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Slot Wolf - Reversing cashout

Ruling

Resolved - This player received payment for the funds we could demonstrate were due before becoming abusive and threatening. They have been barred from future use of this service.

Read our Slot Wolf Casino Review.

Player's Complaint

I'm unhappy at Slotwolfs tactics and N1 INTERACTIVE ON A WHOLE considering my experience I had at LIVE casino which was atrocious gaming with unacceptable levels of poor gaming I gave LIVE casino over 3500 without a hint of coming close to a win now at slotwolf I get a win I supply substantial forms of ID and want together the cashout process moving I NEED THE MONEY back and oh no slotwolf wants to start the old tricks of slowing u down reversing ur cashout and dangling the carrot these people make me sick they owe me money and I won't put up with these Shit tactics help me get paid please I need the money

Read the casino review

46 Responses

User icon
ThePOGG
November 24, 2019

Hi luckestar,

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

If you have any questions about the above, let me know.

Specifically what is the issue preventing your withdrawal being approved?

Thanks,

ThePOGG

User icon
ThePOGG
December 3, 2019

Hi luckestar,

I'm following-up on the above?

Thanks,

ThePOGG

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LuckEstar
December 6, 2019

To many times with the correct identification do operators like this silly dally around and use the recall function and stalling to make people replay money I'm not saying I didnt replay funds on occasions but iv sent u a hell of a lot of proof of dirty tactics ie dangling carrots and then even having a payment authorized and processed disappear I at least deserve My daily limit from a dodgy operator watching someone whose given them a fortune lose all their winnings in an unethical way.SLOTWOLF ENAILEDME THE ENAIL SAYING THEY HAD PROCESSED AND BANKED AN ONLINE TRANSACTION WGICH SHOULD HV BEEN 4250 ODD NZD I ASSUMED IT WAS DONE.WHEREZ THE KEEP UR WIN SAFE BUTTON INSTEAD OF THE FUCKN RECALL BUTTON.OF COURSE U ARE GOING TO WANT TO PLAY MORE UV JUS HAD A HUGE RUSH OF ADRENALINE AND EUPHORIA FROM UR WIN.THIS HAS TO STOP ITS BAD BUSINESS.IM PRETTY SURE N1 INTERACTIVE HAS RECUEVED OVER 50 K FROM ME EADY AND THUS US THE SHIT I GET.THERES ONLY ONE WORD AND ITS "LOW" THESE PEOPLE ARE LOW.I want my money for once instead of these people's stalling me and reversing payments and getting away Scot free.all info is in your complaint email.Good day thank u for ur help I'm just so frustrated I'm about to go NATO

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ThePOGG
December 10, 2019

Hi LuckEstar,

Firstly, from this point on keep the language in your correspondence polite.

With regard to your complaint - am I correct that you made a withdrawal, reversed it due to delays related to verifying your documents and played down your balance?

ThePOGG

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LuckEstar
December 10, 2019

Firstly thank u so much and I'm sorry what I'm saying is these guys have completely dropped the ball and done nothing for me as their business policy said they also sent me email saying a payment was processed but yet my funds still sat there to recall How does a processed cleared payment still be recyclable on my side?this is totally bad business ethics and policy yet as you will see in slotwolfs policy they say they will look after you and give you the best advice and lots more.NOONE TOLD ME I COULD SAVE MY MONEY ANYWHERE AND THUS AFTER I WAS TOLD I WOULD BE PAID THEY SAT THERE AND WATCJED A GAMBLER THEY KNOW US AN ADDICT N1 INTERACTIVE HAS STOLEN THOUSANDS TENS OF THOUSANDS OF ME BY TURNING A BLIND EYE IM BROKE GOING TO BE HOMELESS SOON AS I CANT AFFORD THE COST OF LIVING.PLEASE TAKE TIME YO LOOK AT ALL CORRESPONDENCE PLEASE AND SEE HOW I WAS NEVER INFORMED ON HOW TO SAVE MY MONEY AND HAD BEEN TOLD PAYMENTS WERE

PROCESSED YET THEY SIT THERE IV WON OVER 30000 DOLLARS AND THEY HAVE SAT THERE AND TOLD ME NO MEANS OF ADVICE ON HOW TO SAVEIT YET HOW IS THIS STICKING TO THEIR POLICY ANY FUNDS RETRIEVED COMES WITH A DONATION OF 7.5% TO THE POGG FOR THEIR PART IN SUPPORTING ME.AND I APOLOGIZE FIR MY LANGUAGE YOU WILL SEE I LOSE MY RAG BUT IN MY EYES THESE GUYS ARE A REAL PIECE OF WORK.TOP NOTCH ROGUES THAT IS.WHERES THE MONEY U DIDNT SUPPORT OR GIVE ME ANY ADVICR TO LOOK AFTER ME AT ALL IF ANYTHING U DODGED MY QUALMS QUESTIONS AND QUERIES AND SHUNNED ME.IM POOR AND OVER BEEN USED AND ABUSED BY THIS HORRID GROUP

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LuckEstar
December 10, 2019

And no I didnt reverse payments u will see that slotwolf reversed payments time and time again sighting a 3000 euro per day withdrawl amount as maximum yet i added 4250 as an nzd withdrawl and they still reversed that and plagued over 30000 nzd of withdrawals and didnt help me by telling me i could lock out my casino account as i could I ONLY FOUND THIS OUT FROM A VERY SMUG CHAT AGENT CALLED ANTON AFTER THEY ALLOWED ME TO RECALL 30KS WORTH OF WINS NIW LETS LOOK AT SLOTWOLFS POLICY AND SEE IF THAT LINES UP WITH WHAT THEY ARE SAYING THEY WOULD DO FKR THEIR CUSTOMERS....I DONT THINK SO.

