Complaint #81 SlotWolf Casino

Stalling the payment of a big win

By Emma R.

5 years ago

My names Emma, I am having trouble with SlotWolf Casino which i hope you can help.

Right, so on 19th Feb i played at this casino for the first time, I lost 160 whilst participating in the welcome bonus they gave me. The next day they sent me more offers, '2nd deposit bonus and 3rd deposit bonus'. I took part in these offers and on the 3rd deposit i had a huge hit on the slot called starquest for over €3800. I have a photo if that helps...

Ok so now i had to wager a certain amount before i could withdraw my winnings, I did just that, it took some time but it went well for me. I then requested a withdrawal for my full balance - €3800. I uploaded my passport and Bank statement for verification. Then it all started to become a problem with excessive continuous requests.

They asked for a selfie holding my passport - I Sent.

They then asked for a selfie holding my passport, holding a piece of paper saying hello SlotWolf - I Sent.

They then asked for proof of origin of funds - I sent my Bank statement which shows my regular income.

They also asked for a THIRD selfie, with my passport and paper saying hello SlotWolf and Blink my eye. lol

Basically its just a merry go round for 3 weeks. They're not transparent with me and i am really worried if i will ever see my winnings. I honestly don't expect things to be so difficult and this casino has good ratings here. I even said to the Casino I hope they delete these embarrassing selfies of the system after too. Its just excessive and over the top. It looks like abuse of the verification procedure in order to delay or something. I have no problem whatsoever of the verification process, I've done this before but this is new to me. At this rate i just don't know when why will verify me.

If you can check with the casino and get a resolution that would be amazing. Like i said, 3 weeks since i won and i just want to spend my winnings :(

I've attached some files to help. I would attached my Bank statement showing origin of funds but i think i prefer to send that by email if you need it.

Disputed Casino SlotWolf Casino

Reason Verification issues

Amount €3800

Discussion

AskGamblers

• Support Team

5 years ago

Dear all,

As apparent from the submitter's latest post, the AskGamblers Complaint Team is pleased to announce the case has been resolved and closed.

We thank both parties for their assistance during the complaint process.

emroche95

• Ireland

5 years ago

Received the Payment. Thanks Slotwolf and Thanks to Askgamblers!

AskGamblers

• Support Team

5 years ago

Dear @emroche95,

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.

SlotWolf Casino

• Representative

5 years ago

Hi all!
The cashout has been sent via Neteller (the receipt is also sent to AskGamblers support team).

Emma, please check your account and confirm that the payment is received.

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