RESOLVED: Deceptive practices at SlotsWin Casino

Hello everyone,

I feel compelled to share my troubling experience with SlotsWin Casino to forewarn others about their potentially deceptive practices and ensure that fellow gamers are informed and cautious.

After successfully completing the wagering requirements from my initial deposit, I was pleased to find my account balance at $2681.00. Deciding to withdraw a portion of my winnings, I processed a cashout of $2000, leaving $681 in my account for further play, in good faith and with the intention to continue enjoying the casino's offerings.

Subsequent to my withdrawal, I received explicit encouragement from SlotsWin Casino to utilize my remaining balance. Their communication implied this was real money available for either play or withdrawal. They stated:

"I hope that you are keeping well, and that you’ve had a good week thus far. I am reaching out to you regarding your casino account. I am here to let you know that you’ve got $681.00 available in your live balance that you could turn into your next huge win! We recommend logging in and get spinning! Should you have no luck with your balance you can reach out to our support team to add in some free play for your account!"

However, when I attempted to withdraw my remaining balance, I was informed that per their Terms and Conditions, only one withdrawal is allowed per welcome match bonus, and any funds left post-withdrawal were deemed "null and void." This was contrary to their prior communications and seemingly adjusted Terms and Conditions, which I found to be conveniently altered in close proximity to my dispute.

Upon further investigation, I discovered that the specific rule cited by SlotsWin Casino to justify the removal of my balance was not included in the Terms and Conditions available on their website as of December 31 2023, according to the Web Archive. This rule appears to have been added recently, most probably just before the removal of my balance, indicating a retroactive application of terms to negate my rightful winnings.

This situation is particularly disheartening as it not only involves a significant amount of money ($681) but also exposes a concerning pattern of behavior by SlotsWin Casino. Their actions—encouraging further play with the promise of real money winnings, only to later hide behind retroactively enforced Terms—demonstrate a lack of integrity and fairness.

Despite my efforts to resolve this amicably, providing evidence of their encouragement and questioning the sudden enforcement of these terms, SlotsWin Casino has refused to address the matter justly. It appears they have opted to prioritize misleading policies over customer trust and satisfaction.

Thank you for taking the time to read my account and for any assistance you can offer.

Hello dania,

First of all, welcome to LCB! Glad to have you here. 

We are sorry to hear about your experience at the casino.

Please send us your casino username/id via private message, and we will reach out to the casino representative to inquire about your case.

Thanks.

Hello dania,

Thanks for sharing your casino credentials with us!

We will reach out to a casino representative to inquire about your case asap.

Keep you posted.

Hello dania,

The casino representative has responded, stating they are looking into your case.

Keep you posted as soon as I found out more.

Hello dania,

Upon the casino representative response we have received, we must mark this complaint as Resolved, considering their T&C.

See in full the response we have received:

Upon review, it's clear that the player did receive communication about their live balance while having a pending withdrawal. As we value the winning experience here at SlotsWin, we merely want all our players to always relish in a win, especially with that being the nature in gambling. While we do provide the opportunity for players to continue playing with their accumulated balance upon awaiting the processing of their withdrawals, it's essential for players to familiarize themselves with our Terms and Conditions. The casino does not explicitly state that should the player win further, she will be able to initiate another withdrawal from her accumulated balance. The terms outline the guidelines and procedures governing gameplay, including the handling of winnings and withdrawals. Furthermore, the player was updated on feedback regarding the outcome of her withdrawal audit where it was communicated that her balance was journaled out based on the specific term below.  We still give our players the advantage to spin for the thrill while awaiting the processing of their winnings. However, it's important for players to be aware of the terms they agree to when signing up for an account with us.

The specific term in question, Point 15 under Welcome Package states: “Only one withdrawal is permitted per welcome match bonus. Any winnings left in the live balance, once the withdrawal has been initiated, will be deemed null and void.”, had launched with the brand and has not been changed since. Changing of terms is viewed in a serious light as we understand the importance of transparency and fairness in our relationship with our players. Any modifications to our terms and conditions can have a significant impact on the player experience, and we want to ensure that these changes are communicated clearly and effectively.

We aim to maintain trust and integrity within our community while also adapting to evolving circumstances and needs. Additionally, we recognize the responsibilities associated with updating terms and strive to uphold the highest standards of compliance and accountability.

We sincerely apologize for any inconvenience or confusion this may have caused. Thank you for your understanding and cooperation in this matter. Should you have any further questions or require clarification, please don't hesitate to contact us. Your satisfaction is our priority, and we're here to assist you every step of the way.

Thanks for your understanding.