Resolved GoWild Casino has confiscated my money

[Jannelova]

Dear,

Admin note: this was a very complicated case where the player was playing his own funds, but redeeming loyalty points as well. The loyalty points are like a bonus and are subject to bonus terms and conditions, which include "no irregular play." Thus he was breaking the bonus terms and conditions. In the end, this was resolved between the casino and player.

GoWild Casino have confiscated all my money by claiming that I have breaking a rule by change bet when I played slots.
Are a casino in Malta allowed to have any rules, even if it is brutishly?
The rule they refereeing to is following:

"Forbidden to building a balance and significantly changing play patterns for example bet size, game types and bet structures etc."

This sounds totally crazy to me because all customers are of course from time to time
changing bet when playing slot and it must be customers choice on what to bet each time.
This is obviously a way for them to confiscate customers money if someone win big.

Slot machines allow you to change bet and how come that they then having a rule which opposite not allow you to do so? This rule is also not clear because it say "significant" and "etc".
Then GoWild can themself be the judge and decide when they want to use this rule to confiscate customers money and the customers don't know what rights they have.

All slots are also using a slot random generator so no one can predict the outcome if each slot.

It's also even more strange that they claim this rule on me because I played with more or less same amount on more than hundreds of slot games before I got my biggest win which was on SEK 250.000 ( USD 30.500 ).

Gowild confiscated all my deposits which where on a balance of total SEK 205.000 (USD25.000) and then also all my winnings which where on SEK 112.000 (USD 13.600) which give the total of SEK 317.000 (USD 38.600) as they confiscated.
I where totally broken by this, both finance wise as well as a person and I therefore are now on a 8 weeks rehabilitationcenter for playing addition named "Game Over" in Linköping/ Sweden.

I will also add to this that I never play with any bonus and did not do that here with GoWild, it was just pure deposit money as they took.

Kind regards

Jan Kristiansson

 

[DreamRJ]

I will also add to this that I never play with any bonus and did not do that here with GoWild, it was just pure deposit money as they took.

Kind regards

Jan Kristiansson

Well seeming you mentioned at the end of your post that it was not bonus funds then you have a case and you need to do a PAB.

You should also have gotten screenshots of your balance. Or you should also ask for all data regarding your deposits/withdraws and play history as well.

And if you do submit a PAB, just remember to read the FAQ before you submit one because you can not discuss the ongoing procedure and outcomes until after the PAB has been completed. So dont post in this thread or create any other or post in any other thread until the PAB is complete.

But i know casinos have these rules and terms but usually it is for players who are playing with bonus funds, and as u said you did not, i am in just as much shock as you are. I have not ever seen a case yet where a player has been accused of this from playing with a straight deposit especially from a big name casino brand too.

But i wish you the best of luck. And i hope you update us the outcome of the PAB once you have done it.

 

[Jono777]

I'd start by contacting the rep here: - https://www.casinomeister.com/forums/members/gia-gowild.html

She has not been on Casinomeister since 2nd August but should get an email notification to say she has a private message here.

Strange situation as most of the terms you describe are usually assocaited with bonus related play which you state you did not do???

Drop her a private message (Click on her name and choose send PM on left side of your screen)

 

[Tirilej]

Welcome to CM Jan.

I was a bit surprised by reading that you are on a center for problem gamblers, not because you have a problem with gambling, but because you got so depressed with not getting this money you won

Let me ask you instead: What would have happened if you had been paid? Would the addiction to gambling been gone and you had lived your life problem free?

I don't know what made GoWild deciding that your betting pattern was off, but I do know that many casinos have certain rules when you're playing with a bonus, and that is one of them. If you didn't use a bonus then it's a different thing.

 

[DreamRJ]

Welcome to CM Jan.

I was a bit surprised by reading that you are on a center for problem gamblers, not because you have a problem with gambling, but because you got so depressed with not getting this money you won

Let me ask you instead: What would have happened if you had been paid? Would the addiction to gambling been gone and you had lived your life problem free?

I don't know what made GoWild deciding that your betting pattern was off, but I do know that many casinos have certain rules when you're playing with a bonus, and that is one of them. If you didn't use a bonus then it's a different thing.

Wait my bad deleted post !!! sorry

 

[Tirilej]

Wait my bad deleted post !!! sorry

You deleted you post at the same time as I was going to reply. Good

I doubt those at the rehab center knows he's posting in a gambling forum. They would certainly not approve that it will help him.

I must say though that if the OP is telling the truth then GoWild will not stay long as an accredited casino, so a PAB should be done no matter what I think about it.

 

[DreamRJ]

You deleted you post at the same time as I was going to reply. Good

I doubt those at the rehab center knows he's posting in a gambling forum. They would certainly not approve that it will help him.

I must say though that if the OP is telling the truth then GoWild will not stay long as an accredited casino, so a PAB should be done no matter what I think about it.

yep I agree and sorry again, it was my mistake in not reading that line he/she said in the OP about the rehab he/she is currently attending.

But yes a PAB is the only choice and action he/she should take.

But the OP also didn't mention when this happened and if the fact of this resulted in him going to rehab. Who knows. the OP didn't give a date or timeframe of events either.

