The player from Portugal has been accused of breaching bonus T&Cs and his winnings have been confiscated.
Go Wild Casino - Player’s winnings from bonus play have been forfeited.
Amount: €850
Go Wild Casino
Safety Index:Below averageSafety Index
In line with our review methodology, we calculated the casino’s Safety Index based on more than 20 factors, including its financials, fairness of T&Cs, player complaints, and more. The higher the Safety Index, the more likely you are to receive your winnings without issues.
5.2
Go Wild Casino has a Safety Index of 5.2, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Case closed
Our verdict
Unjustified complaint
REJECTED
Case summary
4 years ago
Public
Public
4 years ago
Translation
on 05/26/2020 i made a deposit of 30 euros i threw the 30 euros and in the end they gave me another 30 euros in these 30 euros i got to 1000 euros or close to that later i made a withdrawal of 850 euros and was refused for breach of bonus but in shipments there is no violation.
This casino is a fraud do not gamble you will lose money that's all
Automatic translation:
Public
Public
4 years ago
Dear joaquim,
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please, could you specify which exact bonus you redeemed? Did the casino specify the rule that has been breached, please?
Please forward any relevant communication between you and the casino to kristina.s@casino.guru (or, alternatively, post it here), if there is any. I would especially like to see the message where the casino accused you of breaching the T&Cs.
I will be waiting for your reply patiently. Thank you in advance.
Best regards,
Kristina
Public
Public
4 years ago
Translation
They gave me a bonus of 30 euros, I played the 30 euros, even having an average balance of 800 euros, I spent that money and then 920 left in the legacy of dead and I raised 850 and now they accuse me of circumventing the bonuses!
I play the same rollover in all casinos and you have to solve it, it's not me.
Money and me play how to understand you and have to have the slots working correctly
In the deposits that we make you do not complain about anything, and in carryovers and only bureaucracy.
I deposited a lot of money there and never raised anything when I raised these problems.
For min casinos that only eat money and don’t suck it is an easy way to steal money from people.
Edited
Automatic translation:
Public
Public
4 years ago
Translation
The rollover you guys have to control is not me, I'm just a player I could also complain about having spent so much money and never leaving anything and I didn't complain but when money comes out you get in trouble, I played normally and did the rollover if not I couldn't get up if I had a rollover
Edited
Automatic translation:
Public
Public
4 years ago
Translation
check my deposits and withdrawals and rate
What rich casino do not doubt
Edited
Automatic translation:
Public
Public
4 years ago
Thank you very much Joaquim for a reply. I will now transfer your complaint to my colleague Jozef who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.
Public
Public
4 years ago
today i deposited 150 euros in this casino (gowild) not a bonus gave me heat me the money without giving a good way, i won 5 rounds in the fortune spinner and i have the same blocked they could also block the deposits since i must be banned from playing or withdrawing any prize. I'm sorry there are casinos like that
Public
Public
4 years ago
this casino only steals, I will defame the casino until I can no longer
on day 01/06/2020 i deposited 150 euros nor a bonus gave me i have the spins on the fortune spinner to play and i can't.
if I couldn't play the spins they wouldn't let me deposit and block the account, but no, let the donkey shove money in the casino so that nothing comes out and doesn't play the spins
This casino is a fraud, this never happened to me and I have been playing for a long time
Public
Public
4 years ago
Hello Joaquim.
Thank you very much for sharing your negative experience with the Casino. We will now try to get in touch with them.
Public
Public
4 years ago
Additional statement from the player:
close my account this casino only steals, I will defame the casino until I can no longer
on day 01/06/2020 i deposited 150 euros nor a bonus gave me i have the spins on the fortune spinner to play and i can't.
if I couldn't play the spins they wouldn't let me deposit and block the account, but no, let the donkey shove money in the casino so that nothing comes out and doesn't play the spins
This casino is a fraud, this never happened to me and I have been playing for a long time.
close the account please!!!!
Public
Public
4 years ago
I want deposits made from 01/06/2020 since from that day I could no longer play at the casino or play the bonuses
Public
Public
4 years ago
Hello Joaquim.
