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I won €8000 and applied to withdraw it. I sent all the relevant documents and only then did they say that I could only withdraw €300 and that the rest would be REMOVED not even added back to my casino account. They said that this is their policy, I told them that this is FRAUD as I won that money fair and square. Live chat then said that it would never be withdrawable so it made no difference!!!! I am absolutely fuming.

Dear Kathy,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus? Did the casino specify the rule according to which they reduced your winnings?

Would you be so kind and send me all the relevant communication between you and the casino so we can gather as much information as possible about the case? My email address is kristina.s@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Why did you not make it clear that large amounts cannot be withdrawn. I win that money playing on your site so it is mine and I should be able to have it in my bank.I have reduced it to €6000 and want it in my bank. I have had to sign the new terms and conditions in order to continue playing however this complaint was BEFORE the new conditions

Kathy, please understand that I don't work for Classy Slots Casino, but for Casino.guru, which is an independent online casino database that acts as a mediator resolving players’ disputes. 

So please, return to my initial message and try to answer all of my questions if you wish to proceed with this case. Thank you in advance.

I did not have a bonus it was all my money that I had deposited

Thank you for your reply, Kathy. It seems that your winnings have been capped in accordance with this term:

"7. If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount."

I would like to emphasize, that according to our Fair Gambling Codex, we consider this rule to be unfair and predatory when it’s applied to a real money game.

I will now transfer your complaint to my colleague Peter (peter.m@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Thank you so much for your time on my case and I look forward to hearing from your colleague

Hi Kathy,

I have looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Classy Slots Casino to the conversation to participate in the resolution of this complaint.

Thank you for taking on my complaint. It is fine by me if classy slots join the conversation. It is a disgusting situation that they withhold players legitimate winnings. They also state that you can only withdraw €5000 in any 30 day period so I will reduce the amount that I want to withdraw to this limit

This fraudulent site has just wiped my account of over €6100 and given no explanation. I am absolutely livid and have told them that the money is legally mine and that I want it back but they have said no and that I can only email their complaints department. I want that money back in my account or paid into my bank. Please help me with this fraud

This is the response that I received from their complaints department and the reply I sent to them.

I have recently emailed this to the complaints department at Classy slots

Hi Kathy,

Thank you for the update. The casino does have the max win rule in its T&Cs. However, we consider this rule to be very unfair and even predatory. You couldn't find such a rule in any good casino.

We would like to ask Classy Slots 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, the complaint will become ‘unresolved’ which may negatively affect its rating.

I have looked and cannot find where it says about the maximum win, I can see where it says maximum withdrawal but as I underlined to them it states that anything over this will be returned to a players account but in my case this hasn’t happened. I still see this as fraud as they are taking away money that is legally mine. I deposited MY money and in my opinion the winnings were made from MY money. They have STOLEN over €6000 and if they do that to all players then I see that as money laundering equating to a HUGE amount of money. Giving them a bad rating will mean nothing to them unless they are totally black listed. Surely the police or a gambling commission should be advised of this fraudulent activity.

Hi Kathy,

The rule can be found in the Terms and Conditions:

"13. Withdrawals

7. If a player's accumulated deposit amount does not exceed €200, player will be entitled only up to X10 last deposit. This maximum payout will be enforced also in cases where the player made additional deposits which were deemed at the sole discretion of the Casino to have been made in order to exceed the €200 accumulated deposit amount."

The rule 13 is with regards to withdrawal but please see rule 4

Dear Kathy,

The withdrawal limit has nothing to do with this. If you make a withdrawal request over the withdrawal limit, it gets canceled and the money stays in the account. Obviously, the max win/payout rule was applied. You didn't deposit more than €200 and that is why your winnings were confiscated. As mentioned before, we find such rules predatory and you should get paid in full.

So are you still able to get my winnings back for me under the predatory heading. They should be dealt with by taking away the site from all platforms and not allowed to open again. I still seem the winnings as legally mine

I still do not see how they can confiscate money when their site states that the money will be put back into a players account. It is a fraudulent site that needs to be taken off of all platforms as stated before. I think that because of the disgusting t&c’s and the way my case has been handled by them that they should pay my winnings into my bank

Hi Kathy,

I tried to get in touch with the casino repeatedly but had no success. Since the casino has no valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. I’m afraid, there is not much that can be done without cooperation from its side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could 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. I can only recommend you choose casinos by their reviews and ratings in the future to avoid situations like this. I wish I could be of more help.

Best regards,

Peter