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SlotWolf Casino - Long verification and no response from the casino for 2 weeks now

REJECTED
Complaint Info
Disputed casino SlotWolf Casino
Reason Delayed payment
Amount € 5221
Posted on September 28, 2020

Over 6 weeks ago I won €5221 on Slotwolf Casino. Initially I was asked for normal documents to prove my identity, which I provided. Slotwolf then asked me to send another picture, this time of me holding my ID, which I sent.
Then they said this was not acceptable, and they now wanted a picture of me, holding my ID and a handwritten note. I sent this also.
They replied that this was not acceptable either, that the note needed to be on 'checked paper'. At this stage I was getting very annoyed with them, why have they asked me to provide several pictures that already knew were not going to be acceptable, and what is 'checked paper'?
I emailed them a complaint about this, and also sent them another picture as requested, this time handwritten on lined paper, which I assume is what they meant by 'checked'
This was 2 weeks ago and I have since heard nothing at all back. I feel that Slotwolf are using a completely unreasonable series of requests to delay or possibly try to avoid paying me altogether, which seems very unfair. Even given this I have provided everything they have asked for and now they have just gone quiet. Please can you help?

Posted on September 29, 2020

Dear MICKYB733,
sorry for the time you had to wait, our support agents must have informed you that the next stage of your verification shall be a selfie with a note on a squared sheet of paper and your face while you are winking. Also, please, send your skype contact to the live chat. After this procedure is completed, we can go on with the withdrawal.
Thank you for your understanding!

Posted on September 29, 2020

this must be some kind of joke. Winking?! askgamblers is this what you call acceptable behaviour from a casino?

AskGamblers
Posted on September 29, 2020

Dear @mickyb733,

The AskGamblers Complaint Team is kindly asking you to assist the SlotWolf Casino team further and send the required verification information.

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. Should you refuse sending the required verification information, we will have no other choice but to reject the case and recommend you forwarding it to the relevant regulatory body.

Thanks for your cooperation.

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