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Slot Wolf - Excessive delay in withdrawal

Ruling

Resolved - A payment delay issue has been resolved and the submitting complainant has informed us that they have now received their funds.

Read our Slot Wolf Casino Review.

Player's Complaint

I have claimed through chat the promotion of the vote to Askgamblers that appears on the casino website.

First they told me that such promotion did not exist, and after sending the screenshots and asking the agent to verify the website, they added the free spin to my account.

I bet and made a profit of $61.50.

This bonus had a x40 bet requirement. I have complied and obtained a cash of $174.89.

I was asked to make a withdrawal deposit, minimum of $20. 

I did so and from that moment, they indicate that they are having technical problems from the casino.

The first communication was Saturday at 10:00 am, Paraguay time. The last communication 6:30 am Paraguay time.

I've been waiting for 22 hours to process my payment. As indicated on the website, withdrawals are processed instantly, or within a maximum of 12 hours.

In the chat they just say that they will solve it shortly.

They refuse to indicate how many hours ago they are with the problem.

I request the intervention for the collection of $194.89 ($174.89 profit $20 deposit)

Not only did I have problems claiming the promotion, but at the time of payment.

I enclose chats and justifications of the case.

Read the casino review

5 Responses

User icon
ThePOGG
October 27, 2019

Hi lauarual - welcome to ThePOGG.com!

With the greatest of respect you need to give the operator a reasonable amount of time to resolve this issue internally before seeking the intervention of a 3rd party dispute mediation service. If you are still experiencing issues on Friday the 25th of November let us know and I'll contact the operator on your behalf.

Thanks,

ThePOGG

User icon
lauarual
October 27, 2019

Hi ThePOGG, I fully understand that intermediation occurs after a few days, maybe weeks. In this case, the casino's payment rules clearly set the payment time. Having problems claiming the 100 FS, and now this supposed technical problem that takes more than a day, makes me assume that after a week, I will be with a new problem and enduring more delay than I already endured. Any site may have technical problems, but it really seems logical 24 hours without being able to solve it? Unable to verify a single account? I really can't size this happening, they would lose control, it's not consistent. That is why I decided to make the complaint. I am sure, from the experience I am having with them, that in a week they will continue to answer that they are having technical problems and doing everything to solve as soon as possible. Outside the claim of my retirement, it is not credible, with the greatest respect I manifest my opinion. I ask you to analyze it or check if this problem is real or just an excuse to delay payments. [EDIT]

User icon
ThePOGG
October 29, 2019

Hi lauarual,

I appreciate the 'payment rules'. However, before contacting an operator's ADR you need to have completed the casino's internal dispute policies, not simply the payment rules.

An ADR service is intended an an alternative to the small claims court. You need to make effort to resolve this issue on your own before you seek to involve us.

Thanks,

ThePOGG

User icon
lauarual
November 6, 2019

payment received

User icon
ThePOGG
November 8, 2019

Hi lauarual,

Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

lauarual 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

October 27, 2019

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