Wolfy Casino - Виграш гравця було анульовано.

Disgusting company . This is how I lost 3300 to their scam! DO NOT USE THIS COMPANY . DO NOT ACCEPT BONUS!! THEY WILL THE BONUS EVEN IF TOU SELECT NO TO MAKE SURE YOU CONTACT CX BECORE YOU WAGER IF YOU MAKE THE MISTAKE DEPOSITING BEFORE READING THEIR REP.

This is how they scammed my jackpot win of 3300

They added the active "wager less bonus " that I didn’t accept so I immediately cancelled . Their terms are so sketchy so I read every fine print but they twist their glitch on me , despite me being diligent, they create fake information to use against me. They said I had had an active bonus (they added when I selected no so I immediately cancelled it).. I sent screenshoots showing the cancellation as well and screenshots I had zero bonus money and never used it. This is information they have at your disposal to "prove" your case but but don’t care how how much proof you send , their decision is final . scam scam scam

Hello andredeyoung89,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Wolfy Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise if your account is already verified and if yes, since when exactly? Did you actually request to cancel the bonus or you just requested for a withdrawal? When was the last time you spoke to the casino and what was it about?

Please note that unless you canceled your bonus before even playing with your balance, the casino had every right to void any winnings if you just requested for withdrawal before finishing the wagering of the bonus.

Looking forward to your answer.

Regards,

Nick

Hello, 

yes I have been verified since may 28. Account creation/deposit was may 27 at 10:19am. By10:51, account real money  balance is zero and I was using bonus money which is when I noticed terms after  was up to  won 553$( this was within their terms of max 5x payout on bonus as the 100$ bonus would removed so total 453 since under bonus amount showed 100) so 10:55am I requested the withdrawal because The bonus was maxed and i did not want any active bonus on my account. It was cancelled because I tried to withdraw as soon as I noticed it was  at max because I never wanted any bonus after as I know how those work. My cancelled bonus was effective at 10:55am on may 27 which is when it shows it was cancelled . 

later at night , my balance went from 553-453$ (which is normal as the "sticky " bonus was removed at that point and it showed cancelled bonus (see attachment). 

so nearly 11 hrs later is when I started to play again . Section 16 of terms also say bonus  is forfeited and cancelled  once withdrawal is made (see attachment) . If you look at the balance section , I went from 0$-453$ without playing any games which is when bonus deactivated,   they removed the 100$,  and transferred to my "real money" (553$ with bonus and transfer 453$ to real money). I no longer showed any bonus money. I had 100$ removed from my account . Everything is under real money and available to withdrawal (see attachment) and under history , under bonus - it shows bonus as cancelled . 

acter all of this , I started to play games and went from 453-3300 and they are telling me it was still active . How is it still active if it was already reduced from my money . Everything was transferred to real money . It shows cancelled bonus 10:55am ?? 

So they did give me 485 today so the difference owing is 2850$ . Wanted to confirm if you received my complaint ? And how long does the process usually take ?

Hey Nick,

I’m following up to confirm if you are still able to help or if it’s not something you can do ? Despite all the ample proof I shown to show I did not breach any terms , I even explained how the bonus money was removed and is reflected in the screenshot when everything was converted to real money and deducted 100$ from the original bonus deposit . Please let me know if you can help me or not. I appreciate even if the answer is no . You guys are awesome just for having this website to offer guidance or support to avoid in future

?

Hello andredeyoung89,

Sorry for the later response was I was out of the office for a few days. As long as the balance was already deducted from your bonus money, it should be considered as real money balance so no further caps should apply and the casino should fully pay you out (if no other breach occurred),

I will now forward your complaint to my colleague Matej (matej@casino.guru) who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Great ! And how long does that usually take for them to respond ? What’s the likelihood they will even resolve and admit their fault ?

Hello andredeyoung89,

I am sorry to hear about your troubles.

I would like to invite the casino representative into the case:

Dear casino representative, could you please check the case and explain to us what happened?

Hello

Please note that balance is subject of bonus terms and conditions from the moment the bonus is activated and until the bonus is withdrawn. If player cancels the withdrawal after playing with bonus, the funds are returned back to balance as real money but are still a subject to withdrawal cap of 5x the bonus amount as the balance is considered as bonus winnings.

