A nephew of the player from Austria has performed two unauthorized transactions. The player wishes the funds to be refunded. We ended up rejecting the complaint because it was not justified.
Wolfy Casino - Player’s casino account has been credited without his consent.
Amount: €550
Wolfy Casino
Safety Index:LowSafety Index
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4.7
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Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
9 months ago
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4 years ago
Translation
I have never given authorization with a PIN code or secure code release !!! Company VISA has authorized this payment with proof not security !!!!
Money - deposits from your terms and conditions !!!!
If you use a credit or debit card to deposit funds, your funds will not be deleted until we have received an approval and authorization code from our electronic service provider. If we do not receive such authorization, this account will not be credited to your account and your card will not be charged.
Hello, I have to write to you that my minor nephew has created the name of me in the system on my PC on her homepage !!! The worse thing is that there were payments of 250, - and 300, - with my VISA card that were not approved by an authorized and with a security pin code !!!!! This is absolutely against the regulations and I have to ask you to refund these transactions !!! Otherwise I have to file a complaint against them as they deduct payments without maintaining security !!!!
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4 years ago
Dear Michael,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked terms and conditions, and this is what I found https://www.wolfycasino.com/en/info/terms-and-conditions:
"If player accidentally makes a deposit and would like to "undo" it, this is possible only upon player’s explicit request and under the condition that there was absolutely no gaming activity on the player’s account after the deposit was made. Additionally, if player is requesting refunding of a deposit to a credit card, payment processor requires this to be done within 12 (twelve) hours after the first deposit was made."
"As part of the registration process you will have to choose a user name and password in order to log on to the website and use your account. It is your sole and exclusive responsibility to ensure that your user name and password are kept securely and not disclosed to anyone. We are not responsible for any abuse or misuse of your Account by third parties due to your disclosure, whether intentionally or unintentionally, directly or indirectly, of your user name and/or password to a third party. You will not be refunded for any losses which result from such disclosure."
Could you please advise if you have tried to communicate this issue with the casino? Please forward any relevant communication to petronela.k@casino.guru. I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.
Lastly, could you please confirm that this complaint is related to https://www.wolfycasino.com/ since you’ve submitted two identical complaints for two different casinos?
Best regards,
Petronela
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4 years ago
Translation
Hello, I have written to the casino several times and received no response !!! I have also informed VISA about this and reported these bookings as not permitted and unauthorized !!!!
These are also the terms of this casino for unauthorized bookings !!!!!
Money - deposits from your terms and conditions !!!!
If you use a credit or debit card to deposit funds, your funds will not be deleted until we have received an approval and authorization code from our electronic service provider. If we do not receive such authorization, this account will not be credited to your account and your card will not be charged.
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4 years ago
Thank you very much Michael for your reply and for forwarding all the relevant communication. Please allow me to ask one last question, was any of the deposited money played or the entire amount remained untouched in your account?
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4 years ago
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Hello, I didn't play the money myself !!! Otherwise I have no other information! thank you
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4 years ago
Thank you very much Michael for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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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4 years ago
Hi Michael,
I'm taking over your complaint. Has your nephew played with your funds in the casino?
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4 years ago
Translation
Thank you, we have contacted the casino several times and immediately after I saw it !! There have been no answers so far, with which I have filed a complaint to the police about unauthorized bookings. VISA has also confirmed these charges to me, which were not released with secure security. This requirement is also in the terms and conditions of this casino !!!! thank you
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4 years ago
Hello
There were two bets made of 250€ and 300€ on live roulette. We can provide you with game logs if needed. We have also checked with our finance team and both deposits were approved manually by account holder.
Best regards
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4 years ago
Translation
Thanks for the information!!! The payments were NOT authorized by me !!!! It is therefore very clear in the terms and conditions of this casino that only:
If you use a credit or debit card to deposit funds, your funds will not be deleted until we have received an approval and authorization code from our electronic service provider. If we do not receive such authorization, this account will not be credited to your account and your card will not be charged. I am and have complained about these transactions and I have not played any games at this casino !!! I was in Spain at the time and these activities are prohibited in this country !!!! thank you
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4 years ago
Translation
Casinos only protect your own interests !!!! There was no verification of documents and payments here !!!! There is absolutely no protection for customers when making deposits, because the casinos only refuse all your winnings or other claims when there are withdrawals. There is a right misconduct by customer protection, payments, etc. and I want these payments back from this casino.
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4 years ago
Dear Michael,
The casino contacted me and sent me relevant evidence that it was you depositing the money and confirming the transactions. Also the deposited money was staked and lost on live games. Unfortunately, there is nothing I can do to help you. Your complaint will be rejected.
Best regards,
Peter
