Slot Wolf Casino - Player complains about forfeiture of spins bonus.

So I'm only complaining over 50 spins the casinos system automatically forfeited on Me when I lost the first part of my bonus. Here's the terms so I lost the match and when I lost the winnings from the first 50 spins after the casinos system forfeited the bonus entirely on me.

I played the bonus down to the last cent on wacky panda...logically why would I then proceed to go in and cancel the bonus when I know I'm waiting for the next half of it the following day...

Anyway here's my chat transcript with support if it helps...

Chat transcript

Name Brandon Belong

Preferred Language 🇬🇧 English

Eli Sun, 09/03/23 11:05:12 pm America/Vancouver

Hello. How may I help you?

Brandon Belong 11:05:44 pm

Hey I deposited for 100 spins yesterday it was supposed to be 50 yesterday and 50 today but I haven't gotten the second 50 yet

I didn't cancel rhe bonus just failed it

Eli 11:06:35 pm

Could you please provide the email address associated with your account?

Brandon Belong 11:06:56 pm

Bcbelong@hotmail.com

Eli 11:11:51 pm

Apologies, your bonus says canceled. Unfortunately, in accordance with our T&C, once you cancel any part of a bonus, the whole bonus will be canceled, free spins as well, please, be informed and attentive with your future bonuses, don't cancel any part of it if you want to play the whole bonus.

Brandon Belong 11:11:57 pm

What??

I never cancelled it

I was waiting for the rest of the free spins to come I know not to cancel bonuses

It just disappeared out of my account when I failed it

That's not fair I didn't cancel it

Pls don't make me deal with a complaint through casino guru over 50 spins lol

Eli 11:14:10 pm

We respect it completely if you wish to file a complaint.

Brandon Belong 11:14:22 pm

I don't want to

Eli 11:14:25 pm

Please state the name of the bonus for me so that I could double check

Brandon Belong 11:14:31 pm

One sec

100MMG

Eli 11:15:31 pm

Just a few minutes please

Screenshot_20230903_231512_Gmail.jpg

Brandon Belong 11:15:37 pm

Ok ty

Eli 11:23:57 pm

Yes, I double checked. This bonus says "canceled"

Brandon Belong 11:24:14 pm

Look at my gamr history

I played it down to the last cent

Last game I played was wacky panda for 1 cent

Why would I logically go and cancel a bonus after that I'd just close the browser

Which I did

Eli 11:25:22 pm

Please take a look at the Bonus tab of yours. The bonus would say the same there

Brandon Belong 11:25:40 pm

The bonus disappeared after I lost it

The system cancelled it not me

That's not my fault

I was still supposed to get 50 more spins today

Like I said why would I cancel a bonus when I'm waiting for the second half to unlock

Guess I'll just complain it's a headache...I'm right though it's not a huge deal likely lose it anyway but just kinda stupid the system forfeited it on me

Not your fault eithrr

Just is what it is I guess

Is there anything you can give Me? Might as well ask

Eli 11:29:06 pm

Unfortunately, we cannot offer you a bonus or free spins at the moment

Brandon Belong 11:29:16 pm

Ouch okay havr a good day

You archived the chat

11:29:19 pm

You left the following comment: Not the responders fault. The system forfeited half my spins on me so I'm slightly choked.

11:30:10 pm

You rated our customer service as bad

11:30:10 pm

Hello qloflandfill,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slot Wolf Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise when exactly did you claim the bonus? Did you use the first 50 spins and did you accumulate any winnings from it? Would it be possible to forward your bonus and betting history to nikolas.b@casino.guru?

Looking forward to your answer.

Regards,

Nick

Sorry I just realized it was on me to reply. Sept 2nd at 1:14PM PST I made the deposit

And no I lost both the matchup bonus as well as deposit and the winnings from the first 50 spins. When I lost the winnings from the 50 spins I was supposed to get spins the next day as well but the bonus automatically forfeited when I lost it

Hello qloflandfill,

Can you please forward the above requested deposit, bonus and betting history to nikolas.b@casino.guru for further review?

Hey I already did but I will do it again 🙂

Sent!

I would like to ask Slotwolf Casino to join us and help us resolve the player's issue regarding his missing bonus.

Hi all!

After checking this case thoroughly, I can confirm that the bonus was indeed cancelled by Mr. Brandon.

The initial bonus of 100% plus 50 free spins were added successfully. The second batch of spins was not added as the bonus was cancelled on the same day of the deposit.

As a goodwill, we have now added another 50 spins in order to compensate this misunderstanding.

However, we need to point out that cancelled bonuses can not always be added retrospectively.

We thank you for understanding and wish a great week ahead!

Best regards

Team Slotwolf

Thank you I appreciate it! But I do guarantee I didn't cancel the bonus. The system may say I did. I ran thr 50 spins down to 0 and I believe the system actually auto cancels the bonus when this happens....I appreciate you adding the 50 spins though! Thank you. Just please do a thorough check on your system to see if bonuses like this autocancel when the account balance reaches zero, I know for a fact right after my balance hit zero I closed the browser.

I'm happy with this result however I do like slotwolf so thanks again!

I don't yet see the spins the bonus wasn't added to my account and live chat isn't adding them either. My account email is bcbelong@hotmail.com

Hi Brandon,

The Free spins are indeed expired in the meantime.

I added a new Set of 50 spins to your account. Please note that you have 24 hours to activate them.

Enjoy & good luck!

Regards

Team Slotwolf

Awesome thank you very much! I appreciate it we can close this one now as resolved 😊

Dear qloflandfill,

I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system. 

Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.

Best regards,

Casino.Guru