Slot Wolf Casino - Player cannot withdraw his money.

Hey! I made my account on SlotWolf casino somewhere in the end of November 2019 or start of December 2019, i deposited 200 euro which i lost immediately and then i deposited somewhere around 220-230 euro which i played some time and i stopped back at 200 and wanted to check how trustable they are and how fast the withdrawals are, i sent them the documents they asked for and my account was"verified". The minimum amount that they can send through bank transfer is 500eu so they told me to deposit minimum amount (20 euro) with some e-wallet and then i can withdraw my money. I deposited with EcoPayz and that's when all the problems started, after i tried to withdraw my money they said that now i need to verify my EcoPayz account, i sent them screenshot immediately, the next day they wanted all of the documents again, ID, proof of adress, bank statement and also screenshot from my EcoPayz account.

I sent them everything again, next time they asked for a selfie with the id card, after i send them the next day they asked for selfie with me and a note with current date written and also a message (Hi SlotWolf Casino) and a WINK from me, the next time they wanted selfie with ID card, note with the current date and same message and also a wink from me, after that they wanted a source of wealth and asked for EcoPayz transaction history more than 10-15 time, i sent them proof of selling a property, bank statement how i receive salary, proof of winning money from other bookmakers, earnings statement and believe it or not i have sent them screenshots from my EcoPayz account somewhere around 15 times, every time with the current date and they are still refusing to pay my money, all the time they want something new. I am looking for help from you, thanks in advance.

Dear Zoran,

Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience.  I can only imagine how frustrating it must be for you, but please understand, it is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process

We will contact the casino and ask for their assistance, but, before we do that, please could you forward me all the requests for new documents from the casino? My email address is kristina.s@casino.guru. Additionally, could you please confirm, you sent all the required documents?

We will try our best to help you.

Best regards,

Kristina 

Dear Kristina, as i said before i have sent them 13 documents, i honestly don't know if there is any player that has sent more documents anywhere. You say that some casinos have strict verification process because they want to see if they give the money to the right person?!?! That's my money, i deposited those, i am in minus in their casino. Just to say, i bought a house only with my ID Card and they can't give my money after i sent them 13 documents because they don't know if it's me??

They want souce of wealth now again (although i have sent them - bank statement how i receive my salary every month, property sale, proofs from winnings on other casino/bookmaker, earning statement) They don't accept my earning statement, which is sent in PDF form. I contacted them yesterday and the agent first said that i need to send paper statement instead of pdf file haha and after 20-30 min of our conversation they say that it would be great if the PDF file was on english 😀 This literally means that even if i sent them Paper statement (Printed PDF File) they would have wanted it in english later. I am not sending nothing else to them anymore.

It's not a help if you say some casinos have strict verification process, this means that they have right not to give the money and i really don't know what are my player's right. If you can't help me i need an advice, what can i do against them?

Thank you very much Zoran for your reply. I completely agree with you, that this is more than strict in this case. I will now transfer your complaint to my colleague Juli who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Zoran 

Thank you for providing us with the information we requested. We will now try to get in touch with the casino and find more information case.  

Dear Juli,

currently, we are already dealing with Zoran Mitev's complaint on Askgamblers.

To approve the withdrawal of the player in question, we need him to upload the official paper from his work stating the legal address of the company and the official wages. The paper shall be official, this is a crucial moment, because the papers uploaded by the player do not meet our requirements and can be actually composed/created by yourself using usual software.

This is the only document at the moment we need from the player, no other docs needed.

After sending you 13 total documents (included the one that you are asking now) i am not sending you nothing else anymore, because you have everything you asked from me and that is enough evidence that i am the person that you are sending the money to.

Before that they only needed selfie with id to approve my withdrawal request, after that they only needed selfie with a note and wink to approve my withdrawal request and everytime they need something new.

There must be some rights for the players who play in online casino/bookmakers, they shouldn't be allowed to do this!!

I want SlotWolf to answer to this question, how many documents have they received totally in their documents section plus in chat from me?

Dear Zoran,

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.

Are you kidding me right now? You don’t see my willingness? After writing you every day, after sending every document that you asked for.

Dear Casino Guru, i also have proofs from our conversations with Slot Wolf how their agent said that my account is full verified and that i can withdraw my money, that is around 2 weeks ago when i sent them again the documents they need but the next day they rejected my withdrawal and there was another document they asked for 😂

The last time i wrote them the agent first said that it needs to be paper statement ( printed pdf file) and 20 minutes later said that it would have been great if they also have the pdf file in english instead of macedonian. Does this looks like serious company?

They are just kidding with me around and this needs to stop! Please help me because they won’t stop. I am asking them kindly to answer how many documents i have sent to them and also they can provide them here and you and other people can judge isn’t that enough for personal verification. Answer how many documents i have sent to you?

Dear Casino Guru, aren’t you going to say anything about this case?

Hello Zoran,

It seems that the casino has a strict verification process, but it's not unusual. I recommend you to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal

Hey Juli. As i mentioned before i sent them dozen of documents and i have e-mails from them from before how they ask only for some screenshot, bank statement or ID card or whatever it was to verify my account and then withdraw my money and after i send the document they ask for new document and there is new e-mail how they ask for something else. This needs to stop. You say that the casino has maybe very strict verification process? Are you kidding me? After sending 13 documents. I want to know if there is any other player that has sent more documents than me in any other casino not just this one. This is not fair.

Dear Zoran,

Please, be patient and try to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. Only one document is left, your are so close to your winnings.

Dear Juli, are you kidding with me right now? Have you seen the pictures i sent above? They don’t need that document at all they just don’t want to pay out my money.

Hello Zoran,

As i told you before you need to send them documents what are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. 

Hello Juli, as i told you before i already sent the document they need

Dear Zoran,

Would you be so kind and post here (or send to my email address yuliia.k@guruadmins.com) the proof of wealth from your job. Then we will try to contact the casino one more time regarding this issue.

Dear Juli, i sent you the document on your e-mail now.

No answer?

Hello Zoran,

Thank you for the quick reply via e-mail. I checked you proof of wealth and it doesn't have to be a fake, but again I understand that the casino doesn't like it. All you have to do is try to get something similar, but with the stamp of the bank / institution. Just an official document, which you can scan.

Dear Zoran,

Is there any new information regarding your case?

We are extending the timer by 7 days. Please, be aware that in case you fail to reply and provide the required information in the given time frame, we will reject your complaint.

Hello Zoran,

I am sorry, but we have to reject your complaint. I did everything that was possible in this situation, and we are not moving further. Unibet needs more documents for verification and you are refusing to provide them. If you provide the proof of wealth from your job, Slot Wolf Casino will pay you, so it is all in your hands. 

But I hope you won't come across a problem like this again.

Best regards,

Juli