bet well below the $10 max bet throughout all my deposits reflected that. Betting big, especially early, can give a player an unfair advantage, but that was simply not the case here.
To be fair, Slotastic has reversed their position part way and reinstated half the win. This came only after publicly posting elsewhere and receiving feedback that was generally in my favor. Most feedback was on the wording of the rule. The majority agreed with my position, some felt it was a bit ambiguous, some seemed to feel it is an industry standard that if you go over the bet limit on any bet your entire balance gets voided. My position is that if there is any ambiguity, which I don't think there is, the norm is for it to benefit the party that didn't write the rules. Otherwise, there is an obvious incentive to write ambiguous rules. As for any industry norms, I think any specifically written rule should override any industry norm.
Slotastic recently did update their rule to reflect how they actually act. This is good for future situations but is not applicable retroactively. They also recently admitted my claim was "valid" but will not elaborate how they are simultaneously justified in voiding half my win. I do not really expect Slotastic to change course at this point, and I am not looking for anyone to inject on my behalf. I just felt people should know.
Hello.
Sadly, it's quite a common rule, yet casinos are not usually able to enforce it actively by preventing you from making higher-than-allowed bets. That would be the fairest solution, I'd say.
One way or another, when it comes to a fair approach:
"Having a maximum bet rule for bonus play and only listing it in Bonus T&Cs is an industry standard, but it leaves room for players making an honest mistake and placing a higher bet by accident, without any bad intentions."
"If the maximum bet is just mentioned in the T&Cs, it should be clearly defined and visible, not buried under a large number of less important conditions. Furthermore, if the player happens to break the rule by accident, we would like to see casinos approaching these cases individually and not using the max bet rule to cancel withdrawals of players who played in good faith and did not gain an advantage by breaking the rule."
So, I'd say submitting a complaint is an option - and it's free.
This guide explains the basics:
https://casino.guru/complaint-resolution-instructions
While this one allows you to create one:
https://casino.guru/complaints
What do you think?
I had actually gone through a complaint process elsewhere and I believe that process has gone as far as it's going to go. I was just hoping to make this situation public on this site so people looking for feedback on Slotastic could make their own conclusions.
Fair enough.
I you change your mind, we're here.
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