Slottica Casino - Výhry hráče byly zabaveny.

I CANNOT WITHDRAW THE MONEY, AFTER SENDING ALL THE DATA TO VERIFY THAT I WAS THE ONE THAT MADE THE INCOME, THEY TELL ME TODAY THAT ACCORDING TO ARTICLE 4.4 AND CANNOT BE RETURNED TO SPAIN, THAT IS, TO SOME COUNTRIES, THAT I CAN ONLY TAKE € 150 AS COMPENSATION, WHEN I HAVE TO WITHDRAW WITH € 659

NO PUEDO RETIRAR EL DINERO, DESPUES DE ENVIAR TODO LOS DATOS PARA QUE COMPROBASEN QUE ERA YO EL QUE HIZO LOS INGRESOS, ME COMENTAN HOY QUE SEGUN EL ARTICULO 4.4 Y POR PERTENECER A ESPAÑA NO ME LO PUEDEN DEVOLVER, ES DECIR, A CIERTOS PAISES, QUE SOLAMENTE PUEDO SACAR 150 € COMO COMPENSACION, CUANDO LO QUE TENGO QUE RETIRAR CON 659 €

Dear Rafael,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the terms and conditions, and this is what I found:

"The Company does not allow to create an account and deposit money to the citizens from the following countries: United States, Spain, Ukraine, France, Netherlands and Italy. This list can be updated by the Company without prior notice any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdraws from blocked accounts in accordance with unilateral provisions."

I would like to emphasize two important facts from our Fair Gambling Codex:  

https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

"For a casino to be classified as a 'fair casino' or a 'fair and safe casino' by our review team, it must not allow players from restricted countries to create an account and play. The check for restricted countries must be done during the account-creation process."

https://casino.guru/fair-gambling-codex-for-casinos#restricted-bonuses

"For a casino to be classified as a 'fair casino' or a 'fair and safe casino' by our review team, it should not allow players to receive a bonus that is not meant to be received by them because of country restrictions."

"To summarize: Casinos should only give bonuses to players who are allowed to get them according to the Bonus T&Cs. And if the casino makes the mistake of granting a bonus to a player who shouldn't have received it, the casino shouldn't take it away from them. Instead, the casino should accept that it was their mistake and pay out the winnings to the player."

Rafael, I would like to ask you to confirm, that you haven’t used a VPN (Virtual Private Network) to alter your location, when opening the account. Your confirmation is essential for this case and I’m not asking this to get you in trouble, I’m just trying to understand how the casino handles its own rules. Lastly, please advise if you have accepted the compensation. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Dear Rafael,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Good evening, At no time have I used anything to change my location, I live in Spain and I did it from where I live, at no time was I informed that because I am Spanish I could not collect anything afterwards. Regarding the compensation, I could not get it either, they accepted the withdrawal, so they asked me to put money back and make 3 spins to the roulette, I don't know what, so neither the € 659 nor the € 150 compensation that they told me and what I have in the conversation. Quite a mess.

Buenas noches, En ningunmomento he utilizado nada para cambiar de ubicación, yo vivo en España y así lo hice desde donde vivo, en ningun momento me informaron que por ser español no podia cobrar nada despues. Respecto a la compensación tampoco he podido sacarla, me aceptaron la retirada, así que me pidieron que metiera dinero de nuevo y diera 3 giros a la ruleta de no se que, asi que ni los 659 € ni los 150 € de compensación que me comentaron y que tengo en la conversación. Todo un desastre.

Thank you very much Rafael for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Thank you very much for your attention Petronela.

Muchas gracias por tu atención Petronela.

Hello Rafael.

I am very sorry to hear about your troubles. To be able to understand what happened, could you please forward me your conversation with the casino? Use my email matej@casino.guru. Be sure you involve the mentioned email where casino sent you instructions ("put money back and make three spins on roulette").

Thanks.

Dear RAFAEL,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Good Morning,

I hope to send you what you request this afternoon / evening when I get home.

Thank you so much for everything.

Buenos días,

Espero mandarle lo que me solicita esta tarde/noche cuando llegue a casa.

Muchas gracias por todo.

PLEASE FACILITATE ME AN EMAIL TO SEND YOU THE CONVERSATION?

I HAVE IT IN A DOCUMENT COPIED.

POR FAVOR, ME FACILITA UN EMAIL PARA ENVIARLE LA CONVERSACION ??

