GoWild Casino - No response to my request of closing account

RESOLVED
posted on November 23, 2015.

I sent an email on Nov 15th to their casino manager and asked him to close my account because I wanted to self-exclude, but I got no response from him even after a week. During the past week, I lost $1585 in their casino again. If they replied to my request or if they had a website where people could self-exclude, i would not have had lost $1585 from their casino again.

posted on November 24, 2015.

Hello,

Thank you for getting in contact. We were sorry to hear about this issue and we would like to clarify the situation.

We would like to mention that the e-mails we get are answered in the shortest time possible, in the order they are received. The account closure request was indeed sent Sunday, 15th, but it takes a while for the e-mails received during the weekend to be answered, due to the amount and diversity of requests.

By the time we reached the e-mail in question, the player has started depositing and playing again, claiming deposit bonuses, requesting free bonuses and speaking with the live-chat support, while never mentioning or expressing the wish to close the account again until today.

Furthermore, upon closer inspection of the previous chats, one of our agents asked the player the reason for his account closure request, to which the player replied that he doesn't like the promotional offers. Afterwards, the agent proposed a customized offer of his liking and the player seemed interested.

During the recent week, from the moment the player started resuming his play, our promotions changed and started offering something different. Since the player claimed those promotions and seemed interested in further offers as well, we considered he had a change of heart regarding the closure due to the amount and diversity of recent promotional offers and compensation bonuses (which was the main reason of the account closure request in the first place).

However, if a permanent account closure is what the player wants, of course we will respect his decision.

Regards,
GoWild CasinoTeam

posted on November 24, 2015.

What a nice excuse for not responding to my request of closing account. You "assumed" this.. You "assumed" that... Why didn't you just reply my email and respond to my clearly stated request?

"We would like to mention that the e-mails we get are answered in the shortest time possible, in the order they are received." It had been a week since I sent you the email.

If you did see my email, "Lost 700 again, please close my account, seriously." You should have assumed that I wanted to close my account because I didn't want to lose any more money and I wanted to stop my urge to play. And I said, "seriously". Even if you were not sure what I meant, you could ask me by replying my email.

"Since the player claimed those promotions and seemed interested in further offers as well, we considered he had a change of heart regarding the closure due to the amount and diversity of recent promotional offers and compensation bonuses (which was the main reason of the account closure request in the first place)." If a player can't stop their urge to play, they play, and why don't they claim promotion offer before they play? And you can see my chat history, I did ask them why their manager didn't respond to my email, and they seemed to have no control over it. So I waited for your response. And it was they who told me to send email to you because they didn't have the authority to close my account.

Also, it seems that you just tried to search "evidence" so that you could make up a better excuse for not responding to my email. And I assume (the word you like to use) that you didn't even look into my account after seeing my email; you just neglected my request. If you had the time to do these tedious thing, why didn't you have time to respond to my email?

posted on November 24, 2015.

After reviewing all other complains of your casino and your responses to them, I know that you won't take responsibility for what you did, and you will never give my money back. Close my account, this is my final request.

For all other current or potential gamblers, I want to say, good luck.

posted on November 25, 2015.

Hello,


Thank you for the feedback.

We are sorry to hear you feel this way, but we will respect your decision, of course.

As per your request, your account has now been locked.


Regards,
GoWild Team

AskGamblers
posted on December 2, 2015.

We are waiting for additional evidence from a player.

posted on December 2, 2015.

I don't have access to the 24/7 chat history and my account is currently locked (as I requested) now. Therefore, there is nothing more I can provide. I did mention self-exclude when I talked with their casino representative who told me to send email to their casino manager.

AskGamblers
posted on December 4, 2015.

After thorough examination of all evidence provided from both parties, we can conclude that casino act according to casino's rule #11. Termination of Account. We would also like to recommend Go Wild casino trying to be more proactive when and if reasonable suspicions arise for possible problem gambling on behalf any of their customers.

In case of a disagreement with our decision we would like to remind player that further assistance on this matter could be requested from the official regulatory body of Go Wild Casino.