UNRESOLVED: Slotella.com crypto casino fatal back leads to wrongfull cancelation of bonuses

Slotella.com crypto casino

Casino has a fatal back on their backend. Any microgaming slot you may play it gets recognised as Immortal Romance microgaming slot on their backend. Immortal Romance is one of the few restricted microgaming slots on casino bonus wagering.

If you play ANY microgaming slot on this casino with a bonus it will look like on their backend as you where breaching the bonus terms.

They will remove the bonus and all of your winnings after you complete wager and they will claim that you played the forbidden slot immortal romance. After 10 emails I was offering explanation and video evidence about their site bug they replied to me 12 days ago they are looking at my case. After that they do not provide us with any kind of reply to the emails I send every other day to check the process of my case. The bug is still there affecting anyone playing with bonus on the site. I tried yesterday to play a new microgaming slot on the site (with lower minimum bet than immortal romance) and it still gets reflected as immortal romance on their transaction history backend even if it a new microgaming game (released 2 days ago).

They removed all of my winnings of total 8,507.88 EUR  after I completed the wager because it looked like I played immortal romance even if didn't and provided evidence to them regarding their buggy site backend with microgaming slots.

I have video evidence I can send you link privately.I also have screenshot of transation history playing microgaming games with lower bet than immortal romance (minimum bet on immortal romance on slotella.com is 0.30 cents) but still gets reflected as immortal romance on their transaction history.

Can you help me?

Hello zouboulia,

Please be advised that we don't have this Casino on LCB list. 

Please send us your Casino Username via private message so we will try to reach out to them in order to help you?

Hey, thanks for reaching me.

I replied with a DM.

Hello zouboulia,

Thanks for sharing your credentials with us. We have sent an email to Casino Rep in order to help your with this matter. Please keep you posted.

Hello zouboulia,

We are still waiting for a response from Casino Rep. We will send them a reminder email in hopes that response will come as soon as possible. Please keep an eye on this thread.

Hello,

Thanks, I see an unsual amount of complains building up against the casino in may casino portals.

Hello zouboulia,

Until we get the information from the Casino unfortunately can not provide you with any update regarding your winnings. We will let you know once we get a response.

Hello zouboulia,

They are unresponsive thus far but we will send them a reminder once again in hopes that we can get any update regarding this matter. Keep you posted.

thanks for the update.

They replied to one of my inquiries 2 days ago, that their technical team is steal looking about the issue and they ask for my patience

Hello zouboulia,

Thanks for letting us know. Hope that it will be resolved as soon as possible. Keep us informed.

Hello zouboulia,

Any update?

We will mark this case as Resolved due to inactivity of submitter.

Hello,

Still no update from the casino regarding my case or my money.

Hello zouboulia,

We also haven't got any response from them at all. Hope that you will as soon as possible receive your money. Crossing fingers for you!

they just added live chat support on their website

Hey zouboulia,

Nice to hear that. We hope that now your chances are much higher to get what you deserve. Keep us informed.

Hey zouboulia,

Do you have any news? Has your case been resolved?

Hey zouboulia,

We will close this complaint due to inactivity of submitter and mark it as Resolved.

Hello, 

No my case is not resolved and it looks like the casino just does not want to pay my lucky win.

On the beginning they where saying I was playing immortal romance. After they added live chat I ask an agent to look on my case. When I provided proof about all microgaming slots getting recorded as immortal romance. They switch defence tactic and they started say I was playing another restricted game, big bas bonanza.

On their restricted games list, they list bonanza as restricted game. It looks like bonanza is not just a slot as all the others but they mean all games with bonanza on their title are restricted. Then as we argued about this they said, OH you played pragmatic games and I say yes I did. Suddenly they switch tactic again and they say on they new bonuses they have you cant play pragmatic games at all.

The bonus I took had the rules of their first bonus 125% up to 125 euros and I have an email from them regarding that.

They cant apply rules they implemented after my deposit and winnings to my case.

Someone need to take actions against them as they clearly scam players!

Hey zouboulia,

Really sorry to hear such a bad news. Unfortunately we haven't got any response from them thus far so our hands are tied regarding this case, we did our best to reach out to them but  they are ignoring our emails and obviously don't want to cooperate with the complaints.

Hey zouboulia,

Unfortunately we are forced to close this complaint and mark it as Unresolved due to Casino unresponsiveness. They are ignoring our emails and obviously don't want to cooperate with the complaints. Hope that you will get what you deserve.