Complaint #63 SlotWolf Casino

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

By mickyb733

6 years ago

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?

Disputed Casino SlotWolf Casino

Reason Delayed payment

Amount €5221

Discussion

AskGamblers

• Support Team

6 years ago

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.

mickyb733

6 years ago

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

SlotWolf Casino

• Representative

6 years ago

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!

SlotWolf Casino Complaint Stats

Resolved 17 / 17

Avg. Amount $1,182

Avg. Complaint Duration 6 days

Avg. Response Time 1 day

SlotWolf Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 12 out of 12 complaints in this category have been resolved.

This operator's average complaint duration is 6 days, while the average duration across all operators is 8 days.

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