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slotto.co.uk and removal of my entire balance

Discussion in 'Casino Complaints - Bonus Issues' started by thesea34, Apr 22, 2017.

    Apr 22, 2017
  1. thesea34

    thesea34 Disabled Account (contact Admin)

    Location:
    uk
    So I made my first deposit with Slotto.co.uk part of IPS group. I read t&cs regarding the 100% first deposit bonus e.g. turnover and max bet policy. I deposited £50 and recived a £50 bonus.
    My balance went down to £0.84 and I deposited £100 more, this time with no bonus.

    After playing for 1hour I had a bank roll of £190 so decided to withdraw. When I looked at my account it indicated there was still a bonus on the account which I had to forfit. I assumed this was the 84p so clicked to remove bonus funds but it wiped the whole balance including the £100 second deposit and accosiated winnings.

    I contacted support and they sent the following..
    I understand that I missunderstood that the second deposit I made became 'bonus funds' since I was 34p over the 50p limit for the 1st deposit bonus to be revoked. However nowhere in the terms and conditions does it mention the 50p cut off.

    It was a genuine mistake on my part that I assumed the 1st deposit bonus and wagering was not relevant on the account when I made the second deposit.

    Noone in their right mind would do this to gain a 84p bonus with a £1500 wagering requirment. I would never have deposited a seco d time or revoked the bonus had I realised the whole balance was going to be wiped out.

    I am left £190 down because of a 34p bonus that was not used.

    Is this harsh agressive practice? Should lotto refund me the deposits as a gesture of good wilI? should Ifight against the decision or should I accept it and move on?

    Your take on it would be appreciated?
     
  2. Apr 23, 2017
  3. Naok777

    Naok777 Experienced Member

    Occupation:
    Customer Service
    Location:
    UK
    That is because there is no cut off other than using all the bonus funds which means getting the balance to exactly 0.00.
    The 0.50 is the goodwill gesture they give to prevent problems like the one you are having with them and while it may seem petty to make big deal over the extra 0.34, they do have to draw the line somewhere I'm afraid.

    Couldn't hurt to ask them to do something about forfeiting the £190 by mistake, technically they don't have to give it back in part or whole, but since it was a bonus balance with a remaining WR the chance of a cash out is relatively low anyway, so they may be less reluctant to do something about that.

    Unfortunately if they say no then I'd reckon you will have to chalk it up to an expensive lesson learned.
     
  4. Apr 23, 2017
  5. Jono777

    Jono777 Meister Member CAG mm4 mm1

    Occupation:
    Self- Employeed
    Location:
    Wolverhampton
    IMO a sign of a shit run, money grabbing, advantage taking clip joint.

    Yes it was your mistake but IMO a genuine oversight. If it was my casino, I'd have reinstated your £100 cash balance (2nd deposit) with a clear explanation that this is a "One off / don't do it again" type warning as I believe many accredited casinos here would have done.

    Another example of shit (or should that be don't give a shit) customer service and couldn't care less arse holes.
     
  6. Apr 23, 2017
  7. thesea34

    thesea34 Disabled Account (contact Admin)

    Location:
    uk
    Thanks for your input, the both of you...

    I am going to ask slotto very nicely if they would concider refunding the second deposit given it was a genuine mistake I made.

    Ill post if they do or not. See what they are all about!
     
  8. Apr 23, 2017
  9. paul7388

    paul7388 Meister Member MM

    Occupation:
    not a lot
    Location:
    glasgow scotland
    Never used the casino but i can see why they removed all funds.

    As chat says when you clicked forfeit bonus it removes all bonus funds which in your case was the whole balance.

    From experience ive learned always clear balance totally before making another deposit.

    Even then once you redeposit check balance right away to make sure no wagering is still included. Two of my most used sites are worst for it. Both Ladbrokes and Coral the bonuses should expire once you zero out but quite often you find they have not and you need to get chat to remove old bonuses. Think its something to do with fact they have Playtech casinos.

