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Slotwolf - casino doesnt pay my winnings.

Ruling

Resolved - Both the submitting complainant and SlotWolf Casino have informed us that this issue has been resolved and the player has received their funds.

Read our SlotWolf Casino Review.

Player's Complaint

MGA guided me to put my complaint here.

I won 510€ from Slotwolf-casino on 26.2.2020. Casino refuses to pay my winnings. They say that I have broken their terms about only 1 account is allowed per ip-address. I only have 1 account on them and this is also a fact that they have confirmed. I have 2 different mobile connections that I use when I play. And no-one else doesn’t have access to these connections. And I don’t use anyone elses connections to play. I have USB-modem on my home and other connection is on my mobile phone.

Mobile connections change ip-address every time when they are turned on. And I don’t have any possibility to influence what ip-address I get when I turn those on. Ip-address cant be chosen and those are randomly generated every time. So then there is a chance that same ip-address are used multiple times by different connections.

So I just want my legitimate winnings from this casino cause its not my fault someone else has got same ip-address than me (or I have got same ip-address that someone else has already used). I couldn’t have avoided this situation in any way and I haven’t done anything wrong here and I really haven’t broke any of casino´s terms.

Read the casino review

7 Responses

User icon
ThePOGG
March 10, 2020

Hi mossevaan - welcome to ThePOGG.com!

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.

I'll contact the operator and see what we can find out for you, however I do need to be clear that if you have shared an IP address with another user there will be nothing we can do to help you. Your IP address is your responsibility. If your connection is dynamic in nature then you should not use that connection to play with online gambling operators. Where you choose to do so you put yourself at risk of breaching the one account per IP address term. I will revert to you once we have spoken to the operator.

Thanks,

ThePOGG

User icon
mossevaan
March 10, 2020

Hi

I dont share my connections with anyone. And its year 2020, majority of players use own cellphones to play. And almost everyone uses these same kind of mobile connections. I have used these exact same onnections for at least 5 years and in dozens of casinos. And nowadays casinos MUST know that this is normal nowadays to use these connections. And i have never ever got in to this kind of problems with any of casinos before. All other casinos understand this kind of thing and I dont know why this is now suddenly a problem on Slotwolf.

User icon
ThePOGG
March 13, 2020

Hi mossevaan,

Your opinion on the current technologies are of no relevance in this instance. The terms and conditions are clear. If you choose to engage with online gambling operators in a manner that could lead to you sharing an IP address with another user (at exactly the same casino) you risk this type of situation arising. The terms are clear.

Beyond this however, it is a very small proportion of our overall complaint load that relate to matched IP addresses, suggesting that this is not a problem that the majority of users are experiencing. And where we do encounter it, there tend to be other factors that correlate between the accounts as well as the IP address.

Sharing IP addresses isn't a problem at Slotwolf. It's a problem at any online casinos.

ThePOGG

User icon
ThePOGG
March 17, 2020

Hi mossevaan,

SlotWolf have informed us that your balance has been restored. Can you confirm receipt of your funds?

Thanks,

ThePOGG

User icon
mossevaan
March 17, 2020

Hi!

I got my money. Thank you very much for helping me on this! Can you give me any details what happened on this case and why they first claimed ghat i had broken their terms?

mossevaan

User icon
ThePOGG
March 20, 2020

Hi mossevaan,

We were only informed that the operator had changed their position.

Thanks,

ThePOGG

User icon
mossevaan
March 20, 2020

Ok. Thanks anyway again for helping me to get my money back. Case closed.

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Agreement

mossevaan 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:

  • N1
  • Curacao eGaming
  • Direx N.V.

March 10, 2020

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