Wolfy Casino - Os ganhos de bônus do jogador foram cancelados.

Hi good afternoon,

I used a weekend wager free reload bonus on Saturday 01/28/2023.

I deposited €200 for this 100% Saturday Bonus and activated the BONUS manually with the CODE that is on the promotion page, it was available and I was able to use it! when I deposited 200€ there were 400€ credit on the account,

I played the game which is likes to play and won an amount of about 1020€ there! I applied for a payout of €820 because €200 in bonus credits were deducted, which is also correct and understandable since I had no turnover requirement.

I also got an email today that my payout has been canceled and my winnings will not be accepted because I did not deposit €100 raw money in the same week and I did not qualify for this weekend bonus.

Unfortunately, to my disadvantage, the BONUSDCODE was still available for me and the system at the cash register let me pay in even though that was not allowed and I shouldn't have played a game with this BONUS CREDIT because I didn't have €100 raw money and didn't qualify for this weekend bonus have qualified.

It was a bit unfair for me to have a bonus code activated and even play with it even the bonus balance was on the player account,

that is not correct and now i have won and my winnings will not be paid out but only my deposit has been refunded to my player account!

These are software problems at the checkout and I can't do anything about that. If the game had problems or something else was in the game, I would understand that completely, but please, how can that be? At the checkout, I'm given a bonus and everything works and then the nasty surprise comes !!!! Please to enlightenment

I would like to send screenshots for clarification by email!

Kind regards

Thomas H

Hallo Guten tag,

ich habe am Samstag den 28.01.2023 einen Wochenend Wager free reload bonus genutz.

Ich habe für diesen 100% Samstagsbonus 200€ eingezahlt und den BONUS manuall Activiert mit den CODE der auf der Promotiionsseite steht , dieser war kan verfügbar und ich konnte diesen nutzen ! als ich 200€ eingezahlt habe waren dann 400€ guthaben auf den Konto,

ich habe das spiel gespielt welche ist gerne spiele und habe dort einen betrag von ungefähr 1020€ gewonnen ! ich habe 820€ zur auszahlung beantragt da mir 200€ bonusguthaben noch abgezogen wurden das auch Korrekt und verständlich ist da ich keine umsatzanforderung hatte.

Zudem habe ich heute eine Email bekommen das mein auszahlung storniert wurden ist und mein Gewinn nicht akzeptiert wird da in der gleichen Woche keine 100€ rohes Geld eingezahlt habe und mich nicht für diesen WeekendBonus qualifiziert habe.

Leider zu meinen Ungunsten war der BONUSDCODE trotzdem für mich Verfügbar und das System an der Kasse hat mich einbezahlen lassen obwohl das nicht erlaubt war und ich hätte kein Spiel spielen dürfen mit diesem BONUSGUTHABEN, da ich keine 100€ rohes geld und mich nicht für diesen Weekendbonus qualifiziert habe.

Es etwas unfäir mir einen Bonuscode mich aktivieren zu lassen und sogar damit zu spielen sogar der Bonusguthaben war auf dem spielerkonto,

das ist nicht korrekt und nun habe ich gewonnen und mein gewinn wird nicht ausbezahlt sonder nur meine einzahlung wurde zurückerstattet auf mein spielerkonto !

Das sind software probleme an der kasse und dafür kann ich nichts wenn das spiel probleme hätte oder etwas anderes im spiel wäre würde ich das vollstens verstehen aber bitte wie kann das sein an der kasse wird mir bonus geggeben und alles funktioniert und dann kommt das böse überraschen !!!! bitte um Aufklärung

gerne würde ich noch Screenshots zur Aufklärung senden per email !

Mit freundlichen grüßen

Thomas H.

Dear thomash95,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. I have checked the general bonus terms and conditions, and this is what I found (here):

"THE WOLFY PACK WEEKEND

 ...

46.1.To ensure proper use of bonuses and fair play, Wolfycasino.com considers claiming Wolfypack weekend bonuses without any other deposit  (i.e. deposit which is not matched with any bonus) during the week as irregular gameplay to take advantage of bonuses. Players must deposit at least 100€ during the week in order to be eligible for winnings generated with Wolfypack weekend Bonuses if they later decide to play slot games with mentioned deposit and 300€ in case of table games play. In case of irregular play mentioned above, winnings generated with Wolfypack weekend Bonuses will be forfeited and deposit returned.In case of irregular play mentioned above, winnings generated with Wolfypack weekend will be forfeited and deposit returned."

