The player from Germany is highly disappointed with time-consuming KYC procedures. The issue was resolved, the player received his winnings.
Slot Wolf Casino - Player’s criticizing lengthy verification process.
Amount: €4,000
Slot Wolf Casino
Safety Index:Above averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
7.3
Slot Wolf Casino has a Safety Index of 7.3, which makes it a casino with an above-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
3 years ago
Public
Public
3 years ago
Translation
Good evening.
I want to file a complaint about Slot Wolf casino in order to have my balance paid out. The casino doesn't respond to my verification requests and has been ignoring my uploaded documents for almost three weeks now. I would like to describe the verification process as follows:
On Wed., March 17th I made three deposits of € 50, € 100 and € 50 at the SlotWolf Casino via PaySafeCard. I didn't take advantage of a bonus, after a few big wins my credit is now 4000 euros.
Still on Wed., March 17th I have confirmed my e-mail address via the link in an e-mail from SlotWolf Casino Support. On the same day, to verify my account, I have pictures of the front and back of my ID (with my former home address on the first upload), my registration confirmation to prove my current home address (official document from my home authority as a legally valid proof of address, this has been in all previous Casinos or when issuing a bank loan of course also accepted), an invoice to prove my current home address and the three scanned PaySafeCard receipts including codes. The ID was released immediately, the registration certificate was rejected (reason: not required), my invoice for proof of address was released, the PaySafeCard scans were rejected.
On Friday, March 19th I was asked by e-mail to upload two screenshots of my PaySafeCard account instead of the scans of the PaySafeCard receipts (once with the account details, once with the deposits in the SlotWolf Casino). I did that directly, the scans were approved. However, at this point in time, my former home address was still stored in my PaySafeCard account. Which shouldn't have been a problem due to the valid registration confirmation.
Because the registration certificate was rejected during the upload, but the casino needs it to prove my current address, I received it on Monday, March 22nd. sent by e-mail to SlotWolf support (I wrote the text for this in German and English). I used my business e-mail address (stefan ... @ gmx.de), but in my e-mail I explicitly refer to the e-mail address of my player account at Slot Wolf-Casino (pictures ... @ gmx.de). To be on the safe side, I also sent an e-mail to support from the e-mail address of my player account at Slot Wolf-Casino (pictures ... @ gmx.de) to get my business e-mail address (stefan. .. @ gmx.de). The casino has not responded to either email to this day.
In order to simplify the entire verification process for the casino, I am on Tuesday, March 23rd. personally went to the citizen's office in my city and had the address on my ID updated. At the same time, I had the data in my account updated via PaySafeCard support. Still on Tuesday, March 23rd I have the current pictures on the front and back of my ID and on March 24th. then uploaded the updated screenshots of my PaySafeCard account in the SlotWolf member area. The casino has ignored all four documents to this day (status "pending").
On Thursday, March 25th I asked SlotWolf support whether the documents now fit or whether further documents are needed. The casino has not responded to my request to this day.
I have not received any response from the casino to my requests for verification since March 19, 2021.
On Friday, March 26th This was the first time I turned to Casino Guru for advice. Matej told me on Wednesday, March 31st. replied and advised me to wait two weeks before opening a complaint. Since the casino has not responded for three weeks now, leaves all my inquiries unanswered and ignores the re-uploaded documents in the members area without any reaction, I would now like to open the complaint.
I really hope for your support. A heartfelt thank you!
Best wishes
Stefan
I would like to point out that - although I have played at many casinos and verified myself many times - I have never experienced anything like this at any casino. I find the casino's behavior not very cooperative and the service not good. Fortunately, I have set a loss limit of 1 euro for 1 month, so that at least I cannot gamble away the profit.
Automatic translation:
Public
Public
3 years ago
Dear Stefan,
Thank you very much for submitting your complaint. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly.
It’s quite usual for this process to take a couple of working days to be fully completed.
Could you please advise if there’s any relevant communication that could be forwarded to us before we’ll contact the casino?
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
Public
Public
3 years ago
Translation
Hello Petronela,
thank you for your first reaction.
Of course, I can and will forward all relevant communications to you. All you have to do is tell me which communications you need and which address to send them to. Of course I will act cooperatively - also towards the casino.
Best wishes
Stefan
Automatic translation:
Public
Public
3 years ago
You could forward any communication that you consider to be relevant for this case. My email address is petronela.k@casino.guru. Afterwards, we will contact the casino. Thank you very much in advance.
