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Hi wolf_complainer - welcome to ThePOGG.com!

Please ensure you have read our <a href="https://thepogg.com/how-to-report-complain-about-an-online-casino/">Complaint Guidance</a> to ensure that you 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.

To put this matter into some context:

- You have made what would be considered a very large deposit.

- You are submitting a request for a very large withdrawal.

- You have submitted documents during the verification process that are non-standard in nature and appear to have had sections hand written, raising questions about their authenticity.

- You are resident in a jurisdiction that is currently subject to significant international sanctions.

While we understand your frustrations, you are being asked to comply with a Source of Wealth check. Where certain activity flags are raised on an account the operator will be legally required to confirm how you became the legal owner of the funds in the account used to deposit to your casino account. We may be able to assist you in getting paid, but not before you have complied with the operator's requests.

Once you have provided the requested documentation let us know and we'll follow-up with the operator about this matter.

Thanks,

ThePOGG

In response to your points:

1 - Q) You have made what would be considered a very large deposit.
1 - Ans) Is €150 a large deposit? It seems like a completely normal amount to pay. About as much as my weekly grocery shopping, or a meal out for two at a nice restaurant.


2 - Q) You are submitting a request for a very large withdrawal.
2 - Ans)  I have changed my withdrawal size to just €150 now. I just want to withdraw this smaller amount first so that I can pay for my christmas gifts.


3 - Q) You have submitted documents during the verification process that are non-standard in nature and appear to have had sections hand written, raising questions about their authenticity.
3 - Ans) I don't know what this is referring to. The only hand written documents are the ones expressly requested by the casino, which I went to great length to provide.


4 - Q) You are resident in a jurisdiction that is currently subject to significant international sanctions.
4 - A) What does this mean? I am in Ireland. Not a country under any kind of sanctions that I am aware of?


I have already provided the requested documentation 3 times. Each time they just ask for more. They are now asking for 6 months of my payslips and also 6 months of my bank statements to go with this. To mortgage a house in Ireland it is only 3 months bank statements that are needed, and this is for a loan of several hundred thousand euros. Why do they need this? I have already provided photos of my card, selfies with ID, multiple proofs of address and also 3 months of payslips. Are you suggesting that they need to see 6 months of my bank statemnet and 3 more months of my payslips for the €150 deposit?

To ThePogg, please can you be clear about what you want me to do to move forward with this complaint.

Hi wolf_complainer,

You need to comply with the request. Whether or not you view this as appropriate is not the issue at hand. Comply with the request and we can assist you further. Don't and unfortunately we will not be able to do anything to help you.

Thanks,

ThePOGG

Ok I will comply with their request. But I will censor out any private information.

6 months of bank statements is a far far far overeach that I am not comfortable with.

Thanks for your assistance so far. I have no doubts that they will complain once again that this is not enough and refuse to payout, we will find out shortly.

Hi wolf_complainer,

We would advise against doing that. If you redact the documents to obscure where payments are coming from then it will not be possible to establish the source of the funds in your account and as such you will not pass a Source of Wealth check, the purpose of which is to establish how you came to be the legal owner of the funds in the account.

It is your choice, but if the verification is failed on this ground there will be nothing we can do to support you.

Thanks,

ThePOGG

I don't understand why a source of wealth check is necessary or allowed for €150 euros of deposits? Can you confirm that you understand that the total I have depsoited into this casino is only €150 and that you think it is acceptable for them to ask of me 6 months of bank statements and payslips?

Hi wolf_complainer,

We are entirely clear that you have only deposited €150. Source of Wealth checks can be triggered for a variety of reasons, not all related to deposit amount. As stated you need to comply with this check before we can do anything further to support you.

Thanks,

ThePOGG

Hi wolf_complainer,

Have you complied with the relevant verification requests?

Thanks,

ThePOGG

Hi wolf_complainer,

I'm following-up on the above?

Thanks,

ThePOGG

Hi wolf_complainer,

If we haven't heard from you by Friday the 13th of January we will assume you no longer need our assistance and close this complaint.

Thanks,

ThePOGG

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.

SlotWolf - asking for more and more and more documents and I am not comfortable with it

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