I made a deposit of R$ 400.00 for a 150% bonus, I entered the bonus money and had to fulfill the rollover requirements, which I managed to complete and requested the withdrawal. Yesterday I received a negative reply to my withdrawal request, stating that I violated the bonus rules.

During the call, the representative said that I had made a bet above the maximum allowed value, which would be R$ 9.00. I am 100% certain that I didn't even approach this limit, as my highest bet was R$ 2.50. After questioning, he backtracked and said that I had violated the multi-screen rules, stating that I should not have been playing on multiple screens at the same time (which I actually did). I was playing on two screens on my computer and another on my phone, however even with three screens total, I did not exceed the maximum bet limit of R$ 9.

I was using three screens because the rollover is quite large, and it would have taken a considerable amount of time to meet the goal.

I was playing in the same environment with the same IP, but using multiple devices.

It doesn't make any sense to invalidate my withdrawal. People who play bonus hunts/rollovers sometimes use four screens or more at the same time.

I have several questions:

1- If I was committing an infraction, why was I allowed to play to completion and only block my withdrawal after completing the rollover? If I had been informed earlier, I would have increased my bet and finished sooner. It feels as though they were just toying with me.

2- Why was I initially told that I was denied withdrawal due to a bet above R$ 9.00 and not for the multi-screen issue? And if multi-screening was indeed an issue, why was I allowed to play in the first place? None of this makes sense.

3- This is the second time my withdrawal has been blocked. The first time, I mistakenly made a bet of R$ 12.00 (just one out of more than 18,000 spins in various slots) on a slot called Chaos Crew, which ended up being a winning bet (144,00). They refunded my deposit of R$ 200.00 but withheld my winnings of R$ 1,380.00. Yet again, they let me fulfill the entire rollover only to block my withdrawal.

4- I understand the casino's rules, but in these two cases, there seems to be a lack of leniency. Looking at the entire history of my betting, I have done everything that they requested. I am not asking for millions, which for the casino would be nothing. This has led to my dissatisfaction as a customer.

I would appreciate your thoughts on this matter and any assistance you might provide. If you need more information, I am more than happy to provide it.

P.S. My deposit amount is available for withdrawal, but the total amount that I won has already disappeared from my account.

Realizei um depósito de R$ 400,00 para um bonus de 150%, entrei no dinheiro do bonus e tive que fazer o rollover necessário, consegui terminar o rollover e solicitei o saque. Ontem obtive a negativa do saque, dizendo que eu violei as regras do bonus.

Na liga??o o atendente disse que eu tinha realizado uma aposta acima do valor maximo permitido, que seria de R$ 9,00. eu tenho 100% de certeza que nem cheguei perto disse, pois a minha maior aposta foi de R$ 2,50. Após o questionamento ele voltou atrás e disse que o motivo era multi guias, me disse que no caso eu n?o poderia jogar em varias guias ao mesmo tempo (o que realmente aconteceu), eu estava jogando com 2 telas no computador e um outra tela no meu celular mesmo com 3 telas no total n?o atingi o valor maximo da aposta de 9 reais.

Eu estava jogando com 3 telas pois o rollover é enorme, eu teria que ficar muito tempo para atingir a meta.

Eu estava jogando no mesmo ambiente com o mesmo ip, mas com aparelhos diferentes.

Isso n?o faz nenhum sentido cancelar a retirada, o pessoal que joga fazendo bonus hunt / rollover as vezes est?o com 4 telas ao mesmo, ou seja 4 guias ou mais.

V?o alguns questionamentos a seguir:

1- se eu estava cometendo um infra??o, porque me deixaram ir até o final e somente depois de completar o rollver e solicitar o saque disseram que n?o poderia sacar o montante ganho, se tivesse sido avisado eu teria aumentado a aposta e terminado antes, pois ja sabia que n?o importava o desfecho, eu iria ficar somente com o valor deposito ou sem nada caso perdesse, isso foi sadismo deles.

2- pq no contato dizendo que n?o poderia fazer o levantamento me disse que foi uma aposta acima de R$ 9,00 e n?o a tal das guias, e como eu disse se n?o poderia jogar com mais de uma guia, pq permitiram jogar ent?o, n?o faz sentido isso.

3- essa foi a segunda vez que aconteceu o bloqueio de saque, eu tinha feito um anterior, mas depois de completar eu perdi, pois teve uma aposta que fiz de R$ 12,00 (foi apenas uma dos mais de 18mil giros em varias slots) onde cometi um miss click na slot chaos crew, e aposta acabou sendo vencedora (144,00), tentei argumentar mas n?o teve jeito, devolveram os R$ 200,00 de deposito e reteram os ganhos de R$ 1.380,00, e novamente me fizeram ir até o fim do rollover e só informaram quando solicitei o saque.

4-eu entendo das regas do cassino, mas nesses dois casos relatados acima, teria que haver um bom senso, pois se olhar todo o historico fiz tudo que pediram, n?o estou solicitando milhoes, e esse valor para o cassino n?o seria nada, tanto em vista que o valor de alguma forma vai voltar, pois iria voltar a jogar no mesmo cassino posteriormente, mas isso gera uma insatisfa??o da gente como cliente.

