Bonus Complaint £3000 Confiscated Unfairly

Baaah

Newbie member
Joined
Aug 13, 2018
Location
UK
Good Evening All :),

Arghh, another casino taking advantage when it's not in their favour... Over £3,000 I won fairly from a £20 deposit, taken from me. Could anyone advise what grounds I have to stand on, or any laws etc I have to fight against? Please see bellow my full complaint.

(Names made up)

I would like to make a formal complaint regarding over £3,000 bonus funds you have confiscated from me, with only 5% wagering left, that I believe was taken unfairly.

On the **th August, myself - John Smith, created an account for the first time at Go Wild Casino. Soon after depositing on my account, I surprisingly noticed that my account had been created in the name Jane Smith, which I presumed auto fill had completed the name field when registering that I did not notice. I notified Go Wild at the soonest convenience that I need the name updating immediately. I was asked to send this in to your email address, which I sent a letter, driving licence and debit card photos, ALL in the name of John Smith at the correct address.

The debit card I used when depositing, was also in the name of myself - John Smith, and all documents have been sent in as proof of evidence.

I am aware that Go Wild have been blacklisted on Ask Gamblers due to similar problems with avoiding pay-out, and I am confident that they are doing the same with myself, because it has worked out in their favour of not paying my £3,000 winnings over a small computer error, which does happen from time to time. If I had lost my deposit, and this was in their favour, I am confident again, that they would have had no problem changing my name with the correct documents provided.

This was an computer error made by myself, and I have corrected this mistake by sending Go Wild my ID documents, that matches my deposit information.

I would like my account unblocked, with the £3,000 bonus re-added, with 5% wagering left on the bonus. Alternatively, I would accept £1,000 cash to be put back into my casino account as I had a balance of £3,000 with only £400 left to wager (£2,600 profit minimum).

Please could you look into this ASAP as I strongly feel cheated out of my winnings.
 

Steviedoo

Meister Member
MM
Joined
Oct 30, 2015
Location
South
Did they tell you why money has been confiscated. And if you were you using a bonus, you might have violated the max bet rule.

They are in grey zone here at CM
 

Nicola

Closed Account
Joined
Jan 22, 2013
Location
Malta
The name that the account was actually registered to "Jane Smith" - Does he or she actually exist as a person at your registered address? Are you or the other named person self-excluded at GoWild or used the GAMSTOP facility?

Has your account be fully closed or just funds confiscated?
 

Supababe

Opinions Meister!
CAG
mm1
Joined
Aug 10, 2016
Location
Lancashire, UK
Welcome to the forum.

Sorry it is such a bad incident that has brought you to us but we are friendly and try our best to help x

Did you get an email from the casino when they took your bonus funds away? If so, what reason did it give? Double check junk folder etc...
It will be easier to fight your corner if you know exactly which T&C they say you did not adhere to.
 

Baaah

Newbie member
Joined
Aug 13, 2018
Location
UK
Thanks so much for your replies, I appriciate it :).

Myself and partner share the same computer, and my partner already had an account with the casino. When I joined up, it autofilled my partners name in which I didn't notice at the time. But again, to prove it was me, I used my own debit card when depositing clearly stating my name, and I have sent all my documents in to prove my name, address and bank details. They just won't change my name on my account, and think it is my parner creating another one.. resulting in account closure and bonus removed.

I do understand where they are coming from, but if I had lost my deposit and bonus, I am pretty certain they would have changed the name as requested with the correct documents.

How can I fight for this?
 

Baaah

Newbie member
Joined
Aug 13, 2018
Location
UK
Welcome to the forum.

Sorry it is such a bad incident that has brought you to us but we are friendly and try our best to help x

Did you get an email from the casino when they took your bonus funds away? If so, what reason did it give? Double check junk folder etc...
It will be easier to fight your corner if you know exactly which T&C they say you did not adhere to.
Thank you :). Just updating the topic with what you asked.
 

bebo67

Ueber Meister
PABnonaccred
MM
Joined
Jun 22, 2013
Location
Ontario Canada
I think there used to be 'we endeavour to be more active' posts every few months :rolleyes:
How sad. A friend and I deposited huge when they first opened. 6 k in a month for me and never got over 100 dollars. Literally. It was like a door slammed shut when you got to that amount. And my friend it was the same thing. She went on chat to complain and was told, and I quote......" keep depositing, you will eventually win". Needless to say, me being me. I lost it when my friend showed me the chat. I spoke to Gina about this a couple of years ago, even showed the email that transpired between the CS and I concerning this, and Ginas reply was " well we all love the slots, even us", " eventually you win". I haven't stepped foot or finger in that casino from that moment on.
 

Supababe

Opinions Meister!
CAG
mm1
Joined
Aug 10, 2016
Location
Lancashire, UK
Sadly I think that many casinos have something like this in their bonus T&C’s:

“The welcome bonus can only be claimed once per household /IP Address”

I haven’t looked through the casino in question but imagine something similar unfortunately. From their point of view the same person had opened an account twice, even if this was an error on your part to begin with...

I’m fairly new around here and don’t claim to be an expert at all so you may wish to ignore my ramblings until somebody better qualified arrived lol x
 

sufferinsilence

Senior Member
MM
Joined
Dec 13, 2017
Location
Belgium
Sadly I think that many casinos have something like this in their bonus T&C’s:

“The welcome bonus can only be claimed once per household /IP Address”

I haven’t looked through the casino in question but imagine something similar unfortunately. From their point of view the same person had opened an account twice, even if this was an error on your part to begin with...

I’m fairly new around here and don’t claim to be an expert at all so you may wish to ignore my ramblings until somebody better qualified arrived lol x
I've been bonus banned on a casino because someone from the same address (I live in a flat so the house number is the same for all inhabitants except for the addendum ofcourse) had signed up prior to me... I was 100% sure I had never signed up there and my housemate doesn't play casino games at all so I explained that to them and when I asked them to produce the IP address or name they went silent and never got back to me. Suffice to say I simply stopped playing there :lolup:
 

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