Thanks for understanding

Wolfy team

I respect your response but this is why the 5x no longer applied here . I’ll express it in order with screenshots that help exemplify my rational , but more importantly, what your casino did to prove that you did not respecting the 5x payout and are simply trying to make up an excuse. Let’s take a look at the following images

1) 11:55- cancelled bonus and it shows my bonus amount at 100$ ( we both agree here)

2) I initiated the withdraw for 585.10$$(which included the sticky bonus)

3) the sticky bonus is forfeited once withdraw is made OR are part of the player real balance . I did this in #2 and you can see it’s reflected in #4

4) when a bonus is active, all winnings go to the bonus account . You first see your RM reduce while your bonus keeps increasing . This is having an active bonus but as you can see here , it’s not longer in the bonus money. It’s in my real money

5) this is where you guys have shown that you are not following your own rules , even if they apply in this situation … which they don’t but I shall play to your lies and explain again why you go against your own terms . It first states again that the bonus restrictions are lifted but what interesting is that they also say 5x max payout . That would mean that I should have got 500$ in this case, no? I mean in #6, it’s normal that it goes from $0- 485.10$ (removed the sticky bonus + switched into over to my RM account but 485.10$ is all you paid me out . You’re rational that you are telling me is I’m only eligible for 5x .

6)

******** My question to you "why was I only paid 485.10$ and not 500$? Shouldn’t you have forfeited all winnings above that ? My balance in my bank account pay out was 485.10$, not $500. *********

7) the bonus is no longer active . It’s been removed from my account entire as you can see here but it’s also been converted into my RM account . Again, why would it be converted to this account ? I’m confused . Shouldn’t it stay in the bonus account like it has been throughout the entire active bonus ? Why did it now go to my RM account ?!

I rest my case (for now) unless you guys would like to continue this debate where I shall continue to exemplify 3 additional points that I kept to myself for later should you guys decide again not to accept that my bonus was no longer active . I explained thoroughly this point but your company only depositing 485 into my bank account is only solidifying that you guys agree that it wasn’t active or else I would have been paid 500$🙂

.

Hello

Indeed you should be eligible to withdraw 500$ and not only 485$.

We have now added you 25$ to your balance to withdraw it, instead of 15$ to match the 500$ amount, as the minimum withdrawal is 25$ so you will be able to cash it out.

Please note that this amount needs to be cashed out and not played with as it is a part of bonus winnings.

Kind regards

Wolfy team

This does not answer my question . Please validate why in the first place I was only given 485? Was my 100$ I’m fact removed from my account or not and transfer over to real money . This removes the bonus limits as per policy

Here are my questions that I need clarification on

1) "Why was I only paid 485.10$ and not 500$? "

***Shouldn’t you have forfeited all winnings above that ? Instead, you removed everything after the sticky bonus was removed (and converted )… at least it’s a start and you’ve acknowledge my point but have not given an explanation as to why in the first place this happened***

2) "Why would it be converted to the real balance and not stay in the bonus account if it’s still active?

***as per your terms as well as chat representatives, during an active bonus , all winning will go into your bonus account while your real money decreases . Doesn’t this go against your policy by adding it into my real balance?? I need further clarification ***

3)"IF you reduced my balance by subtracting the 100$ sticky bonus , from what we see in #6+7, how do you consider it still active? 

4)Why did you convert my sticky bonus to reflect 485.1$  into my real money instead of reducing it to 500$ from the start . 

** this is very misleading on your end and fowl play emerged from your teams mitake . If you would have reduced my balance from 585.10$ down to 500$, I would have certainly questioned why is it at 500. instead, I saw my sticky bonus was removed as per your terms stipulate **

5) Do you agree that it’s misleading your clients by removing more funds than should have been taken ? 

6) Do you agree it’s misleading your clients when you converted their funds from bonus account to real money account ?

** if you review your terms I’m #3&4, you state that  bonus restrictions are removed once withdrawal is made or funds are converted into real money . 

Dear casino representative, could you please send me the andredeyoung89's game logs, so I could check what exactly happened? (matej@casino.guru)

Thanks

Yes please , and I still want answers to my questions from the casino representative .

