Slot Wolf Casino - Player’s struggling to complete the account verification.

This has been an ongoing issue with the casino that dates back to November.

I deposited several times on the casino and on the last deposit won 1400EUR. I then went threw the verification procedure which was a complete nightmare. I sent them everything I could ... ID, selfie with ID, proof of address, bank statement, online screenshots, void checks, front and back of my debit card. The casino insisted that I send them a bank statement that contained the debit card number used to deposit on the casino. The only problem with thei request is that it does not exist. They had me call my bank (head office + branch manager) to request such a document and both told me that since it is not a credit card, the number will not appear on a statement. I tried to explain it to them, and showing them that the bank statement I sent them clearly shows the transaction made to the casino and my name, if they cross referenced it to the name on the card, they would be able to verify the payment method.

I have spent close to 5 hours of my time between calling banks, meeting with bank managers, and chatting to explain the problem to Slotwolf chat support only to have my documents rejected each and every time. They insist that I provide them with something that does not exist despite my complete cooperation to give them anything and everything else they want. I am a mother of 2 kids, one which is still an infant and I work as well, it's difficult fo me to make time to sort this out. I would have never thought that playing on a casino online on my free time would lead to such a nightmare when it came to getting paid.

The casino has now disabled my account. I noticed it when I tried loggin in this morning to once again chat to someone about my issue. I ask you here on this forum to help me find a resolution to this nightmare of an issue.

Dear Lovelyfly23,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

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 and it might take a few working days to complete this thorough process.

Do I understand correctly that verifying the payment method seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Thank you for your reply, I have sent everything else the casino has requested. What they are asking for now is a document that does not exist. I have been fully cooperative from day 1 with the casino. When I spoke to my branch manager and customer service on the phone they told me that the card number only appears on statements for credit cards. My deposit was made using a Visa Debit, the statement linked to that account is from my bank account.

The casino has my visa debit card documents front and back, and the bank statement where the deposits were made. I asked them to cross reference both documents to verify the payment method, but they refused and kept referring back to a statement where my full name + deposits to the casino and the debit card number is shows. While I understand KYC is taken seriously by the casino, it is unfair to ask a player for something that does not exist.

I have told the casino, I have sent you everything I possible can, and will send you anything else you request as long as said document exists.

Thank you very much, Lovelyfly23, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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 Lovelyfly23,

I'm Michal and I have taken over your complaint. I have reviewed your case and I will contact the casino to shed more light on this.

We would like to invite Slot Wolf Casino to join the conversation.

Dear Slot Wolf Casino,

Can you please provide more information on why are you asking the player to provide a document that the player can't get?

From what I understand you have been sent the bank statement and the debit card details the player used for the deposits, so why is this not sufficient?

Good day!

Kindly note that the withdrawal will be processed manually to your bank account.

An e-mail was sent to you in order to get the details.

Kindly reply to the mail and our Team will make sure to process the cash out manually.

Thank you for your cooperation and patience!

Regards

Team Slotwolf

Dear Lovelyfly23,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

hello

sent my banking details, waiting for payment. Will update as soon as i receive payment

Thank you for your reply, Lovelyfly23.

Please let us know how it goes, ideally when you have successfully received the funds.

hello

i have received my funds, thank you casino guru for helping me receive payment

Great news, Lovelyfly23. I'm glad to hear that you successfully received your winnings.

As the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal