slotto.co.uk and removal of my entire balance

thesea34

Disabled Account (contact Admin)
Joined
Apr 10, 2017
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..
[Draft]This message hasn't been sent.


To:

Slotto (support@slotto.co.uk);



Michael*(Slotto)

Apr 22, 15:33 BST

Hello xxxxc

Thank you for your patience while we investigated your query on Slotto.

Our specialist team have ran a full transaction report regarding your balance.

The report has shown that your balance was £0.84 at the time of your £100 deposit. Due to this, your first deposit bonus was still active on your account.

For a bonus to automatically revoke, your balance must drop below £0.50. Unfortunately, as your balance was £0.84 your bonus was still active and your new deposit was attached to the wagering requirement.

The following warning is displayed when a bonus is cancelled or you withdraw with an active bonus: By cancelling the promotion, you will clear all of the funds in your bonus balance and cancel the wagering requirements associated with this promotion. You will then be free to claim any other promotion on offer. Are you sure you wish to cancel this promotion?

You ignored this and therefore cancelled your bonus funds.

When you have an active bonus, all cash funds are used before your bonus funds. The winnings from these cash stakes will go into your bonus balance until the wagering requirement has been met. For your reference, here is an extract from our terms and conditions:

16.4 Your Account will have a bonus balance containing bonus money (if any) that is kept separate from your cash balance (your "Bonus Balance" and "Cash Balance", respectively). Your Bonus Balance may never be withdrawn. When you have an active bonus, all winnings will be added to your Bonus Balance. On placing a bet the money is firstly subtracted from the cash balance, unless it is zero, upon which it will be taken from the bonus balance. Any winnings from a cash bet while a bonus is active will be paid into the bonus balance until the wagering requirement is met. Once the relevant Wagering Requirements have been met, the amount in the Bonus Balance linked to an active bonus will be transferred to your Cash Balance which is then available for withdrawal.

Due to this, at the time you cancelled your bonuses your balance consisted of only bonus funds.

I am afraid we are unable to reinstate these funds once your bonus has been cancelled.

For your reference, I have attached a copy of our transaction report.
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?
 

Naok777

Experienced Member
Joined
Jun 11, 2015
Location
UK
However nowhere in the terms and conditions does it mention the 50p cut off.
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.
 

Jono777

Meister Member
CAG
mm1
mm4
Joined
May 13, 2014
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.
 

thesea34

Disabled Account (contact Admin)
Joined
Apr 10, 2017
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!
 

paul7388

Meister Member
MM
Joined
Jan 8, 2014
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.
 

thesea34

Disabled Account (contact Admin)
Joined
Apr 10, 2017
Location
uk
I emailed very politely to request the second deposit back and received the following...

Thank you for your recent email regarding your bonus.

We appreciate your feedback and are pleased that this has been cleared up for you.

I understand that this was an oversight, however we are unable to refund the second deposit to your account I am afraid.

Once funds have been paid and player we cannot add this retrospectively.

I am sorry for any disappointment caused by this.

If we can help you any further in the future please contact us via live chat between 8am - 12am and we will be happy to help you. Alternatively you can email us anytime.
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:

Tirilej

Still a Lady
CAG
MM
Joined
Apr 18, 2009
Location
Sweden
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
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.
 

peezo13

Full Member
PABnonaccred
Joined
Jan 3, 2012
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

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
 

Naok777

Experienced Member
Joined
Jun 11, 2015
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.
 

thesea34

Disabled Account (contact Admin)
Joined
Apr 10, 2017
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
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
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.
 

thesea34

Disabled Account (contact Admin)
Joined
Apr 10, 2017
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
 

Jasminebed

Game old gal
Joined
Mar 13, 2008
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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