Sloty— player complaints: 26 in English

Dear madam/sir, Last week I have been very active on the platform of Sloty wining APP around 13.500 euro. I have made a serous profit and was very happy to cash that out. However, today my balance suddenly (and without notice!) was reduced to 100 euro's only. After having a chat and a telephone discussion (with the support officer) I have the following conclusions: 1. Sloty did an out-reach to me via a push mail on using Sloty platform by giving me an offer. 2. This mail has a complete different look&feel then all other mails Sloty normally sent to their customers. In this mail you don't show anything on rules&requirements of using bonuses. Question for Sloty: Why is there no visible information of the usage of bonuses compared to all other Sloty mails. And that is exactly on that mail that offers a "your account has been selected". QUESTION for sloty: Do you agree that there is a huge difference in Customer experience between this mail and all the others, with respect to the usage of bonuses (missing any information about placing bets higher then the 5 euro) on the platform? 3. I did use the bonus to place bets, not realizing all the specific requirements like for example the max bet amount of 5 euro. 4. On the platform of Sloty there are NO safety measures at all to prevent customers from making mistakes. This is compared to other platforms a serious lack of customer protection. It was clear out of the phone conversation with the support officer that he agreed on this point and that Sloty is working hard preparing this mistake. 5. I have obviously made that (unconscious) mistake by placing bets outside the cap. If I would have know / If I was properly informed during the game (or on beforehand in the bonus mail or during selecting the bonus on the website), I would obviously not have placed those bets for these amounts. 5. At a certain point I was looking at my balance and found out that I had requirements on my balance. I was near reaching the requirements and at a certain point the money went from the bonus money box to the real money box. 6. The real money box is for me the box that is your own money and is ready for being cashed out at the moment one wants to do so. You can chose to either place bets, or to cash it out and use it for your groceries. 7. From that moment on I was convinced that I was placing bets with my own real money and NOT anymore with bonus money. If this money was created by me depositing out of my bank account, I would have placed exactly the same bets. 8. Sloty didn't warn at any moments that I was doing something wrong. Now I am at the moment of cashing out and am confronted with Sloty taking out ALL my money earned honestly by me! 9. Especially the money made after I had wagered the amount are without any doubt earned by me and out of the perspective of betting with my own money. 10. During the call I found out that Sloty only perform the check of the balance at the moment the customer asks for a cash withdrawal. The time gap between making this "mistake" and your check can therefore be a really long period of time with a lot of bets meanwhile placed on this site (with Sloty obviously making a transaction profit on all the bets). For me it sounds very reasonable to have the cash paying out to me immediately. I am therefore urging Sloty myself to reconsider the decision, and immediately change their processes as well. I do hope you can look at this event out of the eyes of the customer. This set up isn't fair at all. Quick summary: 1. No information about max bet during bonus in mail, 2. No information about max bet during select this bonus 3. No information or notification opening a slot 4. No limits on the slot during the bonus 5. No check from Sloty on your account when making a mistake using bonus funds 5. Even no check on funds while the money has been changed form the box bonus money into the box REAL Money On top of this I am wondering how this works? Is Sloty aloud to keep these "confiscated" amounts and book them as a profit? I thought that those casino's make money by charging transaction fees and not be reclaiming money from customers. I do hope that you can help with retrieving my funds. If not then I will be forced to start the legal process against Sloty. Thank you very much for your help and looking forward to a fair and honest restoring of my cash balance account. Warm regards,

Hi there I opened my sloty account other day selected rand to play with as a currency as it gives me a bit more gameplay I'm allowed to do this. fair and square I played my games had a win on joker strike a quickspin game this gave me a buffer to wager my bonus which I DoD fair and square all bets under 50 rand max bet or 5 nzd...I checked continually and I wagered the bonus I screenshotted the screen when I had wagered my bonus and i think I had around 17000 rand at this point I then rested on it came back to play later and I upped my bets as I could I hit some great wins on wild water and humpty dumpty and Jack n Jill and georgie porgie...I raced up to 110000 rand but then I fell all the way back down to 19000 rand.i was bumming out.i decided to go back to joker strike I hit the jokers on a 300 rand punt.then hit them on the respin it's only the second time iv done it in a lot of gaming.the game hit epic status and I think paid me 123000 rand I was ecstatic...as if list a lot of money to genesis global and another one of there casinos vegas hero where the gameplay never delivered to me.and there were charges on my credit card which I'm dubious about and investigating but vegas hero closed my account shunning me from doing so as the payments on my account were then unavailable.my bank supported this and told me to contact these people.i had no idea sloty were an affiliate but karma works in funny ways.so anyway I continued gaming got over 150k in rand about a minute after my big win a weird glitch msg appeared on my screen saying I was blocked and without a word I was booted from the site.not even a congratulations!! And support claimed a routine security check was been performed...yet an email arrived VERIFYING my documents and account which I had sent when i won earlier.So here I am these people have already taken thousands from me which I played fair and square I can take that...but the shoe on the other foot fair and square 159k rand in my bank and coincidentally booted one minute after this big win for a "routine security check" that seems to have dragged on overnight and into the next days afternoon creeping up to 24hrs.Come on people I'm not a cheat I don't have multiple accounts I haven't broken any rules and this behaviour from your casino genesis global is sad and manipulating my ability to win some of my money back which I need I'm not rich I'm going out a limb to make a dollar and it hasn't worked so this is not happening nor will I stop fighting as I need my money.im tired of been ripped of from these casinos under the curacao govt and I will take all claims to them if I need to.enough said it makes me want to vomit