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LuckEstar
December 10, 2019

How does a 6000 euro per week limit or 7500 euro per month not overrule such limits is my question/qualm.

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LuckEstar
December 10, 2019

AND THIS IS WHAT IM TALKING ABOUT WHEN U REFER TO ALL MY CHAT TRANSCRIPTS AND YOU WILL SEE I MENTION MANY TIMES "U GUYS DONT HAVE A LOCK IN " FEATURE BUT U HAVE A RECALL FEATURE DOES ANY ONE STRIVE TO HELP ME AND HERES SLOTWOLFS PITCH TO US THEIR CUSTOMERS....WHATEVER SLOTWOLF

LOGINSIGN UP

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ABOUT US

Slot Wolf Casino is a team of creative, authors, computer scientists, analysts and designers with years of experience in the gaming and online casino industry. We live all the latest casino developments, are in constant dialogue and understand the casino world in its complexity and their demands for exciting and supreme entertainment. Our main goal is to satisfy our casino players and partners, to combine our vision with the best solutions and to touch the casino universe in the heart.

SAFETY IS TOP PRIORITY

Slot Wolf Casino uses the best 128-bit SSL (Secure Socket Layer) technology. The technology preferred by many states, banks and financial institutions for the security of all transactions on their websites. Thanks to the latest software, the highest level of data protection and customer safety, a wide variety of timeless classic gaming evergreens as well as innovative and revolutionary new titles and our highly competent customer support, we can ensure that you always get the best possible enjoyment, security and advice.

We guarantee fair and honest play and are also aware of our responsibility towards the players and society.

We constantly monitor and verify our games to prevent problems and to avoid abuse by minors

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LuckEstar
December 10, 2019

Our main goal is to satisfy our customers? How by no paying them and snidely letting them replay all their wins and preying on their weakness and misinforming them of procedures to help them save their win or straight ignoring their zillion request questions and queries???? We are aware of our responsibility to the players and society??? Oh really you are that's why I'm sitting here 30000 dollars down whilst ur millionaires I bet you are you team of creative authors computer scientists analysts and designers...go you good doers!And then..

Thanks to the latest software, the highest level of data protection and customer safety, a wide variety of timeless classic gaming evergreens as well as innovative and revolutionary new titles and our highly competent customer support, we can ensure that you always get the best possible enjoyment, security and advice...

Oh yes really good advice please see chat transcripts I think it's time SLOTWOLF AND N1 WERE HELD ACCOUNTABLE ON ALL FRONTS FOR THIS BEHAVIOUR AS THIS ONLY ONE CASINO AND ITS HAPPENED FOR TENS OF YEARS CRIPPLING ME AND MY LIFE AND MY FINANCES AND MY FAMILIES AND IM AT ROCK BOTTOM LITERALLY SITYING HERE WAITING TO BE KICKED OUT OF MY HOME DAYS BEFORE MY BDAY WHILST I HAVE SNIDE SMUG CHAT OPERATORS FROM THESE PEOPLE WI D ME UO AND RUB THIS SITUATION IN MY FACE WITH FACETIOUS REMARKS.WHERE DOES IT END AND WHEN DOES IT STOP!

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ThePOGG
December 18, 2019

Hi LuckEStar,

Firstly - while we appreciate the offer, we don't accept payment for managing complaints from either party. This type of transaction can result in questions of bias. We pay to run the complaints service via the revenue generated from advertising. This allows us to ensure that player complaints are managed appropriately at the operators we do choose to advertise. It's a more than worthwhile 'cost of business'.

Moving back to your complaint - the issue really seems to boil down to you feeling that the operator should have prevented you reversing your withdrawals or playing further. Before an operator would have responsibility on that front you would need to have told them clearly that you have a gambling problem. Did you do this? Without this clear statement there are no grounds upon which we would expect the operator to take responsibility for your decisions.

Having reviewed your emails, I can see that you express discontent with the delays in payment. However, the withdrawal limits are clearly defined in the terms and conditions and in the Payment section of the site. There are some disparities between the information listed on these two pages, but had this been your contention you would have needed to approach us while you had active withdrawals and we would have looked for the operator to enforce the higher of the two limits.

The withdrawal times are also detailed on the Payment page and these are in line with the information you were given via Live Chat.

In effect, I cannot see any point where anything other than Slot Wolf's advertised withdrawal policy has been enforced here.

