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Hi lauragough87 - welcome to ThePOGG.com!

I'll contact Slotty Vegas and see what I can find out.

Thanks,

ThePOGG

Hi lauragough87,

As a UK citizen and as we are the officially appointed Alternative Dispute Resolution service for Slotty Vegas 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/

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 independent or legal advice or representation, though you may choose to do so.


The above is somewhat clunky but a necessary part of the process for any complaint that comes in under ADR procedures.

If you have any questions, let me know.

ThePOGG

that's fine, I have read and understood this. I would also like to point out that at first I was not aware how to escalate this which is when I got in touch with the gambling commission who pointed me in the right direction, for this sites future reference she said that the site was a little unclear with certain parts of their website and T+C's also that Michael at first told me they did not have to supply me with the screenshots of all my communications even if I requested them in writing which I did and I did get them you just might want to let him know that failure to do so is against DPA regulations, because he didn't seem to believe me. Many thanks again

Hi lauragough87,

I've had a chance to talk to SlottyVegas about this issue and requested all your chat logs and game history.

Unfortunately there's nothing we can do to help you in this instance.

Having looked through your game history, I can see that you first bet that occurred that exceeded the 6.50 limit occurred on Tuesday the 9th of February at server time 19:28. I stress that these are server times, so may differ from your local time. Prior to this you had wagered 1885. I've checked and your wagering requirement and for the bonus you received it was 30x(deposit+bonus). So from your 67.50 balance you would have had to wager 2025.

That being the case, at this point the wagering requirement meter would have read 1885/2025x100=93.09%.

At this stage you started to wager 7.50 per spin. The system in use at SlottyVegas means that, as your funds were considered 100% bonus at this stage (your deposit was wagered first and lost in the first 21 spins when your balance dropped to 35.40, more than 30 beneath your starting balance of 67.50), so from this point on your wagering requirement would have increased every spin, not decreased.

Between 19:28 and 19:40 you continued to bet at 7.50 per spin. During this time you wagered a total of 982.50 and won 1034.20. As these wagers were above the 6.50 limit all winnings would add additional wagering on to your wagering requirement at a rate of 50xwinnings. So 1034.20x50 = 51710. That would mean at 19:40 your total wagering requirement would have been 51710+2025 = 53735 and the wagering requirement meter would have shown (1885+982.50)/53735 x 100 = 5.34%.

Then at 19:40 you started to wager 20 per spin which would result in your wagering requirement increasing further and your % complete in the meter decreasing rapidly.

The shortened version of this is that while I can neither confirm nor refute whether there was a glitch that caused the wagering requirement bar to disappear (SlottyVegas have stated that they've had no other reports of this type of error), I can state with certainty that it wouldn't have reached anywhere near the 98-99% at any point during your play.

I can also say that your balance just before you started exceeding the 6.50 bet limit was 188.20 and your balance after you placed your last bet of 7.50 was 239.20. 

Between 19:40 and 19:42 you then proceeded to place 23 bets of a size of 20 credits, 3 bets of size 17.5 and finally 2 bets of 15, the last of which won 780 matching the account in your complaint.

There's then a delay of 23 minutes, presumably while you were talking to support, before the next wager of 5.

And this is where the real crux of the issue is. 

Obviously as the communications regarding this were conducted over the phone I cannot confirm what was or was not said. However, the advice that you received from the agent was irrelevant the moment that you placed a single wager of larger than 13.01, which was before you first contacted support at 19:42. At this point any wagers you placed larger than 6.50 would only serve to increase your wagering requirement but dropping your wager to 6.50 or less would result in a decrease of more than half and put you in violation of the following term:

"A user who wagers high value hands(greater than €6) with the sole purpose of rapidly increasing bonus bankroll, then proceeds to drastically decrease their bet value(less than half) without having reasonably decreased their bankroll will be deemed to employing unnatural and advantageous betting patterns. Such cases may enforce condition 12.3, but each case will be investigated and acted upon accordingly. We strongly discourage this type of play."

That being the case, before you hit the win and contacted support you were already in violation of the terms and conditions and as such SlottyVegas are within their rights to void all winnings associated with this play. No amount of play of any size after this point would change this fact.

