The player from Germany had his bonus winnings voided as he didn't place a real money deposit in the same week as he activated the deposit bonus. We ended up closing the complaint as ‘unresolved’ because we consider the casino's decision to be against fair gambling.
Wolfy Casino - Player's bonus winnings have been cancelled.
Black points: 445
Amount: €820
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
Unresolved
Our verdict
Against fair gambling
UNRESOLVED
Case summary
1 year ago
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1 year ago
Translation
Hi good afternoon,
I used a weekend wager free reload bonus on Saturday 01/28/2023.
I deposited €200 for this 100% Saturday Bonus and activated the BONUS manually with the CODE that is on the promotion page, it was available and I was able to use it! when I deposited 200€ there were 400€ credit on the account,
I played the game which is likes to play and won an amount of about 1020€ there! I applied for a payout of €820 because €200 in bonus credits were deducted, which is also correct and understandable since I had no turnover requirement.
I also got an email today that my payout has been canceled and my winnings will not be accepted because I did not deposit €100 raw money in the same week and I did not qualify for this weekend bonus.
Unfortunately, to my disadvantage, the BONUSDCODE was still available for me and the system at the cash register let me pay in even though that was not allowed and I shouldn't have played a game with this BONUS CREDIT because I didn't have €100 raw money and didn't qualify for this weekend bonus have qualified.
It was a bit unfair for me to have a bonus code activated and even play with it even the bonus balance was on the player account,
that is not correct and now i have won and my winnings will not be paid out but only my deposit has been refunded to my player account!
These are software problems at the checkout and I can't do anything about that. If the game had problems or something else was in the game, I would understand that completely, but please, how can that be? At the checkout, I'm given a bonus and everything works and then the nasty surprise comes !!!! Please to enlightenment
I would like to send screenshots for clarification by email!
Kind regards
Thomas H
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1 year ago
Dear thomash95,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):
"THE WOLFY PACK WEEKEND
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46.1.To ensure proper use of bonuses and fair play, Wolfycasino.com considers claiming Wolfypack weekend bonuses without any other deposit (i.e. deposit which is not matched with any bonus) during the week as irregular gameplay to take advantage of bonuses. Players must deposit at least 100€ during the week in order to be eligible for winnings generated with Wolfypack weekend Bonuses if they later decide to play slot games with mentioned deposit and 300€ in case of table games play. In case of irregular play mentioned above, winnings generated with Wolfypack weekend Bonuses will be forfeited and deposit returned.In case of irregular play mentioned above, winnings generated with Wolfypack weekend will be forfeited and deposit returned."
Nevertheless, we believe that if players are able to redeem a promotional offer that is available inside their account, play it and accumulate any winnings, then they should be entitled to their winnings too. Any restrictions relating to the availability of promotional offers should be enforced on the software level.
If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.
I hope we will be able to help you to resolve this issue. Thank you in advance for your reply.
Best regards,
Petronela
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1 year ago
Translation
Hello good day, right I have read the bonus conditions it is true what you say and copied it into the text,
Unfortunately, I still find it impossible that a bonus is guaranteed to me at the checkout and that my deposit is accepted and the bonus is credited to me.
Well if I had lost that would be fine and if you win that's not fine either, so it's a software problem or a software gap where you can take advantage of it and thus let the players deposit and even play but then not paid out, this is not possible in other casinos that is not okay as it is at wolfycasino!!!
I will contact the casino and write an email and point out the error with the bonus granted, although it shouldn't have worked!
I'll get back to you immediately if I answer
Kind regards
thomas h
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1 year ago
Thank you very much, thomash95, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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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1 year ago
Hello thomash95,
I'm Michal and I have taken over your complaint. I have reviewed your case and as my colleague Petronela mentioned if players are able to redeem a promotional offer that is available inside their account, play it and accumulate any winnings, then they should be entitled to their winnings too. Any restrictions relating to the availability of promotional offers should be enforced on the software level. I will contact the casino to see if I can help.
We would like to invite Wolfy Casino to join the conversation.
Dear Wolfy Casino,
Can you please provide any information about this case? As we clearly stated in our Fair gambling codex
Our position:
If a player uses their own personal information to create a casino account, doesn't have duplicate accounts and follows all of the rules in the T&Cs, they should be able to use a casino bonus that has been given to them in any way they want.
We don't support taking winnings from players after they have fully cleared the wagering requirements without breaking additional rules for bonus play, even if the casino suspects that the player is a bonus abuser. If a player has received a bonus and has played with it, they deserve to keep the winnings. Any restrictions relating to the availability of promotional offers should be enforced on the software level. Why was the bonus granted to the player? What can be done with this case, please?
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1 year ago
Hi all
Our bonus terms and conditions are clear. If the player would read the bonus terms and conditions he would know that he is not eligible for the bonus. We can not set bonus to be shown only for eligible players, therefore it is stated in our terms and conditions what are the conditions for it. All the other players have no problem with it and so far we didnt not have any complaints abou it. Our decision is final.
Kind regards
Wolfy team
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1 year ago
Dear Wolfy Casino,
I understand and agree with you that the player should check the bonus terms and conditions, however, I can't agree with your response, "We can not set bonus to be shown only for eligible players". We know from experience that this can be done, and a lot of casinos, if not most do it this way. As I mentioned in my previous response "Any restrictions relating to the availability of promotional offers should be enforced at the software level."
Let me ask you a question. Would it be okay if the player lost their balance while playing with the bonus, or would the money be returned because the player should not have claimed the bonus in the first place?
As I mentioned, I agree with you that the player should check the bonus terms and conditions, but in this case, if players are able to redeem a promotional offer that is available inside their account, play it, and accumulate any winnings, then they should be entitled to their winnings.
