Gslot Support and Complaints Thread

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Dear GSlot representive, 

I follow the rules of LCB and post my complaint here first before I will follow the next steps.  

My Casino Name is : funk2die 

Unfortunately I have a complaint related to the substraction of winnings after I wagered a bonus. 

It is about the promotion of Pink Elefant Free spins. For a minimum deposit of 30,- € I received 50 Freespins with a worth of 1,- € per spins. I upload a screenshot from the terms which was send with the promo mail. The terms of the freespins were:"• Maximum free spins win amount: 150 EUR".  Here is the screenshot of the offer which I sent to the cs as well during the chat. 




My winning amount was 75,- Euro which I had to wagger with 40 X. In total 3000,- €. During the waggering process I made more winnings and I always had my cashable amount of 30,- € in my account which was my deposit for that bonus.
I waggered the bonus and in the end I had a balance of about 1250,-. €. Suddenly I realized that my balance felt down to 182,60 €. I stopped spinning and contacted the support. 
(I will post the complete chat here at the end of the post.)

The main message is that all money which you win during a wagering process belongs to bonus money and everything above 150,- is substracted once you wagered the bonus. This was told me after I was asked to send a screenshot of the offer. Again the wording in your offer was: "Maximum free spins win amount: 150 EUR".  
This is totaly different from "every winnings you made after you activated the bonus belongs to the bonus amount with a maximum winning of 150,-€. "

This terms are nowhere communicated, not in the specific bonus terms, not in the general bonus terms or anywhere else. After I was asked to send a screenshot of the offer, I asked the CS two times where I can read this terms. Here is main part and the the answer, which is not accaptable. Then very quick the chat was closed without any comment. 

Hanna

The sum which you win from free spins is the bonus funds. Bonus funds need to be wagered according to the terms of this bonus. As all this sum is under the one bonus the maximum win from it is 150 EUR. This applies to the whole bonus.

Can you show me where this is written in your terms please and give me a proof?

H

Hanna

Wait a minute please I will check information about it.

H

Hanna

We do not have exactly the same rule. I grabbed information for you and provide you with it.

:-)

Perfect. You confirmed that this rule doesn't exist anywhere or is written for customers but want me to accept it? Does I got that right ?

vor 7 Minuten, gelesen

H

Hanna
It is sum up of our several rules.

Chris Truman
Please rate the level of operator's assistance. Thank You!
https://gslot.omnidesk.ru/rating/liTILWgsCxu0y3h32zqCTs3syR+HDQYcZ0sgVFSV

To be honest it is very hard to believe that this should be the final answer from the casino side. It it's obviuosly that the rules in that way doesn't exist and you fraud customers with such behaviour. I have everything recorded to this case, didn't made a mistake or a violation during the whole process. It took me at least now almost two hours in the chat to receive this answer. Nothing against Hanna, she made a god job and the fault was not on her side. But to grab information from all other rules together and create a complete different term from that? 
You even expect from your cutomers that they could have known a term which is created from other terms, even a term which is simmilar is doesn't exist anywhere in your general casino and bonus terms? 


So here are my points:

1. The terms for the bonus were not communicated like that and nowwhere in your rules exists a term like that. How can it be, that you change the terms like you want it afterwards? 

2. It is clearly communicated in the terms of this bonus that the winnings of the freespins may not be more than 150,- €. My winnings were 75,- €. 

3. Last but not least. It is confirmed from your casino that terms like described from Hanna doesn't exist but still you want me to accept them ? I would like to give you a chance to close this case gently if you transfer the money back to my account. I will not accept the fact that you took my money. 

Best regards 
Andreas 




Here is the complete chat with Hanna, which took me almost two hours: 

Hanna

ist beigetreten

H

Hanna

Hello, my name is Hanna.

Hello Hanna. Hopefully I wrote the question the right way to realize the problem I have.

H

Hanna

Wait a minute please I will check information about it.

H

Hanna

As the maximum amount is 150 EUR the sum was subtracted at the end of wagering of your bonus.

I understand, and this is the point. This has nothing to do with the winnings of the freespins

Otherwise the terms make no sense as well as the fact that I had cashable money as well. So this is clearly something different and not written in the terms like that.

