Wolfy Casino - プレイヤーのアカウントは空になり、ルール違反の疑いがあります。

Hello. On March 5, 2024, I registered at Wolfycasino. I made a deposit totaling 6000 eur. The next day, I was asked to undergo verification, and I uploaded all the documents requested of me. On April 12, I received a letter stating that my account was verified. I got lucky and won a good amount, and requested a withdrawal. The first two requests were approved, but on the third withdrawal, there was a delay of several days. After I contacted support, it turned out that withdrawal limits of 5000 eur per week and 10000 eur per month were in place. I inquired about raising the limits for withdrawals and received a refusal, specifically: "Dear Withdrawal limits can not be raised, therefore you can withdraw 10.000€ per month at maximum Kind regards." I did not argue and accepted the condition. On March 25, I tried to log into my account for the first time and encountered a problem. When attempting to log in, a message popped up stating that the login or password was incorrect, but I entered all the data correctly. I contacted support and was advised to change my password, which I did. After logging into my account, I was speechless; all my funds had disappeared. ALL FUNDS were at 0. I immediately reported this to support, and it turned out that all the winnings had been withdrawn from my account to an unfamiliar cryptocurrency address in BTC. I was clearly informed that 10k is the maximum withdrawal amount per month, but in the end, 30k was withdrawn from my gaming account in 20 minutes to new wallets from which no deposits had been made. My balance was 17k + 8k pending transactions the last time I saw it. I requested withdrawals only to the wallet from which I made deposits in the currency USDT TRC 20. I wrote to casino support several times, and they claim that after reviewing the actions in the account, they did not identify any anomalies. My funds were stolen, and they have no intention of returning them. I studied their terms and conditions and found that they violate their own terms, namely: "Payment of funds that you withdraw shall be made using the same method as you deposited the funds, unless we state otherwise on the website or deem it necessary, in our sole discretion, to use a different method. Our acceptance of any withdrawal requests you make is subject to any deposit method restriction, bonus restriction, security review and any other of these terms and conditions. All amounts you withdraw are subject to the maximum limits set by us from time to time and any charges imposed by your bank or financial services provider.

Hello ANTONENKAYAHOR,

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

Did you accumulate your winnings with real money or did you use a bonus? Is the crypto withdrawal visible in your withdrawal history within your casino account? Is there any new deposit which was not made by you? Does anybody else have access to your casino account or device you played from? When was the last time you spoke to the casino and what was it about?

Looking forward to your answer.

Regards,

Nick

I did not use bonus, all the winnings were accumulated with real money. I have won progressive jackpot from Netent provider. Yes, all the withdrawals are visible in my account history. I used wallet in USDT to deposit and it is the only one wallet used to make deposits on my account. No deposits were made from the wallet in BTC to which all my funds were withdrawn. No one else have access to my account.

I asked casino to investigate this case as I found out that my funds are stolen.

I have got the answer that there were no technical issues and casino staff did everything right, so they are unable to proceed the refund.

Yesterday I told that they had violated their own Terms and Conditions and asked to continue the investigation. Their last response was that they are going to investigate the case deeper on the matter of technical issues until 03.04.2024.

Hello ANTONENKAYAHOR,

Is there any way you can provide your deposit and withdrawal history? Can you please advise when was that unknow withdrawal processed? Did you try to ask the casino to check for logins if it was through your device or somebody else?

Please forward any evidence to nikolas.b@casino.guru.

Dear ANTONENKAYAHOR,

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.

Unfortunately, the player has not responded to our messages and questions. Consequently, we are unable to investigate further and have no choice but to reject this complaint.

The player can reopen this complaint at any time.