I deposited 400 euros and received 600 euros with a one-time wagering requirement.

First, I played Sugar Rush, betting 1 euro per spin. When I had wagered 700 euros and had about 850 euros left, I switched games to Gates of Olympus, also betting 1 euro per spin. When I met the remaining 300 euro wagering requirement, I had a balance of 1000 euros and requested a withdrawal.

After a day, I received an email from Slottio:

Hello Douglas,

I hope this email finds you well.

We are writing to inform you regarding your withdrawal request. Unfortunately, your withdrawal has been rejected and your winnings have been confiscated. We are sincerely sorry for this.

The reason for the confiscation of your winnings is that you have breached our terms of service in regard to point "7.9.

The purchase and/or activation of in-game bonus/feature/free spins play while having an active bonus is strictly prohibited.

We are deeply sorry for any inconvenience this may cause you.

Thank you for your patience and understanding.

Kind Regards,

Thomas

I checked their terms and point 7.9, and I have not violated what they claim. After contacting chat support, they alleged I purchased 10 free spins, which is not true.

Since the casino doesn't have any history records, I can't prove that this isn't the case.

First and foremost, I want my rightful 1000 euros. If they refuse, I want my 400 euro deposit back since I have not broken their terms.

Grateful for any help. Best regards, Douglas

Jag satte in 400 euro och fick 600 euro med en g?nger oms?ttningskrav.

F?rst spelar jag Sugar Rush och satsar 1 euro per tryck, n?r jag omsatt 700 euro och har ett saldo p? ca 850 euro kvar s? byter jag spel till Gates of Olympus ?ven d?r satsar jag 1 euro per tryck och n?r jag omsatt dom 300 euro som var kvar har jag ett saldo p? 1000 euro och beg?r d? ett uttag.

Efter ett dygn s? f?r jag ett mail fr?n slottio:

Hello Douglas,

I hope this email reaches you well.

We are sending you this email in regards to your withdrawal request. Sadly your withdrawal has been rejected and your winnings have been confiscated. We are terribly sorry for this.

The reasoning behind the confiscation of your winnings is that you’ve breached our terms of service in regards to point "7.9.

The purchase and/or activation of in-game bonus/feature/free spins play whilst having an active bonus is strictly prohibited.

We are terribly sorry for any inconvenience this may cause you.

Thanks for your patience and for understanding.

Kind Regards,

Thomas

Jag har kollat deras villkor 7.9 och har allts? inte brutit mot det som dom p?st?r och efter kontakt med chatten s? p?st?r dom att jag k?pt 10 free spins vilket inte st?mmer.

Eftersom casinot inte har n?gon histora s? kan jag inte heller bevisa att s? inte ?r fallet.

I f?rsta hand vill jag ha mina 1000 euro som jag har r?tt till, om dom nu v?grar s? vill jag ha tillbaka min ins?ttning p? 400 euro d? jag ej brutit mot deras villkor.

Tacksam f?r hj?lp. mvh Douglas

Hello Dogge,

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

• Could you please advise if your account is already verified and if yes, since when exactly?
• Did you purchase any in-game feature?
• Isn't there any betting history within your betting account or can't you request it from the casino?
• When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

Hello. First I have to correct that the casino is slottio.com and has the same owner as slothive casino.

I have played there once before about a month ago and then made a withdrawal of 650 euros which was paid out without any problems so the account was verified and approved just over a month ago.

I didn't buy any features in the game, but I made just over 1000 bets of 1 euro.

I can't get the game history on the account, I have email contact with the casino and asked them to prove my alleged breach of terms, which they haven't done.

Will send you all emails sent and received from the casino.

Hejsan. F?rst m?ste jag korrigera att casinot ?r slottio.com och har samma ?gare som slothive casino.

Jag har spelat d?r en g?ng tidigare f?r ca en m?nad sen och gjorde d? ett uttag p? 650 euro som betalades ut utan problem s? kontot ?r verifierat och godk?nt f?r drygt en m?nad sen.

Jag k?pte ingen funktion i spelet utan jag gjorde drygt 1000 1 euros satsningar.

Jag kan inte f? fram spelhistoriken p? kontot, har mejlkontakt med casinot och bett dom bevisa mitt p?st?dda villkorsbrott vilket dom inte har gjort.

Kommer skicka in alla mejl till er som skickats och mottagits fr?n casinot.

Thank you Dogge for all the information provided. As we will need further information regarding your betting history, I will be forwarding your complaint to my colleague Branislav ([email protected]) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Still no answers from the casino and I really need my money back.

