Good day,
I won about 55,000 euros on December 31, 2019 in the Classy Slots Casino. I went to sleep and logged out normally. When I logged in the next day, I saw that my winnings had gone and I only had 50 euros as winnings. I quickly took a picture of the profits and took screenshots of them.

Guten Tag,
Ich habe am 31.12.19 im Classy Slots Casino ca. 55.000 Euro gewonnen. Ich bin schlafen gegangen und habe mich normal ausgeloggt. Als ich mich am n?chsten Tag eingeloggt habe, habe ich gesehen das mein gewinn weg ist und ich nur noch 50 Euro als gewinn habe. Ich habe den Gewinnverlauf schnell Fotografiert bzw. Screenshots davon gemacht.

Dear Adem,

Thank you for submitting your complaint and I am sorry for your troubles. I would ask you a few questions to fully understand this case. First, did you play with a bonus when you won these winnings? If yes, could you let me know which bonus it was? Have you completely passed the casino verification process (KYC)? 

Also, if you sent them an e-mail, I would suggest you check your e-mail inbox including the spam folder, as casino e-mails can sometimes end up there. Thank you in advance for your reply.

Best regards,

Satrio

Good day,
I can no longer say which bonus it was, but it was a Christmas bonus.
Unfortunately I can no longer enter my account. When registering, I gave everything you wanted from me. Unfortunately I did not receive an email regarding my complaints. The last emails I received were that I should send my ID so that my money could be transferred to me, then they sent me an email stating that it was being worked on and that I would be informed. After that nothing came. The credit was deleted. Later I couldn't get into my account. There is no response to mail. The only thing that comes is promotional emails. I would also agree on a comparison. But something like that cannot be taken away from everything.

Guten Tag,
Um welchen Bonus es sich handelt kann ich nicht mehr sagen aber es war ein Weihnachtsbonus.
Ich komm leider auch nicht mehr in meinem Account rein. Ich habe bei der Registrierung alles angegeben was man von mir haben wollte. E-Mail auf meine Beschwerden habe ich leider nicht bekommen. Die letzten Mails die ich bekommen habe waren die das ich mein Ausweis schicken sollte damit man mir mein Geld überweisst dann hat man mir eine Mail geschickt wo drin stand das es in Arbeit ist und ich darüber informiert werde. Danach kam nichts. Das guthaben wurde gel?scht sp?ter kam ich auch nicht mehr in meinen Account rein. Es wird nicht auf Mail reagiert. Das einzige was kommt sind Werbemails. Ich würde mich auch auf einen vergleich einigen. Aber sowas kann ja nicht angehen das man mir alles wegnimmt.

Hi Adem,

Thanks for your reply. Could you pass me the screenshot you mentioned and your username to [email protected]?

Regards 

I just sent them the screen shots and the emails where they supposedly wanted to pay me out.

Hab ihnen gerade die screen shots zugeschickt und die Mails wo man mich angeblich auszahlen wollte. 

Hi Adem,

Thank you for the update and for sending us the screenshots. I will contact the casino and try to get a response. It probably won't be easy. The casino has a very low rating on our website, but we can give it a try. You will receive a notification when the casino replies.

Best regards,

Hello Satiro,
Thank you for your efforts. I hope that we can do something with Class Slots. How should you play online if you have to worry about going out empty-handed in the future?
greeting
Adem

Hallo Satiro,
Danke für deine Bemühungen. Ich hoffe das wir da was hinbekommen mit Class Slots. Wie soll man Online Spielen wenn man sich zukünftig sorgen machen muss leer auszugehen.
Gru?
Adem
 

Dear Adem,

I have contacted Classy slots casino, but unfortunately, they refuse to provide us any relevant evidence regarding this issue. This means the casino also decides to not let us as a third party to represent you as a mediator to go through this complaint.

Anyhow, the casino stated to us that they will give you an explanation and evidence of why they confiscate your winnings.

Again, Adem, I am so sorry that I could not help you more. But please inform us how will be the outcome after you contact the casino.

Best regards,

Satrio

Hi Satrio and Adem

We investigated the complaint and the record shows that the winning source is a deposit of 50€ and a 150€ bonus. Under the bonus terms "12. ClassySlots reserves the right to withhold any withdrawals and/or confiscate all winnings and Bonuses for irregular play. "Irregular play" may include, inter alia:

• Placing single bets equal to or greater than 30% from the value of the Bonus credited to the player account, prior to the wager requirement for that Bonus having been met.

The game records shows that a significant number of over bets were made while the wagering requirement is still active on the account. 

Adem still has access to the account and can check records of his game play.

Best regards

Classy Slots Casino

Dear Classy Slot thank you for participating in this thread.

And Dear Adem, could you please send me your betting history, especially with the date when you took the bonus with €50 and €150 as the casino mentioned? Please send them to [email protected], we can go further with the investigation.

Thank you in advance for your response.

Best regards,

Satrio

Dear Adem,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject this complaint.

Best regards,

Unfortunately, we’re forced to reject this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.