The player from Germany has been accused of opening duplicate accounts. His winnings from bonus play were cancelled and deposit refunded.
Dear Sirs and Madames,
on March 19, 2020 I made a deposit of € 40 with the second deposit bonus of 70% from Slotwolf. After fulfilling the bonus conditions, I made a withdrawal request for my € 650 winnings.
I went through the verification process without any problems, so all my documents were accepted.
Now I received the information by email that I allegedly misused the guidelines of the casino. As a reason, I am given that only one account per household / IP is entitled to a bonus.
A violation of this directive on my part is absolutely impossible.
I always pay close attention to the guidelines and bonus conditions of casinos, as these can sometimes be very tricky.
I then contacted the live chat and had extensive discussions with several employees about the alleged violation.
Nobody could tell me which avoidable second account I should have created. In addition, the deposit of € 40 was credited back to me. All other deposits with bonuses that I have already made and lost will of course not be refunded. I find this very questionable against the background that, according to Slotwolf, I shouldn't have used the bonuses.
Since none of the live chat supporters could help me, I contacted Slotwolf by email and received the same text block that I should have violated the bonus conditions and no further information can be given. How am I supposed to prove the opposite here?
I researched similar cases on the Internet and came across the following case from this forum here in January 2020: https://de.casino.guru/slot-wolf-casino-die-gewinne-des-spielers-aus-dem
The accused in this post describes exactly the same problem as me.
I quote here the statement from Slotwolf Casino on the above case:
"Thank you for highlighting the issue. We checked everything and found that the funds were mistakenly confiscated. We really apologize for the incident. The entire amount has been returned to the account.
Kind regards,
Slot Wolf Casino "
I assume that in my case it is also an accident and therefore please transfer my honestly earned profit of € 650 to my account.
I hope that the case will be cleared up quickly.
Thank you for the help and best regards
David Schneider
Sehr geehrte Damen und Herren,
am 19. März 2020 habe ich eine Einzahlung über 40€ mit dem zweiten Einzahlungsbonus über 70% von Slotwolf getätigt. Nachdem ich die Bonusbedingungen erfüllt habe, tätigte ich eine Auszahlungsanfrage über meine Gewinne in Höhe von 650€.
Den Verifizierungsprozess bin ich ohne Probleme durchlaufen, sodass alle meine Dokumente akzeptiert wurden.
Nun erhielt ich die Info per Mail, dass ich angeblich die Richtlinien des Casinos missbraucht habe. Als Begründung wird mir genannt, dass nur ein Account pro Haushalt/IP Anspruch auf einen Bonus hat.
Eine Verletzung dieser Richtlinie meinerseits ist absolut ausgeschlossen.
Ich achte immer sehr penibel auf die Richtlinien und Bonusbedingungen von Casinos, da diese manchmal sehr verzwickt sein können.
Ich kontaktierte also daraufhin den Livechat und hatte mit mehreren Mitarbeitern ausführliche Diskussionen über den angeblichen Verstoß.
Keiner konnte mir nennen, welchen vermeindlichen Zweitaccount ich angelegt haben soll. Außerdem wurde mir die Einzahlung über 40€ wieder gutgeschrieben. Alle weitere Einzahlungen mit Bonus, die ich bereits getätigt hatte und verloren habe, werden mir natürlich nicht erstattet. Das finde ich sehr fraglich vor dem Hintergrund, dass ich die Bonis ja laut Aussage von Slotwolf nicht hätte benutzen dürfen.
Da mir keiner der Livechatsupporter helfen konnte, kontaktierte ich Slotwolf per Mail und erhielt wieder den gleichen Textbaustein, dass ich die Bonusbedingungen verletzt haben soll und keine näheren Infos dazu herausgegeben werden können. Wie soll ich dann hier das Gegenteil beweisen können?
Ich recherchierte über ähnliche Fälle im Internet und bin auf folgenden Fall aus diesem Forum hier im Januar 2020 gestoßen: https://de.casino.guru/slot-wolf-casino-die-gewinne-des-spielers-aus-dem
Der Beschuldigte in diesem Beitrag schildert genau das gleiche Problem wie ich.
Ich zitiere hier die Aussage vom Slotwolf Casino zu dem oben genannten Fall:
"Vielen Dank, dass Sie das Problem hervorgehoben haben. Wir haben alles überprüft und festgestellt, dass die Gelder versehentlich beschlagnahmt wurden. Wir entschuldigen uns wirklich für den Vorfall. Der gesamte Betrag wurde auf das Konto zurücküberwiesen.
Freundliche Grüße,
Slot Wolf Casino"
Ich gehe davon aus, dass es sich in meinem Fall ebenfalls um ein Versehen handelt und bitte daher um Überweisung meines ehrlich erspielten Gewinns in Höhe von 650€ auf mein Konto.
Ich hoffe auf schnelle Aufklärung des Falls.
Vielen Dank für die Hilfe und mit besten Grüßen
David Schneider
Dear David,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their cooperation, but, before we do so, please could you forward any relevant communication between you and the casino to my email address petronela.k@casino.guru? I hope we will be as successful in resolving this case as we were back in January, with the other player. Looking forward to hearing from you.
