The player from Germany has been accused of breaching bonus terms by placing a single bet greater than the allowed one. Therefore, his winnings were confiscated. We ended up rejecting the complaint because it was not justified.
Slot Wolf Casino - Player’s bonus winnings have been voided.
Amount: €10,000
Slot Wolf Casino
Safety Index:HighSafety Index
Casinos with a High Safety Index usually have a large number of visitors and a small number of unresolved complaints. Players can expect to play safely and be treated well in casinos with a High Safety Index.
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
3 years ago
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3 years ago
Translation
Dear Casino Guru Team,
I signed up for a new account at Slot Wolf yesterday. I took advantage of the full bonus and deposited € 350. So I received € 700. I played for hours and ended up making a profit of € 10,000. I have turned over € 15,000. The bonus was implemented, so I was free to use the money. I paid it off. Today at noon I got an email from him
Casino:
Dear Friend,
We found out that you have exceeded the maximum bet while playing with the bonus.
Sorry, but due to that we had to correct your balance to the deposit amount. We kindly ask you to observe our Bonus Terms & Conditions and be more attentive next time.
Sorry for any inconvenience caused and hope for understanding.
Best regards,
Slotwolf Casino Support Team
I'm in the live chat and I was told that I played higher than 5 € subject. I have been registered in several casinos and know the bonus limit. That's why I never play over € 5 and it's not possible at all because you get kicked out of the game immediately if you make a mistake.
What I did, however, was buy free spins. I bought games for example: Extra Chili: several times for 50 €, the site has set it so that you can buy a maximum of 50 €. A message immediately arrives higher up: Bet limit reached. However, you get 8-24 games on 1 € subject and not on 50 € subject.
This action is now used to
refuse to pay me.
I have screenshots of the payouts and also the chat status via email, which I will be happy to send you if you need it.
I hope you can be of help.
Automatic translation:
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3 years ago
Dear Mblum,
Thank you very much for submitting your complaint. I fully understand how difficult the whole situation must be for you. I carefully checked the Bonus Terms on the website, 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)."
If you are aware of placing higher bets then the allowed ones, sadly, there is not much we can do to support your case at this time. I would strongly recommend reading all the T&Cs carefully before you start playing to avoid any misunderstandings in the future. Casinos try to design their bonuses to be as attractive as possible, but the rules must always be followed.
Please do not hesitate to contact me you feel that you’ve been accused mistakenly, otherwise, I will be forced to reject your complaint. Thank you for your understanding.
Best regards,
Petronela
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3 years ago
Translation
Thank you for the fast answer. It is not about little money here, so I would ask you to do your best. I got in touch with the site again to talk to someone in charge. In my opinion, the bonus conditions are not explained clearly and transparently. The site is obviously trying to fraudulently deceive the customers. On many sites you cannot buy free spins with bonus money. On this page you could buy all games up to 50 €. From € 50 these were blocked and you were kicked out of the game. I tried to buy for € 60 once, and the same message came up (bet limit reached). As I already explain, the spins are then well below the € 5 slot.
Obvious casino site scam in my opinion.
It is nowhere described that you cannot buy free spins or that the Bonus Buy function leads to a violation of the conditions. Above all, why is the function activated up to 50 €?
I would be very grateful if you could help me further in this case.
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3 years ago
Dear Mblum,
Could you please forward your game history and any relevant communication to petronela.k@casino.guru? Thank you in advance.
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3 years ago
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Thank you for your prompt reply. I have requested the complete game history from Slot Wolf and will send it to you as soon as I have received it.
Edited
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3 years ago
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Additional comments from the player:
"Dear Ladies and Gentlemen,
Unfortunately, I could no longer enter an answer on your page.
I have already requested the history several times and am no longer getting a response from Slotwolf Casino.
Best regards
Matthias *** "
Automatic translation:
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3 years ago
Thank you very much, Mblum, for your reply. 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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3 years ago
Hi Matthias,
I'm taking over your complaint. This won't be easy since the casino has this term in their Bonus T&Cs. On the other hand, if you get 8-24 spins for 50€, technically, the max bet rule wasn't breached. It would help a lot if the casino enforced this rule automatically and correctly by the system. That would eliminate most of this kind of situations.
Dear SlotWolf team,
Is it possible to find some sort of a compromise since there is some truth on both sides?
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3 years ago
Dear all,
we have submitted the game history of the player to the Casino Guru representatives.
Please, keep us informed if you need any information.
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3 years ago
Translation
Dear Peter, dear Slot Wolf Casino,
Am I right to assume that you are now in possession of my game history?
Regarding the 8-24 spins: I see that just like you, dear Peter. This function should not be available, after all, I assume that this function is allowed if you can use it. As with a maximum rotation of € 5 per round. If you exceed this with bonus money, you are automatically thrown out of the game. I would love to come to an agreement with the site and then continue to play with you as a customer.
You also need to understand the players, we bet a lot of money to win or have the fun. In this case you win and the money is not paid out. It's far from fair.
I still hope that we can agree.
Best regards
Matthias Blum
Automatic translation:
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3 years ago
Thank you Slot Wolf team for the email. Yes Matthias, I do have your gaming history now and saw the bonus rounds. Dear Slot Wolf team, would it be possible to make a compromise?
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3 years ago
Dear Peter, Matthias,
unfortunately, in such cases when the max bet is breached, we have to confiscate the winnings,
and we cannot do anything further, accept our apologies, please...
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3 years ago
Thank you Slot Wolf team for the reply.
Dear Matthias,
Unfortunately, there is not much I can do to help you. It would be nice if the casino offered you some sort of compensation as a gesture of good will, but we can't really penalize it if it doesn't. It is very common for casinos to limit the winnings from bonuses and implement other restrictions like in your case the maximum bet. The casino can form their own T&Cs and set their own rules for the game play, especially when it comes to bonuses.
I wish I could be of more help.
Best regards,
Peter
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