Hello,

I need your help Casino guru. I registererd at slottyway and i made 2 deposits. The second deposit, i hit a really big win (6.4k with 0.4$ bet) and finished the wager with more that 5.7k USD. I asked a withdrawal, and slottyway asked me verification documents. After canceling my withdrawal request 3 times as the documents weren't supposedly valid or weren't in a high enough quality (i sent the same documents every times), they finally accepted all my documents, but they still canceled my withdrawal request for some bullshit reason. 

And then, suddenly, they took literaly all my winnings (6k+). I asked the live support and they told me I violated the T&C, because apparently i had some times 2 tabs open in my browser. I read the T&C prior to deposit and have been extra carefull in the bonus term section not to breach anything. It's true that i may have at some time open up 2 tabs because i didn't see this rule on T&C ( to be honest, it's a rule that barely exist in the online casino wolrd and i think i only saw 1 other casino restricting the fact to play on 2 open tabs and even then, in the same way they blocked the prohibited games when wagering bonus, they blocked the first window when i tryed to open a second one). But it's also stated that only the winnings during the time that i had 2 tabs open may be partially or totally confiscated.

What's also funny is that when i was waiting for withdrawal, i nearly only played bonus buy extra chill on and had some pretty nice win on it. When they took my money, i was playing on my tablet and i won in this bonus buy. As they didn't want to leave me with anything, they had to cancel again my winnings without any reason, as it's obvious that i didn't play on 2 tabs on my tablet. 

They tried everything to avoid the payement for several days and after i sent them everything required and they couldn't do anything but accept it, they searched for anything to confiscate all the winnings. They clearly try everything to try to avoid paying my winnings, which shows that this online casino is really untrustworthy.

When they started to try everything to avoid the payment, i looked on other websites that askgambler ( that i usualy trust a lot) and to my surpise the rating of the casinos of the same company are really poor and not corresponding to the quite high rating that we can see on askgambler.

So, casino guru, can you help me have my money back? Because talking all my winnings indiscriminately just doesn't make any sens, even if at some times i played with 2 open tabs. If they told me they would take a small part of the winnings, because at some time i played with 2 open tabs, i would have been quite annoyed because it's a rule that barely exists in online casinos, but at least it would have been a coherent with the same rule that explicitly say that they can only confiscated the winnings at the time i played actively with 2 tabs open, and not all the winnings.

I joined the chat log of the casino live chat showing the delayed payment and the sceenshot of them taking all my money

Dear Babidi,

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 clarify if you have played simultaneously from both opened tabs? Which games have you been playing (slots, live games, or multiplayers)? Do I understand correctly that you have accumulated your winnings with an active bonus?

If there’s any relevant communication, please forward it to [email protected].

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

Thank you very much, Quentin, for your reply. I have checked terms and conditions, and this is what I found https://slottyway2.com/en/rules:

"During the game in Casino, the Player is only allowed to have one active tab from the account. If gaming activity is detected on several tabs at the same time, all winnings received by the Player during this period will be canceled and the account may be blocked."

If you admit playing at any time with two active tabs, I’m afraid there is not much we can do for you in this case. Please let me know if there is any additional information that I have overlooked. Looking forward to hearing from you.

Dear Babidi,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any assistance or help, otherwise, we will reject your complaint.

I’m very sorry we couldn’t help you to resolve this case, but please do not hesitate to contact us if you run into any issues with this or any other casino in the future. I will reject this complaint now. Thank you for your understanding.