The operator are also correct that they cannot alter the payment times - payment delays associated with bank transfers and other methods are in the hands of the processor. As a business seeing a 5 day delay on a payment arriving when we send it is normal.

You also express discontent that you have lost money while waiting for your payment but you consistently use this as grounds to seek 'cashback' rewards indicating you want to engage in further play. Given that you were likely ahead of the casino over the accounting period due to your big win, losing these funds back would be unlikely to qualify you for cashback with any operator.

The bottom line here is that unless you've given clear grounds for the operator to consider you a problem gambling, there's no regulatory expectation in this instance that they would seek to prompt you to self-exclude etc and our faculty to help you get your withdrawals paid where you were experiencing difficult is non-existent where you have already chosen to play these funds back.

Finally, can you please forward on the 'processed' email. This may have some bearing on one of the withdrawals depending on the specific wording of the email.

Thanks,

ThePOGG

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LuckEstar
December 19, 2019

How can u say that slotwolf advised their customer well in this situation as they sat their and said nothing of self exclusion? And a processed payment I would of thought would not have been accessible if this is how u believe gamblers who are WEAK AS I SAID MANY TIMES REFERRINGH TO MY ADDICTION AND IF U LOOK INTO MY HISTORY WITH N1 U WILL SEE THEY HAVE PREYED ON ME TIME AND TIME AGAIN COME ON N1 U OWE ME AND U KNOW IT U DIDNT ADVISE UR CUSTOMER NORESO U DANGHLED MY WINNINGS IN FRO T OF MY FACE AND WATCH MY ADDICTION RUIN MY LIFE THATS REALLY LOOKING AFTER UR CUSTOMER ISNT IT.IF THIS IS HOW THE POGG ROLLS ILL BE DEFINITELY SAYING U ARE BIAS.GOODAY JUS AS LONG AS THE RICH GET RICH AND THE POOR STAYS POOR U PPL MAKE ME SICK

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LuckEstar
December 19, 2019

Slotwolfs policy shows the complete opposite of what they did and how they looked after my better interests they did zilch and they sat there until I gambled all 30k of my winnings and then someone may hv mentioned after all that the self exclusion and this was done in an antagonizing facetious snide manner.PAY ME WHAT I DESERVE U BROKE ALL WHAT U SAY U STAND FOR.

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ThePOGG
December 19, 2019

Hi LuckEstar,

I'm going to remind you again to keep your communications polite and respectful. Please also stop communicating in all caps. This is unnecessary and rude. If you fail to respect this instruction again we will disengage any further involvement in your case.

I'm not saying that I think more could not have been done. However, I am saying that by the regulatory standards that Slot Wolf are required to adhere to - which are the standards we are required to enforce as an ADR acting on behalf of the regulator - there was no obligation on the part of the operator's support team to intervene in a Responsible Gambling context based on the communications that you have forwarded.

Personally, I'd like to see the MGA tighten their Responsible Gambling requirements, not least by requiring self-exclusions to carry over to all properties on the license by default rather than the current situation where players have to explicitly request this, but for the time being the regulator sets the standards, not us, and there has to be a clear communication indicating an issue before the operator would be required to pro-actively prompt the player to consider Responsible Gambling options.

The facts here are that you had a significant win - i.e. you were well ahead of the casino (meaning that you were not presently a risk of putting yourself in a position that was worse than when you engaged the playing session where you experienced the win). You have reversed withdrawals and lost them. You have expressed discontent at not being able to withdraw all your funds immediately and have indicated that you want further bonuses based on your losses indicating an intent to play further. These factors alone would not result in you being considered 'high risk' of experiencing significant detriment by themselves and as such you would need to have given the operator clear grounds to consider you a risk before they would be expected to intervene in the manner that you are insisting they should have.

With regard to the 'processed' email, this may be a more solid claim. We will contact the operator to find out why a withdrawal that had already been confirmed as processed could be reversed.

Thanks,

ThePOGG

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LuckEstar
December 23, 2019

I see u said that I needed to contact u to enforce the higher of the three withdrawl limits WELL I DID I WAS SEEKING PAYOUTS OF UP TO 30000 NZD AND SLOTWOLF REFUSED PAYMENTS OF 6000 NZD THEY REFUSED MULTIPLE PAYMENTS WHEN CLEARLY THERE MONTHLY WITHDRAWL LIMIT IS 7500 EUROS SO WHY DID THEY DO THIS AND WHY DID THEY NOT INFORM ME OF SELF EXCLUSION WHEN I WAS ASKING THEM WHY THEY DIDNT HV A LOCK UR WIN IN FEATURE AS THEIR POLICY PITCH TO THE PUBLIC IS CLEARLY STATING THE BEST CUSTOMER SERVICE AND ADVICE FOR THEIR PUNTERS.WHY DOD THEY ONLY TELL ME OF SELF EXCLUSION AFTER THEY SAT THERE AND WATCHED ME GAMBLE MY LIFE AWAY ALL THE MONEY I NEDDED AFTER THEY STALLED ME AND REVERESED PAYMENTS THEY SHOUKDNT HV AND EVEN PAYOUTS THAT HAD BEEN PROCESSED WHERES MY CONPENSATION IN THIS HORRID SITUATION THIS IS ROGUE BEHAVIOUR NOT LOOKING AFTER PEOPLE WHO GV THWM ALL THEIR MONEY....HOW MUCH IS N1 INTERACTIVE WORTH I WONDER? A LOT MKRE THAN ME....MERRY [email protected]#KN XMAS.CHERRS SLOTWOLF

