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Slot Wolf - Refund of remaining balance (german citizen)

Ruling

Declined - We do not pursue refund of losses based on lack of license. If your government cannot enforce its restrictions there's no chance we can.

Read our Slot Wolf Casino Review.

Player's Complaint

I closed my verified account yesterday on Slot Wolf. Since i am a german citizen Slot Wolf has 5 days to refund me to my verified banking account. And they already have my verified banking account.

After talking severals times to LiveChat, Slot Wolf doesn't want to do refund my money, because they T&C says you have to wager the balance x3 before being able to get a payout. I have the chat transcript of every conversation.

German laws overrule the “wager x3” rule. If I close my account, German law states that you have to refund in 5 days or less. That's why they put these "Additional terms for German players" in their T&C in the first place.

GlüStV 2021 § 6b (7) Organisers and brokers have the opportunity to give the player the opportunity to close their gaming account at any time. The player is to be given the opportunity to enter a payment, bank and account details for the remaining credit to be paid out. With the exception of sentence 2, closing the game account for the player may not involve more effort than setting it up.

Furthermore, on the same day I closed another account with a N1 casino (SlowWolf is part of N1) and they agreed to refund me with no problems, even though they also have a “x wager” rule that I didn't complete.

Read the casino review

2 Responses

User icon
thepogg
April 21, 2022

Hi IceFlexion - welcome to ThePOGG.com!

This service is here as part of the MGA licensing system and empowered to enforce the MGA license requirements. The term in question is entirely legitimate under the MGA licensing system (and likely within the German system as well due to anti-money laundering requirements).

If you are looking to hold the operator to the German licensing standards - a licensing system that to our knowledge they have not engaged with - you would need to contact the relevant German authorities. This is not an issue we can assist you with.

Thanks,

ThePOGG

User icon
IceFlexion
April 21, 2022

Hello ThePOGG,

thanks for your quick reaction and explaining everything. I thought it was worth a try, but i understand.

I will look further into what could be done. However i think i already wasted more than 38 Euros worth of support time from the operator. So maybe we can call it even.

Kind regards,

IceFlexion

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Agreement

IceFlexion consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Slot Wolf
  • Malta Gaming Authority
  • N1 Interactive Ltd

April 20, 2022

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