Slot Wolf Casino - Withdrawal of player's winnings has been delayed.

Hi good day I'm submitting this complaint because I requested a refund from this casino it's been 9 days now I messaged them every day and all they agent just reply one statement every day keep saying that unfortunately they are currently looking after more request and they can't give me a time when they will look after my issue I'm kindly asking someone to please come and look into this issue...

Dear johanamajeed9,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear johanamajeed9,

Have you received your withdrawal from the casino yet?

Hi again... The withdrawal I requested it's more than 2 weeks now they said they made a wire transfer but it was not successful they said that they are working on the issue.... But I explained to them that I won't be using their casino in the future Since my account is close I kindly ask them to send my funds to western union because it's of no use fixing it trying to send another wire transfer it didn't work I'm not going to use the casino in the future if they are trying to fix another method I won't be able to use it unfortunately the method they provide after the wire transfer was rejected is Neteller and Skrill which the both method mentioned above does NOT open account to resident in Guyana.... I kindly ask you to check with them because e everytime I ask about an update they tell me that they are still working on it and it has been going on more than 2 weeks now they also told me to wait for a response from them but I never get one ...

Thank you for your reply, johanamajeed9. Have you made any successful withdrawals before? Could you please confirm that you have passed the verification? Have you accumulated your winnings with or without an active bonus?

Hi I didn't play with bonus yes I am a verify player I did not receive my withdrawal yet .. yes they had already did a wire transfer before... They said that a specialist is working on it

Could you please advise what is the current status of your withdrawal request? Is it marked as pending or processed in your account?

Would you be so kind as to forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Hi the current situation is that since my account is closed on the gslot casino it was atomically close in the slotwolf casino because it's under the same owner.... I can't see my withdrawal if pending or cancel but u did ask on live chat they said the withdrawal was already transferred to my bank account I must wait ten working days.. 3 days are finished after 7 days more I'll contact you back and tell you if u received it or not...

Hi the current situation is that since my account is closed on the gslot casino it was atomically close in the slotwolf casino because it's under the same owner.... I can't see my withdrawal if pending or cancel but i did ask on live chat they said the withdrawal was already transferred to my bank account I must wait ten working days.. 3 days are finished after 7 days more I'll contact you back and tell you if i received it or not...

Thank you very much johanamajeed9 for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

Hello, Johana,

I am sorry to hear about your unpleasant experience. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Slot Wolf Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Slot Wolf Casino Team,

Why has the player's account been closed? Could you please provide us with the information on when the withdrawal in question was/will be fully processed? When can the player expect payment?

Thank you in advance for providing the information.

Hello, Johana!

We understand your frustration and sorry to hear about it.

Please be advised that the refund has been processed on our behalf on September 23, 2022. It could not have been done earlier since it was technically not possible to process this transaction to the chosen payment method.

Usually, it takes 5-7 business for the funds to reach your bank account.

Please, do let us know once the funds received.

Hi the day for the refund process has already finished I didn't receive any payments as yet I'll be in contact with u once I receive my payment.

Greetings all,

Thank you both for the updates.

Dear Johana,

Transactions are usually processed by 3rd party payment providers, so once the casino approved your refund, it cannot influence the process or speed it up. Sometimes, the process may take longer than estimated. Therefore, I will extend the timer until the end of this week and wait for an update.

Please, let us know as soon as you receive payment or on Friday if nothing changes. If there is no progress until the timer expires, I will contact the casino again.

Thank you very much for your understanding and patience.

Thank you for your response I will contact you after Friday is finished and let you no if I receive it or not.

Based on the fact we have not been provided with the information about a successful withdrawal, I would like to ask the casino representative to share an update with us.

Dear Slot Wolf Casino Team,

The mentioned estimated time frame for receiving the payment passed on Tuesday. Could you please check the current status of the issued refund with the appropriate casino department and inform us?

Can you please confirm that the casino requested the player to provide it with an additional document(s) although the refund was allegedly processed?

Hi I didn't receive any payments it's very sad I checked like 15 times my online banking..

Hello,

Please note that refund has been processed on our end as advised above. Moreover, we have received the proof of payment from the relevant team and shared this with you via your email address. Document can not be shared publicly here since it contains personal and banking details.

Alright, I understand and thank you for the update.

Dear Johana,

Can you please check all inbox folders (the email address registered in the casino), and confirm that you received the mentioned email and that the disputed funds were credited to the payment method used for the refund?

Hi yes I received in email a pdf document showing proof of payment I will now show it to my bank thank u.

Sure, please, let us know once you have any news from your bank.

Yes I'm waiting for their response

Hi i would like to give the response about my bank they said that they are not able to trace the transaction because the payment was returned to the slotwolf casino there was a incorrect information swift code that I send the casino I explained to them that is what I always use my bank give me the correct beneficiary which I give the casino to do back another transfer using the correct information my bank give I now wait in the casino response...

Hello,

Thank you for the provided information.

We have just received the confirmation that the said payment was resent on the updated bank details.

The funds should reach your account within the next days.

Due to sensitive information we are unable to share the proof of payment here, however, we have sent it via Mail.

We hope this is to your satisfaction!

