Slot Wolf Casino - Player is not satisfied with the overall casino experience.

this casino is a joke u cannot log off on you’re pc an log in on you’re phone they looking for sad reasons to keep people winnings u can deposit all u want but if there is a problem they keep the winnings and eather way also the deposit what a joke I don’t recommend this con casino 

Dear Ranon,

Thank you very much for submitting your complaint through our website. I’m sorry to hear about your problems. Please, could you answer a few questions for me, so that I can fully understand what the issue might be? Did you request a withdrawal? What payment method did you use? Did you contact the casino regarding these issues, and, if you did, could you forward to me all the relevant communication?

Furthermore, please, could you confirm that you completed the whole process of identity verification, also known as KYC (Know Your Customer)? Casinos take KYC very seriously as they want to make sure that the money is always sent to the rightful winner/owner of the account. Thank you very much in advance for your reply.

Best regards,

Petronela

Dear Ranon,

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.

I had an withdrawal pending. I was in live chat on my pc but I needed some information so I switched to my phone to get that information easily and boom within 5 sec I get an email that I have duplicate account and my winnings would be kept by the casino.how can I have an duplicate account while being  in my House on the same ip adress!! It’s bullshit 

Dear Ranon,

I contacted Slot Wolf Casino. Hopefully I will be able to help you with this case as soon as possible. 

Best regards,

Petronela

there is nothing to help anymore after that action I went back and forward with them but u can’t argue with them they have "rules" so that’s it!!! So I closed my account I don’t wanna be a client of a sad starting new casino scam.That’s no way to threat people!  my withdrawal request was pending for 3 days, but when that happend within 2 min they send me my deposit amount due to "duplicate account" which they can see I was in the same ip adress all the time and my personal info is only on 1 account 

Dear Ranon,

I’m very sorry to hear about your bad experience. Please could you confirm for me that the casino doesn’t hold any of your deposited money? I will mark then this complaint as 'rejected'. At the same time, I’m leaving this case opened for the casino to leave their response. Thank you in advance.

Best regards,

Petronela

They not holding any of my deposit money but I want an share of my winning. is that possibl???

Hello Ranon,

We have investigated the issue. As you know, the casino administration can ask our players to provide documents in order to verify their accounts (https://www.slotwolf.com/terms-and-conditions). In this case, the documents were required and the player should have received an email asking to upload the required documents (this also refers to your notice about the long pending time). While the administration was waiting, it was found out that the account had been flagged as a duplicate, it means that more than one account was used on the same device\IP. According to the T&C this is a violation of our rules as all bonus offers are available only per one account\device\IP (All bonus offers are strictly limited to one per: person and their family, home address, email address, IP-address, telephone number, account number, credit or debit card number, e-wallet number, payment system account (Neteller, Skrill, etc.), one electronic device (computer, mobile phone, tablet, etc.) - https://www.slotwolf.com/bonus-terms-and-conditions), and that's why the funds were confiscated.

Best regards,

Slot Wolf Casino

Dear Ranon,

I am very sorry to hear about your whole experience. I requested an evidence that would confirm double accounts. In my point of vue, the proofs which have been provided to us by the casino, were satisfactory. Sadly, I am forced to close this complaint as ‘rejected’. 

If you still wish to continue with this case, I would recommend you, to contact MGA Player Support Unit by email address: support.mga@mga.org.mt or by clicking https://www.mga.org.mt/support/online-gaming-support/.

I am sorry I couldn’t help you more with this case. Thank you very much for your understanding.

Best regards,

Petronela

We’ve reopened this complaint as per the player’s request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.

Dear Ranon,

We are extending the timer by 7 days. You have requested this complaint to be reopened, I would like to ask you to post any update or additional information that would help us to investigate. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Best regards,

Petronela

I’m done with this u cant help anyways close this bullshit

Dear Ranon,

Once again, I’m very sorry to hear about your problems. I fully understand, how frustrating it must be sometimes, to prove things, which are obvious to you. As I recommended before, if you still wish to continue this case, you could contact MGA Player Support Unit by email address: support.mga@mga.org.mt or by clicking https://www.mga.org.mt/support/online-gaming-support/. I attached a print screen of the form that needs to be completed when you file for a complaint with the MGA. Please let me know, here or through my email (petronela.k@casino.guru) if I could help you in any way during this process. I will be waiting for your reply patiently.

Best regards,

Petronela

Dear Ranon,

We are extending the timer by 7 days. Please, do not hesitate to contact us if you need any help, otherwise, we will reject your complaint.

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.