Complaint #64 SlotWolf Casino

Confiscated my winnings without clear explanation

By Robert S.

5 years ago

Part 1. SlotWolf confiscated my winnings. I want my money back from my winnings.
While playing the slots, there were no visible bugs issues. The winnings came from several games, from bonuses.
Finally casino told me "It was a technical error from provider side" - and this problem was after i win?? Is no serious...
All the time casino can do it the same story, if any player win cash they can confiscate money and told "that was technical error - provider site".
I make deposit to casino not with the provider. Supplier problems are problems between the casino and the supplier, not the casino and the player.
Part 2.
The conversation with casino was start on his website. Im send him email " what happened with my withdraw?" ( after 3 days from my withdraw).
2 times i try ask about this on chat casino. Each time i heard information "everything is ok, now this transaction i pending, our manager is very busy. So i think ok. Few hours later i decide wright an email with this same question to support.
Answer from SlotWolf you see on screens no.1, no.2, no.3.
I try find my bet history and I was surprised as my win history was removed from the casino. Currently, only what you can see on the screenshots is left . Screen no 5. is all my story of the bet history i cant find earlier bet history. Its only this page. the screenshots are more readable no6 no7.
After this casino left my my deposit balance 100 PLN. I try play on Demon slot and i lose.
About provider and game with i build a balance 900 PLN - it was play ngo, games 1. Beast of Wealth; 2. Temple of Wealth; 3. Celebration of Wealth. Im not remember title of 4-th one but this three is for sure 100%.
It's very strange, i just wanted to find these games on the casino website and i don't see them. Perhaps they have been removed.
I dont have more proffs on this case. Like you see, casino decide 3 day after my winnings to confiscate them. Now this games is not available...
Casino delete my bet history from all this period. Casino told is was provider error never explain my what happened.
I emphasize that there were no technical problems at the time of my game. Winnings came from hitting bonus games on various slots.

Disputed Casino SlotWolf Casino

Reason Other

Amount zł900

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

AskGamblers Complaint Team has been informed that both parties reach to an agreement and we would like to thank both parties involved in this case for their cooperation.

We consider this case Resolved and closed.

AskGamblers

• Support Team

5 years ago

Dear all,

We regret to inform you that despite all the AskGamblers Complaint Team requests, SlotWolf Casino management couldn't provide reasonable justification and/or solid evidence which could help us review and decide on this case adequately.

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.

rekrut81

• Poland • 1 reviews

5 years ago

Summarizing the whole situation, no one is able to present evidence of the actual existence of an error on the part of the game provider.
In my opinion, no error occurred and the funds were confiscated at the will of the casino. This is unfair to me.
Of course, there are different situations, probably technical mistakes too. Such mistakes must be proved, after all, it is about losing money of people who invested it in a given casino.
Perhaps the casino should come up with some initiative on how it can compensate for this loss of funds.
It all depends on the casino, or rather the quality of the casino ...

SlotWolf Casino

• Representative

5 years ago

Dear REKRUT81 and AG Team,
we are sorry to inform you that unfortunately PlaynGo refused to provide an email where they could possibly give any information, and we didn't find any information about that on their official web site. Based on their unwillingness to cooperate on this issue, we shall say that we are not able to submit a relevant response. According to our terms and conditions, we cannot refund the winnings to the players, either. We are very sorry, but unfortunately, there is nothing else we can assist with at the moment, thank you for your understanding.

SlotWolf Casino Complaint Stats

Resolved 17 / 17

Avg. Amount $1,182

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

SlotWolf Casino Complaints

See all complaints for this casino

Deposit didn't arrive after 7 days

I made a deposit of 750 and 250 euro. It never get into my account. Its now more than a week ago and when is asked customer support for help, they say that they have to wait for a answer from the provider.

But when I asked the provider (volt) they say they have already give the information. I can see on my bank account that the money has go to Slotwolf. And they should arrange that i get my money back.

So please help me.

Resolved

€1,000

Withdrawal status pending 5 days already

My windraw is status pending from 21 APR 2023, 18:12 if I ask about my windraw everyday I get this same answer:

Hello. One moment, please. Let me check your account 🙏

Unfortunately, we haven't received a response from the financial team yet, they are working on the issue, kindly ask you to contact us a bit later.

Thanks for your patience!❤️

Resolved

Declining withdrawal of 900 USD for no reason

Hello!

I'm a member of SlotWolf casino, fully verified, and have VIP status...I won 900$ and put it to withdraw, and then all hustle started...

