The player from Germany has been accused of having multiple accounts. His winnings from bonus play were cancelled and account closed. Player’s complaint is now successfully resolved.
Slot Wolf Casino - Player’s winnings from bonus play have been voided.
Amount: €2,150
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.
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
Hi there,
I used all 3 deposit bonuses at this casino and with the last bonus of 110% I deposited € 50 and played with € 105. I managed the Wager easily at the end I wanted to pay out € 2220. I have successfully verified my account. I paid the € 2220 which was then canceled and then came the message that I had broken the rules. I was accused of having a second account, which of course I didn't do, the 2220 € were gone quickly and I got the last 2 deposits of 70 € credited and they were on my bank account within 30 minutes. I didn't get an answer for the allegation, the live chat only told me what was in the email and the chat was then simply closed. Now I got no answer and I still have the right to € 2150
Automatic translation:
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4 years ago
Dear Kevin,
Thank you for submitting your complaint. I’m very sorry to hear about your problem. Please, could your forward the email from the casino, in which they accused you of having multiple accounts, to petronela.k@casino.guru? Afterwards, I will contact the casino and ask them to participate in resolving this case.
Thank you very much in advance for your reply.
Best regards,
Petronela
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4 years ago
Translation
Hello Petronela,
I sent them two emails. 1x with a double account and once everything.
Many thanks for your help.
Please correct the summary my account was not closed I can still log in as normal.
Kind regards
Kevin
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Automatic translation:
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4 years ago
Dear Kevin,
Thank you very much for your quick reply. I contacted the casino regarding your confiscated winnings. Hopefully, we will receive a response soon and sort this case to your satisfaction.
Slot Wolf Casino, thank you in advance for your reply. It would be highly appreciated if you could share with us any kind of evidence proving double accounts.
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4 years ago
Hello Kevin,
Thank you for highlighting the problem. We have double checked everything and found out that the funds had been confiscated by mistake. We do really apologize for the incident. The full amount has been returned to the account.
Best regards,
Slot Wolf Casino
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4 years ago
Dear Kevin,
Some great news from the casino. I will keep this complaint opened, until you’ll confirm that you receive your winnings.
Slot Wolf Casino, thank you very much for checking and getting back to us.
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4 years ago
Translation
Hello Petronela,
The money is in my bank account thanks for your help. I also wrote to slotwolf that you should also check if the customer wishes that was not the case, I can only thank you. Slotwolf wrote back again that they take it into account to improve the customer service.
So the case can be closed thank you thank you thank you :)
Kind regards
Kevin
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Automatic translation:
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