Their team , if their terms were applicable , should have never taken the full 100$ Sticky bonus (only 85.10$ so I’d be at 500$) if they anticipated it still being active as per what they say. Also, they should have never converted to real money account ! They screwed up on their protocol as per terms and the one that suffered. That’s two very misleading mistakes in their part !

What a coincidence . You cancelled my 25$ I tried to send to me credit card account the moment before I logged in?! Or 2 minutes after these message replies . Why was my card not good enough to withdrawal to ?

Any feedback or updates ?

Hello andredeyoung89,

I received a explanation from the casino:

Based on the casino report, it looks like when you cancelled the withdrawal, the bonus was transferred to real money instead of the bonus, and the cap should still be applied.

I requested a more detailed log so I could better investigate the issue.

That’s not my fault , that’d the casino ! Just like they shouldn’t have deducted everything they did and kept it 500$. Im not sure why thier negligence that is misleading would be at my expense. It’s two counts they admitted that made it look like bonus was not longer active

Any news ? i surely hope that it’s evident that either way you look at it , their negligence is to blame for misleading the source of funds, especially a new player who diligently reviews the terms and conditions prior. They say cap should stay but they did three faults that lead me to believe bonus was cancelled (otherwise than it stayed cancelled in the bonus section).

(a)the money being moved to real account and (b) deducting everything in my account down to 485 instead of 500( which they say was my capped winnings) (c) they should have never reduced my 100$ sticky bonus and allowed me to continue playing . My winnings came after that 100$ sticky bonus was also removed . 3 faulty issues. . Any human would have had the sand reaction and conclusion as I did . I made no mistake but follow what I saw on my account . No bonus money and put into my real account ? Safe to assume that bonus is gone given that the 100$ was also removed

Hello andredeyoung89,

I am still awaiting a more detailed log from the casino.

Thanks for update and I have two question . The casino admits at least two very misleading transaction yet it seems like they are going to stick to their terms and conditions that should be nullified and not pay me. I already built my complete categorical (and chronological ) report should they not accept ownership.

so my two questions are

1) How much authority do you guys have in them giving up monetary funds they owe?

2) If you don’t have much , would you have any other recommended steps to take ? I have the gaming authorities in my back pocket after gathering intel and hopefully resolution here but I am prepared to invest time in energy. It’s not only for the money, but for ethical reasons that disrupt my tranquility and require justice.

thank you

Sorry to bother as I appreciate your help but I’m not sure if I it’s something you can help me with

So what happened now if they don’t reply ? I came to check and it says 5 minutes left . I hope they admit their fault and own up to it

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Now what options do I have ? Can you please inform in other message if you want . I’m not backing down to them as they are at fault and I’ve used their terms against them . Yes the money is great but for ethical reasons also I would like to peruse .

do you have any advice other than gaming authorities ?

Dear representative of Wolfy casino,

Thank you for providing an explanation of the situation.

I have a single question regarding the matter.

When andredeyoung89 requested a withdrawal,

$100 was deducted from his account balance, leaving $485 available for withdrawal. Since the bonus amount was below 5 times the deposit ($500), there would be no cap on the bonus.

If the withdrawal were to be successful and he deposited the same amount back into his account, following the same game history, would he then be able to withdraw his winnings?

Hi Matej

If the player would successfully withdrawn his first withdrawal of 485$ and then redeposited again those 485$ on his account he would have no limits on withdrawal as the money would be deposited as raw money.

Kind regards

Wolfy team

So why was my bonus removed ? You deducted 100$ bonus funds , transferred to real money account and then allowed me to continue to play, despite me going to chat representative and informing me no issues . I can provide that history as well that the chat rep mislead also .

do you not see that your casino made numerous mistakes to begin with ? If the withdrawal wasn’t successful , the 100$ shouldn’t have been deducted as I was only at 485 Raw money at the time, so the bonus funds could have still helped me get to the 500$ "max". You removed it , thus failing to allow me to utilize your bonus to maximize my winnings to 500$. You go against your own terms and should have never deducted the 100$.

Dear Wolfy casino representative.

If the player would successfully withdrawn his first withdrawal of 485$ and then redeposited again those 485$ on his account he would have no limits on withdrawal as the money would be deposited as raw money.

I was thinking so.

Sticky bonuses are a bit different from regular bonuses; however, if the bonus amount was deducted, I don't see a reason why we should be next play still considered as playing with bonus. (where was that bonus?)

