The player from Canada had won over 10000 euros in Slottyway Casino and had managed to withdraw around 3000 euros. However, the Slottyway Casino website had become inaccessible from Canada. The player was looking for ways to retrieve the rest of their winnings. The player had last withdrawn on 27 Oct 2023 and was later advised by the casino to use a VPN to access the account. Despite this, the player's account was blocked due to an alleged violation of the casino's terms. We had attempted to contact the casino multiple times but received no response. Consequently, we marked the complaint as 'unresolved', which could have negatively affected the casino's rating. We advised the player to contact the Curaçao Interactive Licensing (CIL) authority for further assistance.
Slottyway Casino - Player can't retrieve winnings due to website restrictions in Canada.
Black points: 828
Amount: €7,000
Slottyway Casino
Safety Index:Below averageNo reaction policy, passive regulator
UNRESOLVED
Case summary
Hello,
I had a win of over 10000 euros on Slottyway Casino on 10-10-23. Since then, I have been able to withdraw around 3000 euros as you can only withdraw 500 euros per transaction.
As of a few weeks ago, their website has become unavailable to my country, Canada. When entering the website, a message pops up that reads "This site is not available in your country
We are very sorry, but the Casino is not available in your region. Please, contact our Online Support support@slottyway.email for more details".
What is the next step for me as I want to retrieve my win. Could you help me with this issue.
Dear mmmohonas,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise when exactly you received the last successful withdrawal?
Also, have you already contacted the online support as suggested by the casino? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here.
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
Dear mmmohonas,
We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.
Hello, my last successful withdrawal was made the 27 Oct 2023 for the amount of 500 euros. I will attach conversation with casino once they reply. Thank you.
Thank you for your reply, mmmohonas. Do I understand correctly that the casino advised you to use a VPN to access your account?
Thank you very much, mmmohonas, for your cooperation. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.
Hello mmmohonas,
I'm Michal and I have taken over your complaint. I have reviewed your case and just so you know, it is nothing unusual that casinos can stop their operation in certain countries for various reasons. However, we of course expect that all obligations towards their players still need to be fulfilled. I will contact the casino to shed more light on this matter.
We would like to invite Slottyway Casino Casino to join the conversation.
Dear Slottyway Casino,
Could you kindly verify whether the player is permitted to utilize a VPN to access their account for the purpose of submitting a withdrawal request, and assure that this action will not pose any issues in processing the withdrawal?
Hello,
I was asked to deposit minimum amount and wager x3 to be able to make a withdrawal. I was able to withdraw once, and then my account got blocked for this stated reason : 10.4.3.4. The player postpones game rounds, including free spins or bonus games, or generates game progress to collect the winnings later.
This does not apply to me in any way. I did no such thing.
We would like to ask the 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, we will close the complaint as ‘unresolved’ which may negatively affect its rating.
Dear mmmohonas,
I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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. It looks like the casino should hold a Curaçao Interactive Licensing (CIL) license, we were not able to confirm its validity yet, but if you want to take your complaint further you can contact the Curaçao Interactive Licensing (CIL) authority(info@curacaolicensing.com or helpdesk@curacaolicensing.com) and submit a complaint to them. The Gaming Authority might have more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.
Best regards,
Michal
Casino Guru
