Go Wild - Really Poor CS/Practices

[Thomas82]

Signed up with Go Wild today and within the time of adding my card and making a deposit they 'Locked my account' due to "the fact you have registered multiple accounts we have locked them all in order to protect ourselves from bonus abusing methods"

I have never played at GoWild before and no-one else at this address has either.

Tried their support line and received a message that they do not take telephone calls anymore and I was welcome to leave a message - I did but never had a call back.

Also there live chat service:

--

Me: When have I had a account previously?

Me: I only moved here last month so how can I have had a previous account?

Dana: Please note this information is confidential as it involves data regarding accounts registered for the household

Me: whats your telephone number so I can call?

Dana: At this time we provide assistance online and I will please ask you to contact us also using the following e-mail address [email protected]. However at this time your account will remain locked as there are multiple accounts registered on your household

Me: you do not provide assistance by telephone?

Dana: Please note due to the fact you have registered multiple accounts we have locked them all in order to protect ourselves from bonus abusing methods

Me: why do you NOT answer questions?

Dana: You can use this phone number in order to contact us 0-808-120-3629

--

My bad for switching from 32Red!

 

[KasinoKing]

Me: I only moved here last month so how can I have had a previous account?

The most likely answer is that the people who lived at your address before you had multiple accounts there.
Not really that much you can do about it without a lot of effort on your part.
If you're still really keen to play at Go Wild, you could try sending a PM to their rep here and see if they can do anything to help.
They have 2 reps here:
https://www.casinomeister.com/forums/members/
https://www.casinomeister.com/forums/members/

If it was the previous residents, you may find you get the same problem at other new casinos you try to join.

KK

 

[vinylweatherman]

Surely this is taking the one account per household rule too far. The previous "household" no longer lives there, so in fact the OP is a new "household", and the term does not apply. What if it is the other way around? Surely by GoWild's interpretation, I can have one account for every house I have lived in, opening a new account each time I move to a new house.

Many people move house all the time, especially those who rent. This will create a "meltdown" situation where most addresses in the UK will be "blocked" because previous occupants with casino accounts have lived there. Now that the "bonus abusers" have moved on, they can create another account if they have chosen a house that has never had an occupant that has played there before.

The industry needs to modernise, and use fluid databases that take account of the movements of people.

What makes players believe the whole thing is a scam is that they are first told it is THEY who have the other account, followed by a refusal to disclose the details because the "other person" has the right to confidentiality of their data.

Although the quick lockout prevented the even bigger problem of confiscated winnings, the refusal to allow the player to speak with someone about it makes the problem even worse.

First they say there is no phone number, then they give one. To most players, this kind of "jerking around" will make them wary, and they may believe the casino is one of the rogues.

GoWild seems to have struggled since launch, and straight away got themselves into a right mess that had them flirting with the rogue pit. Their rep came and went, and since then they can't seem to decide whether to behave like an accredited casino or a "rogue". They claim to want to be the very best, yet they have not delivered.

They lost their main support centre due to a disgruntled ex employee making false allegations to the police, who then raided and shut down the offices. They promised this would be fixed, and things would return to normal. In fact, they never did return to what they once had, and this case is proof. Before this incident, they had fast support on both chat and phone, but now they don't have a manned phone support desk, and the quality of chat support has declined.

They even made it to the accredited list, but then dropped the ball and got themselves removed, although not rogued.

A better casino would quickly try to establish whether the OP was part of the old household, or a new occupant. This can be backed up by them sending in documentation showing when they took up residency, and after only a month, there would be plenty of it lying around.

 

[Thomas82]

Thanks for the replies. Valid points r.e. someone at the address previously.

My moan here is the quality of CS support and the telephone numbers on the web site that will never be answered by a human!

 

[PegeeSue]

It isn't just GoWild or MG since the same thing happened to me at a playtech although it wasn't mentioned until I made a withdraw. They told me that someone else at this address has an acct. I explained that I had just moved here at that time 3 months prior. I went through alot of rigamaroll by having to contact the previous tenant and get his drivers licence to show his new address, a utility bill of his at his new address etc. Even after that it was still touch and go but they eventually allowed my withdraw.

 

[vinylweatherman]

It isn't just GoWild or MG since the same thing happened to me at a playtech although it wasn't mentioned until I made a withdraw. They told me that someone else at this address has an acct. I explained that I had just moved here at that time 3 months prior. I went through alot of rigamaroll by having to contact the previous tenant and get his drivers licence to show his new address, a utility bill of his at his new address etc. Even after that it was still touch and go but they eventually allowed my withdraw.

This would be completely illegal in a properly regulated environment. You CANNOT legally be held responsible for the actions of someone else, even if you know them. It is not YOUR responsibilty either to chase down the previous tennant and ask for his documents, this is the responsibilty of the business if they feel the previous customer "did a runner" with outstanding issues.

Even credit reference agencies have been given official "bollockings" for making spurious connections between previous and current tennants of an address that causes damage to the current occupant's credit worthiness. A simple "ID verification" credit check here in the UK should verify that there has been a change of tennancy, and other proofs of this status are available, such as a new tennancy agreement, or entry on the deeds at the land registry where the home has been bought.

