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Good evening, while attempting to withdraw 279€ from a winning balance of 820€, where I had already made a withdrawal of 220€ yesterday, my withdrawal was canceled and a new one was created. It was marked as complete but it never credited to my account and it was not initiated by me.

Boa noite, ao tentar levantar 279€ de saldo de um ganho de 820€, onde ja tinha efetuado ontem um levantamento de 220€, o meu levantamento foi cancelado e feito um novo que foi dado como completo mas não entrou na minha conta nem fui eu que o fiz.

Dear rfpacheco,

Thank you very much for submitting your complaint. I'm sorry to hear about the issue you've encountered with your withdrawal from the online casino.

To assist you further, could you please provide some additional information? Specifically, we would like to understand:

• Can you clarify the exact timeline of events surrounding the cancellation and recreation of your withdrawal? Include dates and times if possible.
• Have you contacted the casino's customer support regarding this matter, and if so, what response did you receive?
• Were your winnings accumulated with or without an active bonus?
• Do you have any screenshots or emails related to the withdrawal process that could help us understand the situation better? If yes, you can forward them to petronela.k@casino.guru.

Your cooperation in providing these details will help us investigate and work towards a resolution.

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

Best regards,

Petronela

Hello, good evening, I will send attached a printout of the casino account chronology of deposits and withdrawals.

I explained the situation to the casino support and they said that the money was sent to my account (impossible as I never requested this withdrawal and never canceled it).

The winnings were made in part from a bonus that I had active in the account, a bonus that was won with a deposit that I made and that I used, 50x, and managed to transfer it to a real balance, (a total of €820).

Yes, I am attaching the prints I have.

Olá, boa noite, vou enviar em anexo o print da cronologia da conta do casino de depósitos e levantamentos.

Expliquei a situação ao suporte do casino e eles disseram que o dinheiro foi enviado para a minha conta (impossível pois eu nunca pedi esse levantamento e nunca cancelei o que estava).

Os ganhos foram feitos em parte de um bonus que tinha ativo na conta, bonus esse que foi ganho com um deposito que fiz e que rodei, 50x, e consegui passar para saldo real, (um total de 820€).

Sim, envio em anexo os prints que tenho.

I would also add that the clause they invoked, 7.16, is intended for no deposit bonuses, which was not the case.

The money was in real balance and was withdrawn without any type of warning or basis.

Acrescento ainda que a clausula que eles invocaram, 7.16, destina-se a bonus sem deposito, que não foi o caso.

O dinheiro estava em saldo real e foi retirado sem qualquer tipo de aviso ou fundamento.

Hi rfpacheco,

• I'm sorry but the forwarded screenshots of the communication are too blurred. Could you please send them in better quality to petronela.k@casino.guru?

Thank you in advance.

Good afternoon, I have already sent the photos to your email.

Boa tarde, ja enviei as fotos para o email.

Hi rfpacheco,

Thank you for your email and forwarded communication.

• Could you please clarify which exact bonus you have redeemed and played? You can forward its link or post a screenshot when replying.

Looking forward to hearing from you.

It was the crab win, which becomes available after depositing at least €10.

slotspalace1.com/en/crab?crabType=cash-crab

this one.

Foi o crab win, que fica disponível depois de depositar pelo menos 10€.

slotspalace1.com/en/crab?crabType=cash-crab

esse aí.

Thank you very much, rfpacheco, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Ok, thanks in advance for your attention.

Ok, obrigado desde ja pela atenção disponibilizada.

Hello rfpacheco,

I'm Michal and I have taken over your complaint. I have reviewed your case and have found these rules for the Bonus Crab

I will still contact the casino to shed more light on this.

We would like to invite SlotsPalace Casino to join the conversation.

Dear SlotsPalace Casino,

Can you please provide us more details about the player's firstly canceled and later resubmitted withdrawal request that was supposedly not initiated by the player?

In any case, they did not invoke this clause and I had already made a withdrawal because my balance was real money and not a bonus.

If so, I think it's completely unfair, because to run a no deposit bonus it's 40x and in this case it's 50x and the customer still has to make a deposit, unfair.