As there has been a clear violation of bonus terms and conditions there's no grounds for us to request the operator to return funds.

I understand how frustrating this will be for you, while playing myself I've inadvertently broken bonus terms previously and had a balance of £4-5k confiscated. It's not a great experience. All I can recommend is that you ensure in future that any time you claim a bonus you ensure to read ALL of the terms and conditions associated with the bonus BEFORE you start to play. SlottyVegas are in the norm in restricting bet sizes while playing with a bonus, though are far more lenient than most operators in providing a buffer zone of 6.51-13.00 where the only consequence of over betting is increased wagering requirements rather than confiscation of balances, but almost any operator that you could choose will have a similar bet restriction when you choose to play with a bonus.

SlottyVegas have offered to allow you to replay the bonus, though you would need to redeposit. If that's something you're interested in let me know and I'll make the necessary arrangements.

Best regards,

ThePOGG

I see, this doesn't really sit well with me at all, I have read through some other complaints on their sister/parent site BETAT and they allowed a play to keep their funds, for doing the exact same thing I did, the only thing I did differently to this player was lowered my bet when instructed too therefore putting me in direct breech of terms and conditions after explaining that I had not read them throigoughly in accordance to the x50 wagering on a bet over 6.50, I also find it a little strange their calls aren't recorded,.. As now there is no proof as to what was said on the phone,.. I am highly disappointed by the whole situation and will most certainly decline the offer to "replay" the bonus, as if as stated it is an automated luck based system then the same wins and such won't happen again and knowing my luck I won't win a thing, I'm loathe to put my hard earned money into a casino that I think is quite shady, that's just my opinion though and I'm sure many others have had no problems at all with the site, or its staff but as such I have so I think from now on I will stick to my normal ones who mention nothing of certain ts and cs that this one does, please also realise that my comments and opinions are in no way directed at yourself, I thank you very much for being fair and independent, I also thank you for looking into the situation... Again Many thanks

[EDIT]

Hi lauragough87,

I haven't enquired whether or not calls are recorded as the phone calls wouldn't change the facts of the matter.

Before you contacted support you'd already placed yourself in a situation where there was no avenue you could take that would allow you to complete the wagering requirement successfully. What may or may not have been said on the support calls could at worst be considered poor customer service, but you'd already contravened bonus terms and conditions to the degree that you could not now comply with the requirements regardless of any advice from support. The most misguided possible advice you could have been given wouldn't make the situation any worse than it already was - the rules were already incontrovertibly breached. 

Regarding other cases, if they've chosen to overlook players contravening these rules in other situations that's been done on a discretionary bases, i.e. there's nothing to compel the operator to do this. That's a judgement call made by the operator and not something that can be enforced as a result of their license.

I completely understand your position and wouldn't fault you at all for choosing not to take up the offer that's been made. I enquired to see if this option was available before responding to offer at least some small positive, but given the situation I would have been surprised if you had wanted to re-engage.

Best regards,

ThePOGG

The player exceeded the maximum allowed bet rule when playing with a bonus and as such SlottyVegas were right to confiscate winnings