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LuckEstar
December 23, 2019

I apologize I am sorry I am just so upset and I can tell you this I did contact you whilst I had wins I was claiming which were reversed by slotwolf when they should not have been ie their monthly withdrawl limit is 7500 euros I at this time had withdrawls reversed of 6000 nzd and more all of this information I have provided in chat context and screenshot proof.also me saying to slotwolf they are preying on my weakness clearly to me shows they could have informed me under their own guidelines of customer service a lot better.And tbh this is more directed at N1 INTERACTIVE on a whole as they know me and their casinos time and time again have allowed me to reopen accounts when iv closed them and they have taken tens of thousands of dollars of me whilst turning a BLIND eye to my addiction.Some operators have been very good at keeping me in check...for instance BAYTON LTD.I need my processed payment slotwolf as u process something it to me means its through the chute and coming down the line not still sitting there for me to play.And I'll add this as I recieved the email saying this this is why I played more because I knew I had 4250 nzd Which I might add should be at least 6000 euros (weekly limit) which they reversed but in nzd or the monthly limit of 7500 euros which I believe I tried once to add a payment of 8000 nzd.all in all slotwolf has acted poorly on behalf of their customers and one who has suffered and given them lots of money.And I see nowhere in any chat that I was 'advised' with the best advice.Stand up Slotwolf own ur mistakes and at least give me a small chunk of what I could have made u pay...we both know it was a lot more.merry xmas to the good ppl of the pogg.i do thank you and appreciate what you do and your stance and ethics and ur neutral pose you uphold in this.You are the best in the business at offering this service to punters with disputes.

Kind regards

NotsoLuckEstar

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LuckEstar
December 23, 2019

I would just like to say I read ur msg of no more caps after writing the angry msg I wrote above thus the next msg...apologizing really I'm just feeling really let down by slotwolf and N1 on a whole I just think they could make my xmas which is going to be miserable as I'm poor ie broke a lot brighter

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LuckEstar
December 29, 2019

Come on Slotwolf pay the payment which you said was processed and was then hidden in among 30000 dollars worth of wins I replayed you could hv informed as your policy said of giving u customers the best advice to self exclude however you didnt you snidely sat their and waiting for me to come to a sad demise N1 INTERACTIVE knows who I am knows of my afflictions to gambling and for years has turned a blind eye to this to prey on my finances.Spinia casino time and time again let me reopen my account after closing it they also along with bon casino didnt close my account and champagne spins and jetbull and jetspin casinos mucked me around for payments.This is not good enough.U said the payment was processed which spurred me into playing more as I believed I had the maximum daily win in the bag...and even then you have cut me short on this as ur daily limit was more than what you said you had processed you reversed payments going out unjustly and you didnt stand by me as a customer more so you caused me grief and stress by stalling me and informing me with false pretenses.you know what you have done and all the evidence is with the pogg.if I dont get action on this I'm going directly to THE MGA AND N1.Goodday

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LuckEstar
December 29, 2019

Actually I'm going to email N1 INTERACTIVE right now and the MGA.and I'm going to send them all supporting docs and screenshots to show what you are really about

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LuckEstar
January 10, 2020

How long does a guy have to wait for justice.happy nee year to the pogg.im broke and in a bad way.

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LuckEstar
January 12, 2020

So finally I hear from slotwolf with a brief msg pertaining to a "refund" which I was bemused about because (a) it's not a refund I was seeking it was a processed "psyment" and under their payout guidelines it was 3000 euros per day which I went through rigorous chat experiences to finally get accepted after many reversals on fake grounds...finally after chats and emails I was td $3000 euros as I calculated to them more than a few times was around $4250 Nzd and they agreed to this and my payment was accepted for $4250 Nzd...on receiving this email and relaxed a bit and frittered away $20000 nzd as I had bn stalled and reversed payments happened...Frustrating...now nearly 2 months later I recieve a short disgruntling email of a refund no apology no thanks for all my money nothing from N1 and then I get told I will recieve $2000 nzd over half less than what I had processed and withdrew...let's not forget I gave these people back $26000 nzd I winnings as I was a bad gambler and they knew it.This is simply not good enough ON SLOTWOLF and N1 interactives behalf.Im really disappointed after all this trouble has caused me lots of hardship.Where is the justice in this???? Not to he trusted dont believe the hype...if you want your reputation left in tarnish slotwolf do the right thing and pay what you rightfully owe or face the prospect of my text publishing you as you are a rogue operator who is extremely greedy and doesnt look after their customers.nuff said.peace

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ThePOGG
January 14, 2020

Hi LuckEStar,

Slot Wolf has informed us that they are returning the withdrawal that you were emailed and informed was 'processed'. They have stated that the wording on that particular email had been poorly chosen and this will be rectified in future. It appears from your last email that you are already aware of this.

