Slot Wolf - I have a balance in my account and the casino restricted my access
I have a permanent self exclusion with N1 Casino, which is part of the N1 Interactive casinos. So I do not have access to playing on any casino they operate, and I do not receive any emails or promos. However I did receive a promotional text message from Slotwolf Casino so I ended up signing up, depositing 300CAD and now lost access to my account with my funds still there. It has been 8 days no one has responded to my 2 emails or my 3 messages I submit on their form online. I spoke to a support agent on April 4th and since then, no one on their live chat had any details.
Here is a timeline of the events,
April 3rd: I received a promotional text message from SlotWolf Casino saying there is a signing up bonus.
April 4th : I open an account using my email address and phone number they sent the text message to. I start by making a 300 CAD Deposit via iDebit. After the deposit was successful, I submit all my verification documents : License, screenshot of transaction and utility bill. I begin to play and my balance reaches 532 CAD. I stop playing and try to sign in again later during the day, but I get this error message "You have set a Self Exclusion Limit If you have any questions please contact our Support Team." I found it weird so I messaged the support team as you can see in the attached pictures, and was told that I had a self exclusion on another associated website. They ask me to send the banking information so they can send the funds back to me, I comply and give them all the info they asked for. So the chat ended saying the payment department would contact me shortly.
April 6th: After 48h I did not receive any news on my funds, I still do not have access to my account, So I decide to send the support an email because usually they have better answers than the live chat team. To contact the support team you fill out a form on their website and it sends it to them.
April 7th : Still no news or even a reply to my question that was sent using their form, so I decide to instead send them an email directly @to their email : [email protected]
April 8th : No news, no replies. I decide to contact live chat again, he tells me they are processing and to "wait longer". I just asked if I could get clarification on what exactly they are processing since they have all my documents and banking info. The chat ends with the support agent saying "wait longer"
April 14th : Still have not gotten an answer
Here are my 2 issues with this :
1. If I was self excluded from a website that is linked to them, how was I able to create an account, make a deposit and play. On top of it, why are they sending me promotional text messages to sign up in the first place.
2. They said they would return my funds via bank transfer, I always use iDebit because of the low transaction fees and speed. I asked if they could refund using the same method as deposit and they said no. So I have to accept that there will be about 35 CAD fees for the bank wire.
