Slottyway Casino - プレイヤーの賞金は没収されました。

Dear fowi30,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general terms and conditions and yes, I found the abovementioned rule (here):

"During the game in Casino, the Player is only allowed to have one active tab from the account. If gaming activity is detected on several tabs at the same time, all winnings received by the Player during this period will be canceled and the account may be blocked."

Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please which games have you been playing (slots, live games, or multiplayer)?

If there’s any relevant communication, please forward it along with your game history in Excel format to petronela.k@casino.guru.

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

I played slots nothing else. And only ever played 1 slot I never played 2 slots at the same time.

Ich habe Slots gespielt nix anderes.und immer nur 1 slot gespielt ich habe zu keinem Zeitpunkt 2 Slots gleichzeitig gespielt.

Thank you very much, fowi30, for the forwarded communication. Could you please send your game history too?

I understand. I have checked the general bonus terms and conditions, and this is what I found https://slottyway18.com/en/rules:

"The maximum bet amount to wager the bonus is: 150 RUB / 2 EUR / 2 USD / 9 PLN / 2 CAD / 3 AUD / 20 SEK / 10 TRY / 9 BRL / 30 000 UZS / 60 UAH / 8 PEN / 60 CZK / 4 AZN / 1 000 CLP / 50 MXN / 2 CHF / 200 INR / 250 JPY / 100 ARS / 3 NZD / 20 NOK / 40 ZAR. 

In case of doubt, please consult the support service.

Each rate going to bonus wagering should not exceed 20% of the bonus amount. If the rate is 20% or more, such a rate will not count, and the status of the bonus wagering will be reconsidered."

We will contact the casino and ask for supporting evidence, but before we do so, could you please forward your deposit and bonus histories? Thank you very much in advance.

The casino doesn't have a transaction history, bonus history or game history; the only thing I can find is a payout history

Das Casino hat weder eine Transaktionshistory ,Bonushistory und auch keine spielhistory.das einzige was ich finden kann ist ein auszahlungsverlauf

Thank you very much, fowi30, for providing all the necessary information. I will now transfer your complaint to my colleague Andrej 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.

Dear fowi30,

I’m sorry to hear about your bad experience. I’ll contact the casino and see if I can help.

I would like to invite Slottyway Casino to join this conversation.

Dear Slottyway Casino,

Can you please clarify the situation and explain how exactly did fowi30 gain an advantage by breaching the aforementioned rules? Please forward the relevant evidence to andrej.p@casino.guru.

Dear fowi30,

Please be informed that we got in touch with the casino representative and the issue is currently being discussed in a private conversation. As additional time is needed to fully investigate this matter, I’m extending the timer by 7 days. Thank you for your understanding.

ok thanks for the update

ok danke für das update

Hello dear All,

This situation occurred due to a violation of the casino rules. Change of activity after a big win in order to safely wager the conditions of the bonus:

Terms & Conditions

10. Bonus money

10.4. Persistent misuse of bonuses

10.4.1.The bonus is considered to be a kind of present and encouragement to the players and does not imply any commercial gain or profit by safe wagering of bonus.

Similar activity with abuse by Curacao brands.

Mirror repetitions on new brands allowed us to consider activity as a systematic violation, so the balance was canceled. 

After analyzing all of the above, given that the player has no other violations, we decided to return all winnings to the player's balance and revise this rule for other players.

Dear player, thanks for contacting us, we re-examined your situation and returned everything to your balance. Check, please. 

To receive your winnings, you need to submit a withdrawal request.

Regards,

Slottyway Casino

ok many thanks to the casino and the casino guru complaint team.

Can I continue to use bonuses in your casino and continue to play in the same way as I played before without having to worry that my winnings will be canceled?

I haven't done anything forbidden, I play my 2 favorite games with a stake of 2 euros and see what comes next.

ok vielen dank an das casino und das casino guru complaint team.

darf ich in ihrem casino weiterhin bonusse nutzen und weiterhin auf dieselbe art und weise spielen wie ich vorher gespielt habe ohne befürchten zu müssen das meine gewinne storniert werden?

ich habe ja nix verbotenes gemacht,ich spiele meine 2 favoriten spiele auf 2 euro einsatz und schaue was kommt.

Yes, of course, we will be glad to see you among our players. You can safely use the bonuses at your discretion. There are no more comments on your previous game.

If you have any difficulties, you can always post a discussion here and we will consider your appeal all together.

Each case is analyzed separately. Regarding your game, we have no more complaints.

Rule 10.4.1. - revised in favor of the players.

Regards,

Slottyway Casino

In one of their sister casinos, supercatcasino, I had another 1700x hit for 2 euros at wheel of wonders today and after implementing it, I won 3530 euros and paid out

I am now worried whether the 3530 euro will be paid out without any problems.

somehow the slot only treats you in your casinos elsewhere, i am never lucky.

in einem ihrer schwestercasinos supercatcasino habe ich heute schon wieder ein 1700x hit auf 2 euro bei wheel of wonders gehabt und nach umsetzung 3530 euro gewonnen und zur auszahlung gebracht

ich bin jetzt mal gespant ob die 3530 euro problemlos ausgezahlt werden.

irgendwie gönnt der slot nur in ihren casinos woanders hab ich nie glück.

have the money in my game account and try to pay it out.

Unfortunately, only 1000 euros per transaction are ever made and you can only make 1 payout.

so it will take a long time until everything is paid out at slottyway

habe das geld auf mein spielkonto und versuche es auszuzahlen.

es gehen leider nur immer nur 1000 euro pro transaktion und man kann nur 1 auszahlung erstellen.

es wird also lange dauern bis alles ausgezahlt ist bei slottyway

Thank you, Slottyway Casino team, for your understanding and cooperation.

Dear fowi30,

We’re glad that the confiscated winnings have been returned to you. Since withdrawing all the winnings at once is not an option, I’d like to kindly ask you to stay patient and request withdrawals one at a time, according to the set limitations. Please let us know whether you consider the issue to be resolved as is, or if you’d like to keep this thread open until the entire amount has been successfully withdrawn.

Thank you in advance.

Lastly, in regards to the situation you described in your previous comment - In case you believe you are treated unfairly by the casino, I would strongly suggest submitting a new complaint to our complaint resolution center. Although, I hope that will not be necessary.

please leave the thread open until everything is paid off. thanks

bitte thread offen lassen bis alles ausgezahlt ist. danke

Thank you, fowi30, for the reply. Could you please let us know how much of your winnings have already been successfully withdrawn?

i still have 3290 euro payouts on my account but it takes a while

ich habe noch 3290 euro auf mein spielkonto auszahlungen laufen aber es dauert ein bisschen

Thank you, fowi30. I’m setting the timer for 7 days. Please keep us posted on any updates.

Dear fowi30 ,

Could you please give us an update? I’m extending the timer by 7 days. Kindly note that in case you don’t reply in the given time frame, we will close this complaint as ‘resolved’.

1277 euros are still open

1277 euro sind noch offen

Thank you, fowi30. I’m setting the timer for 7 days. Please let us know once there’s been any progress or if our assistance is needed.

Dear fowi30,

I truly believe it’s only a matter of time before the last transaction is processed, therefore, I’m extending the timer by 7 days.

winnings are now paid in full.

Thank you for your collaboration

gewinn ist nun vollständig ausgezahlt.

vielen dank für ihre zusammenarbeit

Thank you, fowi30, for letting us know and for using the Casino Guru complaint resolution center. I’m very glad you have received your winnings in full. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system.

Please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Best regards,

Andrej, Casino.guru