I'm a little confuse about the remainder of your claim in your previous message. You are now saying that you are owed $4250 NZD. Is that correct. If so, why when you initially submitted this complaint did you state that you were contesting $2000 NZD, exactly the amount the operator has refunded? Why has this figure changed between the time you submitted your complaint and now?

ThePOGG

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LuckEstar
January 14, 2020

I never once said that the amount I was co testing was 2000$ nzd quite clearly through my chat submissions u would have seen me asking the chat personnel what the max daily withdraw was which was 3000 euros as at this point I had 20000 nzd in the account so I redid my withdraw several times to achieve the processed amount of 4250 nzd see reference chat screenshots and emails of this proof I will resend them today why should I be cut short 2250 nzd????!!!

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LuckEstar
January 14, 2020

Actually I correct my self as I hv shown u via email the max withdraw was 2500 euros per day

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LuckEstar
January 14, 2020

Actually I'm seeking my two payments which emma from their chat dept clearly told me had been approved this is why I played all my money told as she told me I have two payments processed by them and these guys sick as they lie manipulate their way out of paying what they owe check ur complaints email and u will see she clearly states that the finance dept had cleared two payments one of 4250nzd and another of 2800 nzd sk this is why I played all my mo ey their was slot of payments so it was confusing SLOTWOLF u owe my 4250 nzd and 2800 nzd I want it now please.also I'm now going to demonstrate N1S way of dealing with customers who are problem gamblers and ask for their account to be closed and they dont respond I have evidence of me asking to close my account umpteen times and they still keep it open.I suggest u pay up people I'm sick of u preying on me and taking all my money PERIOD!

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LuckEstar
January 14, 2020

Actually I'm seeking my two payments which emma from their chat dept clearly told me had been approved this is why I played all my money as she told me I have two payments processed by them and these guys suck the life out of u iv bn in hell depressed and financially broken by them as they lie manipulate and get their way out of paying what they owe you check ur complaints email and u will see she clearly states that the finance dept had cleared two payments one of 4250nzd and another of 2800 nzd so this is why I played all my money as I had 7k in the bank I thought yippee! Also their was alot of payments so it was confusing to reiterate but this is clear evidence thise payments were as she said been processed by their finance dept SLOTWOLF u owe my 4250 nzd and 2800 nzd I want it now please.also I'm now going to demonstrate N1S way of dealing with customers who are problem gamblers and ask for their account to be closed and they dont respond I have evidence of me asking to close my account umpteen times at at betamo and they still keep it open.I suggest u pay up people I'm sick of u preying on me and taking all my money PERIOD! Also I'll go as far as saying iv never in my life had such appalling results as I hv had at betamo funny that considering this dispute is going on whilst I played at betamo.

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LuckEstar
January 15, 2020

How funny is it that today the same day slotwolf and N1 finally paid me 1950 dollars that a ton of payments which were rogue come out of my bank under a EVERYMATRIX name and everymatrix C 13 were the people 500 dollars in total stolen from my credit card not even 24 hrs out from bn paid...I find this very bizarre any ideas on who this is but I did join fantasino casino last week...IM SO OVER IT IM NOW STARTING TO LKSE FAITH ON ALL HUMANITY AND IM GOING TO LOSE IT

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ThePOGG
January 15, 2020

Hi LuckEstar,

With regard to Everymatrix - you state that you joined Fantasino last week, an operator on the Everymatrix license, so you know who Everymatrix. Anything further you want to know about these transactions you would have to ask Fantasino or Everymatrix. Unless you have significant evidence to demonstrate a meaningful link between Everymatrix and SlotWolf these transactions have no bearing on your complaint against SlotWolf.

We will review your emails but in the mean time I still need you to explain why when submitting your complaint you chose to claim for 2000 NZD? The screen shot above is our back end system and this information is not editable by anyone at this end. When you submitted your complaint this is the figure you entered. So I need to understand why you selected this figure and why the amount you feel you are owed has changed in the interim?

ThePOGG

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LuckEstar
January 16, 2020

When I first submitted this complaint slotwolf mucked me around with a 2000 dollar cashout and were reversing it.So they have paid this yes and thank you slot wolf.BUT then I won around 30000 dollars worth of wins one win was 16000 nzd and I had other wins.this is when their tactics continued.firstly amounts of my withdrawls were reversed until infuriatingly I contacted chat staff and came to the conclusion that the max withdrawl daily was 4250 nzd I finally got this and another payment approved of 2800 nzd this is when I relaxed as emma confirmed this...then I started jamming my winnings as I said as I had 7 k in my bank so to speak ...things went south from their but what I want to know is why a daily limit is subject to eliminating a weekly or monthly withdraw as I made payments of 9000 or 10000 nzd thinking that one payment would be suffice to be covered under the monthly limit...but they were reversed and I got to the daily limit subject of 4250 nzd...I think iv bn robbed pretty much.

