Go Wild gone Bonkers

[Mouche12]

Well, I am a VIP player at Go Wild.

Received 2 bonuses in a short period, which I played both to 0.

Then I received a third, VIP bonus of $25.

Got it up to approx. $400, but support said WR was around $1330. Very odd. It appeared that I had unplayed bets (??), and therefore the WR of the previous bonuses were added to the current WR.

The way this issue was solved was very slow. I was on chat for over 35 min. Then, when WR was indeed 0, I asked to flush my withdrawal. But then I found out that I could not get a bonus on my next deposit, which I intended to do ($200), because their T&Cs prescribe that my withdrawal had to be processed fully before being able to get a bonus on a deposit.

I had already indicated before that I wanted my withdrawal flushed and the remaining balance set to 0, so that I could make a deposit and benefit from a deposit bonus. Now, what does this chat person say? She suggests she has a solution, and tells me that I can continue playing with the $290 left in my account. To which I reply, how is this possible, max cashout is $100?

She presents this as a nice solution, since I cannot deposit and have a bonus, but in fact she suggests that I should play with it as FUN money. I already sent the rep here a few messages, but I wanted you all to know about this ridiculous proposal and the way all of this was handled.

Damn, I just love playing at Go Wild, but I am really pissed right now.

 

[Seventh777]

Damn, I just love playing at Go Wild, but I am really pissed right now.

You`re not the only one...

1). Many months ago I made a deposit, monitored my w/r via stats and when I was over this I tried to withdraw the £180 I was left with, I could not as for some strange reason I still had £22 bonus cash left (£638 of w/r at GoWild), I exited casino and relogged wrongly thinking that maybe the server had to update and correct the bonus cash amount, it did not. Long story short I opened up the chat window and spoke to a CS agent, the conversation went something like this........

CS- `Hi Roy and welcome to GoWild how can I help you today?`.

Me - `Hi, there appears to be an error with my bonus w/r, I checked my wagering for all my sessions with my latest deposit, and I have more than cleared the w/r`.

CS - `Hold on Roy I will check this for you`.

Me `Ty`.

CS- `Okay Roy I have checked and as you had an unfinished game from your last play and this has caused your last bonus to carry through onto this one`.

Me - `Oops, could you tell me what game it was so I can make sure it does not carry over again lol`.

CS - `Sure Roy, it was Wheel of Wealth multi player`.

Me - `Hold on this cannot be right, I have not played this slot for ages, can you check my last play date on it for me pls?`,

CS - `I already know the date Roy, it was over a year ago`.

Me - `Boom, there we go, have I deposited and withdrawn several times here since then?`.

CS - `Yes, you have`.

Me - `Then this is obviously a software error then isn`t it?`.

CS - `No Roy you had an unfinished game, it is not an error`.

Biting tongue (a lot).

Me - `So basically I now have to clear the bonus before I can cash out`.

CS - `Yes Roy unfortunately you do, is there anything else I can help you with today?`.

Me - `Nope, that`s it ty for your time bb`.

So, I carried on regardless thinking I was somehow to blame and burnt out the £180 trying to meet the w/r I was later to find out was nothing to do with me. This bug/error started to affect a lot of players at several different casinos, and was picked up at 32Red as you tried to claim your bonus after depositing, and was dealt with at source by the wonderful crew there <3.

I duly e-mailed GoWild support regarding this matter as imho I was wrongly led to believe something I thought was my fault, was indeed a software error, and thus I was surely entitled to be reimbursed for the amount I lost due to this.

And that was that /sigh, am I wrong or correct in the fact that I was blatantly innocent here and lost cash due to this.

2). The next time I managed to request a withdrawal I asked CS to flush it for me, only to be told to e-mail support and ask, I did, and the reply left me gob-smacked, `Roy you can reverse your withdrawal manually by clicking on the green button in banking`.

3). My final gripe..... After managing once again to get to a withdrawal stage I opened up banking clicked on the withdrawal button but the options part would not load, contacted CS and was told to do everything I had already done - thorough re-install and cache cleaning, which cured nothing, after this I just gave up.