What kind of advantage the player gained?

Can the player anytime cancel the bonus? Because if yes, and in such case, the bonus of $100 would be deducted, and that's all, then I don't see a difference between cancelling the withdrawal and cancelling the bonus.

It does mention in their terms players can cancel anytime which they will then Remove any sticky bonus amount .

Should they not respond within the time frame, what happens ? I have a feeling they won’t pay me out what I deserve but I will be happy if they are black listed or something so other players can see that they are not fair . It will hurt their profit much more than what they owe me which I will feel some justification if I’m not paid out

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Can I be Informed what it means will happen to the casino should they refuse or if they dont reply?

Hi

According to our bonus terms and conditions maximum cashout of 5x bonus amount applies from the moment the player activates the bonus until the moment the withdrawal is processed, even if player cancels the withdrawal with bonus and plays further on.

Kind regards

Wolfy team

That’s not the question . Players CAN cancel the bonus . If you really wanted to abide by your terms , you should not have removed the exact amount of 100$ to put me below the alleged cash out max of 500$.

Why not stop delaying and just say you will not pay up , regardless if you are wrong . At this point , I just want it to tarnish your reputation and I won’t give up until I do .I started here but I have multiple routes with the gaming authorities of other websites I can Perdue if I’m not satisfied with the outcome

Hi

According to our bonus terms and conditions maximum cashout of 5x bonus amount applies from the moment the player activates the bonus until the moment the withdrawal is processed, even if player cancels the withdrawal with bonus and plays further on.

Kind regards

Wolfy team

So what exactly was the intention to remove EXACTLY 100$ nearly a day after the withdrawl /cancellation ?

is it standard business practice to remove winnings over multiple different time Periods/occasions for only 1 deposit with sticky bonus ?

seems like a waste of resources since you would be doubling work . Doesn’t make much sense to pay someone to review tansactions and got them to remove two (and review) over multiple occasions for the same original deposit. Does it ?

Warm regards ,

❤️

Dear Wolfy casino representative.

I understand that you have the rules, and in most cases, these rules make sense. However, strictly applying them, in this case, doesn't make sense to me. The bonus money was deducted. Therefore the player assumed he played with real money. If you informed him that the money is still bonus money, we would agree with you, but in this case, the player didn't get any advantage, and I believe he should be paid in full.

*** i give Wolfy casino 24hrs to respond before i submit 3 additional complaints with three separate affiliations of their casino**

Thank you so much Casino Guru for your support and and time and effort reviewing my complaint . I decided to do additional research and I am waiting to see how wolfy casino responds . If it is anything either than a paying out, I am launching three seperate complaints / escalations which all three are already written and ready to click send

1) Versus Odds B.V.

2) askgamblers.com since they ate listed under affiliated casinos

3) the gaming authorities of curaçao .

i already told wolfy that I will stop at nothing less than them paying what is rightfully mine, or else I will cause a magnitude of damage against their casino.

I read every term and every condition . They will not take me for a fool and I will stop at nothing until either I am paid or they are severely damaged due to unfair business practices .

kind regards ,

A

We would like to ask the casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Since it doesn’t seem like they are going to admit they are In The wrong and pay up, can you explain to me what will/may happen exactly to the casinos reputation ?

I’m using the work you put it & also the outcome of this complaint to aide in the two additional complaints I’m about to start. I will add all the work you’ve done to come to the same agreement as me.

thanks so much for your help 🙏🏼🙏🏼🙏🏼

Basically, the safety index, which is already low, will go down a bit. Your complaint will be published and visible to other players so they can beware of this situation.

There are two types of casinos out there. The first type is stuck with terms that could be better written with lots of confusing situations and unwilling to change anything, only repeating that player is responsible for reading and understanding terms. The second type: these casinos change and update terms regularly and fix every confusing situation on the fly, and if some incident happens, then they use logic instead of citing terms over and over. (talk to my hand strategy) These casinos are preventing players from doing something against the terms by enforcing the rules by the software.

And now, guess which group of casinos will survive the next ten years.

So now no response for two weeks , they will be impacted ? I want to know what thier risk level will be lowered to

Unfortunately, I must close this case as unresolved with a classification: Against Fair Gambling Codex.