Bonus Complaint Go Wild: bad info on play through

pumacat

Dormant account
Joined
Sep 30, 2004
Location
Canada
Seems that not only does Go Wild casino have a scamming bonus for players but they also have the worst customer service ever. Let me explain.

Yesterday I deposit $275 at Go Wild casino and received the $200 bonus that was offered. So in total I have $475 to play slots with.

The terms and conditions of this bonus are as follows.

All bonuses must be turned over 29 times before Playthrough Requirement has been met.
Please note that play at certain games will contribute a different percentage to the Playthrough Requirement as follows:

Turnover/play on all GoWild Slots and Fruit Machines (except Progressive Games), keno and scratch cards, count 100% towards the turnover requirement for this bonus.
Turnover/play on all Table Pokers, all Roulettes, all Video/Power Pokers, all Blackjacks and Casino War count 5% towards the turnover requirement for this bonus.
Turnover/play on all Classic Blackjack variations, all versions of Atlantic City Blackjack, all versions of Vegas Downtown Blackjack, all versions of Vegas Single Deck Blackjack and all Vegas Strip variations, all Aces Video/Power Pokers, Jacks or Better Video/Power Pokers, all Baccarats, all Craps, Red Dog, Sic Bo, all Progressive Games and all 3 card poker games, do not count towards the turnover requirement for this bonus.
Even Money bets at the Roulette tables do not count towards the wagering requirement for this bonus.

Note: If you play on the excluded games (0%) before meeting the playthrough requirements, then you agree that the casino holds the right to void any winnings and bonuses, at our discretion.
Now one would think that 29 x bonus means 29 x $200 ( $5800 ) since that what I received but no. After playing for a couple hours at about $3.00 a spin I contact live customer service and ask them if I am close to the play through requirement.

Her replay was this

Tracey: Chris, you've still got a pending playthrough of 4,659.72
Tracey: The playthrough applies for the bonus only; what you need is to carry on playing and as long as your bonus balance decreases, your playthrough does, too
Now the problem is two things. I had obviously wagered more then she told me I had because I can see it in the record of my games played screen. It was closer to 2k worth of play through.

Later on I asked again what I had played through and her reply was

Tracey: You have wagered 129.55 altogether :)
Me: ive wagered 129.55 in 2 hours?
Tracey: Yes

The second is the fact that she stated that if my bonus money goes down the wagering would as well. But what if I win? well that's the scam part.

Every time you win while playing your bonus the wins get added to your bonus money and not your real account money. So if you win $1000 on the bonus money its no longer 29x the bonus of $200 its 29 x 200 plus the $1000 I have won.

So after explaining this she hangs up the live chat and I get a new person. He says the previous rep had tech difficulty but we all know she passed me off to the next guy.

So the bonus as explained by the staff of go wild casino is a total scam and that's probably why they don't show the bonus balance from the casino lobby like other microgaming casinos do.

chris
 

Repro

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PABnonaccred
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Sep 15, 2010
Location
Netherlands
Strange.

I've never had this problem with GoWild. Bonusses are always credited right away and i always get the correct remaining playthrough from CS. If you think you wagered "about" $2K and CS tells you it's less, i'd go with CS... Sometimes you just think you wagered more than you actually did (happens to me all the time).

Every time you win while playing your bonus the wins get added to your bonus money and not your real account money. So if you win $1000 on the bonus money its no longer 29x the bonus of $200 its 29 x 200 plus the $1000 I have won.

That's bull.

The bonusamount decreases by amount of $10 once you made the playthrough for that. This means that every $290 wagered decreases the bonusamount by $10. You cannot cashout while there is still a bonusamount left. You know that when you take the bonus, because it's clearly stated in the T&C's. For example: Right from the beginning if you wagered $580 there would be $180 bonusmoney left and the remaining playthrough will be $5320. If you wager the remaining playthrough ALL the money can be withdrawn.

If CS made a mistake by telling you the wrong remaining playthough that sucks, but mistakes are made. In this case you could clearly KNOW this was a mistake, so if you talked to another CS-person - who gave you the right amount - there shouldn't be a problem.

BTW i don't people will like it when you call them "scammisch". AFAIK GoWild is overall very appreciated. I know i do.
 

pumacat

Dormant account
Joined
Sep 30, 2004
Location
Canada
Tracey: You have wagered 129.55 altogether :)
Me: ive wagered 129.55 in 2 hours?
Tracey: Yes

I understand people make mistakes. But this is a casino rep who has stated that I have wagered 2 different amounts

Players put money into these casinos and need accurate information from reps since they have decided not to show the playthrough or bonus balance anywhere.

