Go Wild Casino - Withdrawal of 5500 not paid

RESOLVED
posted on March 13, 2011.

I played at Go Wild for several times already and in the past my deposits are always around 1000 and each time I was betting around 20 dollars a spin on slots. For the first 2 withdrawals everything went fine. I lost some and I win some. The winnings on previous withdrawals are within 1000. One day, I deposited 1000 and received a bonus of 400. I was betting 20 dollars a hand through my game play and at one point my balance dropped to pretty low, I think around 100-200. I didn't change my betsize and keep betting 20 as normal. I hit something and brought my balance back up to 5000-6000 or so. I keep spinning and lose some and win some. Finally, I went to cashout and I received a email from GO wild casino saying that my withdrawal is declined and will not be processed. Here is their email:

We trust all is well. Please accept our apologies for a delay in our reply.

The reason why it took us more time than usual to verify your withdrawal is that we noticed certain irregularities in your game play. It has come to our attention that you were wagering, during your play, more than 20% of your total balance, which is considered as a promotion abuse and violation of our terms and conditions.

Please note that it is stated in our terms of use that GoWild Casino deems promotion abuse to include but not to be limited to any of the following:

C. Purchasing and playing slots to maximize the opening match slot offer, and then switch to play non-slot games and using abusive wagering tactics/systems (e.g. placing large wagers on the sum of more than 20% of their total balance). This abuse allows players to use bonus credits earned with slot play to use on or hedge against wagering losses on their non-slot game play. Therefore we could not approve your withdrawal request.

Kindly note that your winnings and your bonus have been voided, your initial deposit has been refunded back to your Click2Pay account.

In order to prevent any misunderstandings in the future, we urge you to carefully read our terms and conditions.

Thank you for your understanding in this matter. Should you have any questions, please do not hesitate to contact us.

My reply was:

Hi there, Thanks for your email.

I think you have made a mistake in my case. Please read through my email thoroughly.

I understand what your point is making. But as I wagered through the bonus, which is starting at 400. So I have 1000 deposit and 400 bonus. As I wagered through the bonus balance will decrease, as you can see at the system. Because as I wager each 10 dollars will be decrease from the bonus balance. Hence, in your email you have stated that I have a bonus balance of 69. As the bonus balance continue to drease until 0 which means I have fulfill the wagering requirements. As the bonus reach 10 dollars. I will not be able to bet 2 dollars. Which doesn't make sense, because I was betting 20 through the wager of the bonus. I hope you understand the point that I am trying to make.

For example, when the bonus balance is 1 dollar, I can't bet more then 0.2 cents per spin. At the bonus balance of 0.5 cents I can't bet more then 1 cents.

Another example is when I started losing with my starting balance of 1400. which is 1000 deposit and 400 bonus. my whole balance decreased from 1400 to 10 dollars betting 20 a spin. It isn't possible for me to bet more then 2 dollars. And as my balance decrease to 1 dollar I can't bet more then 0.2 cents. Which doesn't make sense at all if you understand what I am trying to say. As In my case.. I was playing with 20 dollars throughout it is impossible for me to adjust my bet size as my balance is increase for every dollar or decreasing for every dollar. because the balance keeps changing. I started with 1400 within my balance and 20 per bet is only a bit over 1% of my total balance. I hope that you can think about what I have said and re-review my case and make a decision. Thanks. Another email that was sent to them is I understand what you have said. But it is impossible for me to not bet 20% of my balance. Because I started with 1400, and as I bet with 20, my balance will keep decreasing. Say from 1400 to 80. So I lost 1320. I would not then not be able to bet. So It does not make sense at all. In what you have stated, I am not suppose to wager more than 20% of my balance which is considered to be a promotion abuse. Think of this situation. I deposited 1000, get 400 bonus. I started with 1400. I play slots at 20 a spin. (Not consider a promotion abuse because less than 20% of my balance) When you keep playing your balance will increase or decrease.

1. I keep winning and my balance never drops. (Great! this is not consider abuse, because I keep winning)

2. I won 1000 and have a balance of 2400. But the wagering is not finish. So I keep betting 20. (Not promotion abuse because I bet less than 20% of my balance.) I then keep playing, but I keep losing so I balance drops from 2400 to 80. So I have 80 dollars left in my account. The next spin of couse will be 20 dollars still because that's what I have been using from start to end. So I keep my spin at 20 dollars. And I won. Back to 300. (that is consider abuse?­???­???­???­???­????? because I bet more than 20% of my balance.)