 

[Mouche12]

Yeah, the ignorance (well, plain stupidity really) of their live support people gives me the impression that they are very condensending. Bah and bah.

 

[chuchu59]

Yeah, the ignorance (well, plain stupidity really) of their live support people gives me the impression that they are very condensending. Bah and bah.

Well, it seems live support is going to remove life support from the casino. They will definitely not regain accredited status in a hurry if they continue like this.

 

[Mouche12]

Yes, and since I have had quite enough of this, I am trying to close my account without much success... first, I had to send an email to support, so I did. Now one of the support persons suggested that I perhaps should await my funds ($100) into my Neteller before closing it (??)

I already left several messages with the rep. It is incredible. It seems they even don't want to close my account.

 

[Mouche12]

Well, it seems live support is going to remove life support from the casino. They will definitely not regain accredited status in a hurry if they continue like this.

In fact, I tried to point that out to them, but they simply ignored me...

 

[Seventh777]

In fact, I tried to point that out to them, but they simply ignored me...

Something happened at GoWild, not sure if it has new owners or something, a few things do not seem right to me, a damn good pointer here is if/when you get to VIP status the max cashout rule on NDB`s is lifted (this includes NDB FS`s), if this does not apply to you and it appears it does you should have played the 290 down to 100 to top your loyalty points up with .

 

[Mouche12]

QUOTE Something happened at GoWild, not sure if it has new owners or something, a few things do not seem right to me, a damn good pointer here is if/when you get to VIP status the max cashout rule on NDB`s is lifted (this includes NDB FS`s), if this applies to you and it appears it does you should have played the 290 down to 100 to top your loyalty points up with .

A fool and her knickers are easily parted. UNQUOTE

Are you sure? Because I had asked support if a max cashout applied, and they said yes.

If this is the case, I should inform my VIP manager about it.

Thanks for all your feedback.

 

[Seventh777]

OOOOH, thanks for telling me. I will send an email to my VIP manager...

Yw .

 

[vinylweatherman]

QUOTE Something happened at GoWild, not sure if it has new owners or something, a few things do not seem right to me, a damn good pointer here is if/when you get to VIP status the max cashout rule on NDB`s is lifted (this includes NDB FS`s), if this applies to you and it appears it does you should have played the 290 down to 100 to top your loyalty points up with .

A fool and her knickers are easily parted. UNQUOTE

Are you sure? Because I had asked support if a max cashout applied, and they said yes.

If this is the case, I should inform my VIP manager about it.

Thanks for all your feedback.

When did they move to RTG I must have missed it

 

[chuchu59]

Just received a mail from the VIP manager stating I had 20 free spins on Hitman. So I installed the casino (new computer) and also asked what promos I had. After checking for around 10 mins the rep came back and said'I see you can enjoy our current games experience either way with your account deposit. Stating the obvious? Needless to say, I deleted the casino.

 

[Seventh777]

QUOTE Something happened at GoWild, not sure if it has new owners or something, a few things do not seem right to me, a damn good pointer here is if/when you get to VIP status the max cashout rule on NDB`s is lifted (this includes NDB FS`s), if this applies to you and it appears it does you should have played the 290 down to 100 to top your loyalty points up with .

A fool and her knickers are easily parted. UNQUOTE

Are you sure? Because I had asked support if a max cashout applied, and they said yes.

If this is the case, I should inform my VIP manager about it.

Thanks for all your feedback.

I`m more than sure, I have had several withdrawals resulting from NDB`s from them including NDB FS`s, my last birthday for eg I had two cashouts totalling over £500 from two NDB`s.

 

[vinylweatherman]

Just received a mail from the VIP manager stating I had 20 free spins on Hitman. So I installed the casino (new computer) and also asked what promos I had. After checking for around 10 mins the rep came back and said'I see you can enjoy our current games experience either way with your account deposit. Stating the obvious? Needless to say, I deleted the casino.

I keep getting these, but I have yet to play one of them.

I remember what GoWild offers were like a couple of years ago, even before they became accredited, as well as their payment speeds, which could be even faster than 32Red. Now they seem to have got rid of all these positives, and rank among the lesser MGS casinos, maybe even being a "wannabe RTG" with their max cashouts for existing players.

