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GoWild Casino - Refusing to pay my legitimate winnings of 3150€

RESOLVED
Posted on May 10, 2017

After a cool down period, I got from my VIP manager 50 E VIP bonus to be animated again to play.
I signed up and the VIP bonus was seen in my balance. The software shows that there is a restriction before cashing out; the restriction was wagering this bonus x 50. Ok, I thought this is impossible and I started playing guns and roses. After 2018! Played games (not only guns and roses) and wagering the bonus more than 50 times I had 3150 E in my casino account. I tried to make withdrawals 6 times for these 3150 E without any problems to my bank account. The software took the withdrawals and state of the withdrawals was in pending.
After withdrawal, they congratulated me to my winnings and ask me as a standard procedure to verify my documents again. Short time later they wrote again, congratulated again for passing all documents, and verified my account.
I thought everything ok, now they will pay my winnings. However, after 3 days, because the six requested withdrawals was still on state pending, I asked when they would proceed the requested withdrawals?
One day later they told me, that in connection of their T&C, they only will payout an amount of 1000E, - not my whole requested winnings of 3150 E !
During the game and in mail traffic afterwards they have not pointed me to restrictions, but let me believe they pay out the profits.
I feel deceived and cheated for my reel gains of 2150,62 Euro.!
(Before the mentioned cool down period, I played there and deposited at all in two years more than 5000E!).

AskGamblers
Posted on May 13, 2017

Dear @;Schwabenland,

AskGamblers Complaints Team have been informed by GoWild Casino management that your winnings were according to No Deposit terms:

The maximum withdrawal amount for any redeemed or exchanged loyalty points/rewards to cash/bonus money, as well as any free “No-Deposit” bonus and Free Games (Free Spins), is EUR 100, USD 100, CAD 100, AUD 100, SEK 1000 or NOK 1000, unless mentioned otherwise.
Casino's management in your case made an exception and approved an amount of 1000 euros. Please confirm that you receive aforementioned payment so that we could close this case accordingly. Please keep in mind that in case you fail to provide feedback within the given 96-hours time frame available for response we will consider your complaint as resolved and it will be closed accordingly. 

Thank you for your cooperation.

Posted on May 15, 2017

Hi,

We thank you for raising your concern and we would like to address it further.

You have not visited the casino for a long time and was contacted by your VIP Manager. As a gesture of goodwill and for being a VIP customer, he credited your account with €50 free bonus. You came back and played with the bonus and luckily won up to €3,150 from the bonus.

You were congratulated by the support team as this is a general way of treating a winner. In addition, the system did allow you to make a withdrawal request for the total amount because even if we have the maximum of €100 amount that can be withdrawn from free bonuses, we would like to check and be able to provide an exception to VIP customers as well, which we did for you and gave you €1,000.

Your VIP Manager also explained this to you and you initially agreed with the resolution. However, you contacted us again after a few days
Below is the clause in the terms and conditions regarding the maximum withdrawal amount from a free bonus: https:­//n­ew.g­ow­ild­cas­ino.co­m/e­n/b­onu­s-t­erm­s-a­nd-­con­dit­ions:


The maximum withdrawal amount for any redeemed or exchanged loyalty points/rewards to cash/bonus money, as well as any free “No-Deposit” bonus and Free Games (Free Spins), is EUR 100, USD 100, CAD 100, AUD 100, SEK 1000 or NOK 1000, unless mentioned otherwise.


We hope this answers your concerns and for any further questions, please feel free to let us know.


Regards,
GoWild Team

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