Again, the winnings from the freespins should not be more than 150,- Euro . What you did now is to subtract money which not belong to the freespins money.

H

Hanna

Thank you for cooperation. Wait a minute please I will check information about it.

H

Hanna

As we can see the amount was subtracted correctly. This take into account the whole sum of wagering of free spins.

This is not written like that in the bonus terms with a word. Could you please escalate that case. This behaviour is not acceptable, sorry.

H

Hanna

It was subtracted when you finished playing your bonus. As in the terms stated that the maximum win is 150 EUR it was subtracted to 150 EUR.

No, sorry. That is still wrong. The terms say that the maximum winnings of THE FREESPINS is 150,-€.  How can a sum of wagering can be the same. It could also be that I made the winnings from my cashable money.

So, I will contact the LCB Team in this case now if you're management still wants to act like that.

H

Hanna

Wait a minute please I will check information about it.

Please read number 13 of your general bonus terms :

"13. The winnings obtained by using bonuses can be withdrawn once all the wagering requirements have been met."

and "19. When playing with the bonus, bets are firstly placed on real money, and then using the bonus.

As you can see I still have the real money in my account, so this is a proof that I made the winnings with it!!

Another fact. I played Royal Masquerade Slot, which should not be possible with bonus money! So all this thins are a proof that you made a mistake.

And even in your general bonus terms there is not a word about this kind of process and the money which is used for waggering will be substracted after all. This is clearly also a violation against the rules of MGA.

H

Hanna

Thank you for providing us with this information. Wait a minute please I will check information about it.

H

Hanna

Systematically winning from the bonus cannot be higher than 150 EUR. You can apply to the rule number 13 and withdraw your winning. According to the rule 19 everything is correct. You have your winning and your deposit on account.

No because my winning was more and this terms belongs only to the winnings which were made from the freespins. Anyway, I don't think we will find a solution here Hanna. Thanks for taking your time. Hopefully the Casino representive will find a solution as it is still clear that you made a violation against the terms.

H

Hanna

The term apply to all winning from bonus. If you have any additional questions about it feel free to ask.

Feel free to contact us whenever you have a problem or question. We are available round the clock.

Please show me the term Hanna where this is written and the whole case is closed. Less work for us all.

Only to write that the term apply to all winning from bonus after the bonus was wagerd is not enough.  You know if I made a mistake it should be very easy to proof that.

H

Hanna

Could you please provide me with screenshot of this offer?

sure, one moment

H

Hanna

Thank you.

"Free spins win amount 150 EUR"

H

Hanna

Thank you.

H

Hanna

The sum which you win from free spins is the bonus funds. Bonus funds need to be wagered according to the terms of this bonus. As all this sum is under the one bonus the maximum win from it is 150 EUR. This applies to the whole bonus.

Can you show me where this is written in your terms please and give me a proof?

H

Hanna

Wait a minute please I will check information about it.

H

Hanna

We do not have exactly the same rule. I grabbed information for you and provide you with it.

:-)

Perfect. You confirmed that this rule doesn't exist anywhere or is written for customers but want me to accept it? Does I got that right ?

vor 7 Minuten, gelesen

H

Hanna

It is sum up of our several rules.

CT

Chris Truman

Please rate the level of operator's assistance. Thank You!

https://gslot.omnidesk.ru/rating/liTILWgsCxu0y3h32zqCTs3syR+HDQYcZ0sgVFSV

Hell Andreas Kröll,

The Casino Representative has been notified. Please keep an eye on this thread for updates.

Dear LCB and Andreas Kröll,

We would like to elaborate on this case, as we believe player`s claims are not entirely true.

Firstly, we want to draw your attention to the fact that the player points out that the maximum free spins win amount is 150 EUR. All terms and conditions of the bonus are indicated in the offer. So, as it was indicted in the terms of the bonus after fulfilling all the wagering requirements the max win amount from the free spins cannot exceed 150 EUR. The win sum was successfully issued to the player account according to the bonus terms and conditions in the sum of 150 EUR.

Furthermore, the support manager has informed the player about all terms and conditions of the bonus in live chat and explained the situation in details.

Summing up all the details, a conclusion can be made that the player's review is biased and subjective.