    But in this case think the casino has no right to keep balance. At worst if they want to stick to fact you still had wagering they should at least return the balance you lost with the remaining wagering left.
     
  10. Apr 24, 2017
  11. thesea34

    thesea34 Disabled Account (contact Admin)

    Location:
    uk
    I emailed very politely to request the second deposit back and received the following...

    I don't know why they say they are pleased this is 'sorted out' for me? I dont regard it as sorted.

    Also I am not sure what 'Once funds have been paid and player we cannot add this retrospectively' meens?

    But it is clear they are not going to offer a gesture of good will despite them stating it was an oversight on my part.

    Hands up, I broke the T&Cs but I think it is bad casino practice that they are not willing to see the circumstances or be more reasonable.

    Thanks again for your comments
     
    Last edited: Apr 24, 2017
  12. Apr 24, 2017
  13. Tirilej

    Tirilej Still a Lady CAG

    Occupation:
    Breathing
    Location:
    Sweden
    They are of course lying. They have no problems at all to give you your last deposit back and let you start over. All it takes is the will to do it.
    All I can suggest is that you give them a link to this thread. Maybe they have something inside of their heads, or they get a sudden feeling of doing the right thing.
    At least you have nothing to lose.
     
  14. Apr 24, 2017
  15. peezo13

    peezo13 Experienced Member PABnonaccred

    Occupation:
    postie
    Location:
    Scotland
    Sorry to hear that. Ridiculous decision from the casino not to refund your second deposit(deposited with no bonus code) or reinstate the balance with all the wagering still to complete when it was a genuine error on your part. I closed all my accounts at the IPS groups after they kept adding new games to the 'excluded list' for playing with a bonus. Raging Rhino 0% Bruce Lee 0% All Net Ents 50% or less. Saying that I have just checked their 'excluded list' and they have made some changes. I take it I wasn't the only person unhappy with all the games they were excluding. The list of excluded games is a lot smaller now

     
  16. Apr 24, 2017
  17. Naok777

    Naok777 Experienced Member

    Occupation:
    Customer Service
    Location:
    UK
    I can understand why they won't reinstate the deposit, after all you played with it long enough to nearly double the balance before realizing something was wrong. Of course there being a reason not to do it doesn't mean they can't, just depends on how far support is allowed to go to maintain Customer satisfaction.

    But at least giving back the balance and WR before the forfeit mistake really shouldn't be a problem.

    I'd keep trying.
     
  18. Apr 24, 2017
  19. thesea34

    thesea34 Disabled Account (contact Admin)

    Location:
    uk
    Thanks again for your replies.

    I get the impression that the last customer support advisor to email was still front line staff giving out standard company policy, despite the different job title.
    As Tirilej said, of course they can refund a deposit or reinstate a bonus, if they can't why are they running a casino? I will try and get the complaint to a manager.

    Just another quick question..... is it really a good move to direct Slotto support to this thread?

    Thanks, N
     
  20. Apr 24, 2017
  21. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    Since they are stonewalling you anyway, it cannot hurt.

    Perhaps they would like to join CM and comment.

    Their failure to behave decently in your case does not speak well for them, perhaps they would like the opportunity to respond.
     
  22. Apr 25, 2017
  23. thesea34

    thesea34 Disabled Account (contact Admin)

    Location:
    uk
    Persistance pays off!

    Casino support emailed to say they were giving back the £190 as a bonus with 7 times playthrough.

    I would have prefered the £100 deposit back but it is decent enough of them.

    Now I just have to see if I can beat the wagering requirment. Doubt it but fingers crossed.

    Thanks for the advice. N
     
  24. Apr 25, 2017
  25. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    7 times is very reasonable amount to wager.

    Try sticking to lower variance slots at not too big of bets and you are most likely to end up with most of it intact.

    Make sure you read and understand all T&Cs so they won't have any reason to void cashout.
     

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