The player from Greece had his bonus winnings confiscated. Casino didn't respond.
Go Wild Casino - Player’s winnings have been voided.
Black points: 103
Amount: €500
Go Wild Casino
Safety Index:Below averageSafety Index
Casinos with a Below average Safety Index usually have an unfavorable ratio of their number of visitors to relevant complaints submitted by players. It means that this casino has probably treated some players unfairly in the past.
Unresolved
Our verdict
No reaction, good regulator
UNRESOLVED
Case summary
4 years ago
Public
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4 years ago
Translation
During my gaming activity with a real balance of 4 € and how much bonus 10 € I had a profit worth 500 €. Asking me to withdraw the amount, they stated that I have violated the terms of use of the bonus and they cancel my withdrawal, the winnings and credit me an amount worth € 30. The terms state that if they are not complied with, it will be canceled, however I never used it as the real profit had come from activity with my own money. I am still waiting for their answer otherwise I will contact MGA.
Automatic translation:
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4 years ago
Dear Stergios,
Thank you very much for submitting your complaint. I'm really sorry to hear about your problem. Before we move forward allow me to ask you a few more question so I can fully understand your case. What bonus did you use? Did the casino specify which term have you violated? Can you still access your casino account? Also please, if you have any relevant communication between you and the casino forward it to nikolas.b@guruadmins.com. Thank you in advance for your reply.
Best regards,
Nick
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4 years ago
Translation
Good Evening.
I did not use any bonuses. There was an amount of € 10 in my account which was added by a promo about a wheel of fortune. This bonus was never used as my activity was exclusively with my own money. I have access to my account. The term stating that I have violated is paragraph 18 of the general bonus terms. However, this term refers to the use of bonuses where I have never used it.
https://www.gowild.com/en/terms-and-conditions
I have emailed the payments section of the page but have not received any response.
Thank you very much
Edited
Automatic translation:
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4 years ago
Dear Stergios,
Was the bonus balance added to your account without any notice or you did accept it? Did you try to ask the casino to remove the bonus from your account? If you still have access to your account could you please forward your betting history to us? Send it to nikolas.b@guruadmins.com
Thank you in advance.
Best regards,
Nick
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4 years ago
Thank you very much Stergios for providing all the necessary information. I will now transfer your complaint to my colleague Viliam 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.
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4 years ago
Hello Stergios,
I looked at your complaint and will do my best to help you. I would like to invite Go Wild Casino into this conversation. Can you please specify why you confiscated player's winnings?
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4 years ago
We would like to ask the Go Wild Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.
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4 years ago
I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.
I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.
I hope you won't come across a problem like this again.
The casino can reopen this complaint anytime.
