The player from Germany had discovered his casino account had been deactivated after he returned from vacation, with €130,000 still in it. Despite having reached out to customer service, he had received no explanation or contact from the casino. His account had been verified since September 28th, 2023, and the winnings had been accumulated with real money without a bonus. The casino later informed him that his account had been closed for security reasons during site maintenance and would be reopened in April. The player confirmed that his account had been unlocked and the issue had been resolved. We then closed the complaint.
Wolfy Casino - Player's account unexpectedly deactivated.
Amount: €130,000
Wolfy Casino
Safety Index:LowSafety Index
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4.7
Wolfy Casino has a Safety Index of 4.7, which means some of the considered factors point to a low level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
7 months ago
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7 months ago
Translation
Good evening,
I am having an issue.
I returned from vacation today and attempted to log into my casino account. Initially, I had incorrectly entered the Captcha code a few times and received a red error message, but didn't think much of it. However, once I entered everything correctly and tried to log in again, suddenly it read, "Your Account Was Deactivated"..
In January, I won €100,000. I was successfully able to withdraw €20,000. When the casino accidentally transferred an extra €1000 to me per month, I still had €79,000 left. I canceled €4,000 as I wanted to round off the amount and decided to try my luck again. With those €4,000, I won approximately another €60,000. I was overjoyed with this high win once again and proceeded to request a withdrawal.
I have been in contact with the casino every month, as the casino transfers €5,000 to me at the beginning of the month, and then another €5,000 a week later.
The total payout from this massive win is currently €30,000 without any issues.
As mentioned above, I tried to log in today and got a huge shock...
I contacted the live chat service and received two different statements.
"Unfortunately, your account has been closed due to security reasons by our support team, if you like to know more about it, you can contact them via email at .........."
and this one...
"In this case, you have to send a mail to the support department and they will help you to solve the problem."
The casino has not responded to me. Moreover, I have not received any email informing me that my account has been deactivated. I don't understand why I was not informed about this?
My account had €130,000 on it as of 5 days ago!
I request help and welcome any responses and positive feedback...
Automatic translation:
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7 months ago
Hello Felby7,
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 your account is already verified and if yes, since when exactly? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?
Looking forward to your answer.
Regards,
Nick
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7 months ago
Translation
Good evening Nick 😊
First of all, thank you very much for the super quick response!
My account has been verified since September 28th, 2023.
I accumulated the winnings with real money and achieved them WITHOUT a bonus.
I wrote to live support 3 times today about my "blocking" "deactivation" and the last time was at 8:30 p.m. The third person in the live chat also couldn't give me an answer because it doesn't seem to be obvious and I should contact management directly, since the last contact in the live chat apparently confirmed to me that it was the management that "blocked" my account .
So far I have not received an email directly from support.
Automatic translation:
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7 months ago
Translation
Short feedback.
The casino has contacted me. According to the maintenance that has been carried out on the site, my account has been closed for security reasons and will be reopened at the beginning of April!
Thanks anyway!❤️
Automatic translation:
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7 months ago
Hello Felby7,
Do you wish to keep the complaint open until the casino unblocks your account?
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7 months ago
Translation
Hi, it's unlocked. Can be closed. Thank you very much!
Automatic translation:
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7 months ago
Dear Felby7,
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