Nevertheless, we believe that if players are able to redeem a promotional offer that is available inside their account, play it and accumulate any winnings, then they should be entitled to their winnings too. Any restrictions relating to the availability of promotional offers should be enforced on the software level.

If there’s any relevant communication between you and the casino, please forward it to petronela.k@casino.guru.

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

Best regards,

Petronela 

Hello good day, right I have read the bonus conditions it is true what you say and copied it into the text,

Unfortunately, I still find it impossible that a bonus is guaranteed to me at the checkout and that my deposit is accepted and the bonus is credited to me.

Well if I had lost that would be fine and if you win that's not fine either, so it's a software problem or a software gap where you can take advantage of it and thus let the players deposit and even play but then not paid out, this is not possible in other casinos that is not okay as it is at wolfycasino!!!

I will contact the casino and write an email and point out the error with the bonus granted, although it shouldn't have worked!

I'll get back to you immediately if I answer

Kind regards

thomas h

Hallo guten Tag, richtig ich habe die bonusbedinung nachgelesen es stimmt was sie sagen und in den text einkopiert haben,

leider finde ich das trozdem unmöglich das mir einen bonus gewährleistet wird an der kasse und mir meine einzahlung angenommen wird und mir der bonus gutgeschrieben wurde.

nun wenn ich verloren hätte wäre das in ordnung und wenn man gewinnt ist das auch nicht in ordnung, also handelt es sich um ein softwareproblem oder eine softwarelücke wo man sich das zu nutze machen kann und somit die spieler einzahlen lässt und sogar spielen lässt aber dann nicht ausbezahlt, in anderen casinos ist sowas nicht möglich das ist nicht in ordnung wie es bei wolfycasino ist !!!

ich werde kontakt mit dem casino aufnehmen und eine email schreiben und auf den fehler hinweißen mit dem gewährten bonus obwohl das nicht hätte funktionieren dürfen !

bei antworten melde ich mich sofort

Mit freundlichen grüßen

Thomas h.

Thank you very much, thomash95, for providing all the necessary information. I will now transfer your complaint to my colleague Michal (michal.k@casino.guru) 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.  

Hello thomash95,

I'm Michal and I have taken over your complaint. I have reviewed your case and as my colleague Petronela mentioned if players are able to redeem a promotional offer that is available inside their account, play it and accumulate any winnings, then they should be entitled to their winnings too. Any restrictions relating to the availability of promotional offers should be enforced on the software level. I will contact the casino to see if I can help.

We would like to invite Wolfy Casino to join the conversation.

Dear Wolfy Casino,

Can you please provide any information about this case? As we clearly stated in our Fair gambling codex

Our position:

If a player uses their own personal information to create a casino account, doesn't have duplicate accounts and follows all of the rules in the T&Cs, they should be able to use a casino bonus that has been given to them in any way they want.

We don't support taking winnings from players after they have fully cleared the wagering requirements without breaking additional rules for bonus play, even if the casino suspects that the player is a bonus abuser. If a player has received a bonus and has played with it, they deserve to keep the winnings. Any restrictions relating to the availability of promotional offers should be enforced on the software level. Why was the bonus granted to the player? What can be done with this case, please?

Hi all

Our bonus terms and conditions are clear. If the player would read the bonus terms and conditions he would know that he is not eligible for the bonus. We can not set bonus to be shown only for eligible players, therefore it is stated in our terms and conditions what are the conditions for it. All the other players have no problem with it and so far we didnt not have any complaints abou it. Our decision is final.

Kind regards

Wolfy team

Dear Wolfy Casino,

I understand and agree with you that the player should check the bonus terms and conditions, however, I can't agree with your response, "We can not set bonus to be shown only for eligible players". We know from experience that this can be done, and a lot of casinos, if not most do it this way. As I mentioned in my previous response "Any restrictions relating to the availability of promotional offers should be enforced at the software level."

Let me ask you a question. Would it be okay if the player lost their balance while playing with the bonus, or would the money be returned because the player should not have claimed the bonus in the first place?

As I mentioned, I agree with you that the player should check the bonus terms and conditions, but in this case, if players are able to redeem a promotional offer that is available inside their account, play it, and accumulate any winnings, then they should be entitled to their winnings.

We would appreciate it if you could reconsider your decision.

