Wolfy Casino - Player is requesting a deposit refund.

Hello there!

At the beginning I'd like to say that I was self-excluded from Mirage Casinos group in year 2019. The "WolfyCasino" is also the part of Mirage group (checked license number,adress...etc.).

November 2020 I have found Wolfy Casino,and decided to register there, didn't check that they are from Mirage Group,and they let me in. I can create an account,deposit money (980Euro). After checking that I was allowed to create an account by group,where I was self-excluded I have contacted the casino,tell all about my experience . They have answer me,that Wolfy is a new casino (from 2020) and they don't have any system ,wich can recognize my self-excluding on another casinos from the same group.

I'd like to get refund of my 4 deposits (toegheter 980 Euros) because they brake their own rules and let me open account and deposit money.

Dear Ned2908,

Thank you very much for submitting your complaint and forwarding all the relevant screenshots. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise if you have requested a self-exclusion or account closure? What was the reason? Could you please forward your cashier history? My email address is petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Hello there.

Thanx for reply.

My reason was a gambling addiction. I've asked to permanent close my account without posibillity to re-open because of my gambling problems.for the all casinos from group. It was made on a live chat on a one casino from the whole group. I Guess it was Horus Casino. Unfortunetlly I don't have a chat transcript.

My deposit history was sent via email to you. It is only this because they blocked my account now on Wolfy and I can't login it.

Best regards

D.

I'm sorry, Ned2908, but I haven't received it yet.

Hi Petronela.

Check please your email 🙂

Thank you very much, Ned2908, for providing all the necessary information. I will now transfer your complaint to my colleague Jozef 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.

Waiting for a reply from Jozef.

Best regards!

Hello Ned.

I absolutely appreciate that you shared your experiences with the Casino Guru team. We will now try to get in touch with the casino.

Hi Jozef

Thank you for a reply.

Waiting to hear some good news from you.

Best regards

I Guess that casino have ingnored me. Is that case closed now,? Because I'm going to move this case Direct to CuracaoGaming

Dear all

We have checked this case and we had not receive any request about self exclusion from Mirage until 27.12.2020. Player has registered at Wolfy casino on 24th of December, and on 27th December his account was closed, as we received his request from Mirage to be excluded from all Mirage casinos. All the proofs were presented to Casino Guru. By our latest information we do also have a tool that prevents excluded players to register at Mirage casinos and it has been implemented in November. So in case the player was really excluded before he would not be able to register at Wolfy casino.

Best regards

Dear Ned.

I can confirm that we have received relevant evidence from the casino. Please, could you provide us with some proof that you have self-excluded from Mirage Casinos group in the year 2019?

Dear all

First thing:

WolfyCasino should choose one version,because I've got some other info via email:

"Dear Damian

Wolfy casino has been established in 2020, which is after you have excluded yourself from Mirage casinos. All your accounts at Mirage casinos must have been closed at that time, but since Wolfy was not existing at that time it could not be done, and we do not have any system that could prevent you registering at Wolfy casino.

Thanks for understanding.

--

Wolfy casino support

www.wolfycasino.com"

The screenshots from my mail,was sent to CasinoGuru

So you have that protect system or not?

ABout my registration it's true: It was on 24.12.2020,and on 27.12.2020 have talked with chat agent about my self-exclusion on Mirage Group. As he said,that you don;t have any system,because you are a new casino,I've asked directlly to self-exclusion my account because of my gambling Problems to prevent me from more deposits.

Now waiting for a chat transcript from Horus Casino, where I've made a self-exclusion for whole group. If it came soon,I make a screenshot and put it here.

I can't also open account on Goldenline or SpaceLilly (also sister sites),but on Wolfy it was posiblle.

Best Regards

D.

Od course CasinoHorus sending me only chat transcript from 27.12.2020 where I've asked about my self-exclusion ,to be sure that I have right in this case. I know that they are "playing" toegheter and I didn't get anything from them. Proof that they are laying is above. (Part about Opening protection system in November and e-mail from few days before told me that they don't have one 🙂 )

If I get something ,put it here.

Hi

Just to clarify one thing. We did not know until today that this protection tool was already integrated in November, thats why we told you in the first email that we do not have it, but actually we did. You can check that also directly with Mirage.

Best regards

Wolfy team

You didn't know wich RESPONSIBLE GAMING tools you have?

😀

Please,be serious.

Hello Ned.

Please, could you specify an email address where have you sent it?

The screenshots from my mail,was sent to CasinoGuru

It was sent to Petronela

So, I've got the answer from CasinoHorus.

Of course they don't have any logs or chat transcripts ,because "I have deactivated my account from myself".

As I know this is only avalible to make that via email/live chat. You can freeze your account for a some time but not deactivating it!!

They are knowing my case and playing against me.

It also my fault that I have Opened accounts on this Curacao scam.

When it will be on casino with MGA license wouldnt be a big deal.

Dear Ned.

I can confirm that Petronela has received 4 emails but only about deposit confirmation, there is nothing more. Please, could you forward it to my email address jozef.k@casino.guru or post screenshots directly into this threat?

proof that you have self-excluded from Mirage Casinos group in the year 2019

Hi

Emails were with deposit confirmation and also one e-mail from Wolfy ,where is a info that they can't seen my self-exclusion,because they don't have any system that recognize that.

And like above I've asked about chat transcripts from 2019 by HorusCasino. They didn't gave me any... Only one from 27.12.2020 where they are sure that my self-exclusion wasn't for whole group ,only for Horus Casino.

So they also can't proof my opinion that I was self-excluded from whole group in 2019.

Now is "Word against Word".

Best regards

D

Hello Ned.

I am very sorry about the situation but without the proof of self-exclusion from Mirage Casinos group in the year 2019, your accusations are invalid and we’re not able to proceed with further investigation.

Unfortunately, we are forced to close your case as 'rejected'.

Another option is to file an official complaint at ADR and/or licensing authority of the casino. I will gladly help you with it. Let me know if you have any questions or require further assistance. 

Best regards, Jozef

Casino.Guru

jozef.k@casino.guru