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Slotanza - using ambiguous terms to confiscate winnings

Ruling

<p><strong>Found for the Casino</strong> - This player has exceeded the maximum allowed bet term while playing with a bonus. As such there is nothing we can do to help them.</p>
 

<p>Read our <a href="https://thepogg.com/casino-review/slotanza/">Slotanza Casino Review</a>.</p>

Player's Complaint

 

Dear the Pogg, I have had €3403 confiscated by Slotanza, because the casino are claiming I broke their bonus terms.

This is causing me grave distress and anxiety and so I would like to get this resolved.

Before signing up, I read all the terms of the bonus succinctly. I knew what I was getting into. My issue is with how the terms are presented, and how they're enforced. It's caused me a huge financial loss here. 1. My bets were placed with my 'Real cash' balance. This is clearly defined as a separate balance to my 'bonus funds'. On any casino I've played on, bonus terms apply to bonus funds. If they apply to both, then Slotanza should put my cash in the 'bonus funds' wallet. There is no way of knowing that the bonus terms apply to real cash. 2. Why don't Slotanza simply not allow me to bet over €3.99? It would be very easy. They just have to impose a rejection of the stake. They won't do this though and will continue to allow stakes, which apparently break their very vague terms. 3. They'll confiscate the winners, and won't refund the losers. It's a win-win for them. The terms, if you read them, would not imply they affect real cash balance. Your real cash balance should be yours to do as you wish with. You would imagine that there is no way the casino could take your 'real cash' winnings, would you not?

I truthfully believe Slotanza will continue to use this as a means of generating profit for their casino. I dread to think how many people have done the same as I have. I'd like to see you force Slotanza to be accountable for their actions - namely, using misleading at worst, and loose at best, terms to confiscate winnings. I therefore submit this complaint in good faith that you will overturn this decision and see this matter as a very serious problem.

 

Read the casino review

1 Responses

ThePOGG
April 24, 2021

Hi sunshinestate12 - welcome to ThePOGG.com!


Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.


As we are the ADR for the Apsire Global license under the Malta Gaming Authority license there is certain information we have to provide you now. You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/


To summarise.


– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.


If you have any questions about the above, let me know.


Sadly there is nothing we can do to assist you in this instance. Bonus terms apply from the point that the bonus is added to your account - and as such the contract is engaged - until the point where the wagering requirements are concluded. If you have exceeded the maximum allowed bet before completing the wagering requirement you have breached the terms and conditions and the operator are within their rights to consider the contract void and reset both parties to pre-contract conditions.


Sorry we could not be of further help.


ThePOGG

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Agreement

sunshinestate12 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Slotanza
  • Malta Gaming Authority
  • United Kingdom Gambling Commission
  • Aspire Global International Ltd

April 24, 2021

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.