Complaint #123 GoWild Casino

Unfairly Denied Winnings

By DonnaLemon

7 years ago

Message on forum

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 >

Disputed Casino GoWild Casino

Reason Bonus terms violation

Amount $3500

Discussion

AskGamblers

• Support Team

1 year ago

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.

AskGamblers

• Support Team

6 years ago

AskGamblers

• Support Team

6 years ago

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.

GoWild Casino Complaint Stats

Resolved 33 / 35

Avg. Amount $2,101

Avg. Complaint Duration 13 days

Avg. Response Time 2 days

GoWild Casino Complaints

See all complaints for this casino

Not paying out my withdrawal of €1,900

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.

Resolved

Fortune spins can't be used

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

Resolved

Payments team will not contact me back

Hi

I won 4200 $ on June 12 2020 at Go Wild casino.
All my verification documents were uploaded that week.

On June 16 2020 they requested a self picture of me holding my identification and a proof of address, written gowild on it,
and the current date.

I provided them those documents a week later.

Since then I have had no communication with their payments team , I emailed them 2 times, I also went on chat 3 times and no one can help me.
Customer support only says , wait till they reply !

But it's been close too a month now and no one replies ? Come on !

I believe this complaint is the only way to get communication with their team. Please help !

Thanks

Resolved

$4,200

Won't pay a €7,500 withdrawal

On May 22, 2020, I applied for a total payment of 7520.91 euros. To date, no payment has been made. New documents are constantly requested every 48-72 hours. The casino tries in this way that the player cancels the withdrawal. So far, photo with ID and date in hand confirmation of residence (all notarized) have been requested. Account statements from the last 3 months although I have only been registered for 2 months. Neteller account statements in PDf format.
I have delivered everything!
The live chat is said to be unable to view the current status of verification and payment. Emails are only answered every 48-72 hours. Either the casino is broke or that is a common trick in this casino! I can only warn everyone against playing in this casino! The problems start with a withdrawal. The office is not based in Malta but in Bucharest! I was in Malta myself because I wanted to clarify the matter personally. Only the mailbox is in Malta! It is astonishing that a casino with such business conduct is in possession of an MGA license! Sorry for the bad english! Google Translator ;)

Resolved

€7,521

Not verifying account and not paying money

Dear Ask gamblers,

I signed up to go wild casino about 2 week ago. I am diposited 195DOLLAR Diposite and winning amount total amount 340 DOLLAR I Request to cashout money I was told I needed to send docs. I sent everything they asked for and said it would be no longer than 72 hours. I waited well over that and nothing happened 8 days I am wait. Every time I cintact them they just keep saying they will escalate it. And I am requesting for details of my issues Live chat supporters then his always sending me other answers example iam send screen shot in ATTACH FILES. I just want my account verified and paid out. Please help, thanks.

Resolved

$340

Complicated verification process and delayed payment

Hello,
I've had an email from gowild for a casino bonus, deposited and finished wagering with 6500€ left in my account. I have submitted many documents for verification and they keep asking for more documents. I have been to the notary office twice and to the bank twice to get some sort of bank confirmed statement. Now they are having problems with me submitting a notarized bank statement that is from a different month then the first statement I've sent for verification.
Now I run a restaurant which I have to keep closed to do this running around for a casino winning that should be paid out with no problems. No terms were broken and everything is fine on my account. Who is going to pay for the massive losses that I am suffering because of this casino???
I asked around and a female friend of mine told me she submitted 12!!!! documents, all approved but they still wanted more untill she just gave up. They owe her 6000€. Someone has to stop this company! They can ask for documents untill I loose more then my winnings amount to!

Rejected

€6,500

Withdrawal of $1,000 denied unjustly

Hi,

I have been playing at GW casino for ages now as it’s one of the better ones allowed in my country. I have played at other casinos and withdrawn money and verified my account without issue and in a timely manner.

I won $1000 recently at GW and requested a withdrawal, they asked me to email/upload my identification which I did, three emails I sent and uploaded to their website which for a decent online casino I would’ve of expected a better software.

I understood that verification can be upto 48 hours and waited, I spoke with their 24/7 live chat and many times was told different things by the operators the main one was “this isn’t something I have access or can find out for you, please email the payments team” or generic replies. Once I was told that it was because they run in GMT time I said “that’s fine but 48 hours is still 48 hours everywhere”.

I spoke to an operator just on the 48 hour mark i spoke to another operator who said that another photo of my bank card ending in 5865 was needed as the others were blurry I checked the photos I submitted and they were clear to me but I re-took the photos and sent them through.

Around the 65 hour mark I spoke to another operator to be told that this is “our of their hands again”

So I wake up this morning around 72 hours later to receive the expected, “your withdrawal has been returned to your casino account due to incomplete information provided”.

And guess what they want a photo of a bank card to a bank account I no longer use with a bank that I stopped banking with last year.

So of course I go on live chat to find out why this is needed as it’s not the card a I used for any deposit this year. To be met with responses such as “that information is not stated” and “I cannot give you any information regarding why this is needed”

They’ve asked me to email payments this information and guess what? The payments team works Monday-Friday only in buisness hours so I will not get any response for 48 business hours. It being Saturday in my country this was great news.

I stated I do not have the card anymore. To be told I need to provide bank statements from July to October last year for this card.

I asked what transactions they were looking for as I don’t think it’s any of their business what else I spend my money on.

Only to be told once again that they “do not have that information in their department”

So no I have to either send through my personal information from an old bank account and wait a ridiculous amount of time to head back from payments who only work business hours for an online casino that operates 24/7!!

I asked to speak to a manager and of course she’s in a business meeting at 7:14pm on a Friday GMT time.

But she “left a note on her desk, to contact me back”

I find this absolutely ridiculous and would really like some help. I’ve screen shot every conversation.

But I feel like this will be a long and painful process. Please avoid this casino.

Rejected

$1,000

Delayed $1,300 withdrawal

Hi there to all askgamblers team and happy upcoming New year,my problem is that I have play in gowild casino and manage to win 1300 and made Cash out,and of course they ask my documents for verification account it's normal I have play casinos for 13 years so I know I send them my documents drivenL and photos of bill where all my address is on it they accept it,and I wait well I get new mail that it's not anaff I have to do the same process but this time I need to hold my documents in my hand and make photos for them??I made it but still they have reason to to not pay my wins and verified my account I never had this in any other casinos that they ask this ,very poor casino and they have MGA ,this is how you guys make players happy ??I gladly ask askgamblers team to help me out from this problem,cheers Happy New year

Resolved

$1,300

Yet to receive a confirmed withdrawal

On the 30th of Sept I received two emails confirming my Visa Debit card withdrawal had been approved and processed by GW Casino (Go Wild affiliate?)
All of my identification and supporting documents were approved and my account verified...
As of the 10th of Oct I am still yet to receive the money.
Despite being helpful and responsive to the first query I sent on the 4th, my emails are not receiving any replies now.

This is my first casino withdrawal, I understand the process may not always be ideally smooth sailing, but I would very much appreciate some kind of information or correspondence regarding my withdrawal.

Thank you x