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GoWild Casino - Not paying out my withdrawal of €1,900

RESOLVED
Complaint Info
Disputed casino GoWild Casino
Reason Bonus terms violation
juusokung Finland
Posted on September 10, 2020

I registered on GoWild casino and took the welcome bonus, I played the famous normal twin spin that is not against the rules with a 5€ bet and alot of money. Then I kept playing it for a while and saw that it wasn't that good to me anymore, so I changed the game to guns n 'roses and lowered my bet to 3€ and started to climb even more in my balance until the wager amount was finished.

When I had finish my wager, I made a withdrawal. They started instantly to ask for verifications for BANK, passport, residental adress etc. I sent it all and it took several days to get my account verified.

I went to the customer service about 3 times before my withdrawal, and they all told me that I was good to go to make a withdrawal and all my documents were approved by the payment financial department.

Then I go and make my 1900€ withdrawal and now they refuse to pay it (after they have verified my account) and this was the reason:

"Hello Juuso,
We have received your withdrawal request; however, it has been denied by our Audit Team.
Please be advised that during the verification of your withdrawal they have noticed that our Bonus Terms and Conditions were breached.
Please be reminded that: “In order to avoid bonus abuse by building balance while playing with pending Playthrough Requirements (wagering requirements) on 0% contribution games, all players should avoid playing 0% contribution games while having an active bonus. If players fail to comply with these terms, we reserve the right to void any winnings generated, should you play on any 0% contribution games before fulfilling the Playthrough Requirements (wagering requirements).”
According to our Terms and Conditions your winnings have been voided and your deposit that generated the aforementioned win has been returned to your balance.
Please find time to also visit our Bonus and General Terms & Conditions to avoid any inconvenience in the future."

After this e-mail I contacted the customer support again and they told me that Reactoonz contributation was 0% but that doesn't say that you are not allowed to play it.. I started my deposit with 15 spins of reactoonz and had 0 winnings on it and then switched to Twin Spin. There say's nothing in their bonus terms that you are not allowed to played Reactoonz while you have bonus money.

This is just completly bullshit.

Posted on September 14, 2020

Hello,

Our team has investigated the matter and we can see that the withdrawal was denied due to a breach of terms and conditions – Game play with active bonus in a 0% contribution game Reactoonz. The customer was informed accordingly.

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

Section General Provisions -> Playthrough requirements, clause 10.

In addition, on the terms and conditions page, all games have been listed in the contribution table including the respective contribution percentages. Please see screenshot attached.

We understand that this might not have been the best experience for the player, however we’d like to remind that the Brand’s terms and conditions are in full accordance with our regulator and meeting the industry standards.

Kind regards,

GoWild Team

AskGamblers
Posted on September 14, 2020

Dear all,

Following a careful review and consideration of all the information, details and/or proof presented by the parties during the complaint process, the AskGamblers Complaint Team reached the conclusion that GoWild Casino management acted in accordance with their Terms and Conditions.

Based on the abovementioned information, the AskGamblers Complaint Team considers this case resolved and it is now officially closed. While we understand this might not be the outcome expected by the complainant, we would like to remind you that, in case of a disagreement with our decision, further assistance on the matter could be requested from the relevant regulatory body and/or appointed ADR entity.

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