Ag Awards

GoWild Casino - Stall tactics & misleading/false info about flushing

Complaint Info
Disputed casino GoWild Casino
Reason Other
Posted on May 16, 2014

Firstly, I fully acknowledge that i played a massive part in this mess, but its damaged more than just the withdrawal amount I requested.

I had my biggest Win ever to date at any online casino at GoWild Casino on Sunday and (at the time) very excitedly requested a $18,000.00 AUD withdrawal.

I went onto chat and asked what documents were needed and since I read here & elsewhere that manual flushing was available asked the operator to do so, I was congratulated and told this was all possible all I had to do was send in photo id and a utility bill to the finance department. - I did.

Now this is the make or break moment for me, I am very bad when I have access to my "withdrawal" and cant help myself, but Im very aware of this and I plan for it every time so there's no non deposited (still in my bank) money at risk. When I cant do a manual flush (basically everywhere else), I transfer any money I have in my bank to a different account where I cant touch it - in case I go through my withdrawal amount and then start re-depositing.

So i wait about 3 hours for a reply, I don't receive anything and decide to come onto AskGamblers again to see if there's anything I should watch out for. This is where I come across the part in the review where it states that unlike the majority of other casinos GoWIld does not use any unprofessional stalling tactics - I was grinning from ear to ear after reading that, that I wanted to write up a +ve review for them right away but then the thought of spending some cash took over (and here we are).

Thinking the above I decide I wont touch the money thats already in process of being withdrawn from GoWIld but use it as my "keep safe dont touch money" instead of transferring the money in my bank to another account to keep safe - hassle to do and two day wait to get back.

Long story short I emptied my savings ($6.5k), blew my mortgage payments, money I was returning to a friend and money for a new computer. I gambled else where and re-deposited in GoWIld, shouted my friends drinks that night - I just blew it all, I didnt care because of money that I assumed would already be unavailable and on its way to me.

Over 24hours had passed since my email to finance department and the money is still available for me to reverse - as I said im bad and cant help myself - first a little then more and more until $18k gone.

It went from total happiness to total devistation - Im distraught. I have to tell the bank that I cant make my mortgage payment - a payment that I already have received warning calls about - their false flush tactic could cost me my home!I already promised my friend money he lent me back (that was already in my bank) - now he cant pay the builders at his home.

I know I totally stuffed up myself, but I was never given the chance to go through my protection process. Why do they advertise they offer flushing when they dont or only if you say some magic word? It seems as though their live chat operators are going along with the lie too, not once was i told i cant do a manual flush. AND to top it all off when they did finally get back to me 33 Hours later, I find that the chat operator didnt include one requied document when advising me. I mean lets be honest, after repeating the same process to many customers, it cant be something simply forgotten but rather trained to "forget" to stall.

The finance department told me that i also need to supply a copy of my credit card used for deposit - which would have been fair - but to offer flushing (which resulted in me not protecting me from my dumb self), then to sit on it for 33 hours and to come back and say more docs are required while leaving my winnings accessible - that is what I call unprofessional stall tactics.

Like I said I'm at fault too, im an idiot to be honest but GoWild...really really low tactics - im not a rich man that has secret funds somewhere - why not just be honest from the start so I know what i need to protect.

Ruined my win, my trust and pretty much my life - oh and its my Mrs bday next week, i gave some crazy promises after that win - thanks for the roller coaster ride GoWIld

Posted on March 4, 2014

Dear SlappingAway,

Thank you for your feedback; I will try to answer to your questions and concerns as best as possible.

GoWild Practices fair gaming, with an emphasis on customer care and player satisfaction. We do, however, obey by our procedures and terms and conditions for the safety of the casino and the players.

I can see that you were able to experience the rush feeling of having this kind of win and I hope that after doing it once you can repeat this again in the near future.

In regards to your concern, please keep in mind that all withdrawal requests have a pending time of forty eight (48) hours after the time of the request: http:/­/ww­w.g­owi­ldc­asi­no.c­om­/en­/ba­nking

Due to the nature of the business, the 48 hours are business hours, as our Finance department does not work during weekends. Sometimes withdrawals might take up to 5-7 working days depending on the payment methods, and when a withdrawal request has been placed.

As a relatively new player to the casino, your first withdrawal sometimes can take a bit longer as some documentation may still be needed in order to secure both the player and the casino. Once the documentation is in, the withdrawal process is smooth, fast and, once you reach our VIP level, even faster.

The common practice of flushing is something that our casino generally allows, with a request by email to our Finance department. On various conditions, flushing the winnings may be delayed if the account still needs to be verified and the documents are not in place. Bigger amounts may also delay the ability to flush, because our Risk and Finance department has to make sure that the bets and the payout are correct.

After reviewing the account, I see that the last communication email from Finance was a request to get an hold of the front and back picture of the MC which was not answered. Because the account verification was not complete, we were unable to move forward with the winnings.

At the end of the day it’s the player’s responsibility as an adult to wait for the process to be completed. Once reversing your winnings, a player knowingly takes a chance of the risk of losing or winning even more.

I would like to wish you best of luck in your gaming experience with us in the near future.

For any future questions and concerns, please email us at manage­[email protected]­owi­ldg­ami­ and one of our managers will answer you back in a timely manner.

GoWild Management team

Posted on March 10, 2014

AskGamblers Complaints Team have been informed by GoWild Casino management that this complaint is solved!

Dear @SlappingAway,

Please confirm if the issue has been resolved. Please be in aware in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on March 18, 2014

Unfortunately, player failed to provide adequate feedback within the given 96-hours time frame for response. As per the AskGamblers Casino Complaints Service terms and guidelines, player is supposed to provide updates on their issues in a timely and responsible manner, something that player did not do regrettably.

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now.

Sign up for +100 No Deposit Spins!

This offer is not applicable to residents of Great Britain.

By subscribing you are certifying that you have reviewed and accepted our updated Privacy and Cookie Policy