Gostaria de uma opin?o de vocês do assunto e se de alguma forma poderia tentar fazer alguma coisa por mim, se precisar de mais dados, estarei a disposi??o.

P.S o valor de deposito esta disponivel para saque, mas o montante que tinha, já desapareceu da conta.

Dear denisonmonteiro10,

Thank you very much for submitting this complaint. I'm sorry to hear about your issue. I have checked the casino's Terms and Conditions, and this is what I found:

9.5. 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.

Nevertheless, we consider this rule to be unfair and it negatively affects the casino's safety index rating. From our point of view, playing from several tabs/windows alone does not give the player any advantage over the casino.

Regarding the maximum bet, could you please provide me with your gaming history, so that we can check your betting activity? The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time. However, if you feel like you have been accused mistakenly, forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is [email protected]. 

If there is any other relevant communication between you and the casino, please send it as well. 

Thank you in advance for your reply. 

Best regards

Veronika

Veronika, good afternoon!

Thank you for the fast service.

I don't know if you understand, I made the first deposit of 200% but I ended up making a miss click and I accidentally bet R$ 12.00 and therefore I was penalized and couldn't get the winnings, the deposit amount of R$ 200 was recovered, 00. How the bet was actually made, even though it was a single bet unintentionally, there wasn't much to do, just common sense on the part of the casino, which unfortunately wasn't there, this matter is closed, I just included it to illustrate the entire story.

My question was the second deposit I made of R$400.00 getting a 150% bonus. When they first claimed that they had placed a higher bet than allowed, I called support and said that there was NO bet greater than R$ 2.50, then the attendant came back and said that the reason was several open tabs, so they disqualified the rollover and excluded the winnings.

So the punishment of R$ 3,688.00 was not a bigger bet but, according to them, several tabs were played simultaneously, I say that I played a maximum of 3 at the same time, being on a cell phone and a computer and both combined did not exceed the limit of R$ 9.00.

And as you said in your post, there is no advantage in playing several tabs at the same time, the only issue would be the time to perform the rollover faster.

And if I couldn't play several tabs, why was I able to play? because the game was not interrupted and spoken to me via email, chat, phone call or any other means of communication.

I feel like I was harmed, because I see debut players playing several tabs, I don't see any problem with that.

I hope this clarified the situation better.

Thanks in advance for your time

Veronika, boa tarde !

Obrigado pelo pronto atendimento.

N?o sei se entendeu, realizei o primeiro deposito de 200% mas acabei cometendo um miss clic e apostei R$ 12,00 sem querer e sendo assim fui penalizado e n?o pode obter os ganhos, foi reavido o valor do deposito de R$ 200,00. Como foi de fato realizado a aposta, mesmo sendo uma aposta unica sem querer, n?o tinha muito o que fazer apenas bom senso do cassino, que infelizmente n?o houve, esse assunto se encerrou, coloquei apenas para ilustrar todo o relato.

O meu questionamento foi o segundo deposito que realizei de R$ 400,00 pegando um bonus de 150%. Nesse que eles no primeiro momento alegaram que tinha feito uma aposta mais alta do que o permitido, liguei para o suporte e falei que n?o teve NENHUMA aposta maior que R$ 2,50, ai o atendente voltou atras e disse que o motivo era varias guias abertas, por isso desqualificaram o rollover e excluiram os ganhos.

Ent?o a puni??o do valor de R$ 3.688,00 n?o foi aposta maior e sim segundo eles de varias abas sendo jogadas simultaneamente, digo que joguei no maximo 3 ao mesmo tempo, sendo celular e computador e ambas somadas n?o ultrapassava o limite de R$ 9,00.

E conforme você disse no seu post, n?o tem vantagem nenhuma em jogar varias abas ao mesmo tempo, a quest?o somente seria o tempo de realizar o rollover mais rapido.

E se n?o podia jogar varias abas, porque consegui jogar ? pq n?o foi interrompido o jogo e me falado via email, chat, liga??o ou quaisquer outros meios de comunica??o.

Sinto que fui lesado, pois vejo jogadores de estream jogando varias abas, n?o vejo problema alguma nisso.

Espero que tenha esclarecido melhor a situa??o.

Desde já agrade?o a sua aten??o

Thank you very much, denisonmonteiro10, for providing all the necessary information. I will now transfer your complaint to my colleague Peter ([email protected]) 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.

Thanks ! I'm waiting !

Obrigado ! Fico no aguardo !

Hi denisonmonteiro10,

I have reviewed your case and understand the situation. Allow me to reach out to the casino and make every effort to assist you. I would like to invite Slottyway Casino to join the conversation and contribute to the resolution of this complaint.

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.

Hi, apparently he won't get in touch but I'm grateful for your attention.

Olá pelo jeito ele n?o vai entrar em contato mais fico grato pela aten??o

Hi denisonmonteiro10,

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. In the meantime, I recommend you contact the CIL Gaming Authority ([email protected]) and submit a complaint to them. The Gaming Authority has more options and tools to help players. I am sorry I could not be of more help on this occasion.

Best regards,

Peter