I deposited 50.00£ and received £50 bonus.. With this i was able to win upto £2900. This amount was shown available to withdraw, i did this and had to provide information of identification of card/address/photo.. I then had to wait for authorisation (upto 48hrs) i had an email back in the same day stating: We hope this email finds you well. We regret to inform you that your winnings have been removed due to a breach of the bonus's Terms and Conditions during your game play. You placed bets 6 up to 7.5 which is not allowed when playing with a bonus money. Your initial deposit is back in your account Sincerely, Sloty Support I email them back asking what the heck is going on, the live chat people sent details of the info to me below. 10. The maximum bet allowed when using a bonus (until wagering requirements are met) is: Slots and Video Slots - €5 per bet. Any other game - €30 per bet. Failure to follow this may result in forfeiting any winnings. IF this is the case then gambling of bets £5 or above should not be an option that is available to people whilst using the bonus feature. Im truly not happy with this at all, and surely im not the only person for this to happen to..

Sloty are refusing to pay out two withdrawals totaling to £2494 (£1849 & £645) without clear explanation. Their support can only provide the generic email response and says that should I have want to submit a claim then I should do this via a dispute mediation service. When winning the amounts I played using bonus offers emailed to me directly. I strictly never broke any of their rules in the terms and conditions, I stuck to the max stake and played on the correct games. One of the withdrawals (£645) was made on the 16th October and still hasn't been paid, very odd considering Sloty have processed and paid smaller amounts into my bank since then. I have full documentation of my gaming history and financial transactions should you need it. Thanks so much. [EDIT]

Won £3,800 about 10 days ago, I'm fully verified in regards to my documents and my withdrawals were 2 x £1,900. I did it this way as it wasn't letting me withdraw more than 2000 a day so I left it 24 hours between the withdrawals. This was not won off any bonuses and both payments are still pending at the moment as they have been for 7 days and 6 days now. When I contact their help team either on the phone or the chat feature I receive no information or timescale to when this will be resolved. I'm getting concerned I will not receive my money and no reason will be given for this, I would be fine with waiting if there was any sort of information on the wait but I have been told nothing apart from "we understand but we have no answers"

I signed up to this casino and accepted their sign up offer after a friend of mine recommended me to their sister site casinocruise, after a while of playing with casinocruise they sent me an email offer offering me to sign up to sloty for a 150% deposit bonus, i deposited £200 and played through the sign up offer, and ended up with a balance of £2380.80, i didn't withdraw at the time as i planned on playing again in the coming days, after a few days i received an email asking for ID consisting of, drivers license front and back, bank statement, bank statement showing the transaction of the deposit, picture of drivers license next to my face, and picture of the front and back of the bank card used, after a bit of back and forth i sent them all they requested and they accepted them all, eventually, over a week after having my documents verified, i received emails from them stating they had confiscated my winnings and they would allow me to withdraw £180 of my £200 deposit, and despite numerous requests for them send me any proof, which they obviously don't have as the claims are false, they haven't sent me any, as for the "collusion" aspect the only thing i can think of is that i played the same slot game as the friend that recommended me, though it being a slot, i don't see how that can get me an unfair advantage over the casino so failing that i can't think of any reason they would make such allegations, as for the "cheating" aspect i didn't tamper with any slot so i don't see how i could be cheating. for the "fraud and criminal activity" aspect, i have sent them every item of ID available to prove i am who i say i am and that i'm a legitimate person I've sent pictures of my ID held next to my face for crying out loud, and as i said before their was no cheating the slot of any kind. if it is the case in any aspect why would they not of banned me from the casinocruise website and why would they email me a special offer to get me to sign up to a second of their sites. they have made a mistake and would be grateful if you could help me in the matter, Regards [EDIT].