Wolfy Casino - Račun igrača je blokiran, a sredstva zadržana.

Hi,

I have been playing on Wolfy Casino for 1-2 weeks. I like to play pretty conservative, so I make deposits and turn it once, or a little more. Then I withdraw. This is the way I like to do it to control my gambling.

Following is stated in the T&C, which clearly says that wagering your deposit only once is accepted:

"To make a withdrawal the player must make a deposit and wager min 1 time his deposit. Any Winnings with no deposit bonus can have a max cash out of 50 €."

Today I reveived the folling e-mail from them stating my account has been closed, and referred me to support for futher information.

So I contacted live chat and asked them to give me a reason. They started accusing me for money laundering.

Same thing happened to my brother almost exactly the same time. Sure we do have similar names, and maybe that's gave them a reason to think we are "the same person". We have played from different account, from different IP-adresses, and both of us have completed the verification process, including uploading photo of ID etc.

Hereby I also paste the chat transcript with the live support. They couldn't really define why they accused me for money laundering, just referring to the T&C, which I have not broke at any point:

Chat on wolfycasino.com

Conversation started on : Tuesday, February 22, 2022, at 11:26 (GMT+0)

[11:26] KillKewsa: Hi [11:26] Madison has joined the conversation [11:27] KillKewsa: I got an e-mail about that my account will get closed. [11:27] KillKewsa: First off they didnt give me a reason. Secondly, I still have funds in there that I want to withdraw [11:28] KillKewsa: At least you must let me withdraw my funds. They were deposited without a bonus, and I have the right to get them back. [11:28] Madison has joined the conversation [11:28] Madison: Hi [11:29] Madison: Your account has been suspended in connection with money laundering which we do not tolerate [11:29] KillKewsa: What do you mean money laundering? [11:29] KillKewsa: I have deposited funds from an e-wallet and withdrawn to the same wallet. How on earth can that be money laundering? [11:30] Madison: This was conducted by the security team of the game provider [11:31] KillKewsa: Ok. But you have to let me recieve my funds back, even if you don't allow me to play further at your casino. [11:32] Madison: We have a zero tolerance towards inappropriate play and fraudulent activity. We will seek criminal and contractual sanctions against any person involved in or suspected of involvement in fraud, dishonesty or criminal acts, or collusion or suspected collusion with other persons involved in fraud, dishonesty or criminal acts. This includes, but is not limited to, cheating, game manipulation, attempting to defraud us or other users of the website, payment fraud, payment reversals, use of stolen credit cards, money laundering or other attempts to deposit funds obtained from ill-gotten means. We will withhold all payments to you where your involvement in any of the above acts or activities is suspected and we reserve the right to suspend or close your Account and bar you from further participation in the website. [11:32] KillKewsa: This is not fair. I had around €900 in there, of which €771 was from my last deposit. You can't just steal that money from me! [11:33] KillKewsa: I havent been involved in any criminal acts!!! [11:33] KillKewsa: How can depositing money and withdrawing be a criminal act oe money layndering? [11:33] KillKewsa: That is what you do on a casino, right? Depositing funds, playing, and withdrawing!!!???? [11:37] KillKewsa: And also, please explain to me: What EXACTLY did I do which you count as "money laundering" or "criminal activity"??? [11:40] KillKewsa: How can it be criminalized to play on a casino? That'ss what a casino is for, right? [11:43] KillKewsa: Same thing happened to my brother, he got a mail from you almost exactly the same time as me. Do you thing we are the same person or what is the problem? [11:44] KillKewsa: We have been looking for a casino which seems trustwortyh, and we found Wolfy which had very good reciews. And now THIS happens? Where do those good reviews come from? [11:46] KillKewsa: Sure we have similar names, because we are brothers right? That doesn't give you a reason to assume we are the same person..... [11:46] KillKewsa: And now you suddenly stops replying to me!!??? [11:56] KillKewsa: I require an answer... [11:57] KillKewsa: You just stole €900 from me and won't even give a reason... [11:59] KillKewsa: I can prove via transaction history both on my bank and on my E-wallet that the money I deposited to you is compleyely mine.... [11:59] KillKewsa: How can it be money laundering to deposit my own money and play with?

Dear killkewsa,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise if you have received any winnings from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)?

If there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi,

I have been blaying only blackjack games.

Since my first deposit the 14 february I have deposited and withdrawn 5 times successfully according to these numbers:

Deposit €40

Withdraw €59

Deposit €69

Withdraw €71

Deposit €161

Withdraw €159

Deposit €740

Withdraw €810.50

Deposit €812

Withdraw €782

As you can see, this far I only won around €60 from this casino, so the major part of this money is my own deposits.

After my 6:th deposit of €771 this all happened to me, and I wasn't allowed to withdraw a litte over €900 (which includes both my deposit and winnings).

So essentially they stole my deposited €771. At least they should pay that back, even if they don't want to give me the winning of around €140.

Kind Regards,

Thomas

Thank you very much, killkewsa, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@casino.guru) who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.  

Thank you. I appreciate your effort.

Note that I also can show them proof of that it's my own money I have been playing for, if they would require that.

It can impossibly be considered money laundering if I can show that my own money from my own bank has been deposited to Jeton Wallet, and from there deposited into the casino account...

Instead of them claiming this type of proof they instead stopped replying me. If they suspect and also accuse me for money laundering it should be their duty to claim this type of proof, before considering closing my account and taking my money.

Hello killkewsa.

I am sorry to hear about your troubles.

In this situation, I would like to invite the casino representative into the case.

Please, explain to us what happened and why killkewsa's account was blocked.

I just want to add that I also now have sent bank statements to Wolfy, showing my deposits from my bank to Jeton Wallet. Hoping this will be enough proof for them to help me solve my case.

I recieved an email that my account is unblocked and that I can maje a withdrawal.

withdrawal request is made.

I will report here as soon the money reaxhes my account, after that you can close this one as resolved!

Hi again,

The money has now been paid out to me so you can close this case as resolved!

I thank you very much Casino Guru for taking this time. Also thanks to Wolfy for your cooperation.

Kind Regards,

Thomas

Dear killkewsa,

Thank you for using the Casino Guru complaint resolution center. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.