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GoWild Casino - Fortune spins can't be used

RESOLVED
Complaint Info
Disputed casino GoWild Casino
Reason Other
Posted on August 25, 2020

They won't tell me the reason for them taking away my fortune spins. They blame almost every department they had and it says "If i make a deposit I get fortune spins" I had made deposits, and bought acouple from the store they have. But now I can't use any of them. I just want a explanation to why I got my fortune spins taken from me or for a return is every deposit or spin I bought at their store

Posted on August 27, 2020

Hello,

We have investigated the matter and we can see the following –

The player was flagged by our automated system and excluded from participation in promotions; the player was notified accordingly on 15th of July 2020.

According to the Terms and Conditions that were accepted upon registration:

"We provide bonus offers and promotions to reward valued customers. We operate a zero-tolerance approach to all forms of bonus abuse, and any other kind of fraudulent activity. If we suspect a player is participating in activities which break the rules of the Casino, we reserve the right to exclude the player from any promotions, bonuses or offers"

https:­//w­ww.g­ow­ild.co­m/e­n/t­erm­s-a­nd-­con­ditions

Please note that the Fortune Spinner feature is subject to the Casino General & Bonus Terms and conditions as stated on the website - https:­//w­ww.g­ow­ild.co­m/e­n/f­ort­une­-sp­inner

Prior to the promotional exclusion, we can see that the player purchased 8 Spins on the Fortune Spinner feature, and successfully benefited from these.

In addition, the player did obtain 4 Fortune Spinner Spins after the promotional exclusion; these Spins would have been automatically added by the system, not through the buy-in feature initiated by player. The player would have not been able to benefit from these spins due to the aforementioned promotional exclusion.

Kind regards,

GoWild Team

AskGamblers
Posted on August 27, 2020

Dear @Arejdubb,

The AskGamblers Complaint Team is kindly asking you to update your complaint in a timely manner and confirm if you consider the issue resolved. Please note that, in case you fail to respond within the given timeframe we will consider your case resolved and it will be closed accordingly.

Please keep in mind that as per the AGCCS Terms and Guidelines which you accepted upon registering and using our complaint system, you are obliged to provide the necessary level of assistance and cooperation during the process and providing updates in a timely manner is a must.

Thanks in advance for your cooperation.

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