Wolfz Casino - Pelaajan kotiutuspyyntö on viivästynyt.

Had no problem depositing and playing at this casino. Lost some money, and finally had a bit of luck to win back a portion of my losses.

Made my first withdrawal on the 18th of June. No efforts have been made to process it to date. It is still in the "Initiated" status as it was when I first created it.

All emails sent to their support email, support@wolfz.io, do not get delivered because of a server issue, and there is no Live chat, so I have no way of contacting them, and they have not reached out themselves either.

Wondering if this is a "Deposit only" casino, and hoping that submitting this complaint will help me get a response and process my withdrawal.

Dear TheDK27,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.

That’s why we advise players to be patient, cooperate fully with the casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, please let us know, and we will intervene and try to help you.

Thank you in advance for your patience and understanding.

Best regards,

Veronika

Hi Veronika,

Thank you for the swift reply and useful information!

One of the main reasons I submitted this complaint fairly soon after the withdrawal (although a 7-day processing time for a withdrawal of that size is still a lot compared to today's standards) is that I have no way to contact the casino, and they haven't reached out as well. My emails get returned, and there is no live chat; this is a major red flag.

Will wait and update this thread as soon as there is any progress, or lack thereof, after the 14 days.

Best Regards,

TheDK27

Thank you for your response. Since the 14-day waiting period has almost passed, could you please advise if you received your withdrawal in the meantime?

Has the casino contacted you at all?

Could you please confirm that you have passed the KYC verification?

Have you accumulated your winnings with or without an active bonus?

Thank you for responding and taking an interest in the current situation, Veronika.

The withdrawal is exactly in the same state as it was when I created it on June 18th.

The casino has not contacted me, and all of the emails I have sent have bounced; none of them got delivered due to a server error.

I would happily pass the KYC, but there is no apparent place to upload documents, and since the e-mail address is unresponsive, I have no place to send documentation if needed.

The casino seems to be a ghost town, or worse yet, they are deliberately ignoring my withdrawal request. At the same time, the option to cancel the request is made very prevalent for obvious reasons.

Would very much appreciate any help!

Thank you very much, TheDK27, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.

Dear TheDK27,

I am so sorry to hear about your problem with the casino. I will contact the casino and try to resolve the issue as soon as possible.

Now I would like to invite a Wolfz Casino representative to join this conversation and participate in resolving this complaint.

Dear Wolfz Casino,

Could you comment on the situation?

Thank you in advance for providing the information.

As an update, nothing has changed. It has now been over 20 days since I made the withdrawal. No updates, no contact. This can not be considered normal in any circumstances.

Provided the withdrawal is not processed or, at the very least, a reasonable explanation is given by the end of this week, I will issue a formal complaint with the licensing authority of this casino.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear TheDK27,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. However, the GCB states on its website that they do not handle individual disputes between players and gaming operators. It seems the regulator will only pay attention to complaints regarding potential violations of law. It is possible to contact the GCB via this contact form. I am sorry I could not be of more help on this occasion.

Best regards,

Stefan, Casino.Guru