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GoWild Casino - Unfairly Denied Winnings

REJECTED
DonnaLemon South Australia Message
Posted on November 9, 2018

On the 2nd November I deposited $80 into my online account and played several games from about 9pm to 2am.

I won an amount of $5,000 and withdrew $4,500 but then I played a further $1,000 and withdrew $3,500 which was to be transferred via bank transfer and I had provided a copy of my bank statement assuming that I would be paid out what I had won.

My winnings were accumulated over the period of several hours and I received those winnings off the back of playing several different games including jackpot games, betting up to $12.50 per bet at times and the credits increased dramatically awarding me $5,000 in total which I withdrew $3,500 after playing back $1,500 on the same night.

I requested a withdrawal of $3,500 and provided my bank statement then emailed GW Casino asking roughly how long the bank transfer is likely to take.

After I had requested a withdrawal, I emailed GW Casino asking how I redeem my bonus and free spins that they emailed me I had access to.

I then received a response from GW Casino advising me that the auditors have checked my history and it would seem that I have in fact breached their bonus terms and conditions. They had the right to withhold my winnings but as a gesture of goodwill they would credit my online account with $80 which i originally deposited plus $20 which needed to be wagered 30 times in order to cash in my winnings.

I emailed GW Casino back and asked them if they were going to give me my $3,500 winnings and explained that my winnings were not won on a bonus or through free spins, they were won over the period of several hours.

I checked my account and it had been closed.

I then emailed GW Casino asking for clarification as to why my account was closed and told them how dissapointed I was that this has happened. I received no response. I tried logging into my account and realised that they reopened my account and I continue to receive emails that I have free spins in my account.

They want me to spend more money but they won't pay me what I won fairly.

I have been a member of the GW Casino for a number of years and in March this year, won $10,000 which I provided my bank details for and was paid this amount without issue.

I really hope this is resolved because I have spent in excess of $10,000 on this site.

I have screen shot all my evidence including the emails I sent back and forth to them which I will email to the email you have provided to me as I can't attach it to this complaint.

Thanks in advance.

Donna < surname removed >

AskGamblers
Posted on July 9, 2019

This complaint has been reopened as per GoWild Casino request and AskGamblers Complaints Team would like to give it one more try and help both parties involved into the dispute reaching to a satisfactory resolution.

AskGamblers
Posted on July 9, 2019

During the course of the complaints process it became clear that this particular complaint was submitted against wrong casino brand. Unfortunately, the casino against which you filed a complaint (GWCasino) has not been reviewed and presented yet at AskGamblers. We tried in the past to provide our customers with a complaints service against operators whom we are not working with, but it really did not produce any positive results.

AskGamblers Complaints Team has no other choice but to Reject the case and recommend the player that further assistance on the matter could be requested from the relevant regulatory body responsible for the affected operator's license.

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