Hello once again

First we have to disagree with your statement: ¨We know from experience that this can be done, and a lot of casinos, if not most do it this way. ˝

We can not set such rules for bonuses as our platform provider does not have that option. If that would be possible we would of course do it to avoid such situations as mentioned above and would save us a lot of work.

If the player claims the bonus and loses the balance while not being eligible for it we of course do not refund it, as the money would have been lost either way, with or without bonus. Those rules are put it place to prevent bonus abuse which is the case in this complaint as also all of 7 deposits have been made with bonus, and there was not clean deposit so far.

We would like to point out that you most probably do not claim bonuses blindly before at least checking what are the terms and conditions behind it.

Thanks for understanding

Hello, good evening

First of all I would like to thank the Casinoguru team for dealing with my case,

Thanks also to the Wolfycasino team for commenting.

I have now read everything again and have come to the conclusion that it is true that I have not deposited any raw money and played with it, well I just want to say that playing with a bonus is more or longer fun because you has more credit.

I also find it a pity that this "software problem" cannot be solved or that it is an expense for the casino,

It is relatively easier and cheaper to write this into the bonus conditions that you have to deposit pure money once a week in order to be able to use the weekend bonus!

I also think it's a shame that it works at other casinos either the bonus is granted or not and then the player understands why he didn't get the bonus if he didn't deposit once a week, for example.

I also checked my game history and came to the conclusion that I didn't use any bonus balance and won with my real money. In addition, the bonus balance was also deducted from the real money!

Winnings with real money have no win limit, and there is a max cashout of 5x deposit if you win with a bonus

Beautiful evening

thomas h

Hallo guten abend

Erst einmal möchte ich mich bedanken dass, das Casinoguru-Team sich mit meinem Fall beschäftig,

Danke auch an das Wolfycasino- Team das du eine Stellungnahme abgibst.

Ich habe mir nun alles noch einmal durchgelesen und bin zu dem Entschluss gekommen das es stimmt das ich kein Rohes, Geld eingezahlt habe und damit gespielt habe , nun zudem möchte ich einfach sagen dass, das Spielen mit Bonus mehr bzw. länger spaß macht weil man mehr guthaben hat.

Außerdem finde ich es schade das dieses "Softwareproblem" nicht lösbare ist oder es eine Unkosten für das Casino ist,

Es ist relativ einfacher und kostengünstiger dies in die Bonusbedingungen hineinzuschreiben das man einmal pro Woche reines Geld einzahlen muss damit man den Wochenend-Bonus nutzen darf !

Ich finde es außerdem auch schade das es bei anderen Casinos funktioniert entweder wird der Bonus gewährt oder nicht und dann versteht der Spieler auch warum er den Bonus nicht bekommen hat wenn er zum Beispiel nicht einmal pro Woche eingezahlt hat.

zudem habe ich meine Spielhystorie geprüft und bin zu dem Entschluss gekommen dass ich kein Bonusguthaben benutz habe und mit meinem echt Geld gewonnen habe zudem wurde auch noch zusätzlich das bonusguthaben von dem echt Geld abgezogen !

Gewinne mit echtgeld haben keine Gewinngrenze, zudem gibt es einen max cashout von 5x Einzahlung wenn man mit Bonus gewinnt

Schönen Abend

Thomas h.

Thomas we agree with you on that:

˝It is relatively easier and cheaper to write this into the bonus conditions that you have to deposit pure money once a week in order to be able to use the weekend bonus!´˝

Regarding the bonus let us explain it. Bonus is wager free and sticky, and since it is wager free it is capped with maximum cashout of 5x bonus amount.

Now how the bonus works: All of your winnings generated with real money go into the bonus balance, so once you wager your deposit at least 1x and use your real money you are free to withdraw. So in the end you have only money on your bonus balance like this: 0€+500€ bonus balance. Since bonus is sticky, the bonus amount is forfeited automatically once you request withdrawal from your balance.

Kind regards

Wolfy team

Dear Wolfy Casino,

Thank you for your replies.

Again, I do agree with you that the players should read the bonus terms and conditions, before claiming any bonus. I do have to agree with you as well that not all platform providers allow our recommendations as I mentioned in my previous response, but in this case, the disputed rule "Players must deposit at least 100€ during the week in order to be eligible for winnings generated with Wolfypack weekend Bonuses" should be mentioned in the bonus description like some other terms showing below.