3. I started with 1400. and Started to lose a the start and I keep spinning at 20 dollars. I drop to 50 dollars. So I have to adjust my bet to 10 dollars a spin. I then keep losing. I drop to 48 dollars. I bet 10 dollars a spin. WILL THAT BE CONSIDER ABUSE? because 20% of 48 dollars is 9.6 dollars a spin. The next spin I lose again. My balance drops to 45.5 balance. I then have to bet 9.1 dollars a spin????????? then my balance drops to say 23.45 I then have to bet 4.69 a spin? As my balance drops to 2 dollars, I have to bet 0.4 a spin. As my balance drops to 1.9 dollars I have to bet 0.38 a spin. As my balance drops to 1.24, I have to bet 0.248 a spin? In this situation even if i bet 0.25, I am promotion abuse because 0.25 is more than 20% of 1.24? What if my balance drops to 0.03? I have to bet less than 0.006 a spin to avoid promotion abuse? How am I going to do that? The lowest bet is 0.01 a spin.

I wish you can review the situation that I have described to you to use with my case. Because this rule does not make sense at all. As I have no intention in abusing the bonuses that you have given me. From the day that I have signed up, I have been betting 20 dollars a spin till this date and this has never changed.

They do not understand the fact that it is never possible to complie with their terms because in one point when you are losing you will be affected by that rule.

posted on March 14, 2011.

Mr. Tsang has made 3 bets of 20% or more of his total balance - he actually violated the Terms in the technical way.



Whenever our Fraud department checks the withdrawal, they take the whole period in consideration (the moment of claiming the bonus/the moment of meeting the play-through); in this case they've found 2 solid reasons to reject this withdrawal:



- clear violation of our Terms and Conditions (betting the 20% or more of his total balance)

- bonus abusive game-play (bet high-win big/bet low-cut loses)



It is stated in our Terms&Conditions:

GoWild Casino deems promotion abuse to include but not to be limited to any of the following:
C. Purchasing and playing slots to maximize the opening match slot offer, and then switch to play non-slot games and using abusive wagering tactics/systems (e.g. placing large wagers on the sum of more than 20% of their total balance). This abuse allows players to use bonus credits earned with slot play to use on or hedge against wagering losses on their non-slot game play.



E. Betting the entire or the majority of your account balance, where that balance is made up of bonus balance (entirely or partially)



In case he only violated our Terms & Conditions, his account would not have been flagged as Bonus Abusing. However, the casino manager's decision is to exclude this player from future promotions.



If a player bets $1 while the balance is $5, it would not be considered abusive, in case he did not maximize this or one of the previous promotions. However, in case a player is trying to maximize every promotion (which is Mr. Tsang's case) and abuse it by "E. Betting the entire or the majority of your account balance, where that balance is made up of bonus balance (entirely or partially)" - yes it would be and is considered as promo abuse.



His initial deposit was refunded as per our Terms and Conditions.



Kind regards,



GoWild Casino

Finance Department

posted on March 14, 2011.

Hi Go Wild Casino.



Mr. Tsang has made 3 bets of 20% or more of his total balance - he actually violated the Terms in the technical way.



I started with 1400 in my balance. i was betting 20 on slots throughout my game play. 20 of 1400 not 20% or more. If you said that I had violated this term. What if my balance drops below 0.02? How do I clear out my balance if I only have 0.02 in my account? If I bet 0.01 which is in coin size 0.01 and only bet one line. I would be betting 50% of my total balance.



clear violation of our Terms and Conditions (betting the 20% or more of his total balance



I have never bet higher than 20 throughout my game play. I started with 1400 and I was betting 20 throughout. I kept losing and my balance reached below 100, but I still kept my bet and hit the freespins.



bonus abusive game-play (bet high-win big/bet low-cut loses)



I did not BET-high-win big. I was betting 20 dollars throughout my game play. I think it is pretty reasonable to bet 20 out of 1400 that I had in my account. The reason that I won big is because the feature paid big. If you don't like people winning a big payout from a small bet you can exclude slots from wager and progressive or other high paying games.


I did not bet low-cut loses. I was still playing with 10-15 dollars a spin through my wagers.



C. Purchasing and playing slots to maximize the opening match slot offer, and then switch to play non-slot games and using abusive wagering tactics/systems (e.g. placing large wagers on the sum of more than 20% of their total balance). This abuse allows players to use bonus credits earned with slot play to use on or hedge against wagering losses on their non-slot game play



1. This is not the opening match slot offer. I have deposited many times already. I can tell with you stating that, it means that you have not look into my case clearly and stating things that are not real. You are just copy and pasting things from your terms that does not make sense.


2. I did not switch to play non-slot games ( I ONLY PLAY SLOTS) Please stop stating false information.



This abuse allows players to use bonus credits earned with slot play to use on or hedge against wagering losses on their non-slot game play



I SAID I DID NOT PLAY NON-SLOT GAME. I only played slots!



E. Betting the entire or the majority of your account balance, where that balance is made up of bonus balance (entirely or partially)



How did I bet my entire or majority of my account balance? where is made up of bonus balance? I must insist again. I was betting 20 out of 1400 that I had in my account. 20% of 1400 is 280 not 20. There is a huge difference from betting 280 then 20.



However, the casino manager's decision is to exclude this player from future promotions.



