HomeComplaintsSlot Wolf Casino - Player’s winnings from bonus play have been confiscated.

Slot Wolf Casino - Player’s winnings from bonus play have been confiscated.

Amount: €2,000

Slot Wolf Casino
Safety Index:Above average
Submitted: 06 Mar 2020 | Case closed : 23 Mar 2020
Case closed Our verdict

Player stopped responding

REJECTED

Case summary

4 years ago

The player from Germany has been accused of breaching bonus terms by placing a single bet greater than €5. Therefore, his winnings were confiscated. We rejected the complaint because the player didn't respond to our messages and questions.

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4 years ago
Translation

I deposited € 75 and got a € 100 bonus. Then I played slots for € 5 and won almost € 2000. Then I won the 40 x Wager with 5-10 €. This left € 2069.50. When I wanted to withdraw the amount, the casino wrote to me after the check that I had played with more than € 5 per spin and that I can now only withdraw my originally deposited € 75. I have never seen this before - at other casinos you get a warning that you can not play more than 5 € or that is included in the bonus and not hidden somewhere in the agbs. Even if that were correct, what about the money I earned with 5 €? It can't just be gone. That should be well written to me?

Automatic translation:
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4 years ago

Dear Konstantin,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked bonus terms and conditions, 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. Max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game)." 

We would like to see casinos implementing systems that would prevent players from placing higher than allowed bets, but, unfortunately, this is not a standard practice yet. You were not stopped or blocked when you decided to increase your bet, and, as a result, you breached the maximum bet rule.

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

Best regards,

Petronela

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4 years ago

Dear Konstantin,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

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4 years ago

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with a further investigation or suggest possible solutions.

The player can reopen this complaint anytime.

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