 

[Mouche12]

I`m more than sure, I have had several withdrawals resulting from NDB`s from them including NDB FS`s, my last birthday for eg I had two cashouts totalling over £500 from two NDB`s.

Well, I have tried to get the "remaining balance" of $290 paid into my Neteller account since I believe you, Seventh777, rather than the chat person who was not only condensending, but plain stupid/slow in handling the WR matter and the "remaining balance" issue. My VIP manager's reply to my request:

QUOTE Thank you for your last email and I am sorry you feel that way.

Please note that every email sent to VIP Manager has a period of maximum 24 hours in which it is replied.

Also, I would like to inform you that the best place to find out all the details about cash-in, max cash out or anything related to that is our T&C page:

You do not have permission to view link Log in or register now.

Many posts on the forums may be correct, however they might refer to particular situations that sometimes do not totally reflect the general or complete idea. I assure you that all our live chat representatives have the correct answers all the time and their wide experience in various cases allows them to offer the best solution to any issue.

Yours truly,
Melissa J.
VIP Manager
GoWild Casino UNQUOTE

No need to point out their general T&Cs, since she knows very well that I am a VIP. I only did not know that the VIP bonus had no max cashout, but CS did or should have known this, but have kept this info from me, although I had specifically asked CS if a max cashout applied to the bonus. Don't you think the vip manager is a bit vague, i.e. evasive, in her reply? She does not really deny that my bonus had no max cashout, only that all CS members always give adequate answers (which they don't).

BTW, I have PMd Gia, the casino rep, on 13th Jan., still no response from her.

PS: for completion's sake: I forgot to mention that when I had sent my request by email to the VIP manager, I received 20 free spins on Wild Riviera. I then resent my request, since she had not bothered to respond to it. Hence the additional note on the 24-hour waiting period. She knows that quite a few things went wrong that night (but of course, Friday the 13th) and hopes she can silence me with the free spins.

 

[Nifty29]

Well, I have tried to get the "remaining balance" of $290 paid into my Neteller account since I believe you, Seventh777, rather than the chat person who was not only condensending, but plain stupid/slow in handling the WR matter and the "remaining balance" issue. My VIP manager's reply to my request:

QUOTE Thank you for your last email and I am sorry you feel that way.

Please note that every email sent to VIP Manager has a period of maximum 24 hours in which it is replied.

Also, I would like to inform you that the best place to find out all the details about cash-in, max cash out or anything related to that is our T&C page:

You do not have permission to view link Log in or register now.

Many posts on the forums may be correct, however they might refer to particular situations that sometimes do not totally reflect the general or complete idea. I assure you that all our live chat representatives have the correct answers all the time and their wide experience in various cases allows them to offer the best solution to any issue.

Yours truly,
Melissa J.
VIP Manager
GoWild Casino UNQUOTE

No need to point out their general T&Cs, since she knows very well that I am a VIP. I only did not know that the VIP bonus had no max cashout, but CS did or should have known this, but have kept this info from me, although I had specifically asked CS if a max cashout applied to the bonus. Don't you think the vip manager is a bit vague, i.e. evasive, in her reply? She does not really deny that my bonus had no max cashout, only that all CS members always give adequate answers (which they don't).

BTW, I have PMd Gia, the casino rep, on 13th Jan., still no response from her.

PS: for completion's sake: I forgot to mention that when I had sent my request by email to the VIP manager, I received 20 free spins on Wild Riviera. I then resent my request, since she had not bothered to respond to it. Hence the additional note on the 24-hour waiting period. She knows that quite a few things went wrong that night (but of course, Friday the 13th) and hopes she can silence me with the free spins.

I don't think calling GWs staff "stupid" and "slow" is going to help your cause very much. Just saying.

I know English isn't your first language (but you write it well) so I just wanted to help you with the word "condescending". It's a tough one to spell even for native English speakers

 

[Mouche12]

Thanks Nifty, condescending of course!