Hello
  
 I recently deposited 30 pounds on SlottyVegas, with the promotion of 125% bonus on said deposit, this meant that in all I had 67.50 to play with on this site, I played for a while I got very lucky early on and won about 600ish, I continued to play all the while keeping an eye on my wagering requirements (the little blue bar near the middle of the right hand side of the page) my wagering requirements had hit near 98-99 percent complete when the little bar disappeared I thought I had reached my requirements which at the time I believe were 2000ish pounds im not sure of the exact number. I was sure that I had reached them though, I had a few hundred left in my account I decided to spin some twenty pound spins to see if I could get lucky, I didn't I then reduced my bet to 15.00 pounds and did indeed get lucky I won 780 pounds it was at this point the little blue wagering requirements bar popped back up saying wagering requirements were met by about 2 or 3 percent stating that I now needed to wager 42,000 pounds. This is where I was surprised and worried and couldn't understand what had happened. So I got in touch with customer services, I spoke to an agent called [EDIT] I asked him if there was a number I could call, he offered to call my mothers landline (this was where I was staying on this night) I told him what had happened he explained that if you bet above 6.50 when playing with bonus funds that any win you have will then be X50 and added to wagering requirements, I stated to him that I thought I had reached wagering requirements as the little bar had disappeared, he stated that I had not met wagering requirements, (even though in a following conversation a week or so later he stated that he did not have my account open in front of him at the time of the first call) so i'm not sure with out checking my account how he knew this, he stated why the casino has this measure in place, as people can try to abuse the system although he was quick to assure me that he was sure that was not what I was doing, he instructed me that my bet was too high and had to be 6.50 or lower. I apologised for not reading through the T+C's thoroughly as being quite an online gamer I had never heard of this before and I have accounts with quite a few other sites, so after about 10/12 minutes possibly 15 minutes we ended the call where I proceeded to reduce my bet to 5.00 on the twin spin slot, it took me about two days to reach what I never thought I would, the staggering 42.000 pounds wagering requirements. I had at the time 3000 pounds which in a live chat I was assured "was all mine" I decided I wanted to withdraw it, I sent in my documents as requested, they said it could take upto 5 working days to verify my documents, I asked if possible they could do anything to verify them a little more quickly as I didn't want the temptation there to continue to play, I asked them a few times for updates all they ever said was my documents were with the verification team and it could take up to five working days. On the 5th working day I received an email from Michael to say that the funds I had left (at this point 1900 as I had played a little more in the days I was waiting for my documents verified, and had lost 1100) had been voided due to "clear bonus abuse" he explained that because my bets had been high (20 pounds and 15 pounds) before I won 780 pounds and then directly after the 780pound win they dropped to 5.00 pounds, because it was a drop of more than 50% of my previous bet this was considered bonus abuse. I asked if Michael could please ring me so I could explain the situation and why I had to drop my bet. I explained that my wagering requirements had jumped up to 42,000 pounds and had I continued to bet above 6.50 any win I had would then again be X50 meaning that the requirements would never end as every win would X50 in the way it was explained to me so obviously as instructed I had to drop my bet to below 6.50, during the phone call he told me it was him I spoke to on the first call, he then proceeded to talk over me a few times stating that the two things were not connected, i explained that of course they were connected I would never have reduced my bet unless instructed to via the x50 clause, i asked him if he kept talking over me how would i be able to explain the situation fully, at this point i asked to speak to his manager he stated that he is the manager, while i was speaking he on two or three occasions laughed at me. They also dispute the time of the first telephone call, they state that the first call took place immediately after i contacted live chat in their records is 8,37pm, i disagree there is a gap in my transaction history of around 20 minutes of where i have won the 780 pounds and then reduced my bet to 5.00, this is at 5.42pm to 6.05pm this is when i believe i contacted them. i have a screen shot of that transaction page i also have a screen shot of a call my sister made to the landline number Michael stated he called at 8.37pm but as you can see in the screen shot my sister called the land line at 8.42pm in which she remained on the phone for 4-5 minutes i have this because if as they are saying Michael called me directly at 8.37pm, this is impossible as my sister was on the phone from 8.42 to 8.46/7 so if he had called me  straight away as the person in the email stated he did, then the whole call and explaining of my situation and then Michael explaining the T+C's would have to have taken less than 4-5 minutes exactly which it did not., i have emailed support asking for the exact time and duration of the call, i received an email stating they had received my email and would get back to me within 24hrs, it has now been over 3 or 4 days and i still have had no answer. i have also asked them to stop using incriminating terminology, such as "clear bonus abuse" and "due to the nature of your offence" or something along those lines, as that makes me feel like they are being accusatory without all the information adding the fact that i have never in all my years of playing online casinos been accused of bonus abuse and have been left very hurt and confused by this whole situation as this was unintentional. I am not for one second disagreeing with what their T+C's state i am disagreeing with the way this situation has been handled and "investigated". If this could be looked into i would appreciate it.
 
 many thanks 
 [EDIT] 
 Username [EDIT]
 site SlottyVegas

Slotty Vegas - Funds removed for apparent "clear" abuse of bonus funds.

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