SlotWolf - asking for more and more and more documents and I am not comfortable with it
To whom it may concern,
On the 24 Mar 2022 (almost a year ago), I made my first and only deposit of 150 EUR to SlotWolf. They did not query me at the time about where my deposit came from or ask me for any verification documents and I played with it.
On that same day I won some money and tried to cashout 1,183.08 EUR. They rejected this and sent me this email asking for verification documents:
"1)Proof of ID. It must reflect:
-your photo
-your name
-your date of birth
-expiration date of the document
Examples: ID, passport, driver's license.
Note that scans and screenshots of the photos are not accepted.
2)Proof of address. It must be no older than 90 days and reflect:
-your name
-address, stated in the profile
-issuance date of the document
Examples: utility bill, bank statement.
3)Proof of payment method:
-please upload a front photo of your bank card used for deposits with the name, expiry date, the first 6 and last 4 digits visible.
4)Bank statement with IBAN and your name visible. "
I provided all these things but again they rejected on the 31st of march saying:
"Your cashout of 1,183.08 EUR has been canceled.
Reason:
Please, uplaod the bank statement which will depict your name and the card digits used for the deposits
Please, upload any document which depicts your name, address and the date of issuance. For example: Utility Bill or Bank Statement, which proves the address (it should not be older than 3 months). "
I spent a lot of time on live chat chatting back and forth with the support staff to work out what was wrong with my last documents so that I could get it right the second time. They asked me to again send documents. Thankfully, on April 6th, after I complied with their requests they sent me this email telling me my account was fully verified:
"Hello MY NAME,
We are glad to inform that your account is fully verified now at SlotWolf Casino.
Thank you for assisting us.
SlotWolf Team "
Despite this, when I went to withdraw again they emailed me on April 7th saying:
"Hi NAME,
Your cashout of 1,183.08 EUR has been canceled.
Reason:
Please upload selfie with id + a note on a checkered/lined piece of paper saying "Hello, and current date" and your right eye winked.
Please note that text on ID and note must be visible and it must be obvious it's your own arm holding an ID and the note.
In order to verify your account, we would like to ask you to upload the following document into your profile (Documents tab):
- Source of Funds document (this is a document (or number of documents), that shows the origin of the funds you`ve transferred into your Casino account. It could be statement from your bank account (for last 3 month), or for example salary statement.
Please, make sure that all the details are clearly seen."
I find this all very frustrating, each time I comply with thier instructions to verify they come up with something else. Often it seems that they are just making things up to delay my withdrawal.
Every week I am emailed a reminder that I have a balance available to play at SlotWolf.
Eventually I started to play again, but I managed to hold myself back from losing it all, luckily in fact my balance is now 2854.08 EUR. I have tried to withdraw and had it cancelled more than 10 times.
More recently they requested a payslip as proof of income (this seems crazy for a one time €150 deposit). I provided this. Then they said actually they needed 3 payslips. I again provided this. Then they changed their idea and said it needs to be 6 months of payslips and bank statements. I can see no need for this as I have proved my address beyond any doubt, as well as my ID and they are more familiar with my payslip history than I am.
Each time I withdraw they change their request, as I said its extremely frustrating.
I also decided to just try withdrawing €150, the amount I deposited. There is no need for them to verify my source of funds to pay this back out to me (as it is the same as my orignal deposit), I just want this money for christmas presents. At this point times are hard and the idea that I may not get this money is causing me a lot of stress. Here is what they said:
"Your cashout of 150 EUR has been canceled.
Reason:
In order to verify your account, we would like to ask you to upload the following document into your profile (Documents tab):
- Source of Funds document (this is a document (or number of documents), that shows the origin of the funds you`ve transferred into your Casino account. It could be statement from your bank account since January 2022."
Please can you step in and intervene thePOGG.
Many thanks.
