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SlotWolf Casino - Delayed payment from SlotWolf

RESOLVED

Complaint Info

Disputed casino

SlotWolf Casino

Amount

€ 300

Posted on December 8, 2021

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.

AskGamblers
Posted on January 27, 2022

Dear all,

This complaint has been reopened as per SlotWolf Casino request and the AskGamblers Complaint Team would like to give it one more try and help both parties involved into the dispute reach a satisfactory resolution.

Posted on January 27, 2022

Dear Heiko,

Kindly note that the said payment was approved from our side. According to our system, the transaction was successfully.

The reason why bank statements have been requested, is solely for the purpose to see that the said transaction was not received by you.
We do understand that this procedure can be intrusive, however, in order to open an investigation, we have to make sure that the funds indeed did not reach you.

As some time has passed by now, we kindly ask you to check your bank account again and verify if the payment was received.

Thank you for your cooperation!

AskGamblers
Posted on January 27, 2022

Dear @hrank,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and let us know if you have received the disputed payment. Please be notified that, in case you fail to respond within the given timeframe, we will consider your case resolved and it will be closed accordingly.

Please keep in mind that, as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaints system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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