AUslots Support and Complaints Thread

Hello everybody,

This is Emma, representative for AUslots casino.

AUslots launched in 2017, and our philosophy is to be the one of the friendliest, helpful, committed casinos on the market as well as awesome and unique.

Beside outstanding 24/7 support team, we can also pride ourselves on efficient and innovative marketing team, full of new ideas. We have a wide choice of game providers, as Evolution, BetGames, Betsoft, Booming games, Isoftbet, Quickspin, and many others. You can also choose between several different deposit methods, as Visa Creditcard, Mastercard, Neosurf, MyNeosurf, and of course Bitcoin, Ethereum, Litecoin for Cryptocurrencies.

Moreover, we offer very special welcome, daily, weekly, and monthly matching bonuses, which often come with free spins with no wagering on the top. Cashback with symbolic wagering of only two times (zero for VIPs), and no other rules (like max cash out or max bet) is also available.

If you have any further queries, please let me know. You can also contact our friendly, and very professional support who is available 24/7.

Looking forward to hearing from you.

Best regards,

Emma

Hello Emma, 

Welcome to LCB forum! Happy to have you here to assist our members! 

Hi Tania,

Thank you for the warm welcome!  

We are more than happy to assist.

Hi Emma, welcome to LCB! 

Welcome to LCB forum Emma, glad that a representative of AUslots casino is present at the forum, since I am a player at this casino

Hi Marinna,

Thanks a lot! 

Happy to be here. 

Hey maiwen63,

Thank youuu :) 

If you have any questions, please fell free to ask! We are more than happy to answer them all 

Welcome to LCB forum Emma 

Welcome on board Emma. We are happy you have joined to LCB forum. 

Hey DJuka,

Thanks! :)

Hey,

ty ty 

Happy to be here!

Hello LCB,

I have a complaint against AUSLOTS and need help in getting my money! I recently played on casino and my last deposit was $800. I played and won some money and didnt realise their rule was that the deposit had to be turned over 5X (lets leave that for another time at how absurd that is)  So i had a pending withdrawal and their finance team informed me of that news. they said my current status was $837 out of $4000 - fine. so my balance at this time was close to $1600 as they had cancelled the withdraw

I played again online and so i turned over close to $4000.  I have a screenshot of this from their website.  I put in a request to withdraw $1000 and today (16/9/19) when i went to check on the website my pending withdrawal disappeared and my balance $800. my latest balance should be around $687 after my $1000 pending withdraw.

Please help me......  I rather liked AUSLOT before this experience but now they have left a bitter taste!

my username is :

TONYXC

Hi tonyxc,

We'll ask The Casino Rep to look into the issue you are having and post a reply here in the thread. 

hi LCB

so now i received an email from the Finance department telling me that i was fraudulent in the way i was playing baccarat. au slots asked for a turnover of $4000 to fulfill their criteria - ok i did that via a game that you can place bets on banker/player. people can do play both banker and player even at real casinos because they are seeing how the shoe unfolds.  but i was asked to turnover 5x, which i did. if the game of baccarat didnt allow such a move then i'm sure the software provider would have prevented this from happening.

i had no intentions of using any 'fraud' tactics but its a legal move in the game of baccarat. how is a customer who wins meant to feel safe if the casino can just use the excuse of T&C's to confiscate winnings.

am i wrong?

@tonyxc - The Casino Rep confirmed that they are looking into your case and will post a reply here in the thread. 

Hello tonyxc,

We’re already looking into it. We are aware of what the issue is about. We’ll make a report and post it here.

Thank you for understanding!

Best,

Emma

Hi tonyxc,

Sorry for such a long wait, I had to double check with our finance department to be sure I had all the details.

In a nutshell, your winnings were voided due to what our risk department classified as fraudulent play. To be more precise, placing safe bets on banker and player at the same time just to complete the wagering requirements is the offense they were looking at.

So according to our T&C, the finance had no other way, but to void your winnings. I believe you were not aware of the rules, or broke them intentionally, which is why we will refund your deposit in full. But just because you were not aware of this, we can’t ignore it.

Sadly, software providers can’t block such behaviour on the game level, as it would interfere with the normal gameplay. For instance, imagine martingale strategy which is also forbidden on vast majority (if not all) online casinos, or placing a bet on both red and black in roulette just to make wagering, game providers can’t really block that.

In any case, you can withdraw your original deposit if you wish, and be sure we are very sorry for your bad experience. At least I hope it is clear now why we acted as we did.

Best,
Emma

Hi. 

In no way did I play ‘fraudulently’... But what can a customer do when the casino relies on their T&C.

That is riduculous it is no way fradulent even if you bet both on player and banker you will lose money , it is not illegal any where in the world to bet on both Banker and Player , another casino looking for every way possible not to pay out winnings

Hello, I am trying to play this casino, but nothing helps, I am not able to. Though in their rules it is not stated that they not accept players from Belarus, agent in chat says I can't play at them If I am getting message: "Country is blocked" (btw in Space Lilly I am getting same error, but they do accept players from my country and I can play from VPN). In AU Slots I can't play from vpn, so what should I do then? Domain au-slots not working/gives error. Domain au-slots1 is partially working: I can open profile, some pages of site, but whole elements of site are not loading till the end and for example I can't open cashier: loading is not stopping and I can't do anything about it

Username: Hardwo****

Hello Dragon21,

We noticed in the terms of both casinos that players from Belarus are unable to use no deposit bonuses for registration. Is this your case?

We will check with the casinos about this.

Thanks for sharing your credentials.

No, I don't care about no deposit bonus, as I said I just wanted to deposit and play there and I can't do that

Hello Dragon21,

Okay, we will update you here about your situation as soon as we get a response.

Keep you posted.

Hello Dragon21,

We have reached out to the casino again.

Keep you posted.

Also I was talking with agent on site and chat closed itself, I tried to enter from another device - chat just disappeared(may be agent blocked chat for my account? idk), so I wrote on their email and 3 days no answer

Hello Dragon21,

Unfortunately, we must mark this complaint as Unresolved, as we did not hear back from the casino after numerous attempts to reach out to them.

We did our best to assist you.

Thank you for understanding.