We would appreciate it if you could reconsider your decision.
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1 year ago
Hello once again
First we have to disagree with your statement: ¨We know from experience that this can be done, and a lot of casinos, if not most do it this way. ˝
We can not set such rules for bonuses as our platform provider does not have that option. If that would be possible we would of course do it to avoid such situations as mentioned above and would save us a lot of work.
If the player claims the bonus and loses the balance while not being eligible for it we of course do not refund it, as the money would have been lost either way, with or without bonus. Those rules are put it place to prevent bonus abuse which is the case in this complaint as also all of 7 deposits have been made with bonus, and there was not clean deposit so far.
We would like to point out that you most probably do not claim bonuses blindly before at least checking what are the terms and conditions behind it.
Thanks for understanding
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1 year ago
Translation
Hello, good evening
First of all I would like to thank the Casinoguru team for dealing with my case,
Thanks also to the Wolfycasino team for commenting.
I have now read everything again and have come to the conclusion that it is true that I have not deposited any raw money and played with it, well I just want to say that playing with a bonus is more or longer fun because you has more credit.
I also find it a pity that this "software problem" cannot be solved or that it is an expense for the casino,
It is relatively easier and cheaper to write this into the bonus conditions that you have to deposit pure money once a week in order to be able to use the weekend bonus!
I also think it's a shame that it works at other casinos either the bonus is granted or not and then the player understands why he didn't get the bonus if he didn't deposit once a week, for example.
I also checked my game history and came to the conclusion that I didn't use any bonus balance and won with my real money. In addition, the bonus balance was also deducted from the real money!
Winnings with real money have no win limit, and there is a max cashout of 5x deposit if you win with a bonus
Beautiful evening
thomas h
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1 year ago
Thomas we agree with you on that:
˝It is relatively easier and cheaper to write this into the bonus conditions that you have to deposit pure money once a week in order to be able to use the weekend bonus!´˝
Regarding the bonus let us explain it. Bonus is wager free and sticky, and since it is wager free it is capped with maximum cashout of 5x bonus amount.
Now how the bonus works: All of your winnings generated with real money go into the bonus balance, so once you wager your deposit at least 1x and use your real money you are free to withdraw. So in the end you have only money on your bonus balance like this: 0€+500€ bonus balance. Since bonus is sticky, the bonus amount is forfeited automatically once you request withdrawal from your balance.
Kind regards
Wolfy team
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1 year ago
Dear Wolfy Casino,
Thank you for your replies.
Again, I do agree with you that the players should read the bonus terms and conditions, before claiming any bonus. I do have to agree with you as well that not all platform providers allow our recommendations as I mentioned in my previous response, but in this case, the disputed rule "Players must deposit at least 100€ during the week in order to be eligible for winnings generated with Wolfypack weekend Bonuses" should be mentioned in the bonus description like some other terms showing below.
Another option would be a pop-up message to inform the player that the is a requirement of "deposit which is not matched with any bonus" before claiming the bonus and a warning "In case of irregular play, winnings generated with Wolfypack weekend Bonuses will be forfeited and deposit returned." to prevent situations like this. A lot of casinos were able to implement these recommendations when their platform providers don't allow them to restrict selected users from claiming a bonus they are not entitled to. Otherwise, this put's the players in an unfair situation where they only lose money without a possibility to win/withdraw anything.
With this being said, we still have to kindly ask you to reconsider your decision. As I stated before and according to our Fair gambling codex:
"If a player is not a bonus abuser, they probably don't even know that something like bonus abuse exists. If a player is a bonus abuser, the situation is a bit different, but if they do receive a bonus, they still expect to be able to use it and possibly win some money." As well as: if players are able to redeem a promotional offer that is available inside their account, play it, and accumulate any winnings, then they should be entitled to their winnings.
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1 year ago
Translation
Thanks to the Casino Guru team and thanks to the Wolfycasino team
Now I've gotten smarter but my question is how are other players protected in such a situation?
Bonus code is available and can be used, bonus is granted even without a weekly deposit.
You can only lose in a situation like this. if you lose you lose but if you win you lose the winnings and get your deposit back.
As in my case.
It's a shame that something like this is possible, but I also don't read my car manual every day, my car also warns me if I'm driving too fast or have to go to the workshop for an inspection, of course not every car can do that, but the technology is improving and our cars are getting newer and more and more cars can do that, the old technology is also being replaced by the new technology, casinos are getting better and bigger everyone has the chance to improve and grow you can see everything as an opportunity you have to use it and implement, you can't always save on the expenses you have to allow your customers/employees something, treat them (treat) so that life is fun but that's not politics, that's humanity and that's philosophy.
Something to stimulate and think about, everyone!
Exemplary greetings and
Best regards
Thomas Henry
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1 year ago
To conclude this complaint in one short sentence as how we see things.
You are also able to drive over the speed limit but you are not allowed to and you get fined if you get caught by police.
Thanks for understanding
Wolfy team
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1 year ago
Dear all,
I'm afraid we were not able to find a consensus in this situation.
Although we agree with the casino that the players should read the bonus terms and conditions, before claiming any bonus, we still believe that if players are able to redeem a promotional offer that is available inside their account, play it, and accumulate any winnings, then they should be entitled to their winnings. Any restrictions relating to the availability of promotional offers should be enforced on the software level.
This is clearly stated in our Fair gambling codex as well.
Sadly, as the casino still sticks to its decision to void the winnings we are forced to close this complaint as "Unresolved - Against Fair Gambling".
We understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might help to change the casino's approach. If the casino decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, We recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru).
We are sorry We could not be of more help on this occasion.
Best regards,
Michal