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LuckEstar
January 16, 2020

SLOTWOLF can u hurry up and pay me what I deserve and u said u had processed 4250 nzd and 2800 nzd please I'm sick if waiting I wont stop until u pay me isnt it easier to flick a tick that irritates u and keeps biting...I'll never stop biting I'll go to MGA NEXT AND MORE

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ThePOGG
January 16, 2020

Hi LuckEStar,

Firstly - SlotWolf are not reading this thread. You've been through our complaint process before on many occasions. This is not a publicly available page. It is a private conversation use to communicate with ThePOGG.com Ltd. A sanitised version of this page will be published at the end of this process but for the time being this is not publicly available.

Secondly - as detailed at the start of this complaint - we are the ADR for SlotWolf and act on behalf of the MGA in this matter. Contacting the MGA will simply result in you being directed back to us.

Next you received a refund of the 2000 NZD that you had played down because you had been explicitly been informed that this withdrawal had been - and I'm being very precise about the language here - "processed". A "processed" withdrawal is a payment that has already been sent, i.e. the operator has already actioned the payment and as such the funds are with the relevant banks and not accessible to be reversed. "Transferred to the finance department" indicates that the funds are still with the operator and are awaiting the relevant department (the "finance department") processing the payment. These funds still reside with the casino and would still be reversible.

And again, stating that the withdrawals have been "approved" as [REMOVE]Emma[REMOVE] does is not the same thing as saying they have been "processed". One indicates that there is no barrier to the withdrawal request but gives no indication that the funds have been sent. The other makes a clear statement that the payment has been made.

If you have reversed withdrawals before they are processed there is nothing we can do the recover those. Withdrawals that you have been informed have been "processed" we can do something about.

So the question is - are there further funds that you were explicitly told were "processed" that you were allowed to reverse?

I also need to address a few other issues with you.

Firstly - having read through your emails to the operator your language and tone are entirely unacceptable a multiple points. While you are entirely entitled to feel frustrated you have absolutely no right whatsoever to verbally abuse anyone. You are an adult and expected to adhere to basic standards of behaviour and one of those is that you cannot speak to people in the manner you have in these communications. The operator would have been absolutely within their rights to terminate any further dialogue with you have receiving these communications. I can state with absolute certainty that had you spoken to any member of our team in this fashion your complaint would be terminated.

Secondly, with regard to your requests to Betamo you explicitly ask to "close" your account. Under no licensing system is any request to "close" an account automatically assumed to be a responsible gambling issue. Players close their accounts for many reasons and these do not always relate to addiction. The Betamo operator correctly follows-up by asking for a reason for the closure request. Your responses to this at no point do you state that your request is addiction related. In fact you are very clear that you are unhappy with promotions that you have been given. This would not be considered a self-exclusion. If you want your account closure to be consider a self-exclusion - resulting in the operator taking some responsibilities for preventing further play - you need to clearly inform them that the request is due to addiction related issues.

Finally, given that your complaint is clearly contesting that you are a gambling addict I am alarmed to hear that you have been playing again in the interim. I would strongly advise that you consider our free Responsible Gambling app BetBlocker. This app allows users to restrict their internet capable devices from accessing over 7k online gambling operator websites.

Thanks,

ThePOGG

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LuckEstar
January 17, 2020

Whatever they owe me 7050 nzd and how you support them is sad as the way they get u to spend ur money is by saying you have to wait sir two of your payments have been approved and u uyst have yo wait is that ethical business practice if someone said to you you would assume your getting paid dont make out like these people shouldn't pay me thru should and you should support the punter whose been preyed on for to long I'm not spongebob I'm broke and these people have exploited me through indecent technicalities and iv had enough they need to pay me and yes I got angry because they purposefully infuriate people with their fake customer support facade dont patronize with technicalities slotwolf you said you had approved the payments....approved or processed deemed in the English language of law are very much the same...mSo dont let them or dont help them slip away from paying someone they should pay all things considered I suffered and gave them back more than 25000 dollars whilst they sat their uninforming me and not helping me as they say they would with their best customer support and advice.Im not been humiliated by you or anyone anymore or ROBBED.ITsquite alright for you and them to turn a blind eye to allowing a problem gamble to fully ruin his life at your hands that's no problem is it.DONT try tell me N1 Dont know who I am.PAY THE BILL/INVOICE for ruining my life and steing all my money unethically.Now please

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LuckEstar
January 17, 2020

Whatever they owe me 7050 nzd and how you support them is sad as the way they get u to spend ur money is by saying you have to wait sir two of your payments have been approved and u just have to wait for your bank it takes 5-7 days is that ethical business practice if someone said this to you you would assume your getting paid ....dont make out like you wouldn't...these people should pay me and should and you should support the punter whose been preyed on for to long I'm not spongebob I'm broke and these people have exploited me through indecent technicalities and iv had enough they need to pay me and yes I got angry because they purposefully infuriate people with their fake customer support facade dont patronize me and try humiliate me with technicalities slotwolf you said you had approved the payments....approved or processed deemed in the English language of law are very much the same...mSo dont let them or dont help them slip away from paying someone they should pay all things considered I suffered and gave them back more than 25000 dollars whilst they sat their uninforming me and not helping me as they say they would with their best customer support and advice.Im not been humiliated by you or anyone anymore or ROBBED.ITsquite alright for you and them to turn a blind eye to allowing a problem gamble to fully ruin his life at your hands that's no problem is it.DONT try tell me N1 Dont know who I am.PAY THE BILL/INVOICE for ruining my life and steing all my money unethically.Now please