 

[Harry_BKK]

The OP stated clearly that no bonus was involved. Since when can a casino dictate betting patterns when you play with your own money???

If the OP told us the truth then i hope Gia will sort this out quickly. Otherwise, i can't see them keeping their accredited status.

OP should submit his PAB asap, if no resolution is offered by Gia.

To the OP, PAB is a free arbitration service offered her at CM. Read all the rules here: https://www.casinomeister.com/forums/help/pab-rules/, and then submit it as you have a good case, but only if you told the truth.

 

[snotter999]

Hope i'm 100% wrong but feeling like OP may not be telling s the truth!

Feeling there is more to this that OP will never tell us.
Be glad to be proven wrong but i smell a fish!

 

[Jono777]

Hope i'm 100% wrong but feeling like OP may not be telling s the truth!

Feeling there is more to this that OP will never tell us.
Be glad to be proven wrong but i smell a fish!

I usually smell a rat

When I can smell fish, I know my luck is proper in

 

[Tirilej]

I guess we will find out if it's smelling bad or not. I've talked to him through pm's a little since he's Swedish.
Not about what's happened but what he should do, and apparently he have been in contact with MGA too.

He will do a PAB so there is no need to speculate, but just wait for the result since he's not allowed to discuss it in here.

 

[kavaman]

If the op did not use a bonus, he should be paid. Casino cannot dictate how a person bets, if no bonus is involved. I think if its not a case of problem gambling he should definately be paid, if he is telling the 100% truth.

 

[lockinlove]

Its just not a very good casino all around. I enquired about a few things to the rep and the casino and neither of them got back to me at all, I found it incredibly rude. They dont even have terminator 2 or jurassic park anymore.

Much better casino's out there.

 

[Mouche12]

I usually smell a rat

When I can smell fish, I know my luck is proper in

Okay, but even if it were bonus funds this rule is outrageous and extremely unfair; virtually all casinos impose a max bet size during WR, but this??

So, in either case PAB and please let us know the outcome. Best of luck in retrieving all your winnings.

 

[lockinlove]

I usually smell a rat

When I can smell fish, I know my luck is proper in

Sounds like you have been hanging out with some real winners

Sounds unlucky to me

 

[Jono777]

Sounds like you have been hanging out with some real winners

Sounds unlucky to me

lol, LIL

Always like a bit of rough me from time to time. Make sure my showers working and running hot first ;p

Then again all this was so long ago before I made the mistake of saying "I Do"

 

[Gia - GoWild]

Message from GoWild

Hi,

This concern has been communicated to the customer clearly on why the decision was made. All needed specific information with explanation has been provided too to the customer.

The customer registered on the website with a full agreement to the terms and conditions. Having that said, he has fully agreed too to the specific clause below:

6.2. Without derogation from the generality of the foregoing, the following activities are not allowed and constitute a material breach of these Terms of Service: i) colluding with third parties; ii) using unfair advantage or influence (commonly known as cheating), including the exploitation of a fault, loophole or error in our software, the use of automated players (sometimes known as 'bots'); or the exploitation of an 'error'; iii) undertaking fraudulent activities to your advantage, including the use of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds, or taking part in any criminal activities including money laundering and any offence with criminal repercussions; iv) irregular play, which may include but is not wholly restricted to any one or more of the following types of play: placing single bets equal to or exceeding the limit defined in the terms of the bonus campaigns of the value of the bonus credited to the player account, in advance of the wager requirement for that bonus having been met; using the double-up feature to increase bet values; placing even money bets on Baccarat, Blackjack and Roulette and/or building a balance and significantly changing play patterns for example bet size, game types and bet structures etc.


The casino will stand by the terms and for any other questions, the customer may freely contact us.


Thanks,
Gia
GoWild

 

[Tirilej]

Hi,

This concern has been communicated to the customer clearly on why the decision was made. All needed specific information with explanation has been provided too to the customer.

The customer registered on the website with a full agreement to the terms and conditions. Having that said, he has fully agreed too to the specific clause below:

6.2. Without derogation from the generality of the foregoing, the following activities are not allowed and constitute a material breach of these Terms of Service: i) colluding with third parties; ii) using unfair advantage or influence (commonly known as cheating), including the exploitation of a fault, loophole or error in our software, the use of automated players (sometimes known as 'bots'); or the exploitation of an 'error'; iii) undertaking fraudulent activities to your advantage, including the use of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds, or taking part in any criminal activities including money laundering and any offence with criminal repercussions; iv) irregular play, which may include but is not wholly restricted to any one or more of the following types of play: placing single bets equal to or exceeding the limit defined in the terms of the bonus campaigns of the value of the bonus credited to the player account, in advance of the wager requirement for that bonus having been met; using the double-up feature to increase bet values; placing even money bets on Baccarat, Blackjack and Roulette and/or building a balance and significantly changing play patterns for example bet size, game types and bet structures etc.


The casino will stand by the terms and for any other questions, the customer may freely contact us.


