Wolfy Casino - A conta do jogador foi encerrada após uma tentativa vencedora.

Users johnwick7a

I signed up for this casino today after seeing a page that mentioned a bonus offering free spins. I managed to win $70.03 using those spins, but when I tried to withdraw the money, I was told I had to make a deposit. When I contacted support, not only did they block my account, but they also claimed their terms state my country is ineligible. It feels like a scam to me, because if my country weren't valid, they wouldn't have allowed me to register or update my details in the first place.

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Dear angelito777,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

However, I'd like to inform you that we accept the situation when the casino allows players from restricted countries to open an account as long as they don't use this as an opportunity to later cancel the player's legitimate winnings. In other words, if the casino allows players from restricted countries to deposit and play, they should pay out their winnings as well.

Please allow me a few questions so I better understand the situation.

• When did you register and when was your account blocked?
• Could you please specify if you used any VPN or IP-masking software to alter your true location while accessing the casino website?
• What country did you specify in your player profile when registering your account?
• Where is your permanent place of residence?
• Did you make any deposit to casino?

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

Karla M.

I registered yesterday.

I didn't use a VPN.

I am from Venezuela.

I reside in Venezuela.

I didn't make a deposit because I spoke to support right away, and they blocked my account.

Thank you very much for your clarification.

Since you mentioned that your winnings of $70.03 originated from free spins, I would like to clarify a few additional details before we proceed.

• Could you please confirm whether you fully completed all wagering requirements associated with the free spins before attempting to withdraw your winnings?
• Did the $70.03 appear in your real-money balance after the wagering requirements were completed?
• Could you please provide screenshots or other evidence showing the free spins promotion, the wagering requirements, and your resulting winnings?
• Could you also share your communication with the casino where they informed you that your account was blocked because players from Venezuela are not eligible?

You can attach the screenshots and communication directly here in the complaint thread.

Thank you very much in advance for your cooperation. I look forward to your reply.

Karla M.

Yes, I met the wagering requirement to secure the winnings, which amounted to $70.03.

I don't have screenshots because my account was blocked; I honestly didn't expect them to do that, and I find it unfair.

After communicating with them, they blocked my account because I told them that I am from

Dear angelito777,

Thank you for your cooperation and for providing all the necessary information. I truly appreciate the time and effort you’ve taken to share everything with us so far.

Your complaint will now move to the next stage of our process and be handled by your dedicated Resolver,Michal K., (michal.k@casino.guru). This is a standard step in our procedure, as the Resolver will take over communication with the casino directly and manage your case from this point onward.

No action is required from you right now. Your Resolver will reach out through this thread if any additional details are needed. You can rest assured that your case is in very capable hands.

I wish you the best of luck and hope your case will be resolved to your satisfaction soon.

Kind regards,

Karla Mayfly

Thanks

Hello angelito777,

My name is Michal, and I have taken over your complaint. I have reviewed the information provided so far and would like to clarify a few points:

• Did you use a VPN or any similar location-masking software when accessing the website, registering your account, or playing at Wolfy Casino?
• When registering, did you enter Venezuela as your country of residence in your personal account details?
• Did you claim only one no-deposit bonus, or did you claim several?
• As you stated that you did not make any deposits, do I understand correctly that you played exclusively with funds received from no-deposit bonuses?

Thank you in advance for clarifying these points.

Dear angelito777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.

I don't used vpn or somenthing i just normal login i don't put My country yes only the bonus for play i don't deposit they blocked My account

Dear angelito777,

Thank you for your clarification.

The casino’s Terms and Conditions expressly prohibit residents of Venezuela from registering and using its services. They also require every player to provide complete and accurate personal information, including their country of residence, address, and nationality.

You have confirmed that you are a resident of Venezuela and that you did not enter your country when registering. Therefore, regardless of whether the casino’s system technically allowed you to complete the registration, you created and used the account in breach of the casino’s territorial restrictions and registration requirements.

Furthermore, you made no deposits and played exclusively with a no-deposit bonus for which you were not eligible. From the operator’s perspective, the omission of this information could reasonably raise concerns that it was intended to enable access to promotional offers for which you were not eligible. I am not concluding that this was necessarily your intention; however, it is a legitimate consideration for the casino when assessing the account.

The applicable rules cannot simply be disregarded. In these circumstances, the casino had reasonable grounds under its Terms and Conditions to close the account and void the winnings derived from the no-deposit bonus.

I hope this helps clarify the applicable rules and why, based on the information currently available, we do not have sufficient grounds to challenge the casino’s decision in this case.

Is there anything else I can assist you with?

Dear angelito777,

We are extending the timer by 7 days. Please, be aware that in case you fail to respond in the given time frame or don’t require any further assistance, we will reject the complaint.