Hello, Dogge,

I am sorry to hear about your unpleasant experience and apologize for the delay. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite the casino representative to join this conversation and participate in resolving this complaint.

Dear SlotHive Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

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’ which may negatively affect its rating.

Greetings all,

Since I got in contact with the correct casino representative and we found the complaint was indeed submitted to the incorrect casino, I would like to provide the update.

The complaint was switched to the correct casino - Slottio Casino, and I created a new casino representative account for them a while ago, so they should be able to comment on the thread.

Now I will only repeat myself and direct my previous post to the correct casino representative.

Dear Slottio Casino team,

Could you please explain the player's situation in more detail? Why has the user's account been blocked/closed and winnings confiscated?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary details and supporting evidence to my email address ([email protected]).

Thank you.

Dear Douglas & Casino Guru,

I hope this message finds you well.

I would like to take a moment to clarify the situation regarding the case in question.

As outlined in our Terms & Conditions, specifically Section 7.6, there is a list of restricted games that cannot be played while an active bonus is in use. These terms are agreed upon during registration.

In this instance, the user played a restricted game, Sugar Rush, while also purchasing bonus features with an active bonus, which is prohibited under our policies. Unfortunately, this violation led to the confiscation of their winnings.

However, it is important to note that the user had a withdrawal of €650 approved and processed, despite the fact that those funds should have also been subject to confiscation, as they were associated with play on the restricted game.

Please rest assured that we are fully transparent with our policies. Our support team is available 24/7 to assist all players and provide further clarification whenever needed.

Thank you for your understanding.

Thank you for your response and explanation, Slottio Casino team.

Can you please additionally provide us with the following information:

• Can you please provide us with the information on what the maximum cashout limit from the bonus in question was and provide us with the link or screenshot of the specific bonus Terms and Conditions applied to the used bonus if there are any?
• How much of the user's winnings were confiscated?
• How does the casino enforce restricted games on its side to prevent players from accessing/playing such games with an active bonus, or, considering the fact the players usually do not read Terms and Conditions completely, how are players additionally informed about it to prevent them from falling into a trap like you described above?
• What unfair advantage did the player gain by playing the restricted game and using bonus features? Can you prove it with relevant evidence (the user's game logs)?

Unfortunately, our position regarding restricted games with active bonuses is clear. Our Fair Gambling Codex states that "The entire system should be set up in a way that doesn't allow players to break the T&Cs unknowingly.", and provided that the casino let players play restricted games during a play with an active bonus, without any additional or sufficient notification, we consider the application of such rules incorrect/unfair, especially if the casino confiscates players' winnings for breaching this rule despite letting them do a prohibited activity. So, even if the casino could prove an unfair advantage gained by the user by breaching the applied rule, it is basically a mistake on the casino's side that he was allowed to access the game with an active bonus.

Also, it is not so difficult to enforce such rules/restrictions on the casino's side. The casino can restrict access to such games completely when a bonus is active or simply does not have to count bets in such games toward the bonus wagering requirements, or, as I indicated, there could be a notification/pop-up informing players about accessing restricted games upon attempts to play such games with an active bonus.

Based on the above-stated, if there is nothing essential that could change our attitude regarding this case and regarding the reason behind the winnings confiscation, we recommend the casino restore or pay the rest of the user's winnings (within the bonus maximum cashout limit) that were confiscated. Otherwise, we will be forced to close the complaint in accordance with the provided information and our policy, which will not be in the favour of the casino.

If it suits you better, feel free to send the requested information and possibly supporting evidence to my email ([email protected]).

Thank you. Looking forward to hearing from you.

Thank you for your email and additional information, Slottio Casino.

Can you please check my last email regarding the matter and provide me with the requested?

Thank you. Looking forward to hearing from you.

Greetings all,

Extending the timer for the casino, waiting for their next email.

Thank you for your patience and understanding.

Dear Dogge,

Unfortunately, although I exchanged a few emails with the casino, they failed to provide us with the relevant evidence confirming their claims that I requested. Therefore, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

There is one more option for how you can try to resolve your issue - I recommend you contact the gaming authority the casino is regulated by (AOFA) and submit a complaint directly to the regulator. You can find more about their complaint process HERE or general information about complaints with regulators HERE.

In case of any questions or news from the regulator, do not hesitate to contact me at [email protected].

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime. However, it will be impossible without their cooperation and the relevant details/supporting evidence.

Best regards,

Branislav, www.kpvfaw.com