Respectfully,

Team Slotwolf

Hi thank you for your response I will wait a few days as you said and I'll return a reply thank you

Dear Johana,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

Hi I am still waiting on the payment they previous send it's been a few days I'll let u no once I receive it thank u

Alright, thank you for the update. And, I am sorry, the previous information was generated and posted automatically by our system because the timer expired. Please, take it as irrelevant.

Anyway, at this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open until your confirmation regarding a successful withdrawal or an update.

Please let us know as soon as you receive the payment.

Thank you for you respond I really appreciate it I'm waiting too

Hello, Johana,

Is there any progress with your issue? Can you please provide us with an update? Have you already received the payment?

Hi good day i would like to inform you that the payment was made the 20th of October I didn't receive it because they didn't use all the information that I send in the bank correspondent I explained yesterday to the agent that the payment will return again because I show my bank the proof of payment they send on the 20th my bank said that they supposed to use all the given information I sent them on the bank correspondent for a successful withdrawal unfortunately they did not use my bank's account number therefore I can't receive it they will have to do back another transfer for the 3rd time I'm really frustrating right now it's been 14 days double time of waiting..... In addition my bank mentioned that on the proof of payment the slotwolf casino sent it has only the swift code of the bank of New York it does not have the account number of bank of New York nor no account number of my bank it just have my account number... therefore I won't be able to receive the payment unless they use the correct information.... I want you to no the issue here is that the payment must be sent to the New York bank then the New York bank will sent it to my bank then my bank will send it to me that was the information my bank said to me please make them understand because I'm really not sure what's going on...

Dear Johana,

I am sorry for the delayed reply.

How do you mean "the payment must be sent to the New York bank then the New York bank will sent it to my bank then my bank will send it to me", please?

Do you have a bank account in the mentioned New York bank? Are you able to verify ownership of this bank account? If not, I am not sure if the casino is able to process the payment. It is an industry standard that casinos send payments only to payment methods belonging to players. It is forbidden to use someone else's payment method for a withdrawal.

Can you please explain it in more detail, or provide me with a communication with your bank where they explained it to you? Personal data (account numbers) may be censored.

Feel free to use my email - branislav.b@casino.guru

Hi good day

No I don't have an bank account with new York bank I was explaining what my bank tell me according the the bank correspondent I sent the casino it was obvious they had to use all the information given on that document but they didn't use all the information that's why I didn't receive my payment also I recently send a bank statement from the 20th of October when the payment was made I still have not received it so I now wait on the casino response as they are investigating the bank statement given

In addition the information you ask above about the new York bank the bank Itself has to send the payment to my bank my bank Itself then my bank will sent it to me that's what they told me cause I myself do not understand as they give this document saying that the casino must use all the information on it for a successful withdrawal I'll send the documents via email to you please review it .

Thank u

Thank you, Johana, for your email and the provided documents.

Dear Slot Wolf Team,

For some reason, the casino should use the intermediary bank's payment details stated in the document provided by Johana's bank. However, it looks like the casino used an incorrect bank account number upon issuing the last payment.

Could you please check the payment details with the appropriate casino department/payment provider and let us know where is the problem and what is your suggestion to solve the player's situation?

Does the casino need anything else from Johana to completely process the withdrawal?

Hi there thank you for your response the casino ask for a bank statement from the 20th to oct the 7th of Nov which I already provided I would be gladly if the payment is correct this time because my bank is now over charging for bank statement when requested so often 😢

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Hi Brian good day I am here to tell you that I had a conversation with the team they said that they can't do a direct to bank transfer and unfortunately the only method I can use us Skrill or netteler this 2 method I already proof to them that the access to my country is block from both the method mentioned above I explained to them again and again they said they can't do anything about it it up to me.

Please tell me if I am can NOT get access to the both method they want me to use how will I use it? Can you please tell me what to do they don't want to sent the money only on the 2 method that is block by my country please I need your help who do I contact with this information who can help me to get my rights please reply.

Hello, Johana,

Thank you for your email and the update.

However, please, let's stay patient and positive, and wait for the casino's response.

Hello,

Unfortunately, the previous attempts have bounced back to us.

Please note that the funds have been resent to your newly provided bank information.

Usually it takes up to 7 days until the funds are received by you.

We thank you for your cooperation and patience in this regard.

Sincerely

Team Slotwolf

Thank you very much, Team Slotwolf, for providing the update.

Dear Johana,

At this point, I sincerely believe it should only be a matter of time before the payment comes to you.

I will keep this complaint open until your confirmation regarding a successful withdrawal, or an update. So, please, provide the casino with a few more business days to process the withdrawal, and let us know as soon as you receive the payment. The timer will be set according to the estimated time frame above - 7 business days.

Hi thank you for your update I'll be looking for my payment I very much appreciate it

Hi good day Brian I would like to inform you that I've received my payment today thank you for all your time and patience with me I really appreciate it ... You can now close the complaint on the slotwolf casino thank you.

What great news!

Thank you, Johana, for confirmation and for using the Casino Guru complaint resolution centre. I am very glad you have received your funds. As the issue has been successfully resolved, we will now mark your complaint as 'resolved' in our system. Although I sincerely hope it will not happen, please do not hesitate to contact us in the future if you run into any issues with this or any other casino. We are here to help.

Thank you, Team Slot Wolf, for your cooperation and help.

Best regards,

Branislav, Casino.guru