Another option would be a pop-up message to inform the player that the is a requirement of "deposit which is not matched with any bonus" before claiming the bonus and a warning "In case of irregular play, winnings generated with Wolfypack weekend Bonuses will be forfeited and deposit returned." to prevent situations like this. A lot of casinos were able to implement these recommendations when their platform providers don't allow them to restrict selected users from claiming a bonus they are not entitled to. Otherwise, this put's the players in an unfair situation where they only lose money without a possibility to win/withdraw anything.

With this being said, we still have to kindly ask you to reconsider your decision. As I stated before and according to our Fair gambling codex:

"If a player is not a bonus abuser, they probably don't even know that something like bonus abuse exists. If a player is a bonus abuser, the situation is a bit different, but if they do receive a bonus, they still expect to be able to use it and possibly win some money." As well as: if players are able to redeem a promotional offer that is available inside their account, play it, and accumulate any winnings, then they should be entitled to their winnings.

Thanks to the Casino Guru team and thanks to the Wolfycasino team

Now I've gotten smarter but my question is how are other players protected in such a situation?

Bonus code is available and can be used, bonus is granted even without a weekly deposit.

You can only lose in a situation like this. if you lose you lose but if you win you lose the winnings and get your deposit back.

As in my case.

It's a shame that something like this is possible, but I also don't read my car manual every day, my car also warns me if I'm driving too fast or have to go to the workshop for an inspection, of course not every car can do that, but the technology is improving and our cars are getting newer and more and more cars can do that, the old technology is also being replaced by the new technology, casinos are getting better and bigger everyone has the chance to improve and grow you can see everything as an opportunity you have to use it and implement, you can't always save on the expenses you have to allow your customers/employees something, treat them (treat) so that life is fun but that's not politics, that's humanity and that's philosophy.

Something to stimulate and think about, everyone!

Exemplary greetings and

Best regards

Thomas Henry

Danke an das Casino Guru Team und danke an das Wolfycasino team

nun bin ich schlauer geworden aber meine frage ist nun wie werden andere Spieler geschützt in so einer Situation?

Bonuscode ist verfügbar und kann genutzt werden, Bonus wird gewährt auch ohne eine Wöchentliche Einzahlung.

Man kann man nur verlieren in so einer Situation. wenn man verliert verliert man aber wenn man gewonnen hat verliert man den gewinn und bekommt seine Einzahlung zurück.

Wie in meinem Fall.

Schade das so etwas möglich ist, aber ich lese auch nicht jeden tag mein Handbuch vom Auto durch, mein Auto warnt mich auch wenn ich zu schnell fahre oder zur Inspektion in die Werkstatt muss, natürlich kann das nicht jedes Auto aber die Technik verbessert sich und unsere Autos werden immer neuer und immer mehr Autos können das, die alte Technik wird auch abgelöst von der Neuen Technik, Casinos verbessern sich werden größer jeder hat die Chance sich zu verbessern und zu wachsen man kann alles als Chance sehen man muss es auch nutzen und umsetzen, man darf nicht immer Sparen an den Unkosten man muss seine Kunden /Mitarbeiter auch etwas erlauben, gönnen(treat) damit das Leben spaß macht aber das ist keine Politik das ist Menschlichkeit und das ist Philosophie.

Etwas zum anregen und Nachdenken an alle !

Vorbildliche Grüße und

Best Regards

Thomas Heinrich

To conclude this complaint in one short sentence as how we see things.

You are also able to drive over the speed limit but you are not allowed to and you get fined if you get caught by police.

Thanks for understanding

Wolfy team

Dear all,

I'm afraid we were not able to find a consensus in this situation.

Although we agree with the casino that the players should read the bonus terms and conditions, before claiming any bonus, we still believe that if players are able to redeem a promotional offer that is available inside their account, play it, and accumulate any winnings, then they should be entitled to their winnings. Any restrictions relating to the availability of promotional offers should be enforced on the software level.

This is clearly stated in our Fair gambling codex as well.

Sadly, as the casino still sticks to its decision to void the winnings we are forced to close this complaint as "Unresolved - Against Fair Gambling".

We understand this isn't a satisfactory solution to your issue. However, the decrease in the rating caused by unresolved complaints might 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, We recommend you contact the Curacao Gaming Authority (complaints@gaminglicences.com, certria@gaminglicences.com) and submit a complaint to them. The Gaming Authority has more options and tools to help players. Please let me know if you need help with submitting the complaint or how they responded if you can do it on your own (michal.k@casino.guru). 

We are sorry We could not be of more help on this occasion.

Best regards,

Michal