Well, what do you think of the tone of voice and contents of the VIP manager's reply? Due to certain circumstances it does not matter if I call CS stupid or slow (which in my case they definitely were). If you want to know more, pm me please.

Ciao!

 

[Nate]

My personal opinion of the reply is that it is Vague and unprofessional. WHY are you called a VIP if you get this kind of service. Your question was not even answered. I may sound like a shill here again, but you will not receive this type of treatment at 32Red.

Your VIP Manager states that the Live Help reps have all the correct answers all the time. I recall quite recently that they were saying that they DO NOT flush withdrawals when the Rep here was painting a different picture.

Just my 2Cents

Nate.

 

[vinylweatherman]

My personal opinion of the reply is that it is Vague and unprofessional. WHY are you called a VIP if you get this kind of service. Your question was not even answered. I may sound like a shill here again, but you will not receive this type of treatment at 32Red.

Your VIP Manager states that the Live Help reps have all the correct answers all the time. I recall quite recently that they were saying that they DO NOT flush withdrawals when the Rep here was painting a different picture.

Just my 2Cents

Nate.

...and you have that in writing

This could backfire on them, as when the CS say something that is wrong, and that favours the player, this can be thrown back at them.

A case in point happened at a different casino group.

A deposit of £2000 was double credited, but debited only once from my Neteller account. For THREE DAYS CS insisted there had been no mistake, and the £2000 was mine, and encouraged me to get on and play. I insisted otherwise, and eventually they conceded that it was an error after all, and because I hadn't played it was easily corrected.

Now, say this had happened at GoWild, and I had been told as above that CS are always right, and I had it in writing. I could then withdraw the extra £2000, and by the time they realised it was an error, it could be too late. They would have to ask me to give it back, but I could say no, it's mine, CS said so for 3 days, and my VIP manager has told me in writing that CS never make mistakes. I could then quickly remove everything from my Neteller account in anticipation of their next move, and leave them floundering.

I could then keep the 2K at the price of being banned from the casino, or give it back after they concede in writing that CS DO make mistakes after all, and allowances should be made for this by either party.

 

[Mouche12]

Thanks for your replies!

Yes, I have moved on to 32Red now.

I think the status of Go Wild should be changed to 'proceed with care' - also because the casino rep Gia has failed to give any response whatsoever, in spite of my numerous PMs.

 

[Seventh777]

Thanks for your replies!

Yes, I have moved on to 32Red now.

I think the status of Go Wild should be changed to 'proceed with care' - also because the casino rep Gia has failed to give any response whatsoever, in spite of my numerous PMs.

She has logged in today also

 

[chayton]

Thanks for your replies!

Yes, I have moved on to 32Red now.

I think the status of Go Wild should be changed to 'proceed with care' - also because the casino rep Gia has failed to give any response whatsoever, in spite of my numerous PMs.

I reported your post so Bryan or one of the mods can hopefully get the rep's attention for you. If reps don't respond, it's no use having them. IMO

 

[Mouche12]

Thanks, just received a PM from Max, have sent a message to the other rep, Yoni - did not know that there were two...

 

[Mouche12]

Well, Yoni just informed me that they are always there for me and that the messages did not go through, but that was because I had mistakenly (did not know) posted comments on Gia's profile page.

Anyway, Yoni knows about my request, but he/she does not respond in any way, other than that they are always available to assist me....

 

[Nifty29]

Well, Yoni just informed me that they are always there for me and that the messages did not go through, but that was because I had mistakenly (did not know) posted comments on Gia's profile page.

Anyway, Yoni knows about my request, but he/she does not respond in any way, other than that they are always available to assist me....

I think this serves as a reminder of why we shouldn't jump to conclusions when a member claims they're being 'ignored' by a rep.

Yes, there are genuine cases of ignorance but often its not by design.

It wouldn't be a bad thing for a few people to offer Gia an apology....the OP especially.

 

[Tirilej]

Maybe. But I have seen Gowildgaming logged in here reading this thread several of times.
I wonder why they havn't contacted the OP to solve his problem?
It should be in their interest also.

 

[Nifty29]

Maybe. But I have seen Gowildgaming logged in here reading this thread several of times.
I wonder why they havn't contacted the OP to solve his problem?
It should be in their interest also.

