Slottyway Casino - Canceled €300 balance citing a vague bonus rule

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Slottyway Casino

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€ 300

Veröffentlicht am 25. Januar 2021

So i registered to casino on title and got welcome offer of free spins. I completed them and the wagering and at that second i completed it my balance was decreased heavily. At the end of wagering my balance was little over 300 euros and it was decreased to 5 euros when completed.

I contacted customer support and they just say this: You have completed with wagering requirements of no deposit bonus. In accordance with our Terms and Conditions, by paragraph 8.17. it is mentioned that there may be limits for the withdrawal amount from no deposit bonuses. In your case, the maximum win sum of the offer is 5 EUR, which you've received after consuming the bonus.

BUT i wasn't withdrawing the money. It was decreased mid gambling.

I'm sure they would decrease the withdrawal since the terms allow them to and im okay with that if they want to be a**holes but i should still be able to keep the balance up if i got it there.

Would be nice to have a outsider to settle this.

Veröffentlicht am 26. Januar 2021

Hello dear player
We gave you 60 Free spins after registration in the game Jumanji. This is a no deposit bonus. There are rules for fulfilling the conditions of the no deposit bonus and wager.

According to the rules:
- When creating a request for payment, there must be no uncompleted bonus games (free spin) on your account, received completely or partly with the use of free bets and risk-free bets, for which the outcome of the events has not been received. In order to withdraw funds, finish the game or cancel activated bonus rounds, free bets and risk-free bets.

- All winnings are transferred to the balance and the money can`t be withdrawn until you bet the necessary amount of times (wager).

- When the wager for bonus is fully processed, the bonus part is transferred to the main balance and the possibility of withdrawing any amount opens, within the available funds.

- Not all bets are counted as wagering the bonus. There is a number of exceptions (games) that do not count or count with lower contribution.

- Only one bonus can be active at the same time on your account.

Dear player,  we've checked information. You have met the conditions of the no deposit bonus. During this gaming session you  haven't  made a deposit and lost all balance when the conditions of the no deposit bonus are met.   
You didn't do a withdrawal request earlier. At the same time, there are no funds on your account. 

We understand that you have lost and we are sorry to hear about your anxiety, but unfortunately in the casino you need to be ready to lose. 

Dear Ask Team, we fulfilled all obligations to the player and didn't violate the rules on our part.

Dear player, we hope that in a future playing will bring you only joy and you will be glad with winnings in Slottyway Casino. 

all best wishes,
Slottyway Casino

Veröffentlicht am 26. Januar 2021

Thanks for reply, so you have nothing to say about the balance decrease from +300 euros to 5€ euros? I Lost that 5€ you decreased my balance to, yes but i still havent got an explanation why my balance was reduced middle of gaming.

Your customer support was telling me there was a maximum win of 5 euros from No deposit spins but i dont see any kind of winning limit In your terms.

Veröffentlicht am 26. Januar 2021

Dear player,
every bonus has it’s terms and conditions. No deposit bonuses has limits on winnings from no deposit bonus.

30. Bonus money
- After creating an account on Slottyway you can be rewarded with bonus money - encouragement for various achievements. The amount received after wagering a free registration bonus may be subject to additional limits.

No deposit bonus we offered you:
60 free spins in the game Jumanji, wager - 40х, the amount of maximum bet will be up to - 2 EUR while wagering, and limit to withdrawal - 5 EUR.

According to these conditions of the no deposit bonus and no deposit bonus in the game Jumanji, after all the conditions are met, your winnings have been reduced to the limit in the game.

all best wishes,
Slottyway Casino

AskGamblers
Veröffentlicht am 30. Januar 2021

Dear Slottyway Casino,

The AskGamblers Complaint Team is kindly asking you to provide a detailed explanation of the issue along with all the relevant facts and evidence that could support your statement. We kindly ask you to present evidence where is cleary visible that aforementioned bonus has a maximum withdrawal limit. Please make sure to state all the relevant casino and/or promotional terms where maximum withdrawal limits for no deposit bonus are stated, if any. Please send required information to suppor­t@a­skg­amb­ler­s.com directly.

Please note that according to the AGCCS Terms, we consider all the information presented during the course of our complaint process confidential and as such it will not be shared with third parties.

Please be in aware that in case you fail to respond and/or provide requested information within the given timeframe, the complaint will be closed as unresolved.

Thanks in advance for your cooperation.

Veröffentlicht am 2. Februar 2021

Dear All,
We provided a detailed explanation of the issue and  sent required information to suppor­t@a­skg­amb­ler­s.com directly.

all best wishes,
Slottyway Casino

AskGamblers
Veröffentlicht am 4. Februar 2021

Dear all,

We regret to inform you that despite all the AskGamblers Complaint Team requests, Slottyway Casino management failed to provide reasonable justification and/or solid evidence which could prove the validity of the accusations against player.

Unfortunately, in this situation, the AskGamblers Complaint Team has no other choice but to close the case as unresolved and advise the player to seek further assistance from the relevant regulatory body or appointed ADR entity.