Thanks,
Gia
GoWild

So are you saying that even though we play without any bonus we are not allowed to bet whatever we want or change games when we want to?
Or was there a bonus in play that he didn't tell us about? The rules you have quoted are for play with a bonus.

I hope you will answer this. It's important for us to know.

 

[maxd]

We're debating this with them too. And yes, those exceptionally poorly worded rules apply to straight deposits, no bonuses.

 

[Tirilej]

We're debating this with them too. And yes, those exceptionally poorly worded rules apply to straight deposits, no bonuses.

IMO "significantly changing play patterns" can mean whatever they want it to. That is unreasonable and unfair, especially for no-bonus play.

Reading the rule she's refferring to it is about bonus play. I can't be that bad in English

So he was telling the truth. No bonus in play.

They should be rogued, no question about it!!!

 

[curremon]

Hi,

This concern has been communicated to the customer clearly on why the decision was made. All needed specific information with explanation has been provided too to the customer.

The customer registered on the website with a full agreement to the terms and conditions. Having that said, he has fully agreed too to the specific clause below:

6.2. Without derogation from the generality of the foregoing, the following activities are not allowed and constitute a material breach of these Terms of Service: i) colluding with third parties; ii) using unfair advantage or influence (commonly known as cheating), including the exploitation of a fault, loophole or error in our software, the use of automated players (sometimes known as 'bots'); or the exploitation of an 'error'; iii) undertaking fraudulent activities to your advantage, including the use of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds, or taking part in any criminal activities including money laundering and any offence with criminal repercussions; iv) irregular play, which may include but is not wholly restricted to any one or more of the following types of play: placing single bets equal to or exceeding the limit defined in the terms of the bonus campaigns of the value of the bonus credited to the player account, in advance of the wager requirement for that bonus having been met; using the double-up feature to increase bet values; placing even money bets on Baccarat, Blackjack and Roulette and/or building a balance and significantly changing play patterns for example bet size, game types and bet structures etc.


The casino will stand by the terms and for any other questions, the customer may freely contact us.





Thanks,
Gia
GoWild

ABSOLUTE BULLSHIT... This is just one of those unethical rules why this casino shouldnt be accreditet.
Basicly whenever player wins too much in their opinion they can pull this "card" and not pay.. indeed there is smell of fish and rat in the air, but it comes from casinos side.

 

[lockinlove]

Like what kind of rule is this? People cant play and bet how they want? If your games are random, what do you care what people do with their money when not on a bonus?

I feel like this casino has taken a massive dive. All their bonuses are phantom bonuses. Capped winnings onn their cashback. Capped winnings on their loyalty points. Thats pretty unheard of for an MG/multi platform casino. There are so many more casinos out there that dont pull this crap, have a better selection of games, better bonus system and legit terms.

Its as if the casino isnt happy with the profits that the actual games bring so now they implement every kind of rule so the player has a very hard time winning at all.

I dont see this ending well for the casino

 

[The Dude]

Hi,

This concern has been communicated to the customer clearly on why the decision was made. All needed specific information with explanation has been provided too to the customer.

The customer registered on the website with a full agreement to the terms and conditions. Having that said, he has fully agreed too to the specific clause below:

6.2. Without derogation from the generality of the foregoing, the following activities are not allowed and constitute a material breach of these Terms of Service: i) colluding with third parties; ii) using unfair advantage or influence (commonly known as cheating), including the exploitation of a fault, loophole or error in our software, the use of automated players (sometimes known as 'bots'); or the exploitation of an 'error'; iii) undertaking fraudulent activities to your advantage, including the use of a stolen, cloned or otherwise unauthorized credit or debit card, as a source of funds, or taking part in any criminal activities including money laundering and any offence with criminal repercussions; iv) irregular play, which may include but is not wholly restricted to any one or more of the following types of play: placing single bets equal to or exceeding the limit defined in the terms of the bonus campaigns of the value of the bonus credited to the player account, in advance of the wager requirement for that bonus having been met; using the double-up feature to increase bet values; placing even money bets on Baccarat, Blackjack and Roulette and/or building a balance and significantly changing play patterns for example bet size, game types and bet structures etc.


The casino will stand by the terms and for any other questions, the customer may freely contact us.


Thanks,
Gia
GoWild

Are you sure that's your final answer? I had emailed the person handling this complaint on Tuesday - I didn't expect you to respond like this in the forum. Especially after we told the player that this was still "in progress."

And silly me speed reading, I thought you were applying this term to bonus play - he never took a bonus (?!). I play like he does all the time - have a big win, increase the bets massively for a few rounds Kamikaze style.

It would have been nice to have been in the loop on this decision. Bad move on GoWild's part.

 

[Harry_BKK]

It is indeed in their general terms and conditions under

6. Fraudulent Behavior and Prohibited Activities

Can you believe that??? Changing bet sizes is fraudulent or prohibited!!!

FU clause, nothing else.

STRAIGHT TO THE ROGUE PIT!!! Adios!

 

[refre]

For many players this is gambling. The 'highs and lows' and 'roller coaster rides' is what makes it exciting.
Also, the way it's worded it covers raising bets after a good win. Don't we all do that?