It's a fair point.

 

[Mouche12]

I gladly apologize for not having sent PMs, I left a comment on Gia's profile page. But as mentioned above, both casino reps have logged in, seen this threat, and did not respond in any way. Editing this now: I was confused, PMs are something different than posting a comment on a rep's profile. Anyway, last time I left a message on Gia's profile in August 2011 (regarding flushing withdrawals) she was right on it...

Also, as I mentioned above, Yoni confirms having received my message, but does not respond either, other than telling me that they are always available to assist.

If you read my comments at Gia's profile you will see that I did not have much of a pleasant experience with live chat on 13 January.

Still awaiting one of the reps' reponse.

 

[Mouche12]

Just received this message from the rep:

Hi Jacqueline,

First of all i'm He

I got the message and we are dealing with it to resolve it for the best.
I just got this late evening last night and day has just started.
I'm sure all will be ok.

Thanks,
Yoni


Will keep you posted.

 

[Mouche12]

FULLY RESOLVED

The matter about the $290 remaining balance has been fully resolved and I already received my funds, thanks to Gia, this is her reply:

I've been going over the thread you've posted here and have spoken with your VIP manager, Melissa, to get a better understanding of what happened this week.

I understand you are aware that all winnings coming out from a free bonus have a max cashout of a $100, however, I'd like to point out that we do make certain exceptions with our VIP members where we increase the limit up to a $500.

Please note that the above exception is not a set in stone rule, however, since we always try to go a mile ahead with our VIP members, we do our best to bend the rules whenever possible and keep our players happy and satisfied.

With this in mind, I've spoken with Melissa and our Finance department to see if there's anything I can help with processing the remaining amount of your winnings to your Neteller account.

Your winnings will be paid and both of our departments will get in touch with your shortly, if they already haven't done that.

If there's anything else I can help with, please don't hesitate to contact me.

All the best,
Gia

I will ask Max/Bryan to change the title of this thread.

 

[Nate]

Thanks for the Update and I'm glad that it was resolved in your favour.

Just so you know.... I have on Occasion cashed out MORE than $5000 (5k) from comps in the past at 32Red. I was never restricted to a max WD or told that they would up it as a favour or make a certain 'exception'...It was simple - Hey here's a $50 comp - Good Luck.

"Since we always try to go a mile ahead with our VIP members, we do our best to bend the rules whenever possible and keep our players happy and satisfied."

What the rep meant to say is:

"We always try to go a mile ahead" - She is right - A MILE ahead of other MG's - A MAX Cashout on a ND Bonus

"We do our best to bend the rules whenever possible and keep our players happy and satisfied" - Umm No - There's a reason why Go Wild is not in the Accredited section anymore ... Look it up. Also, the response IMO was poor throughout.

As fellow gamblers it is important you play at reputable No BS - No Excuse - Places. I am also passionate about service and will SCREAM it out if I have received it..... Go Wild does not fall into that category - The Accredited section says it all.

Nate

 

[Mouche12]

Thanks for the Update and I'm glad that it was resolved in your favour.

Just so you know.... I have on Occasion cashed out MORE than $5000 (5k) from comps in the past at 32Red. I was never restricted to a max WD or told that they would up it as a favour or make a certain 'exception'...It was simple - Hey here's a $50 comp - Good Luck.

"Since we always try to go a mile ahead with our VIP members, we do our best to bend the rules whenever possible and keep our players happy and satisfied."

What the rep meant to say is:

"We always try to go a mile ahead" - She is right - A MILE ahead of other MG's - A MAX Cashout on a ND Bonus

"We do our best to bend the rules whenever possible and keep our players happy and satisfied" - Umm No - There's a reason why Go Wild is not in the Accredited section anymore ... Look it up. Also, the response IMO was poor throughout.

As fellow gamblers it is important you play at reputable No BS - No Excuse - Places. I am also passionate about service and will SCREAM it out if I have received it..... Go Wild does not fall into that category - The Accredited section says it all.

Nate

I see your point Nate, but for the time being I am happy with the outcome.