Slot Wolf Casino - Player’s bonus winnings have been voided.

I played at Slotwolf Casino with a first deposit of € 200, in addition to which I received a € 300 first deposit bonus. I won € 9,602 and when I made the withdrawal request, my entire winnings were void due to a breach of the bonus rules. The reason was reportedly too high a bet during bonus games. I did not receive evidence of a possible rule violation upon request, so I cannot be sure whether I violated that rule during the bonus period.

Dear Sampsa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://www.slotwolf.com/promotions:

"Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR / 5 USD / 7,5 CAD / 50 NOK / 7,5 NZD / 20 PLN / 375 RUB / 625 JPY, unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)."

Are you aware of placing single bet higher than the maximum allowed?

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. However, I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

I am aware of the bonus bet limit. Through my user account, I am unable to review game and bet history for games during the bonus period, and the casino has not agreed to provide any information or documents that would confirm the use of a higher bet and violation of the rules. I only see my game and bet history for the period after the bonus expires. I would like to see the proof that I am certainly violated that rule.

I tried to monitor the bonus redemption requirement before I increased my bet beyond the allowable limits. I think I also succeeded in this, although there were problems with the operation of the site and updating the tracking of the bonus redemption requirement during gameplay.

After the bonus expired, I played for several hours, mostly at a higher stake than allowed in the bonus rule, before trying to cash out my winnings.

Thank you very much Sampsa for providing all the necessary information. 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 Sampsa,

I looked at your complaint and will do my best to help you. I would like to invite Slot Wolf Casino into this conversation. Please send me the game history or any other relevant evidence which shows that player was placing bets over 5 EUR / 5 USD / 7,5 CAD / 50 NOK / 7,5 NZD / 20 PLN / 375 RUB / 625 JPY to my email address: yullia.k@casino.guru

Thank you in advance for the reply.

Hello, Juli and Sampsa,

I would like to inform you that the bets history has been sent to Juli for further consideration.

Thank you for cooperation!

Dear Slot Wolf Casino,

I apologize, but unfortunately, I can't open the file. Could I ask you to send the evidence again to another email address? You can send it here: yuliia.k@guruadmins.com

Thank you for understanding.

Hello, Juli,

we have forwarded the mail to the email you specified above.

Thanks.

Dear Slot Wolf Casino,

Sorry one more time, but I didn't get any e-mail. If the mistake is on my side, just let me know. Thank you in advance.

Dear Juli,

we have forwarded the email once again at yuliia.k@guruadmins.com

please, check spam maybe.

Thank you!

Hello Sampsa,

Casino Slot Wolf provided relevant proof that you was placing bets over 5 EUR and there is nothing more what we can do for you. Please, let me know if I can help you with anything else, otherwise I'll wait for your answer for 7 days and then I'll reject this complaint. Thank you for understanding.

Hi Juli,

Thank you for your help with this and for getting reassurance about what happened.

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed. Please, understand that breaching the terms led to confiscating the bonus winnings and it is an irreversible process. I will be forced to reject your complaint. Thank you for your understanding.