I hardly ever post here and I think my original title is justified.
 

Repro

Dormant account
PABnonaccred
PABnononaccred
Joined
Sep 15, 2010
Location
Netherlands
I understand people make mistakes. But this is a casino rep who has stated that I have wagered 2 different amounts

Players put money into these casinos and need accurate information from reps since they have decided not to show the playthrough or bonus balance anywhere.

I hardly ever post here and I think my original title is justified.

You can check the remaining bonusamount by going to the loyalty points. On the left it's mentioned. If you multiply the bonusamount by 29x you know what you have left to wager. If you need an EXACT amount you can still contact CS, but that would be if there is $10-$20 bonusmoney left ($290-$580 playthrough) and you want to meet the WR exactly.
 

pumacat

Dormant account
Joined
Sep 30, 2004
Location
Canada
Thank you. You have been very kind and have be a lot more helpful then the service was at the casino. I appreciate the help.
 

GoWildGaming

GOWILD Affiliates Team
Joined
Nov 6, 2010
Location
Malta


Hi Chris,

As explained to you.I've passed this to our VIP manager Gia to look into this.
I can assure you that GoWild is far from being scammish.
You will get an update asap.
 

Repro

Dormant account
PABnonaccred
PABnononaccred
Joined
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Location
Netherlands
Thank you. You have been very kind and have be a lot more helpful then the service was at the casino. I appreciate the help.

Also please notice how GoWild scans the forum for possible issues. This thread just started and they already read it (they thanked me in my post here).

If you have any problems you can always contact their rep here.

You are welcome :)

EDIT: While posting this they already responded to you :D
 

GoWildGaming

GOWILD Affiliates Team
Joined
Nov 6, 2010
Location
Malta
Hi Chris,

You've wagered around the 4700 so far - just got this info from support agents in the online chat.
The case might have been that the agent might have been talking about the portion of the actual bonus money that you have wagerd i.e $129.55 from the $200.
Gia will look into the entire chat and will keep post here.

I would say it again that titles of scam and scammish are far away from GoWild's mission.in fact we are one of the fastest payers if not the fastest.
When you don't get paid when you meet all rules then it's a scam yes.
When you ask for withdrawl and you never get paid it's a huge scam yes.
When you have the ability to check how much you wagered and withdrawl amounts you can from playtrough then I don't know so much.
We will have the entire chat display and find out where the missunderstanding was - again was only regarding how much you wagered so far.

BTW - another update while i'm typing this is that you have now 1000 something to wager and you up in winnings too.
 

GoWildGaming

GOWILD Affiliates Team
Joined
Nov 6, 2010
Location
Malta
Hi Chris,

Would you like to share with the forum that you actually won with GoWild and made a cashin?

A missunderstanding of how the cs agent told you your wagering balance was, does not require you posting false accusations about GoWild which is one of the top microgaming brands.

Have a great day and enjoy playing.
 

Mouche12

Kitty Lover
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Thanks for explaining Go Wild, I was already thinking, how is that possible? Thanks for stepping in and clearing this up!

:D
 

chuchu59

gambling addict
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CAG
Joined
Sep 26, 2004
Location
SOMEWHERE IN ASIA
Hi Chris,

Would you like to share with the forum that you actually won with GoWild and made a cashin?

A missunderstanding of how the cs agent told you your wagering balance was, does not require you posting false accusations about GoWild which is one of the top microgaming brands.

Have a great day and enjoy playing.

ya right but it also illustrates the fact that cs is not totally professional and is an area that requires improvement.
 

pumacat

Dormant account
Joined
Sep 30, 2004
Location
Canada
Hi Chris,

Would you like to share with the forum that you actually won with GoWild and made a cashin?

A missunderstanding of how the cs agent told you your wagering balance was, does not require you posting false accusations about GoWild which is one of the top microgaming brands.

Have a great day and enjoy playing.

Yes I made a cashout

This has nothing to do with the fact that the service levels at Go Wild were awful. I'm like the next guy, I like good service when I spend my money. Cashing out has nothing to do with the fact that the customer service that I spoke to did not give clear information and in fact hung up on me prior to explaining it all. My cashing out has nothing to do with the fact that the rep gave me two different play through numbers and it certainly doesn't excuse reps not having the ability to give clear bonus terms and conditions.

Go Wild casino is an excellent casino in many ways like quality of games, very fair slots and usually great service. However a trained staff is most important because unless people give clear and accurate responses you will continue to have complaints.