What's more, can you withdraw my entire real balance without any warning? This is unfair to customers.

De qualquer das maneiras, eles não invocaram essa clausula e eu ja tinha feito um levamento pois o meu saldo era dinheiro real e não bonus.

Se assim for acho completamente injusto, pois para rodar um bonus sem deposito são 40x e nesse caso são 50x e o cliente ainda tem de fazer um deposito, injusto.

E mais, retira o meu saldo real todo sem nenhum aviso? Isso é desleal para os clientes.

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.

I think the answer is there for all to see...

This is how customers are deceived.

Acho que a resposta está a vista de todos...

Assim se engana os clientes.

Dear all,

We apologize for the delayed reply.

Upon checking, we see that the bonus amount credited to the customer was 20 EUR.

As Michal correctly pointed out, the maximum withdrawable amount from this bonus cannot exceed x5 of the initial bonus amount, which would be equal to 100 EUR. Given that the customer has withdrawn more than the indicated amount, the active withdrawal was canceled, and the remaining balance was deducted.

Due to the technical specifics of our system, the deductions from the balance are displayed in the balance history as withdrawals, which was the case with the deduction of 469,05 EUR. 

We hope this helps clarify the situation for you.

Best regards,

Slotspalace administration

So how did the real balance change and I managed to withdraw 200 before and what €? Regardless of the case, what you did was unfair and only serves to deceive players, how is it that for a no deposit bonus 'only' you need to spin 40x and for a deposit bonus it has to be 50x and they still withdraw the funds because they think that they are paying too much.

Not one cent more, which is the same for you, or not, since you are crying over a payment of €400.

Então como passou a saldo real e eu consegui levantar antes 200 e que €? Independentemente do caso, o que vocês fizeram foi injusto e só serve para enganar os jogadores, como é que para um bonus sem deposito 'só' é preciso rodar 40x e num bonus com deposito tem de ser 50x e ainda retiram os fundos porque acham que estão a pagar demais.

Nem mais um cêntimo, coisa que para vocês é igual, ou não, uma vez que estão a chorar um pagamento de 400€.

Thank you for the response, Slotspalace team.

Dear rfpacheco,

I understand that from a user experience point of view, the situation is not optimal, however, you were able to withdraw much more than you actually were entitled to. If the casino system had functioned correctly, the maximum winnings from the Bonus Crab would have been capped at €100 after completing the bonus wagering.

Given that the casino system allowed a withdrawal of €200, it appears you didn't incur any losses. Instead, you received more than you were supposed to. It's important to carefully read the terms and conditions of every bonus before claiming it to avoid future disappointments. If you disagree with or don't like any terms of a particular bonus, you have the choice not to claim it. Claiming a bonus is entirely up to you.

Although I understand your less-than-ideal user experience after gathering all the information, the casino team acted in accordance with their rules, and the deduction of €469,05 was justified.

Is there anything else I can assist you with, or can we consider the situation clarified/resolved?

I understand and I know that at some point I'm not right, the rules could be just a little more favorable for the players in this case.

In any case, I thank you for your time and help.

Compliments.

Eu entendo e sei que em certo ponto não tenho razão, as regras poderiam ser apenas um pouco mais favoráveis para os jogadores neste caso.

De qualquer das formas agradeço o vosso tempo e ajuda prestados.

Cumprimentos.

Dear rfpacheco,

Thank you for your understanding. As I mentioned, I recommend carefully reading the terms and conditions of every bonus before claiming it to avoid future disappointments.

Is there anything else I can assist you with, or can we close this case as clarified/resolved?

Yes, they can close.

Sim, podem encerrar.

Dear rfpacheco,

Thank you for the confirmation.

As the complainant confirmed, we consider this complaint to have been successfully clarified/resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation. Please do not hesitate to contact us if you encounter any problems with this or any other casino in the future. We are here to help you.

As you know, we do not charge for our services, nor do we accept any gratuities. However, we would 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 and any suggestions you may have to improve our complaint resolution and mediation process would be greatly appreciated. Your feedback could prove helpful to others who are considering contacting us about any online casino-related issues.

Thank you in advance for your time. 

Best regards,

Michal

Casino Guru