Public
Public
3 years ago
Translation
Hello Petronela,
I have just sent three emails as well as various screenshots from the member area in the SlotWolf casino to your email address. So far I have only received a few standard advertising emails ("you have funds available in your account" etc.) or a standard email at the very beginning of the verification process, nothing else. I have still not received any response or response from the casino to my requests for verification, although a full month has now passed.
Thank you for your support.
Best wishes
Stefan
Automatic translation:
Public
Public
3 years ago
Thank you very much, Stefan, for providing all the necessary information via email. 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.
Public
Public
3 years ago
Hi Stefan,
I looked at your case and understand the situation. I will contact the casino and see if I can help. I would like to invite Slot Wolf Casino to the conversation to participate in the resolution of this complaint.
Public
Public
3 years ago
Translation
Hello Petronela & Peter,
Thank you very much for the information and your support!
I hope that the casino is cooperative and that the matter can be resolved immediately and without further steps.
Best wishes
Stefan
Automatic translation:
Public
Public
3 years ago
We would like to ask Slot Wolf Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, the complaint will become ‘unresolved’ which may negatively affect its rating.
Public
Public
3 years ago
Translation
Hi Peter,
I've looked at the previous complaints and the casino never reacted to that either.
The situation is unchanged, the casino is completely ignoring me.
It's really frustrating. Thanks anyway for your support.
Best wishes
Stefan
Automatic translation:
Public
Public
3 years ago
Hi Stefan,
You are right, but we always try to get in touch with all casinos except for those that specifically said that they don't want to react to complaints.
Public
Public
3 years ago
Translation
Hi Peter,
Thanks for the feedback.
I think that's good and maybe the casino will react too. 😊
Best wishes
Stefan
Automatic translation:
Public
Public
3 years ago
Translation
Hello,
there is news.
After finally reaching someone in live chat, my documents have now been approved. Obviously it helped that I referred to my open complaint here at Casino Guru.
But now it goes on. The casino doesn't want to cash out to my bank account. The casino says it only pays out with the option that was used to deposit. In my case it would be PaySafeCard. I have played at a very large number of casinos and it has never been a problem withdrawing to my bank account when depositing with PaySafeCard. It is completely nonsensical to have € 4000 on the PaySafeCard account. You cannot withdraw money from there or withdraw money from your bank account.
I then made a payment to my bank account in the amount of € 4000. This first withdrawal was canceled by the casino. Reason: The limit for payout is € 2500 per day. Now I have requested another payment to my bank account, in the amount of 2500 € and wait to see if something happens.
I can send you the entire chat process with the Live Chat from the SlotWolf Casino by email. If you want, please give me an email address. Many Thanks.
Best wishes
Stefan
Automatic translation:
Public
Public
3 years ago
Hi Stefan,
Thank you for the update. We still haven't heard from the casino. However, it's a good thing that you passed your verification. Let me know if your payment was processed and went through. My email address is peter.m@casino.guru.
Public
Public
3 years ago
Translation
Hello,
there is news again. As I wrote the day before yesterday, I requested a payout of 2500 euros after my first payout of 4000 euros was denied due to the daily limit. The 2500 euros were transferred to my account today.
Today I requested the second payment of the remaining 1500 euros and hope that this money will also arrive in the next few days.
I thank you again for your support. And I'll let you know if I get the rest of the money.
Best wishes
Stefan
Automatic translation:
Public
Public
3 years ago
That is great news Stefan. I hope you will receive the second withdrawal soon.
Public
Public
3 years ago
Translation
Hello,
there is good news, the remaining 1500 € have now finally been paid out. However, only after a further cancellation without any reason. So far everything is fine.
For me, the case remains very dubious and the casino’s approach is largely incomprehensible to me. In my opinion, the artificial extension of the verification process should serve to gamble away my money again. Luckily that didn't happen because I put a lock in place.
I will definitely not play at this casino anymore and I would not recommend it to anyone.
In the end I was successful because of your support. I therefore thank you very much.
Best wishes
Stefan
Automatic translation:
Public
Public
3 years ago
Thank you Stefan for your reply. I completely understand your decision. I'm glad to hear that received your funds. I will now mark the complaint as 'resolved' in our system. Thank you for using the Casino Guru complaint resolution center. Don’t hesitate to contact us if you run into any issues with any other casino in the future.
Best regards,
Peter
