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
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7.3
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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
