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I played slots at slotella casino. While playing, the freespin feature was activated and I won 165,160 Turkish Liras. According to Slotella casino rules, the maximum winnings in 1 freespin is 100,000 Turkish Liras. But I won 165,160 Turkish Liras in a total of 10 freespins. 62,370 Turkish Liras was deleted from my account even though I did not make any illegal transactions. The screenshot and game replay link are attached. https://fan.nolimitcity.com/replay/kukobabuzedudanogoseneibuderorui

Hello gurkanselamoglu,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slotella Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Where it is stated that you can win only 100 000TL? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

The casino did not request to verify my account. Slot winnings were not deleted due to account verification. The rule is written in this link https://slotella77.com/promotions-detail/499. I last spoke to the casino 3-4 days ago. The issue I talked about is that a member can win a maximum of 100,000 Turkish Liras in 1 spin. You can win 100,000 Turkish Liras in 1 spin, winnings above will be deleted. But as seen in the game replay link, I won 195,000 Turkish Liras in 10 spins.

Hello gurkanselamoglu,

How exactly did you receive those free spins, were they triggered by a real money spin?

The free spins were triggered by a real money spin. I did not play slots with bonus money.

Hello gurkanselamoglu and thank you for all the information provided. I will now forward your complaint to my colleague Peter (peter.m@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi gurkanselamoglu,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Slotella Casino to join the conversation and contribute to the resolution of this complaint.

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.

Hi gurkanselamoglu,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao eGaming Authority (https://casino.guru/licensing-authorities/curacao-license-1) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (peter.m@casino.guru). I am sorry I could not be of more help on this occasion.

Best regards,

Peter