Wolfy Casino - Player's winnings confiscated for bonus abuse.

Hallo,

Wolfycasino hat einfach meinen gewinn Storniert mit der Begründung Bonus missbrauch.

Auf meine Email was ich denn gemacht habe Antworten sie einfach nicht. Ich hoffe mir kann hier jemand helfen.

LG Arne

Dear arnebottcher38,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. 

Could you please clarify which bonus you played with? If possible please post a link or promo code you used to activate the offer here in this thread.

Did the casino specify their definition of bonus abuse? Please forward all the relevant communication between you and the casino to kristina.s@casino.guru. Alternatively, you can post it here. 

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Es war der erste Bonus: https://www.merlincasino.com/en/promotions/casino-welcome-bonus

Es gab kaum eine Kommunikation.

Ich habe nach der angefragten Auszahlung einfach eine Email bekommen wo mir Bonus missbrauch vorgeworfen wurde.

Ich habe dann Nachgefragt was ich gemacht hätte und erhalte seit dem keine Antwort mehr von dem Casino.

Thank you very much, arnebottcher38, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, arnebottcher38,

I am sorry for the delay (vacation/days off, out of the office). I will further assist you with your complaint.

From Monday, I will be fully available in the office. I will go through the case and inform you how we will proceed.

Thank you for your patience and understanding.

Alright, arnebottcher38. Now let's ask the casino for the details.

Dear Wolfy Casino team,

Could you please provide us with an explanation of the player's situation in more detail? Why have the player's winnings been confiscated and which particular rules were applied in this case?

If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its claims and decision with relevant evidence?

Feel free to send the necessary evidence to my email address (branislav.b@casino.guru).

Thank you in advance for providing the information.

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear arnebottcher38,

Just letting you know that there is an ongoing communication between me and the casino representative outside of the thread, and I am currently waiting for further details and evidence supporting the casino's claims and decision. Therefore, I am extending the timer for the casino once again.

However, please note if the casino does not provide us with relevant details/evidence regarding the matter, the complaint will be closed in accordance with the information in my previous post.

Once I have any news or updates, I will inform you directly here.

Thank you for your patience and understanding.

Dear arnebottcher38,

I am extending the timer for the casino once again. Although the casino representative replied to me regularly and should have contacted me back regarding the matter and additional details, it has not been done yet. There is some suspicion and I have not been provided with sufficient evidence for all the casino's claims. However, I sincerely believe they will answer my last messages outside the thread soon.

Once I have any news or updates, I will let you know. Alternatively, I will let you know about our ruling regarding the complaint.

Dear arnebottcher38,

I tried to contact the casino repeatedly but without success. Unfortunately, the casino representative stopped responding, and the provided details were insufficient to support the casino's claims and decision. It looks like a suspicion of multiple accounts and bonus abuse for now. But, it is not enough to have only suspicion of something.

Since it is taking so long without any progress and I cannot keep the complaint open indefinitely, I am forced to close the complaint and mark it as "unresolved" in our system. I understand this is not a satisfactory solution to your issue. However, the decrease in the rating/safety index caused by unresolved complaints could 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, I recommend that you contact the responsible gaming authority - Antillephone N.V. (Curacao), and submit a complaint to them (certria@gaminglicences.com and/or complaints@gaminglicences.com). Before submitting the complaint, make sure you provide all the necessary information: your personal data, the casino details, your login details in the casino, the issue description, and supporting attachments if needed. Please note it is a rather passive licensing authority and you can wait weeks or even months for an answer.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

In case you need any help or have news from the regulator, please contact me at branislav.b@casino.guru.

Best regards,

Branislav, Casino.Guru