Home Complaints Slot Wolf Casino - Player is criticizing withdrawal limits.

Amount: €10,000

Slot Wolf Casino - Player is criticizing withdrawal limits.

6.8/10 Fresh reputation Submitted: 16 Sep 2020 | Case closed : 30 Sep 2020
Our verdict

Player stopped responding

REJECTED

Case summary

30 Sep 2020

The player from Finland has requested a withdrawal of €10,000. The payment has been split into smaller installments due to bonus withdrawal limits. We rejected the complaint because the player didn't respond to our messages and questions.

Written by Petronela
Casino analyst and complaint specialist
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I won the Jackpot yesterday for € 10,000.00. They promise immediate withdrawals on their website through Trustly up to € 4000.00. I was paid only € 500.00 of that amount yesterday. Claim ´ that withdrawals through Trustly take a long time. They also put a message that the daily withdrawal limit is 2,500.00 euros, although the pages say otherwise. It seems like they don’t have everything quite right in these respects. I was asked to wait yet a little each of the four message thread, what I sent to them.

Automatic translation
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Dear Tarja,

Thank you very much for submitting your complaint. Firstly, allow me to congratulate you on your great win. Secondly, I’m sorry to hear about your problem while withdrawing it. I have checked terms and conditions, and this is what I found https://www.slotwolf.com/terms-and-conditions:

"The maximum withdrawal amount processed to a player is 2,500 €/$ per day, 7,500 €/$ per week and 15,000 €/$ per month, unless otherwise specified in the Terms & Conditions of a specific promotion. Exceptions may be made to players with a higher VIP level, if any, at the Casino’s sole discretion. If you win more than €15,000, the Casino reserves the right to divide the payout into monthly instalments of maximum €15,000 until the full amount is paid out. "

Could you please advise if you have withdrawn any funds previously this week or month?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru. I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

 

Public

Dear Tarja,

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

 

Public

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.