Ag Awards

GoWild Casino - Unjustified account closure and failure to pay winnings

Complaint Info
Disputed casino GoWild Casino
Reason Account closure
Amount $ 620
Bianca Australia Message
Posted on September 6, 2016

I recently on the 27th of August made a withdrawal of $1,500
I was requested to email in my verification documents which I did
I did reverse a fair bit which bought my total owing amount to $620
And today I have tried logging in to discover my account has been locked due to a manager desition.
Contacted live chat & there's nothing they can do or any information they can give me
I have emailed the manager and finance team countless times with zero response from them at all from the 27th of August
No email to say they are locking my account or why

Posted on September 9, 2016


Thank you for getting in contact and allow us to clarify the situation.

The player's account was initially locked following a security check made by the Finance Department, due to fraudulent patterns found in our system.

When the situation was clarified, the player was informed via e-mail of the breach in our terms and conditions in regards to using altered details to create new accounts. The withdrawal in question was voided, while the deposits used were refunded to the player.

We hope this clarifies everything, yet should there be further questions, feel free to contact us back.

GoWild Casino Team

Posted on September 12, 2016

Dear GoWild Casino,

Please provide evidence that player breached casino's terms and committed a fraud. Aforementioned evidence please send directly to the AskGamblers Complaint Team at suppor­[email protected]­skg­amb­ler­ Thank you in advance.

Posted on September 13, 2016

AskGamblers Complaints Team have been provided with clear and undisputed evidence on behalf GoWild Casino management that player violated their Terms&Conditions and more specifically the quoted rule below by creating at least three different accounts.

"A user is not allowed to register more than one account in the system. This means that only one account is allowed to be registered per person, household, family, household address, email address, credit card number, e-wallet account or shared computer environment (example: a library, workplace, fraternity, university or school). Any attempt to register multiple accounts will be deemed as fraud and will result in the account(s) being suspended and the removal of winning and bonus funds. The Casino may charge settlement fees or hold an additional amount from your cash balance to secure from chargeback and or other forms or fraud."

Based on the above we consider player's complaint as invalid and it is being rejected.

The complaint is now officially closed.

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