Slottyway Casino - Player’s account has been blocked due to alleged multi-accounting.

The casino blocked my account, and therefore I am unable to withdraw 4900 from my account.

I should add that about 80% of this amount consists of my own deposits, and the rest is winnings.

Today, I checked and found I am 1000 PLN in the negative at the casino.

Today, I also received a message stating that I have been accused of multi-accounting. However, I only have one account at the casino.

I have played both sports betting and slot machines.

I would really like to withdraw at least my own funds that I deposited. I believe that even if I unintentionally breached the terms and conditions, I should still have the right to withdraw my own funds.

I kindly ask casinoguru for assistance.

Dear kaczka381, 

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.

Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you please advise if you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus? 

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, 

Veronika

No one from my household has a second account, most of the funds that I currently have on my account are funds that I deposited myself, about 80 percent, the casino blocked my account and does not even allow me to withdraw the funds that I deposited myself.

Yes, I had a bonus that I used both in sports and in casino machines

Does the casino have the right not to pay out the funds I deposited?

Thank you very much, kaczka381, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.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 in the near future.

Hello kaczka381,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Slottyway Casino representative to join this conversation and participate in resolving this complaint.

Dear Slottyway Casino,

Could you comment on this?

Thank you in advance for providing the information.

Yes, thank you for your help on this matter

Has the casino still not responded to the complaint in any way?

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.

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 (stefan.m@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,

Stefan, Casino Guru