Reclamação #1 SlotWolf Casino

Unfair and unexplained winnings confiscation

Por Vyacheslav N.

há 6 anos

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.

Cassino em disputa SlotWolf Casino

Motivo Pagamento negado

Discussão

AskGamblers

• Support Team

há 6 anos

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

há 6 anos

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

há 6 anos

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

há 6 anos

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

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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