Resolved Frustrated!!! (Slotocash)

[Pursey]

Final update. I'm progressing this to a PAB due to the new development. I've been told I'm now permanently excluded from bonuses and they refuse to provide a reason why. I said that I was just told on the phone that the issue was fixed and I could claim the bonus. They refused to comment on this and linked me the terms and conditions repeatedly. I ended the Live Chat since it wasn't progressing. Of note though:

"Victor: It was a Security Department decision, regarding the deposits and withdrawal "

Since I've only made one prior deposit and withdrawal, it would seem indeed they wont give me further bonuses because I got lucky on the first one.

Not going to update for a bit from here, I'll reply to general stuff but provide no new information til I've heard back on the PAB/From Slotocash again.

(Note: Purpose of the PAB is to review their accredited status, more than anything)

 

[Nifty29]

Final update. I'm progressing this to a PAB due to the new development. I've been told I'm now permanently excluded from bonuses and they refuse to provide a reason why. I said that I was just told on the phone that the issue was fixed and I could claim the bonus. They refused to comment on this and linked me the terms and conditions repeatedly. I ended the Live Chat since it wasn't progressing. Of note though:

"Victor: It was a Security Department decision, regarding the deposits and withdrawal "

Since I've only made one prior deposit and withdrawal, it would seem indeed they wont give me further bonuses because I got lucky on the first one.

Not going to update for a bit from here, I'll reply to general stuff but provide no new information til I've heard back on the PAB/From Slotocash again.

(Note: Purpose of the PAB is to review their accredited status, more than anything)

IMO you're wasting your time.

As Bryan has stated on several occasions, casinos have the right to decide to whom they grant promotions. End of story.

You're not entitled to a reason. I am almost certain their accredited status will not be affected by your PAB, as they have done nothing wrong per se.

Just vote with your feet and your wallet.

Also, which of their own terms have they "not adhered to" exactly?

I think it is interesting that you have had "several disagreements" with several casinos. I wouldn't say that is normal FWIW.

 

[Sloto]

From what I understand from your posts and pm's to myself, you are filing a PAB based on the service you received from our customer support and the information they provided. You allowed me less than 1 hour to handle this issue from first reading your post, so I will await details of your PAB before responding and in the meantime if you would like me to refund your deposit to the same method used to withdraw let me know by PM.

Ms Sloto

 

[The Viking]

This just look plain silly to me, your doing a PAB because your bonus banned ? If so then i can PAB and hundred if not thousand other could do so as well
ive been bonus banned at Slotocash for 2 years,and like you never got a reason why, but i still play there, only Rival though,because of there fast cashout although its getting slower lately found it a bit silly they never gave me a chance on RTG with bonus so didnt bother going there
but would i PAB ? nahhh

 

[KasinoKing]

I can see pursey's point of view - it's not so much that he's bonus banned - it's more about a broken "promise".

Personally I think Sloto's bonus banning policy is crazy!
I used to play at their Rival casino a lot - but because I got lucky and won off a few bonuses I was bonus banned back in 2010 (in fact, it might have been due to winning at a DIFFERENT Rival - because my logs show I bust out with my last bonus at Sloto).
Because of that I just stopped playing there & went to other casinos instead.
To me that is crazy (for their business) because if I never play there again, the casino has NO chance to win back their money from me!

KK

 

[Nifty29]

I can see pursey's point of view - it's not so much that he's bonus banned - it's more about a broken "promise".

Personally I think Sloto's bonus banning policy is crazy!
I used to play at their Rival casino a lot - but because I got lucky and won off a few bonuses I was bonus banned back in 2010 (in fact, it might have been due to winning at a DIFFERENT Rival - because my logs show I bust out with my last bonus at Sloto).
Because of that I just stopped playing there & went to other casinos instead.
To me that is crazy (for their business) because if I never play there again, the casino has NO chance to win back their money from me!

KK

Yes, I agree their bonus banning policy is ridiculous, which is why I have ceased playing there now. I even went as far as to deposit a substantial amount bonus free to show my loyalty/intention I.e. that I'm not a bonus abuser, and got a "NO SOUP FOR YOU!!" type reply. If a dozen deposits without bonus or cashout isn't proof I'm a genuine player then I don't know what is.

You're so right. If I'm ahead over 4 years, which seems to be the case, then they'll never see that money again. I mean, its not like the promos are amazing and player-friendly and everyone can consistently beat them, so I just don't know what kind of logic they operate on.

However, they have the right to do it, and exercising that right does not and should not affect their accreditation IMO.

Just do what many of us have done and play elsewhere.


P.S. The rep here is very good and the above is no reflection upon her personally.

 

[Pursey]

Just to clarify, I'm not wanting to receive my bonus. I accept it's in their terms. My issue is that the total sum of their behaviour in my opinion isn't befitting that of an Accredited Casino.

