Complaint #2 SlotWolf Casino

Unfair and unexplained winnings confiscation

By Vyacheslav N.

6 years ago

Hello
I registered on Slot Wolf Casino, made deposit of 150 euros and received 150 euros bonus. After fulfilling my wagering requirements I won 846 euros. I was required to submit many documents to verify my identity. I submitted all of the documents and answered the questions during the phone call. After that, my account was blocked and my winnings as well as my deposit were confiscated. I didn`t receive any e-mail from the casino that would state the reason for the block. I sincerely hope that AskGambler`s team will help with this issue.

Disputed Casino SlotWolf Casino

Reason Declined payment

Discussion

AskGamblers

• Support Team

6 years ago

AskGamblers Complaints Team has been provided with enough information and evidence on behalf SlotWolf Casino management in regards of this complaint to confirm and justify the casino actions. The player didn't pass the KYC and the casino acted accordingly to terms and conditions, more specific:

We reserve the right to make a phone call to the number provided in your user account, which at our own discretion can be a necessary part of the KYC procedure. Until the account is fully verified, no cashouts will be processed. In case the provided phone number is incorrect, missing or false or the player will not answer the phone call, we reserve the right to confiscate your winnings and/or disable your user account. We will make reasonable efforts trying to contact you regarding the withdrawal of the funds, but if we are not able to reach you (by email or phone) in two (2) weeks, the funds will be retained by the Company, since you have failed to pass the KYC procedure.

Based on the above, AskGamblers Complaints Team has no other choice but to reject the case. In case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

Japasorkow

• Russia

6 years ago

Regarding the call, I answered all the question except for the slots and the bets because I was playing on 13th of September and you called me on 19th. I answered the question about the slots partially because I still remember saying that I played Drive slot and bet on that one. Do you really expect me to remember all the providers? I am not a very experienced player and not really familiar with all of them. I didn`t remember about the other slots after 6 days. The question about VPN was confusing and I didn`t have enough time to reply because I am not sure about what you meant by it.

SlotWolf Casino

• Representative

6 years ago

Hi, JAPASORKOW,
During the call you didn't tell your full name correctly; couldn't say which slots and providers you played; couldn't say if you use VPN or not; how many slots you players and which bets you placed. Based on these data, the antifraud department made their decision.
We have sent the recording to the AG representatives for their opinion, as well.

Japasorkow

• Russia

6 years ago

Hello Slot Wolf
I am afraid that you are being confused. First of all, I didn`t have any skype verification to begin with. I only had a conversation on the phone and I answered all the questions. To confirm that, please send the recording of our phone conversation to AskGamblers team

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