Wolfy Casino - Pelaajan voitot on takavarikoitu.

My winnings were voided. Im not sure exactly how much, it was between the $400-600 range.

I will send you my email history to better explain the situation, to show the back n forth between me and their support. It is attatched.

Wolfy casino has a weekend bonus that requires a clean deposit of at least 100 euro(150cad) during the week, before using the weekend bonus. It states in their terms and conditions that depositing clean during the week will allow me to "choose to play the weekend bonus at a later date" . So my deposit was on the 25th of September of $150, i played it, which means "at a later date" i am eligible for the weekend bonus. My next deposit (before my weekend deposit) used a bonus called Octoberfest which does not require any clean deposit beforehand, nor does it say in the T&C that it will interfere with the weekend bonus that I was supposedly eligible for. Well i played the Octoberfest and then deposited for the next week's weekend bonus. I made sure everything was right with chat, and I was granted the weekend bonus. Well I won with that bonus and completed the wagering (its only 2x wagering) and attempted to withdraw and I had my winnings then confiscated and my deposit returned. They will not email me back anymore about this I have tried and tried for months.

Please help as I don't see how I was breaking any rules.

Thankyou very much

Dear lordmongovius,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience with Wolfy Casino.

Please allow me to ask you a few questions, so I can better understand the situation. 

• Do I understand correctly the weekend bonus is a deposit bonus?
• Could you please explain how much you deposited and how much was the casino's contribution in bonus money?
• Could you please explain how you activate this bonus? Is it in the account, via live chat or is it credited automatically?

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Tomas

Hi.

Yes the Weekend bonus is a deposit bonus

I deposited $200 for a 100% match. so $200 in casino bonus money for a total of $400.

Its hit or miss. Sometimes activating it and depositing through their deposit screen works, other times you have to deposit and keep chat on the line and they will then manually activate. In this case I asked chat to activate it. I'm fairly certain. (My memory is a bit faded but I can try to find out if I used chat or it automatically went through)

Thankyou

Thank you very much, lordmongovius, for providing the necessary information. I will now transfer your complaint to my colleague Kubo (jakub.m@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.

Dear lordmongovius,

I'm Kubo, and I will be taking care of your complaint from now on. If there have been any new updates regarding this case since the last information provided, please let me know.

I would like to invite the Wolfy Casino's representatives to join this discussion and provide any available information to help resolve this issue.

Dear Wolfy Casino,

Could you kindly provide detailed information regarding this case and clarify the reasons behind the player's winnings being voided?

Thank you in advance for your response!

Best Regards,

Kubo

Dear

We would like to inform you that the player has not made any clean deposit in order to qualify for Saturday bonus. Players need to have at least 100€ of clean deposits during the week in order to be eligible for Weekend bonuses per our terms and conditions.

Player has so far deposited 12times and claimed 12 bonuses, which can suggest pretty clearly that no clean deposits without a bonus have been made overall.

Additionaly we have informed player that he is not allowed to claim any bonuses anymore on 5th of December 2024 and despite that player has still claimed a new bonus on 14th of February. This is to remind the player that all the future winnings will be voided in case he claims any new bonuses.

For any documentation and explanation needed by CasinoGuru we are at your disposal.

Kind regards

Wolfy team

Wow... this response from them is.. just wow lol. First of all it is entirely untrue, second of all its rude.

I definitely and 100% have made the clean deposit in which I described. I think I have made several clean deposits actually. (In order to claim their weekend bonus.) So this is simply and purely untrue.

Them barring me from bonuses and me being allowed via chat to claim a feb. 14th bonus is completely irrelevant to this case.

Would you like me to obtain any more information? Such as the proof of deposit etc? Thanks.

Dear Wolfy Casino,

Thank you for your clarification. Could you kindly provide the player's deposit history along with the bonus claim history, ensuring that the linkage between deposits and specific bonuses is clearly visible?

Please send the relevant details to my email at jakub.m@casino.guru.

Thank you for your cooperation.

Dear lordmongovius,

I wanted to let you know that I have received an email from the casino. I will review its content as soon as possible and keep you informed about any updates.

Thank you for your patience.

Dear lordmongovius,

Unfortunately, the casino has provided evidence that every deposit into your account was associated with a bonus. As a result, the requirement for a clean deposit between bonuses was not met, leading to the cancellation of your bonus.

Given these circumstances, I must reject your complaint as unjustified.

Thank you for your understanding, and I’m sorry I couldn’t provide a more favorable resolution in this instance. If you encounter any other issues with this or any other casino in the future, please don’t hesitate to reach out to our Complaint Resolution Center. We’re always here to assist you!

Best Regards,

Kubo