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

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

Amount: €650

Slot Wolf Casino
Safety Index:High
Submitted: 21 Mar 2020 | Resolved : 20 May 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

2 years ago

The player from Germany has been accused of opening duplicate accounts. His winnings from bonus play were cancelled and deposit refunded.

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4 years ago
Translation

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

Automatic translation:
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4 years ago

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

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4 years ago
Translation

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

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Automatic translation:
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4 years ago

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.

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4 years ago

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

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3 years ago

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.

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3 years ago
Translation

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

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Automatic translation:
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3 years ago

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.

Edited by a Casino Guru admin
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3 years ago

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.

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2 years ago

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?

Waiting for approval
Waiting for approval
2 years ago
Translation
Waiting for approval

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.

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2 years ago

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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