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GoWild Casino - Refusing 6500 AUD withdrawal due to unjustified violation of terms

RESOLVED
hamma822 Australia
posted on December 1, 2017.

Last Friday I requested my largest withdrawal to date of $6500 from Gowildcasino. I have been Verified previously and never asked again for verification until now. So when they requested it I knew the book of sly deceitful get out of paying tricks was about to be thrown at me. They verified me and in more than one chat that I prompted in concerns as to why my money was not being released I was assured it would be done any minute now. At around 11 o'clock Tuesday I requested a redraw of 500 dollars with promise that the pending period before release of funds would not be affected. I played the 500 with no wins. A few hours later I jumped back on only to see my withdrawal canceled and 50dollars re embursed to my account. Upon enquiring I was told in one line the payment was void for breach of terms and conditions. I demanded specifics. Nothing was given and every question was deflected with generic preset answers. They said they would re review the decision and have an answer within 48hours. Well after the 48hours and multiple enquiries with the same generic preset answers. An operator in one sentence and nothing more said there was a breach in terms and conditions and the decision was final. I requested an email address to take this further. And they declined to call me and provided no contact details. I requested for specifics into my breach. No answer. I requested my account be unlocked to retrieve my 50 remaining cash balance. No reply after multiple attempts. I am beyond words to describe the treatment I have been dished out and the common courtesy of respect and answers. I will pursue this matter via every available avenue as I believe that this kind of behaviour is regularly displayed and perpetrated upon its paying customers, it is deceitful in its business ways, and in my opinion borders on outright scamming. It is illegal for them to offer their services or provide them to any Australian citizen under new gaming laws that came in this year. It is not illegal for me to play with them though. But for some reason they believe that their terms and conditions are above the sovereignty of this country's laws. I look forward to resolving this issue with you guys.

hamma822 Australia
posted on December 4, 2017.

Id like to add this evidence of the 500dollar redraw request that I made only a few hours before they cancelled my withdrawal which was assured would be getting released quote "any time now" i was hesistant to redraw the 500 with them as i know that they use this to prolong withdrawals. Here i was promised that there would be no such affect.

posted on December 4, 2017.

Hello,

Please be informed that all your winnings were generated from the bonuses you claimed on the 23rd of November, in which everything was clearly communicated to you as well as soon as the audit has been done.

As stated in our Bonus Terms & Conditions:

The maximum bet allowed when playing with any type of bonus still active in your account should be less than 20% of the value of the bonus credited and should not exceed 8 EUR, 8 USD, 8AUD, 8CAD, 80 SEK, 80 NOK (as applicable) per single bet (For example: placing a bet of 8 EUR after claiming an initial bonus of 100 EUR is allowed).

In your case, the maximum bet should have only been less than 4.17 AUD until you have fulfilled the wagering requirements however you placed bets of 5, 5.25, 7, 7.5, 8, 9, 10, 12.5, 13.5 and 21 during the wagering period. You were able to continue playing because of the generated balance from this breach therefore your winnings were voided.


Thank you.
GWCasino Team

hamma822 Australia
posted on December 4, 2017.

This was NOT explained to me and you refused to communicate this too me afterwards. I believe i wagered the bonus girat before betting bigger. Please present the evidence of the gameplay. Also this does noy adress the closure of my account after you refu ded 50 into the account as a cash balance . I would like my money back. This does not adress as to why i was told the payment WAS approved and was to be sent. This doesnt adress the operators promise my payment would not be affected. This also doesnt adress why the same operator who promised me has the same profile picture as askgamblers email operator has, Go wild has multiple times assured me the avatar pictures are infact thier workers. This alone is highly suspicious, ask gamblers claims they are the preset avatars that come with the software platform. Also as a side note why...do you not have systems in place to prevent the bonuses being breached as it is entirely possible. And lastly.....by NOT Having those systems in place....what percentage of your large withdrawal requests are voided under this alone...i dare say it is an intentional design made to shave off a good 40percent of large winnings. Also WHY are you operating in australia still ...90percent of the casinos bailed out. I Will be charging back every deposit possible in the tune of at least 3000dollars for your deceptive business ways . The accuser must present EVIDENCE of the alleged breach. Lets see if you can respond to every question in this post....and not simply choose which one suits you and deflect the others. I recommend no one in aus play here they are a rogue casino and they will not pay big payouts I had no issue with payouts up to a grand many times but on this one they have robbed me of my winnings and then the refund of 50dollars without reason.

AskGamblers
posted on December 5, 2017.

AskGamblers Complaints Team have been provided with valid evidence on behalf the management of GoWild Casino where it is clearly displayed that player has placed bets higher then allowed. Player by these actions breached bonus terms "General Provisions #14":

14. The maximum bet allowed when playing with any type of bonus still active in your account should be less than 20% of the value of the bonus credited and should not exceed 8 EUR, 8 USD, 8AUD, 8CAD, 80 SEK, 80 NOK (as applicable) per single bet (For example: placing a bet of 8 EUR after claiming an initial bonus of 100 EUR is allowed).

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant licensing authority responsible for GoWild Casino.