Slots Magic - confiscation of winnings

Ruling

Found for the Player - Slots Magic casino have made clear that they will not cooperate in discussion of any complaints with this site due to perceived bias on our part. This relates to our Blacklisting of all SkillOnNet casinos due to software fairness issues.

We have pointed out to Slots Magic that of 4 complaints submitted to this site against SkillOnNet casinos 2 were Resolved and 2 were Found for the Casino. In other words the claims of bias are completely unfounded.

Having reviewed the terms and conditions at Slots Magic we can find no reference to any restricted games. If the player's balance has indeed been confiscated for this reason we would have unquestionably ruled in favour of the player.

Read our Slots Magic Casino Review.

Player's Complaint

I deposited £20 on Slots Magic and took the bonus. I won £76 on the bonus and needed to play through 60 times to withdraw. I managed to win and complete the massive play through requirement as confirmed on their bonus monitor. I decided to make a withdrawal of £100 which the system allowed to me do. Previous attempts advised me a bonus was still applicable on my account and withdrawals not allowed. I was duly asked to verify ID and this was sent and acknowledged.

Several days later I received an e mail advising me that my withdrawal had been cancelled. No reasons given. I have contacted the casino many times since and the reply received states that I have breached T&Cs by playing on excluded games before wagering on allowed games was completed. Withdrawal of £100 has been confiscated and also remaining balance of £280 (won after the bonus play through was completed) has also been confiscated.

As a goodwill gesture they have reset my balance to my original £20 and I can play the bonus again!

I have read through their bonus T&Cs many times and can not find any details of these excluded games. I have requested details from the casino and each time they just repeat that I have breached T&Cs. They did state that I have played 'roll a ball', which yes I probably did ,not knowing about excluded games.

I feel very deceived since their bonus monitor confirmed that I had completed play through requirement,they allowed me to instigate a withdrawal, accepted ID, only then to tell me they had cancelled my withdrawal with no reason stated.

Each time I contact the casino I get the same reply that I have breached T&Cs and no details of these excluded games.

Obviously had I been made aware of these game exclusions then I would not have played them. I have asked why their software did not flag these games but no reply has been received.

User name: [EDIT]

Anything you can do or suggest to receive my winnings would be very much appreciated. It's a great shame this has materialised since it is a good casino site with lots of interesting games.

[EDIT]

Read the casino review

6 Responses

ThePOGG

February 15, 2015

Hi donh99 - welcome to ThePOGG.com!

Specifically which promotion were you playing?

Thanks,

ThePOGG

donh99

February 15, 2015

Hi ,Thanks for prompt reply.

I took the welcome bonus on 11/1 and won a further £76.85 confirmed on 12/1.

Shall i forward emails confirming bonuses.

Thanks

Don

ThePOGG

February 16, 2015

Hi donh99,

For the time being I think we're okay. I've reviewed the Slots Magic terms and conditions and agree that there's no mention of restricted games. The previous term - that did not include the game you mentioned - appears to have been removed in July last year.

I will say in advance that Slots Magic use SkillOnNet software and as with all SkillOnNet casinos reside on our Blacklist due to game fairness issues. As such I do not hold out much hope of opening a successful dialogue.

I'll let you know when I hear something back.

Thanks,

ThePOGG

ThePOGG

February 25, 2015

Hi donh99,

To keep you in the loop, I am discussing whether or not Slots Magic are prepared to discuss any complaints with this site at the moment. We have not yet discussed any part of your complaint.

I will let you know the outcome of that discussion once a final decision has been reached.

Thanks,

ThePOGG

ThePOGG

February 25, 2015

Hi donh99,

Unfortunately Slots Magic have decided that they will not discuss any player complaints with this site. This is due to our Blacklisting of all SkillOnNet properties for proven game fairness issues. Given their status with the site, Slots Magic do not feel that they could possibly get a fair hearing in any complaint situation.

I have - a great length - pointed out to them that I've resolved for Found for the Casino, many complaints against Blacklisted and Not Recommended casinos regardless of their negative status with this site.

It is worth noting that 4 other complaints have been submitted to this site since SkillOnNet software was Blacklisted and each of these complaints reached a positive conclusion (2 out of 4 were found in favour of the casino while the other 2 were resolved - see below).

http://thepogg.com/complaint/play-million-confiscating-8000-win/

http://thepogg.com/complaint/luna-casino-irregular-play/

http://thepogg.com/complaint/euro-king-not-paying-from-casino/

http://thepogg.com/complaint/vegas-winner-confiscated-ndb-winnings/

Given the above I consider the claims of bias against this group in the management of complaints fairly comical.

Slots Magic have asked me to ask you to go to another site like CasinoMeister if you wish them to discuss your issue.

I'm sorry I won't be able to do anything further to help, but I would advise giving the service at CasinoMeister a shot.

ThePOGG

donh99

February 25, 2015

Thanks for your help.I appreciate your advice and

will pursue through Casinomeister.

donh99