Even electoral roll checks will show the change, although there could be some delay in getting the data to update. UK residents are advised to update the local electoral register as soon as they move in, rather than wait for the annual form to come around in October.

Casinos are using a flawed system to determine the status of households, and are using it to confiscate money unjustly, and with a difficult appeals process in some cases.

It would be better to have a term that players must have been at an address for x years before they can register a new account. This would allow time for all databases to update. Although players are supposed to inform casinos that they have changed their address, this is not likely to happen where the player has decided to abandon the account. This means that casinos have a fair bit of out of date data that is considered "current". This problem is down to the previous tennant not informing the casino they have moved, so their datasets show that this previous tennant, as well as the current tennant, live together in the same household.

They also don't live in the "real world", as they believe no player would ever fail to tell them they had moved, even where they had not played in a long time. They couple this with the belief that people almost never move house, so immediately interpret "I just moved in" as evidence of guilt, and just an excuse used because they got caught by the database.

 

[The Dude]

@ Thomas82

As per the forum rules, please contact the casino reps about this. No need to speculate. Let's see what's up

 

[skiny]

I think this is a worthy topic for anyone who may want to open an account at this casino. Even if you moved 2 years ago there may be an existing player with your address on their files.

I would contact support before opening the account and ask if your address is going to be an issue.

Which part was speculation?

 

[conker]

Please let us know what happens Thomas82, I am interested to know if Go Wild sort it out eventually.

 

[vinylweatherman]

I think this is a worthy topic for anyone who may want to open an account at this casino. Even if you moved 2 years ago there may be an existing player with your address on their files.

I would contact support before opening the account and ask if your address is going to be an issue.

Which part was speculation?

This would not necessarily help. Support may not understand the question properly, and give the OK by mistake. The player may not know how to put the question, and this will also lead CS to give the wrong answer. Most people never get to speak to a previous tennant or owner, as much of the "paperwork" is handled through solicitors and letting agents. Ideally, a new tennant or owner who plays online would want to ask the previous occupant whether they had opened accounts at online casinos, and which ones. Even if asked, the most likely response would be "none of your business".

It's down to the industry to accept that people DO move house, and generally DON'T inform businesses that they no longer have an active relationship with. For example, I would inform my CURRENT energy supplier, but I would NOT inform NPower, Southern, etc where I once HAD an account, but later changed supplier. Many such companies have introductory offers that are "once per household", and CANNOT be claimed by moving away, and then returning. Somehow, they manage to cope when a second application comes in from the same address, but where a new owner or tennant has moved in. In most cases, it is "bleedin' obvious" as it is a different surname, and all that remains is to run a credit check, where there is also a history of "addresses in the last 3 years".

This case is not just about a casino struggling with the concept that people move house, but when faced with such a case, their response is to "stonewall" the player, and force them to seek redress externally. They should have dealt with this internally by escalating the matter, and asking for evidence of a recent occupation of the premises along with the usual ID documents. Evidence of a previous address would support this if there are not yet enough documents for the current address because the move was recent.

Nowhere have I seen players advised to contact support or otherwise take care when joining a casino if they have not lived at their current address for long. Some players may think so few people play online that the chances of the previous occupant having an account at a specific casino among the thousands offered is so remote that it can be ignored.

 

[skiny]

This would not necessarily help. Support may not understand the question properly, and give the OK by mistake. The player may not know how to put the question, and this will also lead CS to give the wrong answer. Most people never get to speak to a previous tennant or owner, as much of the "paperwork" is handled through solicitors and letting agents. Ideally, a new tennant or owner who plays online would want to ask the previous occupant whether they had opened accounts at online casinos, and which ones. Even if asked, the most likely response would be "none of your business".

It's down to the industry to accept that people DO move house, and generally DON'T inform businesses that they no longer have an active relationship with. For example, I would inform my CURRENT energy supplier, but I would NOT inform NPower, Southern, etc where I once HAD an account, but later changed supplier. Many such companies have introductory offers that are "once per household", and CANNOT be claimed by moving away, and then returning. Somehow, they manage to cope when a second application comes in from the same address, but where a new owner or tennant has moved in. In most cases, it is "bleedin' obvious" as it is a different surname, and all that remains is to run a credit check, where there is also a history of "addresses in the last 3 years".

This case is not just about a casino struggling with the concept that people move house, but when faced with such a case, their response is to "stonewall" the player, and force them to seek redress externally. They should have dealt with this internally by escalating the matter, and asking for evidence of a recent occupation of the premises along with the usual ID documents. Evidence of a previous address would support this if there are not yet enough documents for the current address because the move was recent.

Nowhere have I seen players advised to contact support or otherwise take care when joining a casino if they have not lived at their current address for long. Some players may think so few people play online that the chances of the previous occupant having an account at a specific casino among the thousands offered is so remote that it can be ignored.

I agree with you 100%. I'm just saying that now knowing this problem exists at this particular casino I would contact them and ask if my new address is going to be a problem before I opened the account. At the very least you have a record of them saying that your home address is not a problem and it was you that made the initial contact to verify if it was.

Far too often people create new accounts at casinos that raise no flags until after the first deposit is made. It amazes me how nobody seems to notice these problems until after the player makes a deposit.