Slottyway Casino - Player’s struggling to withdraw his winnings.

I deposited by Visa without taking a bonus and played slots. On winning I decided to withdraw. First issue I noticed that on making a withdrawal request the amount of requested withdrawal remains in the visible wallet and is not removed following the request to withdraw. I waited the 36 hour review period then received an email from the payments dept stating my withdrawal was rejected and they requested documents for verification.

I submitted the documents and requested a withdrawal to Visa again. Following morning I received another email stating my account was verified.

After another 36 hour period I then received an email stating that they made several attempts to withdraw to my card but there was some issue so it couldn't be completed. They have now asked me to use another visa/ ewallet on my account, verify it and then try to withdraw the amount again to that different method.

I have deposited and withdrawn to several online casinos with this visa and this is the first time I've had this issue, the amount is now not visible in my wallet anymore. I've emailed the payments department twice but they don't respond and chat support disconnected me on one occasion without answering my query and on another occasion asked me to request withdrawal again to the same visa the payments department told me wasn't working.

The whole episode appears to me to be time wasting and a refusal to withdraw my winnings, there is no bonus tied to the amount so there shouldn't be an issue. There is no support email to get the whole matter clarified properly and chat is giving me contradictory information to the payments dept. To me the whole thing is a stalling exercise.

Dear Cormac,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that variety and accessibility of payment methods are not managed by the casino exclusively. Several factors as the Licensing Authority, geolocation, contracts with the payment providers and bank restrictions, all have a major influence.

Do I understand it correctly that the withdrawal via alternative payment method has been processed already and it is pending now? It may take some time before your money appears in your account, especially if it’s your first withdrawal or you’re withdrawing a bigger amount of money. However, 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

Yes, I deposited by another Visa, sent in verification of this card and submitted new withdrawal for 1000e to this new card. The email from the Payments dept stated to contact support when I had this done and they would expedite my withdrawal but in contacting chat this morning I was told they can't speed up withdrawals.

Dear Cormac,

Thank you very much for your quick reply. I fully understand how frustrating it must be for you, but please allow me to set the timer for 7 days and give some time to casino to process your new withdrawal request. If there’s no development by then, we will intervene. Thank you very much for your understanding. 

So, I registered a new visa as per instructions of the payments dept. Of course the only way to do this is to deposit, so I deposited the minimum €10 to facilitate that. I then sent in my visa for verification. If course I didn't receive any email confirming they received it. I played this deposit.

I then went to withdraw the 1000 to the new card and immediately went to the chat support to let them know I did what the payments dept requested. I informed them that they said my withdrawal would be expedited once this was done but chat support told me is have to wait 36 hours and there was no way to speed up a withdrawal.

So, I waited until yesterday evening when I checked my account and the withdrawal request was rejected.... Again. I got no email explaining why.

I contacted chat and they told me I have played through my €10 deposit as per T&C's. I explained, again, the email instruction from the payments dept but this made no difference.

So, I played a slot until I had 900 in my wallet. I then requested a withdrawal to my Visa. This was yesterday and as of now it remains pending

I'm just waiting for some other reason now to reject it.

These two Visa cards I've now registered on my account have never had any issue with withdrawal in lots of other online casinos I've played in. It just seems, to me, it's all about delaying my withdrawal in the hope I give up waiting and play it, which I will not do.

The balance on my account remains visible as €900 which is also unusual to me, normally once you request a withdrawal the amount is taken from your balance available which suggests to me there a hope you play your balance and not wait for the withdrawal.

A further update, they now state that they made several attempts to withdraw to my new visa but it was not possible!

I've no further cards to use now. They stated they don't do bank transfer.

Again at the end of the email as per the previous one they say to set up another method and they will expedite my withdrawal in contacting support but this is a lie as per my previous attempt.

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

Further to this, I used my Ecopayz account to deposit the minimum €10 two days ago. I played and actually ended up winning further. I sent in verification for my Ecopayz account and submitted a withdrawal for €1500. This morning I received an email, again starting they couldn't process it to my Ecopayz account and to use another method of withdrawal... expedite etc. etc..( the usual stock email reply).

So I contacted EcoPayz and they informed me through chat that yes there was an attempt to send me funds but there is an issue on their side not mine. Ecopayz chat informed me they would inform the merchant (slottyway) and they should rectify the issue.

So, I took a screenshot of this chat and emailed payments dept at slottyway and CC'ed to support at slottyway but I don't expect a reply.

This is now gone beyond ridiculous, it is obvious now after registering three different payment methods and all failing on the casinos side to payout there is a serious and suspicious failing in this casino.

Further update, contacted chat and was informed error in withdrawal was on my side or Ecopayz. After a lot of back and forth support admitted error was on their side and to withdraw again to EcoPayz, which I did.

I expected the withdrawal process to then be expedited as the first failed attempt was on the casino's side but this was not the case, in fact support would not commit to any timeframe on processing the withdrawal.

I am obviously sceptical on receiving the money on the next attempt to withdraw again either but fingers crossed.

I would venture a guess that the two previous Visa withdrawals were also errors on the casino's side but obviously I'm only speculating there!!

My withdrawal remains pending, have contacted chat on several occasions and been given a promise of contacting the payments dept to speed things up but nothing has happened.

This casino is to be avoided at all costs, support are of no help and just seem to ignore the issue. This casino is the worst I've dealt with but I still want my money.

I will now try to contact the casino to help you to make this process faster.

Thank you, I've been on to them all day via chat and email but still no satisfaction and withdrawal still pending.

As of this morning, still not processed. Contacted chat and told it will be reviewed ' in nearest time'. It's all about delaying and denying me my money, they are operating contrary to their 36 hour policy now as well. It's almost 48 hours now since requesting my latest withdrawal.

You can close this complaint, after much contact with chat and emails etc my withdrawal was finally processed to my EcoPayz account.

Thanks for your attention and help

Dear Cormac,

Thank you for letting us know that your problem was solved. Please do not hesitate to contact us in the future if you come across any troubles, we will gladly help.

Best regards,

Nick

Casino.Guru