SlotsPalace Casino - 플레이어의 상금은 몰수되었습니다.

I’m reaching out because I have a serious issue with Slotspalace Casino, and I really need your help. After completing the wagering requirements for a deposit bonus, they took away a huge part of my winnings without any clear reason, even though their support confirmed multiple times that there were no other limits except for the wager.

So I deposited and claimed a 150% bonus with a x20 wagering requirement. After finishing the wagering, my balance was 9,583.64 EUR. Instead of letting me withdraw my full winnings, they removed 7,083.65 EUR, leaving me with only 2,500 EUR. I withdrew 1,000 EUR, fearing that I might not receive any money at all.

Every time I asked, I got a different story from support about why they took my winnings, one of which was also that there seems to be some problem with this bonus. In the end, they said there was a "maximum bonus of x5 the bonus amount." This rule isn’t written anywhere in their deposit bonus terms but even if it were, 2,500 EUR is not x5 of my bonus, making their claim contradictory.

Their general terms (7.15 and 7.16) only mention a x10 withdrawal limit for no-deposit bonuses, but mine was as i mentioned a deposit bonus.

Before depositing, I even asked support if there were any limits on this bonus, because I had an experience with a no-deposit bonus before (where I won a lot but only got 100 EUR, and I learn from it so thats why i asked before deposit).

They clearly told me that the only limit was the wagering—which turned out to be false and every time I contacted support, I got a different excuse for why my money was removed. I’ve attached some screenshots showing this. (I can only attach 5, i have a lot of them from all the chats).

Now It’s been more than 10 days, and I still haven’t received a proper response or solution. Their own terms (13.7) say they should answer in 10 days or less, but I got nothing. The only replies I got were from live chat, where they kept telling me "the department is working on it" and that it wouldn’t take 10 days—which clearly wasn’t true.

The only solution is to refund the 7,083.65 EUR they unfairly took from me. And I believe there were just some misunderstandings from their side.

Dear rok1rok,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with SlotsPalace Casino.

Please allow me to ask you a few questions, so I can better understand the situation.

Could you please explain what bonus you activated and played?

• If there is a link to the terms of this particular bonus, a screenshot of the specific promotional terms, or an email with the particular promotion please share it with me
• Do I understand correctly you contacted the casino regarding the rules of the bonus before depositing and playing?
• My email is tomas@casino.guru

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

The bonus I played was automatically shown as a pop-up on my screen when signing in. I tried to find the bonus terms, but there was no button or link to access them. The only information I have about the bonus is the screenshot I took when the bonus was activated.

Even after the bonus was active, there was no option to view additional terms. That’s why I assumed that this deposit bonus falls under the general terms of the casino.

To be 100% sure, before I made my deposit, I specifically asked their live chat if there were any other limits or requirements for this bonus besides the wagering condition. They confirmed that the only requirement was the x20 wager. Unfortunately, I didn’t take a screenshot of that chat because I didn’t expect something like this to happen.

However, after my winnings were removed, I contacted live chat again, asked them the same question, and they confirmed once more that there are no other limits except the wager — this time I made sure to take a screenshot. Along with that, I also have screenshots of different excuses they gave me every time I contacted them in live chat. 

I’m attaching the bonus screenshot here and sending all chat conversations directly to your email. (there were 2 bonuses available. One 100% bonus with x15 wager and other 150% bonus with 20x wager. This happened with the one with 150% bonus)

Thank you.

Thank you very much, rok1rok, for providing the necessary information. I will now transfer your complaint to my colleague Peter (peter.c@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Hello there,

Thank you rok1rok for providing us with all the information. I hope we'll be able to resolve this issue together.

I would now like to ask SlotsPalace Casino for their help in resolving this complaint. We would like to know why were the player's winnings confiscated and what can we do to help resolve this issue.

Thank you!

Dear all,

Thank you for reaching out!

Please be informed that the bonus in question does, in fact, have a maximum release amount, which was remaining after the release of the bonus.

We apologize for any misunderstanding.

Best regards,

Slotspalace team

Thank you for the update SlotsPalace Casino representative, would it be possible to provide any bonus terms and conditions where the maximum release amount is mentioned? Thank you in advance for your cooperation!

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hello Peter,

Since Slotspalace has not responded yet, I want to address this again directly.

On March 5, Slotspalace’s VIP department informed me that my case was being handled with high priority and that I would receive an update as soon as possible. In the same email, they also gave me a €200 VIP bonus, which I did not use. It has now been over 14 days, and I have received nothing, except for their response here, which I find unacceptable.

For the past month, they have done nothing but stall without providing a proper answer. I am also not a new player—they gave me VIP4 status, which clearly confirms that I have played and lost a significant amount.

Additionally, a casino cannot change how a bonus works after confirming it. If no specific terms were presented before playing, then legally, the general terms and conditions must apply. Making up new restrictions after the fact is against fair gaming principles and consumer protection laws.

I also found out that besides their general terms claims, it's also publicly available on Casino Guru’s listing of Slotspalace’s deposit bonus terms. There is no maximum cashout restriction stated for similar type of bonus. Except for a 10x rule which applies only to players from Thailand, Brazil, Chile, and Peru. Since I do not fall under those regions, there is no justification for limiting my winnings after I have already played under those conditions.

I expect a clear and immediate solution addressing these unfairly confiscated winnings.

Thank you for your help, Peter.

So I guess they are continuing to do exactly what they did to me via email, delaying and ignoring the issue once they’re confronted with facts - confiscated funds without any legal or transparent basis. The so-called "maximum release" condition was only mentioned after the bonus was completed, not before. That’s not how a fair or regulated casino should operate.

So Peter, at this point, I’d like to ask if my next logical step is to escalate this directly to their license issuer – Comoros (AOFA), since Slotspalace is clearly refusing to engage or to find any solution?

Dear rok1rok, if you wish to escalate your complaint further you can do so through the regulator. To file a complaint with the Anjouan Offshore Authority you will need to find the License Validator at the bottom of the Casino site and after clicking it there's an option to Submit a Complaint. Please let me know if you need help with submitting the complaint if you can do it on your own please provide me with a confirmation that you have submitted it. (peter.c@casino.guru). I am sorry I could not be of more help on this occasion.

Thank you for your response and for guiding me through the escalation process.

I’ve decided to wait until the remaining time Slotspalace has, to offer a solution. If they fail to respond by then, I will escalate the case with all the evidence to their license issuer via the Anjouan License Validator as instructed.

I’ll keep you updated and confirm once the complaint is officially submitted, if necessary.

Thanks again for your support.

Rok

Dear rok1rok, can you provide me with a confirmation that you have submitted the complaint to the Anjouan Gaming Authority? You can forward any information to my email. (peter.c@casino.guru) Thank you in advance for your cooperation!

Hello Peter. Yes, I submitted a complaint on 25 march 2025 and today did one follow up email just to get an answer on a when I can expect a response. How should we continue?

Thank you for the update rok1rok, We will wait for the decision from the regulator. It should take 3-4 weeks according to their policies, so please keep me updated about any new developments. Thank you in advance!