Ag Awards

GoWild Casino - Withdrawal of $1,000 denied unjustly

Complaint Info
Disputed casino GoWild Casino
Reason Verification issues
Amount $ 1000
Andipants South Australia
Posted on March 26, 2019


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 I have played at other casinos and withdrawn money and verified my account without issue and in a timely manner.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.

Andipants South Australia
Posted on March 26, 2019

So update, after many, many conservative with customer service staff of varying attitudes ranging from copy and paste replies and those who seem untrained I’m customer service:

Almost every time I had to explain my situation. As the response was always “they need a photo of the bank card ending.......”
So then I need to explain the whole situation again and this was responded with “I’m sure that will work, they will update you via email”

So fearing the worst which was more stalling tactics I finally spoke to one young man who......wait for the payments department and explained my situation and actually got my account verified!!
Woohoo I think it’s been a bit of a struggle but soon I should have my winnings right?

Nope, withdrawal is still pending (hoping I’ll cancel it and lose the winnings I’m guessing)
Then I find out it takes 48 to process the withdrawal and then another 5-7 business days to reach my bank card,

Seriously? If they are ever so kind as to allow me my fairly won winnings I’ll never use this casino again!!

Posted on March 27, 2019


We would like to bring to attention the fact that GoWild does not operate in Australia, nor were we able to locate any active GoWild account using the information presented.

We encourage the player to double check the provided details, as well as the casino involved in this case.

Best regards,

GoWild Team

Posted on March 27, 2019

Dear @Andipants,

Please let us know if you have provided us with the correct data (casino's username and email address) ? You may send needed info to the suppor­[email protected]­skg­amb­ler­

Also, we would appreciate if you could publicly respond if your issue is related to the GoWild Casino and submitted against the correct casino brand?

Thank you for your cooperation.

Posted on March 30, 2019

Dear @Andipants,

Please let us know if there's an update regarding your ongoing complaint. Please be in aware that that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Rejected upon player's inactivity and it will be closed accordingly.

Thank you for your cooperation.

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