The player struggles to verify his account for over 2 months. We contacted the casino and got a response that the account has been verified, later the player informed us that he received his withdrawal so we closed the complaint as resolved.
Slottyway Casino - The player struggles to verify his account.
Amount: €2,500
Slottyway Casino
Safety Index:LowSafety Index
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4.1
Slottyway Casino has a Safety Index of 4.1, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 years ago
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2 years ago
Translation
Hello, I played at this casino with a 300% first deposit bonus. Wager done and want to withdraw, but now I've been waiting for my account verification for over 2 months to request the withdrawal. I could not be helped via "live chat" or e-mail.
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2 years ago
Hello Melon,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slottyway Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise since when exactly is the verification process ongoing? Which documents have been already approved and which ones not? When was the last time you spoke to the casino and what was it about?
Please note that the verification process may take up to 14 days after sending in all the requested documents.
Looking forward to your answer.
Regards,
Nick
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2 years ago
Translation
Hello Nick,
I uploaded the documents for the first time on 5/21/2022 and so far none of the documents have been confirmed. I have requested contact several times via live chat, but without success and I have not received the alleged e-mails that should have been sent to me either.
Greetings back,
melon
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2 years ago
Thank you Melon for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.
Wish you best luck resolving it.
Regards,
Nick
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2 years ago
Hi Melon,
I've just reviewed your case and am sorry to hear about your concerns. I will try to help you by contacting the casino.
Dear Slottyway Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Could you please share more information regarding the player's issue? Could you provide any specific reason for why the player has been experiencing problems with the verification of their account?
Hope to hear from you soon!
Regards,
Natalia
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2 years ago
Translation
It looks like the verification worked. However, the payout still doesn't work... Now I always get an error message when trying to pay out, in different browsers and devices. There is always payment.validation.didnt.pass. Hope you can help!
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2 years ago
Hello dear All
For some reason, this request wasn't displayed in the Complaints section. We saw that it was displayed just a couple of minutes ago.
We ask for more time to consider the discussion
Best regards,
Slottyway Casino
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2 years ago
Hello dear All
At your request. Player account verified. During the operation of the account there was one deposit on May 15.
The player didn't put any requests for withdrawal of funds even once
Best regards,
Slottyway Casino
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2 years ago
Dear Slottyway Casino, thank you for your reply. Could you please also check the last message from the player? Can there be any internal problems with your payment systems so the player's not able to request a withdrawal and gets an error?
Regards,
Natalia
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2 years ago
Hello dear All
There was no payment, therefore he cannot receive an error about the payment.
We cannot pay for something until the player leaves a request for payment in their personal account.
If there is some technical failure, he can contact the support service.
Dear Melon, do you see an error when you wanna make a deposit? Or when you place an application for receiving funds in your gaming account?
Best regards,
Slottyway Casino
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2 years ago
Translation
Now, when I apply for the payout, I have to deposit again and wager the money 3 times because my last deposit was more than 30 days ago. However, this long period of time was not my fault... Therefore, I am currently unable to request a payout because the system is preventing me from doing so. And I certainly don't deposit more money if I can't withdraw anyway.
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2 years ago
Hello dear All )
We don't quite understand what problems you are facing. Your account has been verified before. You dono't have any technical problem in your account.
You made a deposit on May 15th. After that, you didn't have any attempts to win back the deposit. (it is necessary to make a threefold turn of this amount - х3)
After that, you need to send documents to your payment method.
Best regards,
Slottyway Casino
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2 years ago
Dear Melon, thank you for your clarification. Can you please tell me what is your current balance? Do I understand correctly from the casino's explanation that you haven't wagered 3 times your initial deposit? In your very first message, you told us that you fulfilled the wagering requirement for the bonus?
Dear Slottyway Casino, thank you for the reply. Could you please send me any evidence confirming your last message at my email address natalia.b@casino.guru? I also wonder when exactly the player's account was fully verified?
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2 years ago
Translation
Hello Natalia, my current account balance is €2500.58. I used the 300% bonus on the first deposit and fully wagered the wager 45x D+B.
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2 years ago
Hello dear All)
we haven't had any withdrawal requests. During our discussion - no request.
How can we help in this situation?
Best regards,
Slottyway Casino
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2 years ago
Translation
The problem is that I can't make a withdrawal request... I'm told that my last deposit was more than 30 days ago, which is correct and I can't request a withdrawal.
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2 years ago
Hello Melon,
In this case, you can make a minimum deposit and leave a withdrawal request
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2 years ago
Hi all, sorry for the late reply.
Dear Melon, could you please specify if you've made a new deposit since your last message or not?
Dear Slottyway Casino, I'd like to repeat my request: can you please send me the evidence confirming your statement that the account of the player had been verified before he requested a withdrawal?
From the player's words, his account was not verified for more than 2 months.
Regards,
Natalia
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2 years ago
Translation
Hello, everything has been clarified in the meantime and the payment has already been made to a large extent. Thank you everyone for the help! It was quite cumbersome, but in the end it worked and solved my problems. Warm greetings
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2 years ago
Hi Melon,
thank you very much for your update, I'm happy to hear that the case has been solved and you have received your funds! So I'll close your complaint as resolved now.
Thank you for using our complaints resolution center! I hope you won't come across any problems like this in the future, but please be sure that you can always contact us in case of any troubles with online casinos and we'll our best to help you.
Regards,
Natalia
