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Slot Wolf - Payment Problems

Ruling

Resolved - The submitting complainant has become non-responsive to our repeated requests for additional information. As such we assume they have resolved their issue on their own.

Read our SlotWolf Casino Review.

Player's Complaint

I play for a long time at the site slotwolf.

A few weeks ago I win 37k at a slot.

I was happy and wanted to cash out and than the problems begann.

They tell me I can't cash out now I can cash out 3k a day and 10k a week and 20k a month.

What is that I have to wait 2 month to cash out?

In my opinion cash out once and the money is on your bank. This ist real seriös casino!

One day later I had my win, slotwolf send me new AGBs or terms and conditions, there are stands that a player at Germany don't allowed to play with more that 1euro the spin! This is German law at 1.7.21.

In this news conditions stand that if a player win more than 15k, they can cash out more than the limit is. They can cash out mecin a one day, but they won't!

I sign this AGBs

Slotwolf send me an mail where they promise me if I play my win I will get a cashback of 20 procent.

I never get this cash back and my account is deactivated.

I lose all my win with 50 Euro a spin.

The slots wasn't deaktiveted at high bets!

Wehre are the players protect?

The next problem with this site are I wanted my documents about my payments and activities at the site.

They don't send me it, I asked 10 times, they lie, they don't answer, they won't give me my datas.

Because they now that this is the proof.

This site have make many mistakes to me.

I can play I can pay but if I win, cash out I have to wait 2 month?

Who can help me?

Everybody see that [EDIT], they make millions and if you win the use strategy that you lose.

Please help me

Read the casino review

5 Responses

User icon
thepogg
July 25, 2021

Hi Player33 - welcome to ThePOGG.com.

Please ensure you have read our Complaint Guidance to ensure that fully understand how our complaint management process functions.

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.

The withdrawal limits are clearly documented in the operator's terms and conditions as follows:

"The maximum withdrawal amount processed to a player is 2,500 €/$ per day, 7,500 €/$ per week and 15,000 €/$ per month, unless otherwise specified in the Terms & Conditions of a specific promotion. Exceptions may be made to players with a higher VIP level, if any, at the Casino’s sole discretion. If you win more than €15,000, the Casino reserves the right to divide the payout into monthly instalments of maximum €15,000 until the full amount is paid out."

If the operator are enforcing limits that are lower than the above we can challenge that, but the above are the limits you agreed to at point of registration.

The terms and conditions that were in place at the time of your win would be the ones which are applicable in this instance. While we understand that you find the new terms preferrable, had the terms been more restrictive you would not be happy that the new terms be enforced on old play.

Please send a copy of the new AGB to [email protected].

Why did the operator refuse to pay your cashback?

If you are looking for information about your account activity you need to submit a Subject Access Request to the operator. If the operator fails to comply with this request then you should report this to your local government data protection agency.

Thanks,

ThePOGG

User icon
Player33
July 25, 2021

This is not help for the players, we are not stupid sry, but everybody can see that you work for the casinos.

My question was how I can play with 50 Euro bets if in the terms and conditions are written down that the maximum bet for German player is 1 euro bet.

Explain me please how I can play 50 Euro bets.

Why I can pay 16k in a month to casino if terms and conditions says the limit is 1k?

Please explain?

I told you twice players are not stupid, the casino has break they own rules if they Profite.

But if I want to cash out, the terms and conditions are very very important.

This is not got, in my opinion terms and conditions are always very important.

I go to lawyer, and want that this casino don't get German license!

They wanna lose me 20k I make they lose millions!

User icon
thepogg
July 28, 2021

Hi Player33,

Please send a copy of the new AGB to [email protected]

Why did the operator refuse to pay your cashback?

Beyond the above, please keep your communications polite and respectful. This service is not here for you to vent your frustrations towards. If you do not feel this service is impartial I will again point out to you that you are entitled to take your complaint through the court systems.

ThePOGG

User icon
thepogg
August 8, 2021

Hi Player33,

I'm following-up on the above?

ThePOGG

User icon
thepogg
August 14, 2021

Hi Player33,

If we haven't heard from you by Friday the 27th of August I'll assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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Agreement

Player33 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

July 22, 2021

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