LA TENGO EN UN DOCUMENTO COPIADA.

Please use matej@casino.guru

Thanks.

SENDED RIGHT NOW TO THE EMAIL matej@casino.guru WHICH INDICATED ME

ENVIADO AHORA MISMO AL EMAIL matej@casino.guru QUE ME INDICÓ

Thank you very much for the email. I will check it and invite casino into the discussion.

THANK YOU VERY MUCH FOR YOUR MANAGEMENT, I WAIT FOR YOUR NEWS

MUCHAS GRACIAS POR TUS GESTIONES, ESPERO TUS NOTICIAS

Hello Rafael.

I went through all your conversations with support, and they were professional and advised you well.

Probably you got a bonus when you created an account (or you didn't make a necessary x3 wagering) that's why the support advised you to finish wagering requirements. 

Another problem what you had was not a clear image of your credit card, and you forget to hide the middle numbers on your credit card (and once you sent the wrong side).

Anyway, after you passed through all this, the casino confiscated your winnings based on rule 4.4:

The Company does not allow to create an account and deposit money to the citizens from the following countries: United States, Spain, Ukraine, France, Netherlands and Italy. This list can be updated by the Company without prior notice any time. You agree that you will not create an account in the abovementioned jurisdictions. Otherwise, we will be forced to block your account. The Company decides about withdraws from blocked accounts in accordance with unilateral provisions.

There are two types of casinos—the ones who are blocking IP addresses of restricted countries. Players must choose their country from a list of allowed countries during registration which doesn't give an option to chose a restricted one.

And another group where you can register, play, lose from a restricted country and nobody care. But if you win, they care a lot to void winnings.

As you can see in the image, you can choose Spain in your account. But it is player obligation to read the terms and conditions. 

We would like to ask Slottica casino representatives to explain to us what happened in this case. What I wrote is only my assumption, and I would like to give Slottica casino representatives a chance to explained the situation.

Goodnight,

All that seems good to me, but if they tell me first thing that Spaniards would not, I would not have done anything, I am clear about that, they play with it and I think it is not legal, they always win then?

Buenas noches,

Todo eso me parece bien, pero si me dicen de primera hora que a Españoles no, no hubiera hecho nada, eso lo tengo claro, juegan con eso y pienso que no es legal, ellos ganan siempre entonces ??

Hello, Rafael and Matej!

We are sorry to you, but Spain was restricted all the time. Casino Guru was correct. 

And it is closed for visitors from Spain. Are you sure you didnt use vpn?

Best regards, Slottica!

Goodnight,

Using vpn? what is that ??

When I registered, at no time when I put my country did I comment on anything or block anything, so I kept going.

Buenas noches,

Usando vpn ? que es eso ??

Cuando me registré, en ningun momento cuando puse mi país me comentaranada ni me bloqueara nada, así que seguí adelante.

Purely from the legal perspective, the casino may be right. However, when making our ratings, we take many more factors into account. To pay out all winnings that are legitimate according to the T&Cs is a necessary condition for having a good rating, but not a sufficient one. There are many more factors to consider. One of these factors is the overall user experience, including whether the casino is safe. In our view, good user experience means that players don't need to read the full T&Cs (in fact nobody does that, maybe with the exception of some bonus hunters) and can rely that they'll be treated fairly. In our view, safety means that it's not easy to accidentally do something that will cancel your winnings.

Because Rafael didn't need to fill the country during a registration process and later when they filled in information about his country (Spain) this convinced him that he could play. Spain is one of the countries what he can choose. (as you can see on the picture from my previous post). Technically, the casino has right, but the casinos should offer players a fun, and they are not here for lawyers or law students to praxis. We have a different opinion than the casino and strongly recommend to make changes in the registration process. It will significantly increase the user experience and reduce the troubles in the future.

For situations like this, we created our Fair Gambling Codex - https://casino.guru/fair-gambling-codex-for-casinos#restricted-countries

We believe that it is also casino responsibility to ask the player on the country of origin and block him if his country is not allowed. Because Rafael didn't know about the restriction and register in good faith, he believed that he is permitted playing. Because of that, we believe that his winnings should be paid.

Because of what we wrote above, we are closing this complaint as unresolved with classification: "Against Fair Gambling Codex."

I am very sorry Rafael, that we couldn't help more.