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Hello, I deposited 25 € at Fireslots and played with a bonus very quickly I was able to win 2000 € on a stake in books play afterwards I converted my bonus to 1-4 € and wanted to pay out 1900 € unfortunately I could not pay it out there I wrote to support to solve the problem before I made a deposit I read the terms and conditions and bonus guidelines thoroughly when I asked support what was going on, they said everything should work but I should number 8.3.1 in the withdrawal requests Note that if I have not paid in the lifetime deposit before the win, it says only 10 times the profit of my last payout, which would be 250 € because I paid 25 € but by looking through the terms and conditions several times I don't have 8.3.1 I also told the support that it should be there but it is not there. I have all the screenshots from the chat and the missing one general terms and conditions 8.3.1 as proof that this does not exist now I have been waiting for 3 days my payment is still being processed but I have the feeling that this payment will be refused if this is really the case, this is a clear fraud for me because these terms and conditions does not exist and I have a full claim to the whole 1900 € now I don't know how to proceed should I wait until you refuse / approve this payout or write to the manager for the payout?

Hallo, ich habe bei Fireslots 25€ eingezahlt und mit einem Bonus gespielt sehr schnell konnte ich auf einen Einsatz bei Büchern spiel 2000€ gewinnen danach habe ich meinen Bonus auf 1-4€ umgesetzt und wollte 1900€ auszahlen leider konnte ich diese nicht auszahlen da habe ich Support angeschrieben um das Problem zu lösen bevor ich eine Einzahlung getätigt habe habe ich die AGBs und die bonusrichtlinien gründlich durchgelesen als ich Support gefragt habe was da los sei meinte sie es sollte alles funktionieren aber ich sollte in den auszahlungsanfoderungen die Nummer 8.3.1 beachten da steht wenn ich die Lebenszeit Einzahlung vor dem Gewinn nicht 200€ eingezahlt habe steht mir von dem Gewinn nur das 10fache von meiner letzten Auszahlung das wären 250€ da ich 25€ eingezahlt habe doch durch mehrmals der AGBs durchschauen habe ich keine 8.3.1 gefunden das habe ich den Support auch gesagt er meinte es sollte da sein doch es ist nicht da ich habe alle Screenshots vom Chat und von der fehlenden agb 8.3.1 als Beweis das diese nicht exestiert jetzt warte ich seid 3 Tage meine Auszahlung ist immer noch In Bearbeitung aber ich habe das Gefühl das mir diese Auszahlung abgelehnt wird sollte dad wirklich der Fall sein ist das für mich ein klarer Betrug da diese AGB nicht exestiert und ich einen vollen Anspruch auf die ganzen 1900€ habe jetzt weis ich nicht wie ich vorgehen soll soll ich warten bis sie mir diese Auszahlung ablehnen/genehmigen oder den Manager für die Auszahlung anschreibe?

Dear Romkaa,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I have checked bonus policy, and this is what I found https://www.fireslots.bet/en/termsandcondition.html#General%20provisions:

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play.

However, I haven’t found any rule backing Customer Support information that the maximum cash out shouldn’t exceed 10x the last deposit or bonus amount.

Could you please forward a screenshot of your bonus history along with any relevant communication to petronela.k@casino.guru?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Hello, I didn't quite understand your answer. What exactly would you like me to send you?

Hallo, ich habe ihre Antwort nicht ganz verstanden was genau möchten sie das ich ihnen schicke ?

I have double-checked the entire Terms and Conditions and still didn’t find rule 8.3.1. https://www.fireslots.bet/en/termsandcondition.html

As the website states, the entire T&Cs section has been updated in December 2020.

Could you please confirm that you’ve redeemed your bonus after this date? Thank you in advance for your reply. 

Thank you, Romkaa, for your email.

So you can confirm that you've definitely redeemed your bonus after December 2020?

Yes, I can because it was the last deposit on May 4th, 21st I unfortunately don't know whether the withdrawal will be approved or only 10 times my deposit yesterday wrote to support and they said it could take up to 21 days until it was processed

Ja das kann ich weil es am 04.05.21 die letzte Einzahlung war ich weis leider nicht ob mir jetzt die Auszahlung genehmigt wird oder nur das 10 fache meiner Einzahlung habe gestern mit Support geschrieben und sie meinten es kann bis zu 21tage gehen bis diese bearbeitet wurde

I fully understand your frustration, Romkaa. However, I will set the timer for additional 7 days and if there’s no development by Tuesday next week, we will intervene. Let’s stay positive and allow the casino some time to investigate. Thank you in advance for your patience.

Hello my payout is still in process According to support, a payout takes 7-21 days to be processed.

Hallo meine Auszahlung ist immer noch In Bearbeitung laut Support dauert eine Auszahlung 7-21 Tage bis diese bearbeitet wird..

Thank you very much, Romkaa, for your reply. I will now transfer your complaint to my colleague Peter 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.

Okay

Okey

Hi Romkaa,

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

We would like to ask FireSlots 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.

Hi Romkaa,

I tried to get in touch with the casino repeatedly but had no success. I’m afraid, there is not much that can be done without cooperation from their 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. In the meantime, I recommend you to contact the Curacao Gaming Authority (certria@gaminglicences.com) and submit a complaint to them. It's not the best licensing authority but it has more options and tools to help players. Let me know how they replied (peter.m@casino.guru). I wish I could be of more help.

Best regards

Peter