Slot Wolf Casino - El jugador tiene problemas con el reembolso del depósito y el bloqueo de la cuenta.

Hello, I've been having issues with this casino since April 4, 2024. I made a deposit of 50 euros, but it didn't credit to my account. After daily inquiries with Chat and Support, I received this credit 12 days later. However, due to these circumstances, I no longer wished to play there. When I tried to withdraw the money, it was not approved. I was told I had to wager the amount three times even though there was no bonus involved... After countless back and forth, my account is now blocked and the money wasn't refunded to my bank account as promised by the Support team... My follow-up queries are being ignored, there is no further response. I kindly request your assistance.

Hallo, habe Probleme mit diesem casino, seit dem 4.4.24,habe 50 Euro eingezahlt, sind mir aber nicht gutgeschrieben worden, erst nach täglichen Anfragen mit Chat und Support bekam ich nach 12 Tagen diese Gutschrift, wollte aber wegen den Umständen nicht mehr dort spielen, versuchte das Geld auszuzahlen, dies wurde nicht genehmigt, sollte den Betrag 3 x umsetzten, obwohl kein Bonus vorhanden war... Nun nach ewigen Hin undher ist jetzt mein Account gesperrt und mein Geld ist mir nicht, wie versprochen (Support), zurück gebucht worden auf mein Bankkonto... Meine Nachfragen werden ignoriert, kommt keine Antwort mehr, bitte um Hilfe

Dear ms7777,

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 if you placed any bets or if the entire deposited amount is still untouched inside your casino account?
• Have you been asked to verify your account before a refund could be processed?

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

Meanwhile, I have checked the general terms and conditions, and this is what I found (here):

Refund request may be declined by the Casino if the player provides false or intentionally modified personal data in order to bypass the system.

All costs that may occur upon refund procedure are on the player.

Money deposited in the Casino must be used for gaming activity. Due to this, all deposits need to be wagered at least three (3) times.

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

Please be aware: At Casino.Guru, we never ask for your casino account password. While we may request information, we never seek access to your account. Please refrain from sharing your password with any third party. We primarily communicate through official threads, occasionally via email for requested supporting evidence or relevant communication.

Hello, unfortunately I was confused by the implementation, I also misunderstood it, then played 4 small slots games, lost a bit of the 50 euros and then won again, so that I was back at about 50.15 euros and immediately requested a withdrawal several times, but this was always rejected because I was supposed to convert 150 euros without a bonus, which is not fair because the money would be gone anyway, especially since I was promised in the chat that the money would automatically go back to my account within 5-7 days after a failed transaction... No, I had no verification problems, everything was fine

Hallo, leider habe ich mich irritieren lassen mit der Umsetzung, habe es auch falsch verstanden, habe dann 4 kleine slots Spiele gespielt, bisschen was von den 50 Euro verloren und dann wieder gewonnen, so dass ich wieder bei ca. 50,15 Euro war und sofort die Auszahlung mehrmals beantragt, die jedoch immer abgelehnt wurde, da ich 150 Euro ohne Bonus umsetzten sollte, was nicht fair ist, denn da wäre das Geld sowieso weg, zumal mir im Chat versprochen wurde, dass das Geld nach misslungenen Transaktion automatisch binnen 5-7 Tagen zurück auf mein Konto geht... Nein, ich hatte keine verifikationsprobleme, war alles in Ordnung

my self-exclusion is not correct, the casino did that without my knowledge... Please do not make screenshots public

mein selbstausshluss ist nicht korrekt, dass hat das casino ohne meinen Wissen veranlagt... Bitte Screenshots nicht öffentlich machen

After the casino blocked me, I sent all the data as requested, but no response

Nach der Sperrung casinoseits habe ich alle Daten nach Aufforderung zugesandt, kommt keine Antwort

Please do not make screenshots public, sensitive data, because of my privacy, thank you

Bitte Screenshots nicht öffentlich machen, empfindliche Daten, wegen meinem Datenschutz, danke

Hi ms7777,

• Have you ever requested your account to be closed or suggested a gambling problem when communicating with the casino?
• Could you please advise if you have self-excluded yourself from any other casino in the past? 
• How much was your active balance when your account got blocked?

Thank you.

No, I did not initiate closure, nor did I suggest it... Just my dissatisfaction and lack of trust in the casino... And yes, I did mention the gambling problem... After all, everyone who gambles has that... However, the casino does not have the right to debit my bank account with the amount x, then simply not credit it to my player account for 12 days, make a few false promises that the money will be returned to the bank account as soon as possible, and then ultimately keep the money and simply block the account!

Yes, I had left some casinos for good a few times...

APPROX. 50,15 euros

Nein, ich habe keine Schliessung veranlasst, und auch nicht angedeutet... Lediglich meine Unzufriedenheit und kein Vertrauen in das casino... Und ja, ich habe es erwähnt mit dem glücksspielproblem... Das haben schließlich alle, die spielen.. Dennoch hat das casino nicht das Recht mein Bankkonto mit dem Betrag x zu belasten, dann es einfach 12 Tage nicht Spielerkonto gutschreiben, einige falsche Versprechen zu geben, dass das Geld baldigst zurück auf das Bankkonto kehrt, am Ende das Geld doch beibehalten und einfach kontosperren!

Ja, ich hatteein paar mal manche casino für immer verlassen...

CA. 50,15 euro

Hello, I wanted to let you know that the casino has transferred the money back in full today.... Thank you for your support.

Guten Tag, wollte Bescheid geben, dass das casino heute das Geld vollständig zurück überwiesen hat.... Vielen Dank für Ihre Unterstützung.

As the problem has been successfully resolved, we will now close the complaint as ‘resolved’ in our system. Thank you very much, ms7777, for your cooperation and confirmation, and please don’t hesitate to contact our Complaint Resolution Center if you run into any issues with any other casino in the future. We are here to help.

Best regards,

Petronela

Casino.Guru