The player from Germany had registered at Wolfy Casino and won approximately 900 euros using a wager-free bonus. Her account had been locked before verification, despite her having sent all required documents via email that day. The issue was resolved after the player's account was released and verified. The complaint was marked as 'resolved' by the Complaints Team.
Wolfy Casino - Player’s account has been blocked before verification.
Amount: €900
Wolfy Casino
Safety Index:LowSafety Index
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Resolved
Our verdict
Case closed
RESOLVED
Case summary
2 months ago
Public
Public
2 months ago
Translation
Hello,
I registered at Wolfy Casino on June 21, 2024, and used the wager-free 100% welcome bonus, winning approximately 900 euros. However, when I tried to log into my account today, I discovered that my account has been locked.
My profile has not been verified yet, and I only sent all the required documents via email today.
I hope you can assist me with this issue.
Thank you in advance.
Regards,
Cornelia
Automatic translation:
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2 months ago
Hello Conny77,
Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wolfy Casino. Please allow me to ask you a few more question before we would move forward.
Could you please advise if it was a deposit or a free bonus? Did you deposit anything into the casino? When was the last time you spoke to the casino and what was it about? Did they explain the reason of blocking your account?
Looking forward to your answer.
Regards,
Nick
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2 months ago
Translation
Hello,
I deposited 200 euros and I haven't spoken to the casino about it because I can no longer log into my account.
Regards conny77
Automatic translation:
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2 months ago
Hello Conny77,
I assume that if you can't login into your account there must be an e-mail communication between you and the casino regarding this case. Can you please forward that?
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2 months ago
Translation
Hello,
My account has been released and verified again. You can now close the complaint.
Thank you
Automatic translation:
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2 months ago
Dear Conny77,
I'm glad to hear that your issue has been resolved successfully. I will now mark the complaint as 'resolved' in our system.
Thank you for your cooperation, and please do not hesitate to contact our Complaint Resolution Center if you run into any issues with this or any other casino in the future. We are here to help.
Best regards,
Casino.Guru
