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GoWild Casino - Unfairly confiscated 21,725 euro due to contradicting bonus terms

UNRESOLVED
Timo111 Netherlands
posted on May 19, 2017.

I played at Gowild on the 1st of May and made several deposits totaling 1100 euro. On my last deposit, I deposited 200 euro and received a 50 euro bonus. I played with a betsize of 10 euro which is 20% of the bonus and is the maximum amount allowed in their bonus terms.

I got incredibly lucky and won 25.000 euro . After finishing the wagering of 200 times the bonus amount (which should have been 100 times the bonus amount btw) I ended up with a balance of 21725 euro. I made a withdraw and send in my documents straight away.

I already registered a long time ago, but never managed to win anything.

More than a week passed and I didn’t receive any communication at all so I went into Livechat and asked why it was taking so long. Livechat was very rude and did not want to communicate to me in any way why it was taking so long and how much longer I had to wait for my withdrawal to be paid. All they said was that it was a large amount and it would take a longer and I just had to be patient and wait.

Two days later, on 11 May, I received an email stating that my withdrawal would be voided based on the following term which is hidden in the general terms and conditions:

4. Deposits and Withdrawals
4.12. Before any withdrawals are processed, your play will be reviewed for any irregular playing patterns. In the interests of fair gaming, equal, zero or low margin bets or hedge betting, shall all be considered irregular gaming for bonus play-through requirement purposes. Other examples of irregular play for bonus play-through requirement purposes include but are not limited to, placing single bets EQUAL TO or exceeding the limit defined in the terms of the bonus campaigns of the bonus credited to the player account or until such time as the wagering requirements for that bonus have been met. In case of irregular playing we reserve the right to withhold any withdrawals and/or revoke all winnings and bonuses pending investigation and/or the conclusion of any legal proceedings.

I feel like they can’t apply this rule since it directly contradicts the terms as laid out in their bonus terms. In their bonus terms it clearly states:

8. The maximum bet allowed when using a bonus (until wagering requirements are met) is 20% of the bonus amount credited to a player’s bonus balance.

They could have written in their bonus terms and conditions that the maximum bet allowed was LESS than 20% and it would have been absolutely clear. The way it is written now is deceitful.

I feel like they apply this rule simply for the fact that I have won such an amazing amount of money. In their bonus terms it also clearly states what is defined as bonus abuse and I have not broken any of those rules either.

I have already mailed them and asked them to reconsider my case and I have been patient and waited more than a week for a response, but they just ignore me.

I have also made screenshots of the terms that were in place on 1 May. If necessary, I can send these to proof my statements.

Please Askgamblers help me to get my winnings paid. I feel deceived and have lost all my trust in online gambling because of this case.

AskGamblers
posted on May 26, 2017.

AskGamblers Complaints Team have just extended the response time frame with another 96 hours hoping that GoWild Casino management will soon jump in with an update on this complaint.