I provided all documents I had been asked for, and even though I was verified, they ask me to upload my Id&selfie, documents from my business, banks statement from my business, bank statement from my personal account, and skrill statements all for the past 6 months, and I did. After that, they asked me to provide screenshots of withdrawals from other casinos, and I did...still not enough, after that they asked me for screenshots of withdrawals in all casinos for the past 6 months, and I did...Now they canceling my withdrawal without explanation...

Askgamblers, please solve this problem cause is getting ridiculous...I have all screenshots and chat transcripts, and I'm tired, I spent 2 days just calling banks, looking for documents, and finding all transactions they asked me for..

Resolved

$900

Pending withdrawal via mypaysafe

I requested the withdraw mypaysafe 1 day ago and I have not received it
and it was written that 12 hours is the maximum

The withdraw takes a maximum of 12 hours and it will be almost 24 hours
would you be able to look and speed up the withdraw? plss
I don't know what to write, they said the payment is fast on the site, but it doesn't look like that

Resolved

€66

Refuses to pay out my €550 without giving any reason

I got a balance of 550 euro on slotwolf. They always deny my cash out requests. First they ask for the regular KYC, proof of address and proof of Identity, which i sent in.

Afterwards they ask for proof of funds, which is ridiculous as i only deposited 700€ in total. I still complied and sent 3 month of bank statements. Then they ask for 6month of bank statements. I sent this too. Afterwards they ask for a document from my pension fund, which i also sent. Now they don't ask for anything anymore but they still don't pay my balance. All cash out requests get denied without telling me a reason, emails also don't get answered.

Please make this right.

Resolved

€550

Refuse to cashout a full verified account

Hello,

I have a very big problem with the casino Slotwolf
My account was fully verified and I received my cashouts in the past without problems, after my 4k winning 2 weeks ago I had to upload my source of income ( they verified it) and my bankstatement past 6 month. all fine but now they dont process the withdrawal of 4k the past 2 weeks and hold me in line.

Either they say "I have to upload my source" which is done and verified or they say "they need to check it" I get trolled at its finest without receiving my funds.

Please help me to get my winnings.

Best regards

Resolved

€4,000

Casino SlotWolf will not pay me

I joined this casino about a year ago, I've never won until recently. I hit a lovely big win and I have a balance of 3700 euro on my Slotwolf account which they locked and are refusing to send. I have provided them the following: Photo ID. Bank Statement. Selfie. Proof of Ewallet ownership, however they are still reluctant to send my winnings. I am running out of patience and hopefully this can be resolved here.

Rejected

€3,704

Need assistance with delayed payment

Since the 15 Of July they have been delaying my withdrawal of 517$.

I've submitted all my documents, they have been verified. Support is no help. They sent me a email that I'm verified two days ago, when I already had all my documents verified.

I've always deposited with pre paid neosurf or flexipin in this casino. I've submitted all my proof of payment. They are abusing the system by delaying my payment.

Resolved

$517

Delayed payment from SlotWolf

Hello AskGamblersTeam, I have a problem with payment from Slotwolf Casino and would like to ask you if you can help me.

I requested a payout on 22th of November 2021 for the amount of 300 EUR. Unfortunately, I have not received this payment to my bank account yet. I have already asked the Livechat why the cashout is taken so long, but the answer is always: "pls wait, the timeframe for bank transfers is 10 days"

Now the 10 days are over and still no help from the Livechat and no money at my bank account. Today I asked again and was told, that the money has been paid to me, but this is definitely wrong. The Casino want to have statements of my private bank account from November 22nd until today to check whether I have not received the money. I told them, that they should have a look into my casino account, my payment is still marked as outstanding. That means that the payment never sent to me.

Also, I told them, that I am not willing to make public all my private transactions from 22nd of November until today and I am not willing to send them my private bank-statements. It is for sure, that I never got this payment. Unfortunately I don´t know what else I can do to get my money from this casino and I hope for your support.

Many thanks and best regards.

Resolved

€300

Handling takes too long time

I registered to SlotWolf Casino on 27th of Feb 2021. I made three deposit and I won 1494,40€. I did withdrawal immediately after playing. Then I got email from casino that my withdrawal is canceled, because I have to send required documents to casino. When I tried to login, my casino account was disabled. On 28th I send my bank account details. On 7th of March I sent email where I asked have they already paid my withdrawal and in the same email I sent also my ID, proof of address and bank details again. For both of these emails I haven't got any reply. On 10th of March I contact SlotWolf Casino support via chat and asked about my withdrawal. They answered it will be paid soon. On 15th I sent email again and asked regarding my withdrawal, but I haven't got any answer.

Can you please check this.

Resolved

€1,494