Reclamação #11 SlotWolf Casino

My account was verified and then they started to ask for new documents over and over again

Por Zoran M.

há 6 anos

Hey everyone! I made my account in SlotWolf casino on 02.12.2019 i think and i deposited 100€ (whitout any bonus) which i lost, i deposited later on 13.12.2019 220€ i wagered them and i tried to withdraw them. I sent them all the documents they asked for and they said me that my account is “verified”. They told me after that they can’t pay less than 500€ with bank transfer so i have to do with some E-wallet. They made me to deposit another 20€ with EcoPayz so that they will send me my money. After i deposited with EcoPayz the agent that i wrote with told me that now i can withdraw my money everything will be good. The next day they asked for all the documents again plus a screenshot from Ecopayz account. I sent them and everything was approved, i wrote again with the agent and they told me that now i can submit my withdrawal. I did and it was rejected again. They wanted a selfie (i sent them a selfie with a id before) with a note “Hi SlotWolf Casino”, current date and a WINK from me. I sent them and the next day they wanted everything same just with my ID in my hands. I sent them, but it was rejected. I asked where is the problem in the chat. And the agent told me that i need to WINK ( there was a wink on the first picture without ID, but i forgot it on the second one) I send it again with a WINK, and the agent told me i can submit a withdrawal again. I did and now they are asking for more documents. They asked me now for source of wealth plus EcoPayz transactions in the last three months. I sent them both documents, but now they want a document from where i work plus they want again screenshot from my EcoPayz account although i have sent them already twice. I asked them if i can send them a document from selling a property and they said yes, but after i sent them it was rejected. I will send you some of our conversations here.
You can see in the first picture how they say that all of my documents are verifeid and then they change their mind our of nowhere. I am looking forward from an answer from you. Thanks in advance.

Cassino em disputa SlotWolf Casino

Motivo Problemas de verificação

Discussão

AskGamblers

• Support Team

há 6 anos

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that SlotWolf Casino management acted in accordance with their Terms and Conditions. Moreover, due to the complainant's last post it became clear that the player is not willing to cooperate more further with casino, in regards of finalizing verification process.

We are using this occasion to remind the player that as per the AGCCS Terms and Guidelines which s/he accepted upon registering and using our complaints system, the player is obliged to provide the necessary level of assistance and cooperation during the process.

The AskGamblers Complaint Team maintains zero tolerance towards players trying to abuse our complaint service and not using it in a good faith. Therefore, we made the decision to reject this complaint and to impose a permanent ban on the player to use our services from now on.

SlotWolf Casino

• Representative

há 6 anos

Dear @zoranmitev,
we have a full understanding of this situation which became very annoying for you, but we are kindly asking you, Zoran, for your assistance as well. We haven't received the document which is the most important for us at this stage - the proof of wealth from your job. We have provided you with all the necessary instructions and ready to further instruct you more on how exactly the document shall look like. Also, which is most important, the document is crucial at this stage for us to be able to approve your withdrawal. We are getting as much frustrated as you when we do not see your willingness to speed up the whole process. Our apologies once again, and we are hoping to hear from you soon and to see the document in question uploaded.

Usuário inativo

há 6 anos

Dear @AskGamblers as i can see from this case you are working for the Casinos and you do everything in they favor. After sendind 13 official documents they still want documents from me and you are not doing anything about this.

I want you to mark this case as not resolved, because i don't want to do nothing else with you anymore.

SlotWolf Casino

• Representative

há 6 anos

Sorry once again for the misunderstanding between you, @zoranmitev, and our support agents! They've been instructed on what exactly is needed from you to be uploaded. We hope for your understanding, and thank you once again!

Raio-X do SlotWolf Casino

Resolvido 17 / 17

Valor médio $1,183

Duração média da reclamação 6 dias

Resposta média 1 dia

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