Slot Wolf Casino - Os ganhos do bônus do jogador foram cancelados.

Hello everybody,

I signed up at Slotwolf and took advantage of the 100% welcome bonus up to € 150 on the first deposit. After a successful wager I had € 1,783.79 freely available for payment. I then applied for a € 1,600 payout and successfully verified it. The next morning I got an email from Slotwolf that I had disregarded the bonus conditions, which is why my winnings including other bonuses were deleted. After several discussions with the live chat I was told that with 20 € spins I would have exceeded the maximum amount of 5 € per spin, which I can rule out with absolute certainty! The live chat could neither answer me in which game this rule violation should have taken place, nor can I understand it myself because my entire game history was deleted ...

Am shocked by this dubiousness ...

I have already successfully wagered bonuses at several casinos, there have never been any problems with payouts, even significantly higher amounts, but what happens here is a cheek.

Hallo zusammen,

habe mich bei Slotwolf angemeldet und den 100% Willkommensbonus bis 150€ auf die erste Einzahlung in Anspruch genommen. Nach erfglreichem Wager hatte ich 1783,79€ zur auszahlung frei verfügbar. Anschliessend habe ich eine 1600€ Auszahlung beantrag, verifizierung erfolgreich durchlaufen. Am nächsten morgen bekam ich eine Email von Slotwolf ich hätte die Bonusbedinungen missachtet, weshalb mein Gewinn inkl. weitere Boni gelöscht wurden. Nach mehrfacher Disskuison mit dem Livechat wurde mir gesagt ich hätte mit 20€ Spins den maximal Betrag von 5€ pro Spin überschritten, was ich mit absolter sicherheit ausschließen kann! Der Livechat konnte mir weder beantorten in welchem Spiel diese Regelverletzung stattgefunden haben soll noch kann ich das selbst nachvollziehen da meine gesamte Spielhistorie gelöscht wurde...

Bin von dieser unseriösität schockiert...

Habe bei mehreren Casinos bereits Boni erfolgreich gewagert, nie gab es irgendwelche Probleme mit Auszahlungen auch deutlich höherer Beträge aber was hier passiert ist eine Frechheit.

Dear Philipp,

Thank you very much for submitting your complaint and for forwarding relevant communication. I’m sorry to hear about your problem. I have checked bonus terms and conditions, and this is what I found https://www.slotwolf.com/bonus-terms-and-conditions:

"Any issued bonuses are by default limited to a maximum bet during wagering: 5 EUR / 5 USD / 7,5 CAD / 50 NOK / 7,5 NZD / 20 PLN / 375 RUB / 625 JPY, unless otherwise specified. Max bet limit includes bets doubling after a game round has been completed as well as bonus rounds (purchased within the game). "

Could you please advise if you have purchased any sets of free spins/bonus rounds during the bonus wagering?

I hope we will be able to help you to resolve this issue as soon as possible. I will be waiting for your reply patiently.

Best regards,

Petronela

Hello Petronela,

no did not buy any free spins. Didn't you think that I was supposedly playing with € 20 spins? I do not understand...

Greetings Philipp

Hallo Petronela,

nein habe keine freispiele gekauft. Dachte doch auch das ich angeblich mit 20€ Spins gespielt habe? Versteh ich nicht...

Grüße Philipp

I was referring to a possibility that you have purchased a bonus feature (free spins) while completing bonus wagering. 

Hello,

no no free spins bought

Hallo,

nein keine freispiele gekauft

Thank you very much, Philipp, 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.

Hi Philipp,

I looked at your case and screenshots and understand your situation. I will contact the casino and see if I can help.

Hello, Peter and Philipp!

We are ready to provide the proof of the max bet breach, please let us know where we can send it.

Thanks in advance!

Hello, you can send it to my email address: peter.m@casino.guru.

Hi, Peter!

the proof has been sent to your email.

If anything else is needed, plese let us know!

Thank you Slot Wolf team for the emails.

Hello Philipp,

The casino sent me your game history suggesting there was one bet of €20 on a game Release the Kraken while having an active first deposit bonus on 31.08.2020 at 19:04. Based on the evidence, I'm afraid, there is not much I can do for you to help. If you are still convinced you should get paid, I recommend you to turn to the Malta Gaming Authority (https://www.mga.org.mt/support/online-gaming-support/) and submit a complaint there.

I wish I could be of more help.

Best regards,

Peter