RE: The comment on several disagreements with other casinos, I'm referring to any issue in which I didn't agree 100% with over many many years of playing. Ranging from a Rogue Mob several years ago where I cut my losses and subsequently found this site and became more educated, up to simple things like 32red issuing me a $20 bonus instead of a $25 bonus due to a system issue and initially deciding it was the correct figure and I'd only receive $20 (I emailed the manager, received the other $5 and they acknowledged it was incorrect. Kudos to them for fixing it). I'm not suggesting I've had large scale wars with every casino or anything

 

[maxd]

... My issue is that the total sum of their behaviour in my opinion isn't befitting that of an Accredited Casino.

FYI, that's not what the PAB process is for, though I do appreciate that it is a way for you to bring the details of your grievance to our attention. I'll pass your PAB along to Bryan for him to consider -- only he can make the kind of decision you are looking for -- but I'm afraid there's nothing I personally can do for you on this.

Also, our position is that casinos are free to bonus ban whomever they like whenever they like as they see fit, assuming that outstanding balance and withdrawal issues are not affected. Of course that's no reason to abuse a player via Customer Service.

Per Ms. Sloto's request I will forward her the PAB details.

 

[Pursey]

FYI, that's not what the PAB process is for, though I do appreciate that it is a way for you to bring the details of your grievance to our attention. I'll pass your PAB along to Bryan for him to consider -- only he can make the kind of decision you are looking for -- but I'm afraid there's nothing I personally can do for you on this.

Also, our position is that casinos are free to bonus ban whomever they like whenever they like as they see fit, assuming that outstanding balance and withdrawal issues are not affected. Of course that's no reason to abuse a player via Customer Service.

Thanks Max, I did read the FAQ in full before I submitted, it seemed the most suitable method. I appreciate your reply, I'm OK with that course of action.

Yes, I do understand the bonus ban issue - I have to cop that sweet basically. My concern was the general behavior which I see you're passing on to Bryan. Thanks again.

 

[chuchu59]

From what I understand from your posts and pm's to myself, you are filing a PAB based on the service you received from our customer support and the information they provided. You allowed me less than 1 hour to handle this issue from first reading your post, so I will await details of your PAB before responding and in the meantime if you would like me to refund your deposit to the same method used to withdraw let me know by PM.

Ms Sloto

Ms Sloto,

Slotocash and DN have been successful since migrating to RTG for 2 main reasons as I see it, one being their prompt payments (including flushing of w/ds) and the colourful bonuses and that is why players are flocking to you people and affecting CW and to a lesser extent the JC Group. The banning of bonuses come as a heavy blow to players who only feel that they can win with bonuses when this isnt always true. RTG is notorious for high variance slots and if no bonuses are taken balances are whittled down quickly without much playtime. Players will also feel shocked and unwanted so I suggest you lessen the impact by allowing the 'bonus-banned' players eligible for smaller bonuses eg 40% or 50% only or matching the bonuses up to say $100 only. The bonuses cant be easily beaten anyway and you can still keep players happy. Instead of simply classifying them as 'bonus-eligible' or 'bonus ineligible' there could be some middle ground.

 

[Pursey]

Just an update here:

Slotocash has bonus banned me. No explanation, though they indicated it was simply because I cashed out ~$1700 from a $40 deposit and magically cleared their unclearable bonus.

I have been paid for all of my withdrawals and as a goodwill gesture they actually refunded my deposits. However, I'm still stunned they'd bonus ban someone who has only played there once and only played slots!

Either way, reasonably good resolution and I'll happily move along and play somewhere which isn't unreasonable Long live 32red and Intercasino.

Pity they never saw my 32red balance sheet and lost their chance to have a slice of the pie!

 

[Nifty29]

Just an update here:

Slotocash has bonus banned me. No explanation, though they indicated it was simply because I cashed out ~$1700 from a $40 deposit and magically cleared their unclearable bonus.

I have been paid for all of my withdrawals and as a goodwill gesture they actually refunded my deposits. However, I'm still stunned they'd bonus ban someone who has only played there once and only played slots!

Either way, reasonably good resolution and I'll happily move along and play somewhere which isn't unreasonable Long live 32red and Intercasino.

Pity they never saw my 32red balance sheet and lost their chance to have a slice of the pie!

I'm confused.

Why are they refunding all your "deposits" when you "only played there once"? Did they say the refund was a goodwill gesture? If so, look out for hundreds of players complaining about bonus banning and/or the tone of CS and asking for refunds using you as an example. It's an odd choice of gesture IMO.

 

[Seventh777]

Weird to be bonus banned due to a deposit bonus and not a NDB , what Nifty said...............

Why are they refunding all your "deposits" when you "only played there once"?

Strange outcome indeed.

 

[Pursey]

I'm confused.

Why are they refunding all your "deposits" when you "only played there once"? Did they say the refund was a goodwill gesture? If so, look out for hundreds of players complaining about bonus banning and/or the tone of CS and asking for refunds using you as an example. It's an odd choice of gesture IMO.

There was an initial deposit plus a deposit for when I was going back to play the second time and found I was bonus banned.

The language used was fairly straightforward: We'll refund your deposits to Skrill. I didn't ask to be refunded, it was done voluntarily.

No idea why they made the choice they did, but I'm satisfied with the resolution. I wanted to re-post in the thread to show there was a resolution so it wasn't sitting in Google Searches without any progress/result.