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On May 13, 2020 around 19.10 / 19.25 I was playing on the Wild Frames slot.

I had a payout of around 45 euros plus a small balance that I already had. But after the game ended the bill went completely to zero.

I contacted live chat with no results, that is the classic preset phrases.

I will certainly close my account after receiving a reply ... I will report to the authorities.

I don't think it's a safe mess .....

The bonuses are not given automatically but you have to be very awake because otherwise they are not given ..... money that is suddenly canceled .... waiting times for an infinite withdrawal and excessive ways to confirm the account.

Although more than a week has passed ... and sent two official emails to Support and contacted chat support every day .... I am told that the case has been sent to the department.

The nice thing is that in the list of transactions it is clear that the sum has disappeared ...... and it takes a special department to understand?!?!?

I advise you to stay far enough ...

In data 13 maggio 2020 intorno alle ore 19.10/19.25 stavo giocando sulla slot Wild Frames.

Ho avuto una vincita di circa 45 euro più un piccolo saldo che avevo già. Ma terminata la partita il conto è andato completamente a zero.

Ho contattato live chat senza nessun esito cioè le classiche frasi preimpostate.

Chiuderó di certo il conto dopo aver ricevuto una risposta... segnalerò alle autorità. 

Non penso sia un casino sicuro.....

I bonus non vengono dati in automatico ma bisogna essere molto svegli perché altrimenti non vengono dati.....soldi che improvvisamente vengono cancellati....tempi di attesa di un prelievo infinite e modalità di confermare il conto eccessive. 

Nonostante sia passata più di una settimana...e inviato due mail ufficiali al Support e contattato ogni giorno l’assistenza in chat....mi viene detto che il caso è stato inviato al dipartimento.

La cosa bella è che nella lista delle transazioni è palese che la somma è scomparsa......e ci vuole un dipartimento apposito per capire?!?!?

vi consiglio di stare abbastanza alla larga...

Dear Tony,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. I want to inform you that we cannot make a case solely based on what you are describing. Did you play with a bonus? Also I would like to know if you already closed your account.

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

Kristina

The case was sent to the security department, but about 10 days passed without a response.

every time I write to live chat they tell me: his case has been sent to the department !!!!

so I think the problem is real !!!

I have not yet closed the account .... but I will undoubtedly do it as soon as it is resolved.

this is quite clear.

I was playing with my balance

Il caso è stato inviato al dipartimento sicurezza ma sono passati circa 10 giorni senza aver ricevuto una risposta.

ogni volta che scrivo al live chat mi dicono : il suo caso è stato inviato al dipartimento!!!!

quindi credo che il problema è reale!!!

non ho ancora chiuso il conto....ma lo farò senza dubbio non appena risolto.

la cosa è abbastanza palese.

giocavo con il mio saldo

Thank you very much Tony for a quick 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.

Hello Tony,

I'm taking over your complaint. I will contact the casino and see what can be done. We would like to ask the Slot10 Casino to reply to this complaint.

Hello

good morning

2 weeks have passed ..... no reply and no email !!!! It is absurd .... by contacting live chat they tell me: his case has been sent to the department !!!

but 2 weeks ???? I also sent the same email ...... maybe the first one not received !!!!

but I still think it's a pretty serious thing !!!!

Salve

buon giorno

sono passate 2 settimane.....nessuna risposta e nessuna mail!!!! È assurdo....contattando live chat mi dicono: il suo caso è stato inviato al dipartimento!!!

ma 2 settimane????ho inviato anche la stessa mail......magari la prima non ricevuta!!!!

ma credo comunque che sia una cosa abbastanza grave!!!!

Dear Tony,

Thank you for your feedback provided to CasinoGuru platform.

As per our records, we could see that there was an error while you've played Wild Frames, however yesterday our Customer Support Department activated the S10RELOAD bonus for 45€ to your SLOT10 account.

We hope that everything is fine now.

If you need any further assistance, don't hesitate to reach us back.

Kind Regards,

SLOT10 Casino Team

the slot10 casino has "solved" in its own way .... I activated a 45 euro bonus code ..... that is, a bonus that is given regardless of the players ..... that is a real mockery! !!

I have already sent communication to close the account ....

il casinó slot10 ha "risolto" a suo modo....mi ha attivato un codice bonus di 45 euro.....cioè un bonus che viene dato a prescindere ai giocatori.....cioè una vera presa in giro!!!

ho già inviato comunicazione per chiudere il conto....

Dear Tony,

Thank you once again for your feedback.

Here's our statement as per your inquiry:

During your play when the issue occurred, you had an active bonus campaign and only virtual balance (bonus money) remaining.

After your complaint, we performed thorough checks and we confirmed that your complaint is valid, hence, since you had lost the campaign, we had reactivated it for the amount of the funds, which were not paid out due to the bug that had occurred.

The remaining bonus rollover at the end of the problematic campaign was 1606.80 EUR. Since we technically could not reactivate the campaign with the same rollover, it had to be followed manually (as we indeed did so). Out of that amount, with the reactivated campaign, you've managed to roll 452 EUR, before losing all bonus money, which is not sufficient to convert the bonus.

Hope you'll find this informative.

Kind Regards,

SLOT10 Casino Team

Thank you SLOT10 Casino Team for the reply.

Dear Tony,

I understand you are not completely satisfied with this solution. However, technical errors do happen and the casino gave you the option to try to wager the bonus again and we find it fair. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with this or any other casino in the future. 

Best regards,

Peter