Best regards,
Petronela
Dear David,
Thank you very much for submitting your complaint. I’m sorry to hear about your negative experience. We will contact the casino and ask for their cooperation, but, before we do so, please could you forward any relevant communication between you and the casino to my email address petronela.k@casino.guru? I hope we will be as successful in resolving this case as we were back in January, with the other player. Looking forward to hearing from you.
Best regards,
Petronela
Hello Petronela,
first of all thank you for the help.
I have just sent the requested correspondence to petronela.k@casino.guru.
If more information is needed, I'm happy to help.
Best Regards
David Schneider
Hallo Petronela,
erst einmal vielen Dank für die Hilfe.
Die angeforderte Korrespondenz habe ich soeben per Mail an petronela.k@casino.guru übermittelt.
Wenn noch weitere Informationen benötigt werden, stehe ich gerne zur Verfügung.
Mit besten Grüßen
David Schneider
Thank you very much David for providing all the necessary information. I will transfer now your complaint to my colleague Matej 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.
Thank you very much David for providing all the necessary information. I will transfer now your complaint to my colleague Matej 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.
I would like to ask Slot Wolf Casino to send us proofs that David has multiple accounts.
You can use my email address: matej@casino.guru
Thanks
I would like to ask Slot Wolf Casino to send us proofs that David has multiple accounts.
You can use my email address: matej@casino.guru
Thanks
Hello David.
We received the proofs from the casino that another player has the same IP address as you. Unfortunately, this could happen when you are sharing the internet connection with somebody or using the internet in public places. Most casinos have strict IP address policy. We believe in common sense when we investigate these accusations. You mentioned that this is impossible from your side, are you 100% sure?
Let me explain:
In case that there is betting similarity on both accounts or another similar behaviour, we are ruling in favour of the casino. But if some verified players just once o several times share the same IP address but in 90% times they are playing from a different place we believe in this cases casino should be generous.
Hello David.
We received the proofs from the casino that another player has the same IP address as you. Unfortunately, this could happen when you are sharing the internet connection with somebody or using the internet in public places. Most casinos have strict IP address policy. We believe in common sense when we investigate these accusations. You mentioned that this is impossible from your side, are you 100% sure?
Let me explain:
In case that there is betting similarity on both accounts or another similar behaviour, we are ruling in favour of the casino. But if some verified players just once o several times share the same IP address but in 90% times they are playing from a different place we believe in this cases casino should be generous.
Dear Sirs and Madames,
I moved 2 times in the past year. However, I live alone and also lived alone in my previous apartments. Therefore it is not possible that someone can have created another account via my connection.
As I already informed the support of Slotwolf, friends of mine also play on Slotwolf.com.
We have met often in the past and organized "LAN parties". In addition to video games, we also used the Slotwolf casino to play. Could this have caused the misunderstanding? Since we were in a network at the time?
Best Regards
David Schneider
Sehr geehrte Damen und Herren,
ich bin im Laufe des letzten Jahres 2 mal umgezogen. Jedoch wohne ich allein und wohnte auch in meinen vorherigen Wohnungen allein. Deshalb ist es nicht möglich, dass jemand über meinen Anschluss einen weiteren Account angelegt haben kann.
Wie ich bereits dem Support vom Slotwolf schon mitteilte, spielen auch Freunde von mir auf Slotwolf.com.
Wir haben uns in der Vergangenheit auch öfter mal getroffen und "LAN-Partys" veranstaltet. Neben Videospielen haben wir dort auch das Casino von Slotwolf genutzt um zu spielen. Kann das Missverständnis eventuell dadurch entstanden sein? Da wir zu diesem Zeitpunkt in einem Netzwerk waren?
Mit besten Grüßen
David Schneider
Slot Wolf Casino provided us evidence, and indeed you had the same IP with another player. But this happened only once. You had this IP in time when the second player account didn't exist. I understand that this is suspicious, but we didn't evaluate this evidence as sufficient to close your account. If they don't want you as a player, then they should to pay you the winnings before closing the account.
Slot Wolf Casino provided us evidence, and indeed you had the same IP with another player. But this happened only once. You had this IP in time when the second player account didn't exist. I understand that this is suspicious, but we didn't evaluate this evidence as sufficient to close your account. If they don't want you as a player, then they should to pay you the winnings before closing the account.
Because we didn't get any reaction to our comment, we decide to close the complaint as "unresolved."
We believe that Davids winnings should be paid out, and I strongly recommend to contact MGA (Malta Gaming Authority) and submit the complaint there.
I am very sorry David that we were unable to solve your complaint.
Because we didn't get any reaction to our comment, we decide to close the complaint as "unresolved."
We believe that Davids winnings should be paid out, and I strongly recommend to contact MGA (Malta Gaming Authority) and submit the complaint there.
I am very sorry David that we were unable to solve your complaint.
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
David, we got the information from the casino that they paid you. Could you please confirm it?
We’ve reopened this complaint as per the casino's request. We would like to give this case one more chance to get resolved and help both involved parties to reach to a satisfactory conclusion.
David, we got the information from the casino that they paid you. Could you please confirm it?
This post is private for now. It’s waiting to get approved by Casino Guru. We only make new posts public after a manual review to make sure that they don’t contain any sensitive information meant to be only seen by the involved parties.
Dear David,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.
Dear David,
Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.
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