Slots Plus - Cash out declined

Ruling

Found for the Casino - The SlotsPlus terms and conditions do clearly state that all players from Europe are required to wager twice the wagering requirements.

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Player's Complaint

Hello,

I made a deposit at Slots Plus casino, with a bonus fo 300%, wager needed 33600 (40 x bonus deposit) I completed the wager and raised my balance firstly to 5500 then now to 10000 $.

I sent documents requested and made the first request for 5000 using my Neteller account.They split the amount in 5 withdrawals of 1000 $, as I guess this is the max allowed in a single time.

Anyway, that was on 11 March 2018, today after 9 working days, my withdrawals were all in the beginning situation of the request, while they assured me that the first approval would take 2 days max I have gone in chat at least 6 times, speaking usually with Finance Team, where I began to ask for my account and withdrawals request.

Finally Tonight they have written me declining my requests and putting back these amounts in my balance, that now is 10030,68 and 7059 comp points (I think that 7059 comp points clearly show how much I have played)

Anyway I paste the whole email I have received from them :

Dear, [EDIT]

We want to let you know that your withdrawal request has been declined because you did not accomplish the wagering requirements of the promotion you were given.

Since December 10th, 2016, all players from EUROPE are required to wager double the amount of the promotion. This information was posted on our website, and reads as follows:  

“All Bonuses and Promotions require double wagering play through prior to cashing out or processing any withdrawal request. Any winnings that do not comply with the required doubled playthrough for any given bonus, will be void"

You are short in wagers: $4,354.99

Required Wagers: $33,600.00

Performed Wagers: $29,245.01

Financial Department

Slots Plus Casino Main Street Vegas Group

It is clear that there is something that did not work properly, the wager required was just 33600, and as in all the casinos in the world you can not withdraw until you have completed it, your withdrawable balance is zero ... it is enough obvious ... so when you have reached the goal and their software moves your budget in the section "withdrawable", you are ok, this is what you are led to think ... or is not it? However, because the maximum withdrawable with my bonus was $ 10,000, I continued to play, again and again, and for skill or luckily I managed to reach that figure. After 9 days of waiting, they write to me what I have glued above, I think you need your intervention to clarify how it is possible that after a total of more than what is required, and in any case after their software has given the ok at the withdrawal, they come out with this rule and that count, which however does not take into account (at least it seems mine is so) of all the plays made.

Please give me an help.

Thank you so much

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