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LuckEstar
January 17, 2020

Let's be honest about this sloemtwolf you havent stood by your customer here like your pitch to the public says on your website.you have sat their reveresed withdrawls unethically slowing down my payment rate why couldnt u just pay me instantly to my credit card master card??? You have then not informed me of self exclusion and you have then tried to use technicalities of the English language to sneak me out of winnings by me assuming I'll be paid.ok so now were getting a picture of what these people are really like and the pogg your supporting this type of behaviour and backing them I mean come on you say you have approved two payments you just have to wait 5-7 days you think your good your getting paid.I CANT BELIEVE YOU ARE STILL TRYING TO SNAKE OUT OF PAYING SOMEONE WHO IS NEARLY HOMELESS BECAUSE OF THIS 7000NZD I EONDER WHAT N1 INTERACTIVES WOTTH ILL BE BACK SOON WITH THEIR GROSS TAKE FIR THE YEAR.

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LuckEstar
January 17, 2020

Soft swiss eh NV DIREX WOW who would have thought

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LuckEstar
January 17, 2020

Soft swiss eh NV DIREX WOW who would have thought....I need to check which jurisdictions these casinos are allowed to recieve money ie...countries and that's what I'll be doing alongside finding all laws these people are allowed to operate and take money from people under.Im going to turn every stone now.OSHI CLEOPATRA MANEKI SLOTWOLF BETAMO LIVE N1 THE LIST GOES ON N1 AND NV THROUGH SOFTSWISS HAVE RUINED ME.im coming for you now people.my patience is worn through.You owe me money I know it

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LuckEstar
January 17, 2020

Just been in contact with NV DIREX AND SOFTSWISS IN relation to this claim im sick and tired of waiting.ill ring them in next few days if slotwolf doesnt want to honour their motto rather sneak their way out of paying people.

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LuckEstar
January 17, 2020

Iv just read ur response and realized that u believe that this payment refund is to do with the 2000 dollar payment I first had issues with and you are completely wrong the email saying my payment had been processed is applicable to the 4250 nzd withdraw and dates can prove this.That email was sent way after the start of this dispute so it's not applicable to that payment at all it's for the 4250 nzd payment.thats when it was sent when I had all the big wins this is ridiculous I cant believe slotwolf would sneakily say this us the case

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LuckEstar
January 17, 2020

Iv just read ur response and realized that u believe that this payment refund is to do with the 2000 dollar payment I first had issues with and you are completely wrong the email saying my payment had been processed is applicable to the 4250 nzd withdraw and dates can prove this.That email was sent way after the start of this dispute so it's not applicable to that payment at all it's for the 4250 nzd payment.thats when it was sent when I had azll the big wins this is ridiculous I cant believe slotwolf would sneakily say this us the case

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LuckEstar
January 17, 2020

That email which slotwolf is saying confirmed the 2000 nzd payment was sent on the 4th of dec this is a totally different payment and case and also I'd like to point out that in the email slotwolf used the terminology of approved yet your telling me approved payments in the chat transcript are not good enough for a confirmed payment??? What's the world coming to people this is wrong your bringing me down BIGTIME IM ABOUT TO EXPLODE AND THIS IS NOT WHERE I WANT TO BE.4250 nzd was the payment pertaining to the confirmed payments along with the 2800 in Emma's chat ....us the 2k is suffice and what I deserve I cant believe the shady tactics taken to elude from paying someone who is desperately broke nearly homeless 1600 bad behind in rent among thousands of other Bill's and I know how much these guys are worth because iv given them easy close to 500k.so stop with the angles the lies the technicalities and please pay me what I'm owed I'm desperate this isnt fair

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LuckEstar
January 17, 2020

The email saying processed payment was for the withdrawl of 4250 2k was prior and that's great that was paid but I'm still owed the two payments see email also contains wording of "approved" when does it stop unbelievable

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ThePOGG
January 27, 2020

Hi LuckEstar,

Ok - I'm going to be very clear here as your behaviour is now becoming problematic.

Firstly - we are currently in the process of reviewing specifically which withdrawal the 'processed' email referred to. You will receive further information about that at the appropriate juncture.

Secondly - I have been absolutely clear about this issue already, "approved" and "processed" are different by definition. Approved in this context states that the operator has agreed to make the payment, but does not make any statement that actions have been taken - i.e. the funds are still with the operator until such time as they are processed. As the funds are still with the operator, if you chose to request a reversal this would be an option available to you. Processed by definition is in the 'past tense' and is a statement that actions have already been taken - i.e. the funds are no longer with the operator. Where you asked to reverse a 'processed' withdrawal there would be nothing the operator could do to return your funds.