In case of any additional questions feel free to contact our support team - we work 24/7 and will be more than happy to help you.

Dear G-Slot Team, 

thanks a lot for your fast reply. 

Unfortunately I still have questions which I try to ask in a better way now.

1.) You wrote: " So, as it was indicted in the terms of the bonus after fulfilling all the wagering requirements the max win amount from the free spins cannot exceed 150 EUR". 
As you might know the freespins were for the Slot "Pink Elephant." 
But the winning I am talking about was made on the Slot "Divine Fortune Megaways." I attach you a screenshot with the main winning.  Unfortunately I can't post a screenshot from my account balance history, because G-Slot only offers that for the last 50 rounds without showing balances. But I am pretty sure that you have more ways to check this. 

2.) You wrote: "All terms and conditions of the bonus are indicated in the offer." 
You can see in the screenshot the terms of the bonus. I don't see anything written that my winnings in general will be deleted. Again the maximum winnings of 150,- € are related to the freespins of the offer but as you know now, my winnings don't belong to the freespins. 

3. You wrote: "Furthermore, the support manager has informed the player about all terms and conditions of the bonus in live chat and explained the situation in details."
Please have a look by yourself how detailed I was informed about all terms and conditions. In my opinion it should be no problem to show a customer the term to clear a missunderstanding or if he doesn't read the terms. 




4.) You wrote: " ...as we believe player`s claims are not entirely true." Could you gor more in detail please what is not true in my claim? 

5.) I just can repeat my message from the chat. I wouldn't say a word and close the case immidiately if you show me that all winnings in general after the freespins are activated will be deleted.

I only can find a simmilar rule which belongs to No.1 of your general terms:

"General terms
1. Unless stated otherwise, the maximum withdrawal limit on free spins is: EUR 50 / USD 50 / CAD 75 / NOK 500 / PLN 200 / NZD 75 / ZAR 800, JPY 6,000, not counting the deposit amount. Remaining balance will be writen-off in favour of the Casino. In order to withdraw your winnings obtained from a no deposit bonus, which is given upon registration, it is necessary to make at least one valid deposit." 

Same question here. Where in the terms it is written that everything turns into bonus money when the wording in your terms is about the withdrawal limit on free spins? 

6.) Please respect that I prefer to discuss this case in public as I need to proof  now that I say the truth. Thanks for your understanding. 

With the kindest regards and a big thankyou for your willing to solve this case. 
Andi 

Hello Andreas Kröll,

The Casino Representative has been notified. Please keep an eye on this thread for updates.

Dear LCB and Andreas Kröll,

Here are some details about this case. We hope that will shed light on the situation.

Firstly, we want to draw your attention to the fact that it is indicated that the maximum win amount cannot exceed 150 EUR from free spins, not from a certain slot, but from slots you have played with an active bonus PINK50. Any winnings greater than the applied amount, including winnings subsequently won from with that money even after any deposit, will be automatically subtracted from your account.

Secondly, these requirements are stipulations which state that you must wager a certain amount of money before you can withdraw the bonus or collect any winnings you derive from it.

Since free spins don't come with a cash amount, the multiplier applies only to the winnings you receive from the free spins. This means that the funds gained from the PINK50 belongs to the overall free spins part. Following this the maximum free spins win amount is 150 EUR.

We hope that we have described this situation in all details. We are totally sorry for inconveniences caused. May good luck and fortune always be on your side!

In case of any additional questions feel free to contact our support team - we work 24/7 and will be more than happy to help you.

Dear GSlot and LCB Team, 

please accept my appologies. In that case it was my fault of missunderstanding your rules which seems to be communicated. Maybe you can understand that I acted like that when you made a winning of more than 1000,.- € with a 0,30 € spin :-). 
Again I have to excuse myself if I was blaiming you and thank Sydney from LCB for her great support and explanation. 

Wishing you all the best for you and your team. 

Kindest regards 

Andreas 

Dear Andreas Kröll,

No worries. We are totally understood the situation you have faced.

Also, we are sorry for the inconveniences caused. We wish you only big winnings. May good luck and fortune always be on your side! 

In case of any additional questions feel free to contact our support team - we work 24/7 and will be more than happy to help you.