The player from Brazil had been informed via email about a cancelled withdrawal due to alleged fraud or document inconsistencies. They had also faced accusations of violating bonus use terms, though, they denied these allegations. We had attempted to gather more information from the player to investigate the issue, but unfortunately, the player did not respond to our inquiries. Due to the lack of communication, we were unable to proceed further with the investigation or provide any potential solutions.
Slottyway Casino - Player’s withdrawal was cancelled.
Amount: 450 R$
Slottyway Casino
Safety Index:Very lowSafety Index
Casinos with a Very low Safety Index usually have many relevant complaints from players or other relevant issues. In general, we don't recommend playing at casinos with a Very low Safety Index.
Case closed
Our verdict
Player stopped responding
REJECTED
Case summary
4 months ago
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4 months ago
Translation
I received an email stating that my withdrawal was cancelled because I supposedly committed some fraud, did something wrong, or my documents aren't correct. My account is okay, I haven't done anything, and honestly, I wouldn't even know how to do anything wrong. They also mentioned that since I was using a bonus, I shouldn't have played a certain amount, which I didn't.
Automatic translation:
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4 months ago
Dear isabelknoll,
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 how long ago you registered your account and if you’ve completed the account verification successfully?
- Which games you’ve been playing (live casino games, slots, or sports betting)?
If there’s any relevant communication, please forward it 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
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4 months ago
Dear isabelknoll,
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.
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4 months ago
We regret to inform you that we must reject this particular case due to the lack of response from the player regarding our messages and questions. As a result, we are unable to proceed with any further investigation or provide potential solutions to address the issue at hand. However, we want to emphasize that the player retains the option to reopen this complaint at any time in the future should they decide to do so. We remain open and willing to assist with resolving the matter should the player choose to resume communication.
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