We have been clear regarding this difference and and clear that we will not pursue refunds based on 'approved' statements. Continuing to argue this point is redundant and wasting the time of all involved parties.

Finally, with regard to your most recent email - you should feel absolutely free to file a report with any governmental agency that you feel is appropriate. However, when you look to use threats of doing so to pressure our service into favouring your claim you are unambiguously engaged in actions specifically intended to undermine the fairness of our system.

Throughout your claim your behaviour has repeatedly crossed the line of acceptable standards and this is yet another example. Taking action specifically intended to undermine the ability of this service to function independently is inconsistent with the behaviours this service can accept. That being the case, we encourage you to file a report with any other body or entity that you feel is appropriate, but if you make any further reference to doing so in any communication to this service we will view this as an attempt at coercion and discontinue any further involvement in your case. At that juncture you will be referred to the legal system to seek any further redress you feel is appropriate.

This is the only warning you will be provided on this issue.

ThePOGG

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LuckEstar
January 27, 2020

Fine all I can say is I cannot believe that this is deemed as acceptable behaviour from an operator the statement from emma clearly would and did persuade me into believing I was getting paid this amount and you and I know how much money I have given these people and yet you think thus us acceptable I guarantee you 9 out of ten people are then going to believe they are sorted this prompted me to start playing again and when u have 10 15 withdrawls all kn array you can be confused.This goes to show what slotwolf and N1 INTERACTIVE ARE LIKE.this is appealing.and get off your high horse mate maybe consider what its been like for me IM BROKE IV BEEN GANKED BY THESE PEPPLE FOR YEARS TOU KNOW IT.in sorry I cant be all PC as I'm extremely frustrated and angry.

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LuckEstar
January 27, 2020

And it's pretty simple to work out slotwolf have done the sly on the payment when the payment that was accepted was my 4250 from the dates of everything involved my payment was 4250 the max payment of the daily amount that's why you will see I emailed u on the 6th of dec.at least pay the rest of what you owe and clearly its 2250 nzd I'm going to be kicked from my home I owe more rent than ever I'm struggling.I appreciate your help and im thankful yet I just find slotwolfs tactics and actions very low and for that I find your high review of them slightly strange as this to me is bad ethics

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LuckEstar
January 27, 2020

Just pay the money u owe slotwolf for christ's sake u owe it to me!

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ThePOGG
January 28, 2020

Hi LuckEstar,

i) You have been told repeatedly - no-one at SlotWolf is reading your comments here. They cannot access them. Making comments like the above is a waste of your time.

ii) Your personal circumstances are non-relevant to this process as they have no bearing on the fairness of the actions of the operator. Furthermore, the losses have all been derived from a significant win. If your personal situation is as bad as you describe after these losses, logically this issue would have been present before you received the luck of a win. We are certainly sympathetic to your situation, but it does not reflect on whether the operator's actions in this case have been correct or not and as such changes no part of this process.

iii) The operator has not done anything wrong in this instance beyond what has been identified. You did not tell them you had a gambling problem. As such there was no obligation on the operator to act to prevent you playing further.

iv) Your addiction issues then resulted in you making bad decision but this is not the operator's fault. The operator are not obligated at this stage to maintain a watch on what you were doing 'just in case'. You have not told them there was a problem.

v) You made a decision to play with these withdrawals. This wasn't a one-off mistake. You did this again and again after being given similar information and you repeatedly tried to use these losses to justify further promotional incentives. You were not confused about which withdrawals were being paid and which you had refunded - you refunded them all. Even without that though, the responsibility for knowing how much you played with is yours. The operator are not an accountant for you.

vi) You have received a refund based on the operator communicating that one withdrawal had been 'processed' - meaning you should not have been able to reverse that withdrawal. As soon as this was pointed out the operator immediately refunded the first withdrawal request. There was no argument about this, in fact we had not even suggested a refund at this stage. They proactively made that decision. This was a poor choice of wording on their part, but an issue they accepted immediately and will adjust to ensure they do not repeat.

vii) I have told you that we are looking into which withdrawal the processed email referred to, but making repeated demands of this nature will not speed this process up. In fact, spending time providing the same information to you is slowing the process in general down.

viii) Our reviews - let us be clear here, you have a long history with this service and you have never paid the slightest notice to our reviews, repeatedly signing-up with operators that we advise players to avoid as we are aware of problematic behaviours or terms with the operator. You have then repeatedly turned up expecting us to address your problems, which have been more frequent than almost any other player that we have encountered. And while this issue is different in so far as we do list this operator positively, you did not sign-up via this service. Whether you are happy with the outcome or not, we are not concerned about the operators practices at this stage (and based on scored of other complaints managed via this license), so no changes will be made to our review based on your submission..

ThePOGG

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ThePOGG
January 28, 2020

This player has engaged in sending threaten and abusive comments to our service including homophobic slurs.

Our involvement in this player's claim is terminated. We will be reporting the player's communication to the relevant legal authorities and the player should consider themselves banned from any further use of this service.

No further correspondence will be engaged with this individual and no further posts will be approved on this thread.

ThePOGG

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Agreement

LuckEstar 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

November 24, 2019

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