SlotsPalace Casino - Печалбите на играча са конфискувани.

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 [email protected]

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 ([email protected]) 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. ([email protected]). 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. ([email protected]) 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!

Dear rok1rok,

To check further regarding the missing winnings, our team requires the following details:

- Name of the Game

- Game Provider

- Your balance before the bet

- Time of the bet

- Bet amount

- Win amount

- Bet ID

You can check your gaming activity from your profile under the history section.

Thank you in advance.

Kind regards,

Slotspalace Casino Team

Dear rok1rok,

Thank you to provide us with additional details.

We have forwarded the details to the relevant department for further investigation. You will be kept informed of the update.

Please be assured that we are doing our best to resolve this matter as soon as possible.

Best regards,

SlotsPalace Casino Team

Dear SlotsPalace Casino Team, thank you for your reply.

However, I must point out that I have already received similar responses via both email and your support chat over the past two months. The issue has been ongoing for a long time now, and I have been more than patient.

At this point, I kindly ask for a clear and concrete answer regarding when I can expect your solution to this matter.

All bonus requirements were fully completed, and all supporting evidence has already been provided, including:

• Screenshots of the bonus terms at the time of activation

• Chat transcripts with your support confirming no win limits

• A video recording showing no mention of any "max release" rule

• Detailed game information and bet IDs as per your recent request

The funds were removed without valid justification, and I respectfully expect this issue to be resolved and the confiscated amount returned.

I kindly ask again: When can I expect your solution?

Kind regards,

Rok

Hello rok1rok,

We would like to update you that due to Peter, your designated resolver, being on vacation, we have opted to extend the timeline by an additional 7 days. Since Peter has an in-depth understanding of your situation and maintains direct communication with the casino, we find this extension justified. Your patience is sincerely appreciated, and I assure you that Peter will contact you at the earliest opportunity.

Thank you for your understanding and ongoing patience.

Best regards, Casino Guru

Dear rok1rok,

I hope this message finds you well.

We truly appreciate your understanding and apologize for any trouble this situation may have caused.

We're currently looking into this matter and will get back to you with a thorough response as soon as we can.

Thank you so much for your patience and support while we work to resolve this issue.

Kind regards, 

SlotsPalace Casino Team

Thank you for your reply. However, since this issue has already been ongoing for over two months and all required documents and proofs have been submitted on my side, I kindly ask if you could provide a more specific timeframe for the resolution.

best regards,

Rok

Dear rok1rok,

I hope this message finds you well.

Unfortunately, we are unable to provide a specific timeframe, as the matter has been forwarded to the provider for further investigation.

We are awaiting their response.

Thank you for your patience, we appreciate it.

Kind regards,

SlotsPalace Casino Team

I would like to clarify that the removal of €7,083.65 from my balance was based on your internal decision, without any valid or documented justification that supports such an action.

The bets in question were placed and processed correctly. Wagering requirements were completed in full. My only request remains a clear explanation of the specific rule that justified the removal — particularly because:

• Your support agents confirmed that there were no limitations other than completing the wagering

• Your own general Terms & Conditions (Section 7.15 and 7.16) refer to "maximum withdrawal" limits only in the context of no-deposit bonuses — not deposit bonuses

Applying this kind of limitation after wagering was completed is highly misleading and unjustified based on your stated terms.

I respectfully request that you resolve this matter on your end as the responsible operator, and return the confiscated funds accordingly. I am happy to cooperate and provide any further proof if needed.

Kind regards,

Rok

I would like to update my case — the issue has been successfully resolved and the full amount has been returned to my account.

I sincerely thank both the Casino Guru team and the SlotsPalace Casino team for their assistance and support throughout the process.

I truly appreciate the effort from both sides to bring this to a fair conclusion.

Thank you once again!

Dear rok1rok,

We're glad to hear that your issue has been resolved. We'll go ahead and mark the complaint as 'resolved' in our system. We appreciate your cooperation and confirmation. If you ever encounter any issues with this or any other casino in the future, please feel free to reach out to our Complaint Resolution Center. We're here to help.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would greatly appreciate it if you could take a moment to share your experience with our services on Trustpilot https://www.trustpilot.com/evaluate/casino.guru. An honest review, along with any suggestions for improvement, would be invaluable. Your feedback could help others who may be considering contacting us for assistance with online casino-related issues.

Thank you in advance for your time.

Best regards,

Peter