Slot Wolf Casino - Os ganhos do jogador foram limitados.

Dear Casino Guru Team,

unfortunately I have another problem with a casino, this time Slotwolf from N1 Interactive.

I took advantage of the welcome offer with 100% bonus and 100 free spins spread over 5 days of 20 games.

I lost the deposit and the bonus, but won €2.85 with the free spins, with a wager of €128.25.

I made the wager and in the end there were €70 in my account, which I was able to pay out. However, the withdrawal was rejected and only €30 was credited to my account.

The casino says there is a maximum cashout of €30 on free spins. There is nothing in the terms and conditions!

It says the following there:

"2.1 STANDARD WELCOME PACKAGE

2.1.1 First deposit bonus

- To receive the bonus, you must make a deposit of 20 EUR / 20 USD / 30 CAD / 200 NOK / 30 NZD / 100 PLN / 2000 RUB / 3000 JPY / 100 BRL / 1500 INR / 7500 HUF / 300 ZAR.

- The bonus makes 100% of the deposit amount. The maximum bonus amount is 100 EUR / 100 USD / 250 CAD / 1500 NOK / 250 NZD / 500 PLN / 10,000 RUB / 15,000 JPY / 500 BRL / 8500 INR / 40,000 HUF / 2000 ZAR.

- The player wants to get 25 free spins per day for 4 days (100 free spins in total).

- Bonus and free spins must be wagered 45 times before the player can order a withdrawal.

- Free spins must be activated within 24 hours after receiving."

continue:

"6.1 NO DEPOSIT FREESPINS

- No Deposit Free Spins are defined as free spins which are issued in the following ways including but not limited to: no deposit bonuses, tournament prizes, special promotions.

- Maximum withdrawable amount which has resulted as a winning from any no deposit issued free spins, unless otherwise specified in Terms and Conditions of a specific promotion is determined by customer's VIP level at the moment of free spins result has occurred:

1. No level: 30 EUR / 30 USD / 45 CAD / 300 NOK / 45 NZD / 150 PLN / 3000 RUB / 4000 JPY / 150 BRL / 2500 INR / 11,000 HUF / 500 ZAR."

and:

"6.2 DEPOSIT FREESPINS

- Deposit Free Spins are defined as free spins which are issued as a part of deposit bonus.

- Maximum withdrawable amount which has resulted as a winning from any deposit free spins, unless otherwise specified in Terms and Conditions of a specific promotion is not limited to any amount."

So I have kept to the terms and conditions, but the casino has not and painfully refuses to pay me the €40 difference.

So I need your help again.

Thank you very much

Dennis

Sehr geehrtes Casino-Guru Team,

leider habe ich wieder ein Problem mit einem Casino, diesmal Slotwolf von N1 Interactive.

Ich habe das Willkommensangebot genutzt mit 100% Bonus und 100 Freispielen, die auf 5 Tage a 20 Spiele verteilt werden.

Die Einzahlung und den Bonus habe ich verloren, jedoch mit den Freispielen 2,85€ gewonnen, bei einem Wager von 128,25€.

Den Wager habe ich geschafft und am Ende waren 70€ auf dem konto die ich auch auszahlen konnte. Die Auszahlung wurde jedoch abgelehnt und meinem Konto lediglich 30€ gutgeschrieben.

Das Casino meint, es gäbe bei Freispielen ein Maximum Cashout von 30€. In den AGBs steht davon nichts!

Es steht dort folgendes:

"2.1 STANDARD WELCOME PACKAGE

2.1.1 First Deposit bonus

- To receive the bonus, you must make a deposit of 20 EUR / 20 USD / 30 CAD / 200 NOK / 30 NZD / 100 PLN / 2000 RUB / 3000 JPY / 100 BRL / 1500 INR / 7500 HUF / 300 ZAR.

- The bonus makes 100% of the deposit amount. The maximum bonus amount is 100 EUR / 100 USD / 250 CAD / 1500 NOK / 250 NZD / 500 PLN / 10.000 RUB / 15.000 JPY / 500 BRL / 8500 INR / 40.000 HUF / 2000 ZAR.

- The player will get 25 free spins per day for 4 days (100 free spins in total).

- Bonus and free spins must be wagered 45 times before the player can order a withdrawal.

- Free spins must be activated within 24 hours after receiving."

weiter:

"6.1 NO DEPOSIT FREESPINS

- No Deposit Free Spins are defined as free spins which are issued in following ways including but not limited to: no deposit bonuses, tournament prizes, special promotions.

- Maximum withdrawable amount which has resulted as a winning from any no deposit issued free spins, unless otherwise specified in Terms and Conditions of a specific promotion is determined by customer’s VIP level in the moment of free spins result has occurred:

1. No level: 30 EUR / 30 USD / 45 CAD / 300 NOK / 45 NZD / 150 PLN / 3000 RUB / 4000 JPY / 150 BRL / 2500 INR / 11.000 HUF / 500 ZAR."

und:

"6.2 DEPOSIT FREESPINS

- Deposit Free Spins are defined as free spins which are issued as a part of deposit bonus.

- Maximum withdrawable amount which has resulted as a winning from any deposit free spins, unless otherwise specified in Terms and Conditions of a specific promotion is not limited to any amount."

Ich habe mich also an die AGBs gehalten, das Casino jedoch nicht und weigert sich wehemend mir die 40 € Differenz auszuzahlen.

Somit benötige ich nochmal Eure Hilfe.

Herzliche Dank

Dennis

Hello Gr33ndoc,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Slot Wolf Casino. Please allow me to ask you a few more question before we would move forward.

Did you contact the casino with this issue and if yes, what was their response? Did you receive the rest of the free spins the next days or was the bonus canceled once you withdrawn your money?

Please note that the free spins rules apply to the welcome bonus package too as they are defined as free spins. The winnings from the bonus balance would not be limited but as you lost that money, the welcome package consisted of the free spins only which do have win limit. I'm not entirely sure that how the casino describes them but in most casinos, this is the case.

Looking forward to your answer.

Regards,

Nick

Hi Nick!

The case is already solved.

I spoke to the casino again and everything was clarified.

So the case can be closed.

Thank you Nick

Hi Nick!

Der Fall ist schon gelöst.

Ich habe nochmal Rücksprache mit dem Casino gehalten und es konnte doch noch alles geklärt werden.

Der Fall kann also geschlossen werden.

Vielen Dank Nick

Thank you Gr33ndoc for letting us know that the issue has been resolved. Please do not hesitate to contact us if you will come across any other trouble again in the future, we will gladly try to help you.

Regards,

Nick