Slot Wolf Casino - プレイヤーのアカウントがブロックされました。

First you blocked my account for no reason, I deposited 150 EUR and got bonus 150 EUR, I was playing slots and had around 1000 EUR - 1100 EUR after some winnings in 5,6 slot games.

Suddenly I found that my account was blocked, when I tried to log in - I received an answer - ''Disabled account''. I contacted the support via chat immediately and they told me that my account is blocked due to ''administrative decision'', after asking 5,6 times different agents the same question they answered in the same way. After that I asked will I get my money back, my deposit + my winnings (around 1000-1100 EUR) and they told me that they will refund my deposit, after 7 days I didn't receive anything.

This is the worst casino ever in my opinion.

Please help me

I want an answer for:

1. Why you blocked my account ''administrative decision'' is not an answer.
2. Why you will refund (IF even refund anything) only my deposit, I had 1000 EUR in my balance, if I was loosing you wouldn't refund my deposit, right?
3. Why it takes 1 week to make a simple refund?

Dear vivanov94,

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 advise how long ago you registered your account and if you’ve completed the account verification successfully?

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

Best regards,

Petronela

Hi Petronela,

Thank you very much for your support.

I registered my account on 06/03 (I am not 100% sure), but on the next day my account was disabled and on 07/03 I send an email to them to know the reason for my account block

For the deposit refund the support asked me for all documents and I send everything

Thank you very much, vivanov94, for providing all the necessary information. I will now transfer your complaint to my colleague Stefan (stefan.m@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.  

Dear vivanov94,

I am so sorry to hear your account got blocked. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a representative to join this conversation and participate in the resolution of this complaint.

Dear Slot Wolf Casino,

Could you please state why the player's account got blocked? Could you please provide us with the evidence? You can send it to my email address stefan.m@casino.guru.

Thank you in advance for providing the information.

Kind regards,

Stefan

Dear Team,

We will discuss this matter in a private conversation due to sensitive information.

Respectfully,

Team Slotwolf

@Slot Wolf Casino No! Write the reason in public for all audience to see what a liars you are 🙂

Dear vivanov94,

We have discussed the complaint with the casino privately and haven't come to any mutual agreement due to personal data privacy.

We recommend you address the matter with their officially appointed ADR (Alternative Dispute Resolution) - The Pogg (https://thepogg.com/submit-complaint/), and submit a complaint to them. It collaborates with the Gaming Authority and has better options and tools to help players. The next step would be contacting the Malta Gaming Authority itself (https://www.mga.org.mt/support/online-gaming-support/).

Please let me know after filling out the form at The Pogg.

I am sorry I could not be of more help on this occasion.

I am looking forward to your response.

Kindest regards,

Stefan

Hi, I have submitted complain in the Pogg. Thank you once again!

Dear vivanov94,

Thank you for the provided information.

Please let me know once you receive the response.

Kind regards,

Stefan

Dear vivanov94,

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.

Hi,

I am still waiting for an answer from thepogg.com.

May I ask why this casino has such high rating? as they are scammers they deserve 1 Star, its because of your fake high rating I started playing there

Dear vivanov94,

Ratings of the casinos on our website are objective. I wouldn't say the casino is trying to scam you here, as they proceed according to their Terms & Conditions. Let's wait for the official decision from ADR - The Pogg.

Please let me know once you receive the response from ADR.

Thank you very much in advance.

Kind regards,

Stefan

Dear vivanov94,

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.

Dear vivanov94,

Do you have any news regarding the Pogg complaint?

I am looking forward to your response.

Kind regards,

Stefan

Hi,

Im still waiting for their response.

Best regards

Dear vivanov94,

Thank you for your response and the information provided.

Please keep us updated.

Kind regards,

Stefan

Dear vivanov94,

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.

Dear vivanov94,

Do you have any news regarding the Pogg complaint?

I am looking forward to your response.

Kind regards,

Stefan

Dear vivanov94,

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.

Since we haven't heard from you and you have contacted the Licensing Authority, we will now close your complaint as ‘Waiting for decision of regulator’. I’d like to kindly ask you to let us know once you have received a reply from the authority. My e-mail address is stefan.m@casino.guru. Once the decision of the Licensing Authority is known, we will classify the complaint accordingly.

Dear vivanov94,

We hope this message finds you well. We wanted to follow up on your case, which was marked as "Waiting for Regulator" on our website some time ago. We were wondering if there have been any updates or resolutions since our last conversation.

If your case has been resolved by the Licensing Authority, we kindly request you to forward us their official statement at stefan.m@casino.guru. On the other hand, if the ruling was in favor of the casino, it would still be incredibly helpful for us to know. We understand that it has been a while, but updating your complaint will allow us to either issue black points to the casino (if the ruling was in your favor) or warn other players and users about cases where the Authority supports the operator.

We truly appreciate your cooperation, and your response would be of great assistance to us. Thank you in advance for your reply.

Best regards,

Stefan

Dear vivanov94,

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

Dear vivanov94,

I have contacted you by email and I will extend the timer by additional seven 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.

Kind regards,

Stefan

Regrettably, we have not received any communication from the player. Despite acknowledging that our last interaction occurred some time ago, we aimed to appropriately revise the complaint's status and classification based on the elapsed time. Regrettably, without the player's input, this becomes impossible, leading us to close the case as "rejected." 

The player is welcome to reach out in the future, should they wish to reopen this complaint. We can appropriately reclassify it upon submission of substantiating evidence of the Licensing Authority's verdict. Until then, we appreciate your understanding.

Kind regards,

Stefan, Casino.Guru