The player from Germany had encountered multiple issues with an online casino. Initially, her deposit of 50 euros had not been immediately credited to her account. After a 12-day delay, the deposit had eventually been credited, but she was informed that she had to wager the amount three times before making a withdrawal. Her account was subsequently blocked and the casino failed to process a promised refund. The player had a small play session and managed to maintain her balance around the initial deposit. Subsequently, the casino had returned the full deposit to the player, resolving the issue.
Slot Wolf Casino - Player is struggling with deposit refund and account blocking.
Amount: €50
Slot Wolf Casino
Safety Index:Above averageSafety Index
Casinos with an Above average Safety Index usually have a good ratio of their number of visitors to relevant complaints submitted by players. Playing in casinos with an Above average Safety Index is generally safe.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
6 months ago
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6 months ago
Translation
Hello, I've been having issues with this casino since April 4, 2024. I made a deposit of 50 euros, but it didn't credit to my account. After daily inquiries with Chat and Support, I received this credit 12 days later. However, due to these circumstances, I no longer wished to play there. When I tried to withdraw the money, it was not approved. I was told I had to wager the amount three times even though there was no bonus involved... After countless back and forth, my account is now blocked and the money wasn't refunded to my bank account as promised by the Support team... My follow-up queries are being ignored, there is no further response. I kindly request your assistance.
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6 months ago
Dear ms7777,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely.
- Could you please advise if you placed any bets or if the entire deposited amount is still untouched inside your casino account?
- Have you been asked to verify your account before a refund could be processed?
If there’s any relevant communication, please forward it to petronela.k@casino.guru.
Meanwhile, I have checked the general terms and conditions, and this is what I found (here):
Refund request may be declined by the Casino if the player provides false or intentionally modified personal data in order to bypass the system.
All costs that may occur upon refund procedure are on the player.
Money deposited in the Casino must be used for gaming activity. Due to this, all deposits need to be wagered at least three (3) times.
I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Best regards,
Petronela
Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.
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6 months ago
Translation
Hello, unfortunately I was confused by the implementation, I also misunderstood it, then played 4 small slots games, lost a bit of the 50 euros and then won again, so that I was back at about 50.15 euros and immediately requested a withdrawal several times, but this was always rejected because I was supposed to convert 150 euros without a bonus, which is not fair because the money would be gone anyway, especially since I was promised in the chat that the money would automatically go back to my account within 5-7 days after a failed transaction... No, I had no verification problems, everything was fine
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6 months ago
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my self-exclusion is not correct, the casino did that without my knowledge... Please do not make screenshots public
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6 months ago
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After the casino blocked me, I sent all the data as requested, but no response
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6 months ago
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Please do not make screenshots public, sensitive data, because of my privacy, thank you
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6 months ago
Hi ms7777,
- Have you ever requested your account to be closed or suggested a gambling problem when communicating with the casino?
- Could you please advise if you have self-excluded yourself from any other casino in the past?
- How much was your active balance when your account got blocked?
Thank you.
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6 months ago
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No, I did not initiate closure, nor did I suggest it... Just my dissatisfaction and lack of trust in the casino... And yes, I did mention the gambling problem... After all, everyone who gambles has that... However, the casino does not have the right to debit my bank account with the amount x, then simply not credit it to my player account for 12 days, make a few false promises that the money will be returned to the bank account as soon as possible, and then ultimately keep the money and simply block the account!
Yes, I had left some casinos for good a few times...
APPROX. 50,15 euros
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6 months ago
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Hello, I wanted to let you know that the casino has transferred the money back in full today.... Thank you for your support.
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6 months ago
As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, ms7777, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.
Best regards,
Petronela
Casino.Guru
