Slot Wolf Casino - Player’s winnings from a bonus have been cancelled.

Slotwolf wirft mir nach Umsatz des Einzahlungsbonus und anforderung einer Auszahlung über EUR 4000 vor, gegen die Bonus AGBs verstossen zu haben, was aber nicht der Fall war. (betreffend max. Bet 5 EUR)

Mein Einsatz wurde erst nach Erfüllung des Bonus erhöht. Während Bonus Wagger wurde nur mit 2 oder 4 Euro gespielt. Casino verweigert die Auszahlung!

Dear Robin,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. I have checked promotional terms, and this is what I found:

"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."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, in this case, you are sure you didn’t breach the maximum bet rule during the gameplay with the bonus and that is a different story.

Robin, please could you forward your game history from the bonus play together with a link of the specific bonus that you have redeemed and played? My email address is kristina.s@casino.guru. Thank you in advance for your reply.

Best regards,

Kristina

I received this email from Robin:

"Guten Tag 

Leider wurde meine Spielhistory vom Samstag gelöscht und wird in meinem Konto nicht mehr angezeigt. Dies ist ein weitere Punkt der sehr misteriös ist und für einen Betrug spricht. 

Freundliche Grüsse 

Robin R***"

Thank you very much Robin for your message. 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.

Hello Robin,

I looked at your case and understand the situation. I will contact the casino and see what its standpoint is. I would like to ask the Slot Wolf Casino to reply to this complaint.

Das ist eine Verarschung. Bei mir hat es bei den Bonusumsatzbedingungen bereits 100% angezeigt, erst dann habe ich die Einsätze erhöht. Leider bin ich da auch nicht alleine, es ging bereits mehreren Spielern gleich. Ich habe nun zusätzlich meinen Rechtsschutzdienst eingeschaltet und werde gegen das Casino klagen.

Hi Slot Wolf Casino Team,

Thank you for the reply and screenshot. It is not visible for the public. Could you please send the whole game history of the player to my email address (peter.m@casino.guru)? Thank you.

Hi Robin,

The information on the screenshot looks quite convincing and transparent. If you breached the maximum bet rule while playing with the bonus, there is not much I can do for you. However, I will take a closer look at your game history just to be sure.

Hi Peter!

The full bets history of the player in question has been sent to you.

Thanks for your cooperation!

Thank you Slot Wolf Casino Team for the game history.

Dear Robin,

I examined your game history and I'm afraid I have to admit, it does look like you breached the maximum bet rule while playing with the bonus. I'm sorry but I can't help you with this case and will reject your complaint. I can only recommend you to always double check if the wagering requirement is completed. You can also check this with the casino support. I wish I was of more help.

Best regards,

Peter