I don't even want the promotions that your casino offers anymore. What I want is my withdrawal of 5500 paid back to me.


I hope AskGambler's staff could come in and give their opinion on the situation because I think that I have done nothing wrong in my case.

AskGamblers
posted on March 18, 2011.

We are in touch with casino representative and will get back to you as soon as we got more information about this case.

posted on March 22, 2011.

The player admitted he did not play by the rules.


The MG system itself block such misuse of bouses and players are familiar with that. the system it self do not allot player to gamble more then 20% of balance when playing with bonuses and this is why this term is mentioned in the bonus terms.


This is done automatically and apply in all MG casinos as well as 32red


http:/­/ww­w.3­2re­d.c­om/­pro­mot­ion­s/w­elc­ome­-bo­nus­-te­rms.html (6.25 maximum stake)


This is actually mention because in some games this is not done automatically specially in the multi hand games which most similar issues happen with.




 

posted on March 22, 2011.

I did not admit that I did not follow the rules.

I started with 1400 in my balance. i was betting 20 on slots throughout my game play. 20 of 1400 not 20% or more. If you said that I had violated this term. What if my balance drops below 0.02? How do I clear out my balance if I only have 0.02 in my account? If I bet 0.01 which is in coin size 0.01 and only bet one line. I would be betting 50% of my total balance.

"The MG system itself block such misuse of bouses and players are familiar with that. the system it self do not allot player to gamble more then 20% of balance when playing with bonuses and this is why this term is mentioned in the bonus terms."

I started with 1400 in my balance. i was betting 20 on slots throughout my game play. 20 of 1400 not 20% or more. If you said that I had violated this term. What if my balance drops below 0.02? How do I clear out my balance if I only have 0.02 in my account? If I bet 0.01 which is in coin size 0.01 and only bet one line. I would be betting 50% of my total balance.

"This is done automatically and apply in all MG casinos as well as 32red

http:/­/ww­w.3­2re­d.c­om/­pro­mot­ion­s/w­elc­ome­-bo­nus­-te­rms.html (6.25 maximum stake)"

For 32red, they mentioned that there's a 6.25 maximum bet. That's fine with me. Because 6.25 is a SET amount. I can bet 6.25 even when I have 12 in my account. But 6.25 of the balance 12 is more than 50%. Within your terms, you didn't state the SET amount.

Inside your terms, you mentioned 20% of total balance which is my total balance of 1400. 20% of 1400 is 280. I was betting 20 dollar a spin on slots. Not 280 a spin.

"This is actually mention because in some games this is not done automatically specially in the multi hand games which most similar issues happen with."

I don't know how many times I have to tell you, I have playing SLOTS. I wasn't playing a muti-hand table game where I was betting 280 a hand on 5 spots. I was playing with a MAXIMUM of 20 dollars a spin on SLOTS.

Dear AskGambler support staff,

Can you please help me explain to GoWild casino, their staff don't seem to understand or care about the case as their response seems to be generic. They also seems like they haven't looked into the case and understand the situation before commenting on it.

I have explained to them more than 8 times on how "I started with 1400 in my balance. i was betting 20 on slots throughout my game play. 20 of 1400 not 20% or more. If you said that I had violated this term. What if my balance drops below 0.02? How do I clear out my balance if I only have 0.02 in my account? If I bet 0.01 which is in coin size 0.01 and only bet one line. I would be betting 50% of my total balance"

I don't mean to disrespect the casino and staff, I just feel very frustrated because they don't seems understand that their rules doesn't make sense at all. And the fact that they keep pasting terms without understanding my case.

Thank you so much for your help.

posted on March 22, 2011.

Hi,


GoWild Casino is processing hundreds of payments everyday. Each payment goes through few stages of automatic and manual security and fraud verifications by our fraud department. even though this has never happened before human mistake could have happen. The casino management have decided to reopen this case and recheck your gameplay if it turns that no terms were violated, you will be paid fully and be compensated.

posted on March 22, 2011.

Thanks for taking the time for reviewing my case.

Yes, I understand that there are hundred of cases each day, that's why I insisted management on re-checking the case because I know that many of the staffs may not truly understand the rules and they might just paste terms without understanding the case.

Thanks for your time.

I will wait for the outcome of your review.

posted on March 28, 2011.

No response yet from Go Wild Casino.

posted on March 29, 2011.

Hi,

GoWild management has reviewed player's gameplay as well as his account and decided to process the winnings.

Terms and Conditions will be updated in favor of being more user-friendly and clear for all future references.

Regards,

GoWild

posted on March 30, 2011.

Thank you Ask Gambler and staff.


I don't think I will every be able to receive my payment without the power of your site.


Although I have done nothing wrong, I don't believe the casino will listen or pay attention to my case without your site.


Form now on, I will only be using your site's link to sign up to casino and tell me friends to sign up using your links too!


THanks so much!