We have managed to establish communication line with the casino. They should provide us with the response, soon.
Public
Public
4 years ago
Hello,
Our team has investigated the matter, and we have discovered the following –
On 26.05.2020 the player received a 30 EUR no-deposit bonus from our rewards team. There is a record of multiple game sessions where the player exited the games deliberately in the events of triggering bonus rounds, thus leaving the bonus rounds pending. Once the main bonus balance was spent down to 0€ and wagering requirements lifted by our system, the customer re-entered the pending bonus rounds, collecting winnings generated from bonus play which should have been subjected to wagering requirements.
Bonus round delays were detected in the following games –
- Legacy of Dead
- Wild Warriors
- Perfect Gems
- Rise of Merlin
Please note that in Go Wild Terms and Conditions, promotional abuse section 4, lists this type of game play as prohibited -
"Delaying game round in any game, including free spins and bonus features to a later time, with or without Active Bonus and/or depositing while having free spins features or bonus features still available in a game."
https://www.gowild.com/en/terms-and-conditions
Due to this breach, 850€ of winnings were voided.
To be added, as the winnings were also generated from a no-deposit bonus play, any legit winnings would also be subjected to max. 100€ withdrawal limit according to our Terms and Conditions.
We hope this clarifies the matter, for further queries, we'd like to encourage the player to contact payments@gowild.com directly.
Kind regards,
GoWild Team
Public
Public
4 years ago
Translation
I want my deposits after that happens since I couldn't play in the slots or play the bonus that had like 5 spins that I had in the fortune spinner
your obligation if I did not respect the rules was to block the account
it is not my fault that you do not know how to manage the casino, I play normal money and mine can play however I want as I play in other casinos.
but this in your casino is already normal to happen
Edited
Automatic translation:
Public
Public
4 years ago
Translation
when and for depositing money there are no rules for withdrawing and a problem
do not steal money people who spend fortunes in that casino pay
Edited
Automatic translation:
Public
Public
4 years ago
Dear GoWild Team.
Please, could you provide us with an additional statement about the player's request?
Public
Public
4 years ago
Hello,
Please note that the rejected withdrawal in question did not come from a real money deposit, the winnings were generated using a no-deposit bonus rather.
All deposits have been made in good faith; neither is the casino obligated nor is there any justification for a refund concerning this player account.
Should the player have further concerns and/or queries, we'd like to suggest the player to contact us directly at payments@gowild.com.
Kind regards,
GoWild Team
Public
Public
4 years ago
Translation
That was before 06/01/2020
And I'm only claiming the deposits after that since I couldn't play at the casino anymore, they had blocked the account and didn't accept the deposits like that and that was it.
Now they accepted another 150 euros in deposits and I couldn't play any kind of bonuses so much and I ran out of fortune spinner bonuses these bonuses are given in the deposits we make.
For this reason and that I want the refund of deposits made from 01/06/2020
Edited
Automatic translation:
Public
Public
4 years ago
Translation
This casino should have a score of 0.01 worth nothing
To deposit and a category, to raise was already many bureaucracies
Edited
Automatic translation:
Public
Public
4 years ago
Dear Joaquim,
I am very sorry about your situation but, since you clearly broke the casino T&Cs, we believe you are not entitled to the winnings.
Do we understand you correctly that you require the refund for already lost deposits?
Public
Public
4 years ago
Translation
I intend to refund from 06/01/2020 as you say that I violated the TC of the casino before that closed the account or blocked
Edited
Automatic translation:
Public
Public
4 years ago
Dear Joaquim.
I am very sorry to inform you, but we believe you are also not entitled to the refund of already lost deposits because you have legitimately lost them. If you would win from them the casino would be obligated to pay your winnings but, in this case, there is no justified reason for the refund.
However, if you do not agree with our decision, you can always file an official complaint at the licensing authority of the casino (Malta). Please, contact me if you require assistance with it.
I will now mark the complaint as 'rejected'.
Kind regards, Jozef
Casino.Guru
