Im writing this complaint in grief. I have always tought that Microgaming Casinos are the best in the market and I have always trusted them to be honest and straightforward. But now I got my first experience from a Microgaming casino that seems to intentionally provide misleading information and based on that is confiscating winnings.
So in detail what has happend - I saw somewhere a good review about GoWildCasino, so I decided to try them out. At first I contacted Live Chat to get info about terms, bonuses and everything that would be relevant. ´From Live Chat they told that first deposit bonus is 100% of a sum up to 200€. So I deposited 200€ and had 400€ on my account. Still having Live Chat open for information I started playing Mega Moolah Isis with 25 lines 20 per line bet and credit value 0,05€ - I had a good run I won couple of bonus games and got my balance up to around 7000€. I went to check if I have met bonus requirements with my gameplay and for my surprise I had nothing deducted from wagering requirements. So I went to Live Chat (still open) and asked about that - customer service representative told me that Mega games don`t count torward wagering requirements and I should play some other game, that seemed a bit unconvinient as I usually only play Mega Moolah Isis ( I can prove this by showing my statements from dash, redbet, nedplay, 32red etc.) and with the same bet. So I asked from the rep what she would suggest and she told me that she liked a game called "Riviera Riches". So I started playing it and met my wagering requirements - after that I withdrew some of my winnings and left some for a lucky chance and at the end won a total of 9500€.
After that I was impatiently waiting for my winnings - from Live Chat I got the info that I have to send my credit card, document and bill info by email (standard process usually) - so I did it and waited. After 24 hours I got a bit curios why a casino who advertises fast payouts takes so much for a withdraw to Skrill or VISA and I asked trough Live Chat what was taking so much time, they replied that I have to mail their finance department to find out. So after sending them a reply and getting a anserw that they are still verifying everything I finally got a letter from them:
We would like to inform you that we have denied your withdrawal request.
During your game-play, you have played restricted games while having bonus funds you've received as a part of our welcome package. According to our Bonus Terms & Conditions all progressive games are restricted and must not be played with the bonus money.
You were also informed about this via live chat.
Please note that the initial deposit and bonus have been returned to your casino account. If you wish to play without a bonus please contact us and we will remove it. Should you choose to play with a bonus please contact us after reading the bonus rules found here: http://www.gowildcasino.com/bonus-terms.html
In case you have any further questions or concerns, do not hesitate to contact us.
As I OF COURSE had some concerns as why they have from my point of view STOLEN my 9500€ I wrote to them couple of letters, then I ssaw one complaint in here and sent a letter to [email protected] - who seems to be a contact person in here. I have not got any response from him either.
For me there are couple of main reasons and emailed them to GoWildCasino too - I will copy my letter here:
you can not imagine how dissapointed I am at the moment. I will try to make my
case without getting too emotional. Winning 9500 € is a great thing for me and I hope that you can imagine how your letter is like throwing me off the rooftop. I feel that I have been misled by Live Chat and other small issues, please consider my points:
1. Firstly I chose gowildcasino (GWC) because it was rated positively about withdraw times and customer service quality, but after your email I did some reasearch and saw that this is how things were at the past - lately there have been at least handful of issues like mine at the moment. This is bit off topic, but I write this to give you feedback about why players like me come to try out GWC.
2. Fact that you refer to my Live Chat sessions is good, because I engadged in these just to confirm that I am doing everything right. If you will take out my chat history then you will see that I tried to get all the info possible about GWC, bonuses and anything what would affect me. I was not informed about playing Mega games voiding any chance for withdrawal - when I went back to live chat to ask why my play did not count torward my wagering requirements Live Chat support personell suggested me to play another game to meet the requirements. I asked what game she would recommend and she recommended me a game. So when she was informed about me playing Mega game and still suggested to play another game to meet wagering requirements I will consider this as a approval. Otherwise she could have pointed out that I have voided my credits.
3. Being a player at several Microgaming sites including, but not limited to 32Red and Dash Casino I have never seen this kind of behaviour from Microgaming Casinos (MGC) - it seems like these games are not blocked out for the exact situations like mine. Player knows MGC system - is used to rules and regulation most of MGC use and starts to play without going line after line trough T&C. I know that there are possibilities to limit play with bonus in casino software so it is intentional in my honest opinion.
4. As I deposited 200 € and received 200 € in bonuses and had 400 € in my account - the whole sum is non withdrawable until playtrough requirement is met. So by that standard it seems that at first I play with my own money and then with bonus money, as I never dropped below 200 € I did not used bonus money at all. If it would be othervise then there should be an option to withdraw 200 € and voiding bonus cash, but there are no so option at GWC as it is in some MGC.
To take it all together I must say that I hope that you can find a way to reopen my case and make things right - when you would go over my Live Chat sessions and game history you will understand that it was a misunderstanding coming from misleading info from Live Chat and me not going over T&C line by line. It is not a small sum for me and I would really appreciate if you could make things right without big fuzz. If not then I have to see what are my options to sort out our misunderstanding.
Hoping for positive resolution,
I hope that this site can help me.