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I did the ID verification, but the wolf keeps popping up to continue verification, so I can't charge

Hice la verificación de identidad, pero sigue apareciendo el lobo para continuar la verificación, así que no puedo cobrar

Dear Crysmartin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem with verification. To assist you effectively, could you please provide more information by answering the following questions:

• Can you describe the specific message or issue that appears when the "wolf" pop-up occurs? If possible, send me a screenshot or a video of the error. My email address is veronika.f@casino.guru.
• Have you tried any solutions to resolve this issue, such as clearing your browser cache or trying a different device?
• Have you reached out to the casino’s customer support for assistance? If so, what was their response?
• Have you submitted any other documents for verification, for example, proof of payment or address?

I hope we will be able to help you resolve this issue as soon as possible.

Thank you in advance for your reply.

Best regards,

Veronika

Hello CRYS,

Your account is associated with several other accounts playing from the same location, some of which have already been suspended, for this reason your account is permanently suspended.

On Sat, Jun 7, 2025 at 10:20 PM, C*** M**** (

Hola CRYS,

Su cuenta está asociada con otras varias cuentas jugando desde la misma localización de las cuales ya algunas han sido suspendidas por esta razón su cuenta queda suspendida definitivamente

El sáb, 7 jun 2025 a las 22:20, C*** M**** (<email hidden by Casino Guru>) escribió:

I just wanted to withdraw cash from the account and since it asked me for identity verification, it validated and sent me to the wolf logo repeatedly and the QR could not be read, so I opened the account through the PC and it still came out with the wolf logo and I can't access my account anymore, and now I can't withdraw my money from the account.

Yo solo quise retirar el efectivo de la cuenta y como me pedía verificación de identidad, se valido y me envió al logotipo del lobo en reiteradas veces y el QR no lo podía leer, así que abrí la cuenta por la PC y salía igual con el logotipo del lobo y no puede ingresar más a mi cuenta, y ahora no puedo retirar mi plata de la cuenta

Thank you for your message.

It appears that your account was closed by the casino due to a claim of multiple accounts. To better understand the situation and help clarify things with the casino, could you please confirm the following:

• Is there a chance that someone else from your household or using the same internet connection (IP address) has also created an account at this casino?
• Have you ever used a VPN, proxy, or any other IP-masking software while accessing the casino’s website?

Hello, I only deposited that day and played on my cell phone and when I wanted to withdraw from the platform, it asked me for identity verification, so I did it on my PC, but I live alone, it's my PC and I don't share it with anyone and there was no one who had entered my account or deposited and played, because I checked before making the deposit to see how my account was, therefore I know for sure that I only played in 2 games and then I wanted to make the withdrawal.

Hola , solo deposite ese día y jugué x el celular y cuando quise hacer el retiro de la plataforma, me pedía verificación de identidad, así que lo hice en mi PC ,pero yo vivo solo es mi PC y no lo comparto con nadie y tampoco había nadie que haya ingresado a mi cuenta o haya depositado y que haya jugado , porque verifique antes de hacer el deposito para ver como estaba mi cuenta , por lo tanto se bien que solo jugué en 2 juegos y después quise hacer el retiro .

Thank you very much, Crysmartin, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Crysmartin,

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I will contact the casino to shed more light on this matter and to see how I can help.

We would like to invite Lucky Wolf Casino to join the conversation.

Dear Lucky Wolf Casino,

Kindly provide me with any evidence supporting the alleged violations of your terms and conditions, of which the player is being accused. You can send the information and evidence to me at michal.k@casino.guru

Hello Team,

After thorough review, we have determined that this user has committed multiple violations of our Terms and Conditions, including but not limited to:

The creation and use of multiple accounts (multi-accounting), which is strictly prohibited

Change of Ip location under the same session

Additionally, we found strong indicators of fraudulent intent. For example, the user’s email address (falsa6899****) contains the Spanish word "falsa", which translates to "fake", further reinforcing the deceptive nature of the account.

As a result, the user has been permanently banned from accessing the casino.

Best regards,

Lucky Wolf team

Thank you for your response and the evidence, Lucky Wolf team.

Dear Crysmartin,

Unfortunately, after gathering all the necessary information and evidence, we are rejecting this complaint as unjustified due to breaching the casino's terms and conditions and bonus terms and conditions - multiple accounts established from the same IP address, and there was also a detection of an IP location change during the same session.

You mentioned that you live alone, which implies that no one else could have performed this action. All of this strongly suggests that you have created multiple accounts, which, naturally, constitutes a breach of the casino's regulations. Casinos have a very strict policy regarding multiple account cases that have been used in this way, and the casino has acted according to its terms and conditions as mentioned above.

I am sorry we could not be of more help on this occasion. Please do not hesitate to contact us if you run into any issues with this or any other casino in the future, and we will try our best to help.

Best regards,

Michal

Casino Guru