The title of this thread says "imo" and based on what I was told I think it's a fair and accurate title.
 

GoWildGaming

GOWILD Affiliates Team
Joined
Nov 6, 2010
Location
Malta
Hi Chris,

Firstly I would like to agree that the cash in is not directly related to the service complaint that you have with our CS dept. I raised the point to illustrate that our bonus offer as such was not "scammish" as implied in the subject heading. Should our offer have been rougish off sorts, every attempt to delay or prevent the cash in from being processed and we at GoWild casino don’t do that to our players.
Having said that we always appreciate the feedback we receive from our players, regardless whether positive or negative as it only serves to improve our business and to ultimately give you what you are looking for.

After carefully reviewing all of our operational reports for the day in question, we believe that the issue regarding the wagering amount confirmed by our CS rep was not accurate at the time, due to the connectivity issues we were experiencing during the course of the evening and this attributed to the gaming server not relaying all of your play through as quickly as it normally would to our player management system.
Therefore I would like to ask that should any of our valued GoWild members experience an issue similar to this where all of your wagering amounts not making any sense, to confirm with our CS reps whether we have had any connectivity problems from our gaming servers and request our reps to investigate the situation thoroughly before drawing any conclusions. We have also ensured that our CS reps make every effort in confirming any possible issues e.i: connectivity issues, before they confirm any numbers reflecting in the system.

We would like to sincerely apologize for any inconvenience caused from this, we will do our best to assure you that it will not happen again.
 

pumacat

Dormant account
Joined
Sep 30, 2004
Location
Canada
After carefully reviewing all of our operational reports for the day in question, we believe that the issue regarding the wagering amount confirmed by our CS rep was not accurate at the time, due to the connectivity issues we were experiencing during the course of the evening and this attributed to the gaming server not relaying all of your play through as quickly as it normally would to our player management system.

Thanks for looking into it. I do not have the power to change the title however. Lets just hope there are no more " connectivity issues " that prevent reliable answers to customer questions via the live chat feature.

I do appreciate the quick replies
 

Seventh777

RIP Roy
Joined
Sep 28, 2010
Location
Planet Tharg, dark side, where nothing grows.
A simple remedy to get your exact wagering amounts etc, next time you have played at GW, open wild points and look at details for each session of your recent play, you will notice you cannot look at the most recent session, you need to log out from the server for it to update the session which needs both a start time and finish, if you have not closed the game then the server cannot complete one of it`s functions (game analysis), the session itself will not end until you log off from the casino, as soon as you`ve done this, game play history is updated, I would imagine that the CS staff have access to more complex and up to date data than players, but if you want to know exactly how you are doing, log out then log in and check yourself ;).

On the other hand server lag can cause major problems to data recording software and thus not updated correctly, you could have spoke to one CS person whom stated that your WR was <random amount>, then spoke to another a few seconds later after a server update and the answer would be different, I really cannot see how you can accuse GW of scamming, the basics of their WR are x29 bonus and game play is stringently recorded to the point where every single spin is logged and captured via screenshots and accessible to every player in game history and view, also you have stats as a very easy option to keep tabs on your WR (just remember that feature spins are logged in stats as spins also).

As far as GW`s CS people being unprofessional, I beg to differ, I rank them right up there at the top along with all the best accredited casinos here, to accuse them of bonus scamming because you couldn`t be bothered to do a few simple things yourself is mind boggling imo.

Just my $2.
 

pianoman

Dormant account
Joined
Dec 11, 2008
Location
Sittin Here in Front of the Screen like
GO WILD - My apologies...

16th May made 1st withdrawal.
Sent Go Wild a message of appreciation for the lovely "chat" experience and said I'd report it here on Casinomeister forum.
Clean Forgot to do so :oops:
Hope you'll forgive me for neglecting that.

Here's what I wrote at the time:

re : Withdrawal

My first - so presumably you'd require the attached docs ... I trust they are suitable, satisfactory and sufficiently clear.
Many thanks to Mia for the pleasant "chat" and kind bonus offer when I reported I'd had none by email.
Tracey later discovered my error when registering of doubling a character in the email address.
Nicely done folks - you make a very nice impression indeed.
At Casinomeister forum 'pianoman' will update the Go Wild thread with some positive comments regarding his visit and the pleasant experience.
=================

2nd July here; Coming back right now with another deposit!
(No bonus required thankyou)
 

pumacat

Dormant account
Joined
Sep 30, 2004
Location
Canada
I would like to discuss the email I received regrading my withdraw with Gowild but could not see where to send a private msg.
 
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