Wolfy Casino - プレイヤーの退会は特別な理由なしにキャンセルされました。

Hello,

I made a first deposit using the Waggerfree bonus and started playing at the Wolfy Casino. I adhered to all the rules stipulated in the bonus conditions, such as abiding by the bet height and not playing any prohibited games. Things were going quite well and I wanted to withdraw about 900 euros.

As per the bonus conditions, I understood that the bonus amount would be deducted from the winnings. Consequently, I made a request to withdraw 696 euros as 200 would be taken out.

However, my withdrawal application was then cancelled (this was after 8 verifications). The reason for this was provided days later via an email from another casino site (Stupid Casino), which I am not familiar with. They reserved the right to freeze my account but only provided a general explanation for possible account suspension reasons without highlighting anything specific in my case.

Hallo,

Ich habe auf Wolfy Casino den Waggerfree Bonus first deposit eingezahlt und gespielt. Habe die Regeln eingehalten, die in den Bonus Bedingungen stehen also Bethöhe kein verbotenes Spiel gespielt. Ich wollte bei etwa 900€ auszaheln, lief echt ganz gut 🙂.

Was mir klar war, wie in den bonus bedingunge steht, der Bonus betrag von dem gewinn angezogen wird. Somit habe ich die 696€ beantragt da 200 abgezogen werden.

Dann wurde die auszhalung stornier 8 Verifizierung davor durchgeführt). Begrndung kam erst nach Tage der Nachfrage via Mail von einer andern Casino Seite ( Stupid Casino) kenne ich nicht, das sie sich das recht raus nehmen mein konto zu sperren. Es wurde lediglich exemplarisch erklärt was gründe für das Sperren des Kontos sind. Kein Grund angegeben bei mir.

Dear laalaves,

Thank you very much for submitting this complaint. I'm sorry to hear about your problem. Please allow me to ask you a few questions to make sure I understand your situation completely.

Are you able to access your Wolfy Casino account?

Could you kindly confirm if you passed the KYC verification?

Could you please send me your gaming history in Excel format starting from the moment you activated the welcome bonus? You may request the history directly from the casino, then forward it to me. My email address is veronika.l@casino.guru.

I believe the email you received was in reference to your gameplay in Wolfy Casino, as it was sent from the casino's customer support email. However, there may have been a mistake made while copying and pasting an explanation, as the email included the name of Stupid Casino, which is operated by the same management.

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

Best regards

Veronika

Dear laalaves,

Thank you for your emails. Is there any chance that someone from your household or using the same IP address has also created an account at this casino?

Could you kindly specify what types of bonuses you took?

Hello, no, it can't be that someone was playing in my house.

I took the first deposit bonus 100% casino bonus. The first deposit gives you 100% up to 200 € (no wagering requirements)

Hallo, nein kann nicht sein das bei mir jemand in Haushalt gespielt hat.

Ich habe den ersten Deposit bonus genommen 100% casino Bonus. Die erste Einzahlung gibt Ihnen 100% bis zu 200 € (ohne Umsaztbedingung)

Thank you very much, laalaves, 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 the best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello laalaves,

I'm Michal, and I have taken over this complaint. I have reviewed this case and I will contact the casino to shed more light on this matter.

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

Dear Wolfy Casino,

Could you provide further clarification on the alleged multiple accounts and bonus abuse by the player? If the information can't be shared publicly, please forward it to me at michal.k@casino.guru

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear laalaves,

I have tried to contact the casino repeatedly but had no success. I’m afraid there is not much that can be achieved without cooperation from its side. I will mark the complaint as "unresolved" in our system. I 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 team's approach. If the casino team decides to react, we will reopen the complaint, and you will be notified by email. In the meantime, I recommend you contact the Curaçao Antillephone N.V. (complaints@gaminglicences.com) and submit a complaint to them. The Gaming Authority might have 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). I am sorry I could not be of more help on this occasion. I can only recommend checking the reviews of each casino before you sign up and only playing in licensed and good-rated casinos to avoid disappointments like this in the future.

Best regards,

Michal

Casino Guru