The player from Germany has been accused of breaching bonus terms by placing a single bet greater than the allowed one. Therefore, their winnings were confiscated. We ended up rejecting the complaint because it was not justified.
Slot Wolf Casino - Player’s bonus winnings have been cancelled.
Amount: €1,600
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.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
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4 years ago
Translation
Hello everybody,
I signed up at Slotwolf and took advantage of the 100% welcome bonus up to € 150 on the first deposit. After a successful wager I had € 1,783.79 freely available for payment. I then applied for a € 1,600 payout and successfully verified it. The next morning I got an email from Slotwolf that I had disregarded the bonus conditions, which is why my winnings including other bonuses were deleted. After several discussions with the live chat I was told that with 20 € spins I would have exceeded the maximum amount of 5 € per spin, which I can rule out with absolute certainty! The live chat could neither answer me in which game this rule violation should have taken place, nor can I understand it myself because my entire game history was deleted ...
Am shocked by this dubiousness ...
I have already successfully wagered bonuses at several casinos, there have never been any problems with payouts, even significantly higher amounts, but what happens here is a cheek.
Automatic translation:
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4 years ago
Dear Philipp,
Thank you very much for submitting your complaint and for forwarding relevant communication. 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/bonus-terms-and-conditions:
"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). "
Could you please advise if you have purchased any sets of free spins/bonus rounds during the bonus wagering?
I hope we will be able to help you to resolve this issue as soon as possible. I will be waiting for your reply patiently.
Best regards,
Petronela
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4 years ago
Translation
Hello Petronela,
no did not buy any free spins. Didn't you think that I was supposedly playing with € 20 spins? I do not understand...
Greetings Philipp
Edited
Automatic translation:
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4 years ago
I was referring to a possibility that you have purchased a bonus feature (free spins) while completing bonus wagering.
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4 years ago
Thank you very much, Philipp, for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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4 years ago
Hi Philipp,
I looked at your case and screenshots and understand your situation. I will contact the casino and see if I can help.
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4 years ago
Hello, Peter and Philipp!
We are ready to provide the proof of the max bet breach, please let us know where we can send it.
Thanks in advance!
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4 years ago
Hi, Peter!
the proof has been sent to your email.
If anything else is needed, plese let us know!
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4 years ago
Thank you Slot Wolf team for the emails.
Hello Philipp,
The casino sent me your game history suggesting there was one bet of €20 on a game Release the Kraken while having an active first deposit bonus on 31.08.2020 at 19:04. Based on the evidence, I'm afraid, there is not much I can do for you to help. If you are still convinced you should get paid, I recommend you to turn to the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there.
I wish I could be of more help.
Best regards,
Peter
