Resolved GoWild Casino has confiscated my money

[ThePOGG]

Has the OP been advised in any manner that they are giving this case a review?

Is there a formal appeal procedure if one is not satisfied with an MGA ruling?

At best this is unofficial at the present time. I'm essentially calling in a favour, though it is important to note that I'm not the only or even the first person they'd listen to here to have contacted their team.

It's possible nothing will come of this, but as I've said I feel that I and others have a good relationship with their team and I'd be more than a little surprised if this case wasn't given a second look.

TP

 

[PatrickNess]

Oyy vey!

Lifetime Self-exclusion to all MGA casino on its way. Allow me to start with GoWild. Bye ! See you in hell!

 

[Pulver]

Truly shocking behavior from GoWild. This is pure theft, no two ways about it.

Really hope that the player receives his money in the end, and well done by Casinomeister on blacklisting GoWild.

 

[me_and_ed]

The irony, just got email from Go Wild telling me my cool off period was over and I am good to go and play........told them thanks but due to reasons mentioned above to close my account permanently.

 

[Casinomeister]

I need to mention that even though he was playing with his own cash, he was also redeeming loyalty points as well, which are considered bonuses and have bonus terms attached to them. So this has complicated matters.

Actually, there are negotiations going on between the OP and GoWild. So hopefully they can resolve this amicably.

In my opinion, GoWild needs to revisit their terms and conditions and have them rewritten so that there are no questions on what can be expected from the players, and from them. For now, they are way too vague, seemingly unfair, and confusing.

 

[bowki]

In my eyes there is absolutely nothing they can do to gain my trust again. No matter how the outcome of this cas is going to be.

 

[Tirilej]

I need to mention that even though he was playing with his own cash, he was also redeeming loyalty points as well, which are considered bonuses and have bonus terms attached to them. So this has complicated matters.

Actually, there are negotiations going on between the OP and GoWild. So hopefully they can resolve this amicably.

In my opinion, GoWild needs to revisit their terms and conditions and have them rewritten so that there are no questions on what can be expected from the players, and from them. For now, they are way too vague, seemingly unfair, and confusing.

Yes I saw GoWild had responded in an affiliate forum just stated that there was a bonus in play and that's why they could use that rule about irregular betting
It's sad that they don't seem to know how slots are working since that it what they are offering their customers.

His biggest win came when making huge deposits and played $50/spin so those few comppoints shouldn't have been affecting that win.

There is also three cases here that I hope will be solved before they get out of the rogue pit.

 

[paul7388]

I know its so easy to blame a casino and by all accounts GoWild seems to be in the wrong.

But the player has stated he only played cash and no bonus whatsoever.

But now we find the player also redeemed loyalty points which are bonus money.

They have all the conditions of normal bonus play and most importantly.

The maximum withdrawal amount for any redeemed or exchanged loyalty points/rewards to cash/bonus money, as well as any free “No-Deposit” bonus and Free Games (Free Spins), is EUR 100, USD 100, CAD 100, AUD 100, SEK 1000 or NOK 1000, unless mentioned otherwise.

Sorry i know the casino is probably in the wrong but by using loyalty points it changes the whole scenario.

 

[Jannelova]

Gowild agreement

I understand that I have breached the Terms and Conditions of the casino and therefore made an agreement with GoWild which is satisfied for me and no more claim will come from my side regarding this case.

Thanks Bryan, Max at Casinomeister and everyone else for your support to solve this matter.

Kind regards/ Jan Kristianssson

 

[ReggieMac]

I understand that I have breached the Terms and Conditions of the casino and therefore made an agreement with GoWild which is satisfied for me and no more claim will come from my side regarding this case.

Thanks Bryan, Max at Casinomeister and everyone else for your support to solve this matter.

Kind regards/ Jan Kristianssson

Glad you got a result that you are happy with.

Pity that GoWild let it go so far in the first place as their reputation is in tatters and will have far reaching implications I would guess.

 

[Nate]

Thanks for the feedback.

IMPO it seems GOWild has made you post that in order for you to get something back. At the end of the day, that is your decision. I wish you all the best.

Also, If comp points were ever a factor, for the amount that was deposited, this should never have mattered. This outfit is SHADY - Always has been. I see that with their affiliate program too.

Nate

 

[interlog]

If comp points were in play (as it appears to be the case) then perhaps it is understandable why the MGA sided with the casino.

 

[Harry_BKK]

If comp points were in play (as it appears to be the case) then perhaps it is understandable why the MGA sided with the casino.

I think GoWild should have never let this case go to the MGA.

A player who deposited 25K in a short period and has then once a win, will surely come back for more if you treat him right! To base their decision on a few measly converted loyalty points is just very shortsighted. I even think they have scoured the game and activity logs on purpose to find a reason not to pay the OP.

This reminds me of a similar MG casino - Lucky 247. I had once an issue with a payment where they kept it pending for 5 days only to come back to me that i went over the betting limit when wagering their bonus. I showed them then clearly that i was not ever over the limit while the bonus was still active and they grudgingly paid after 6 days. But it took them 5 days to go through all the logs and they made that effort for a 4.5K payment. And I was considered a super duper VIP, diamond, platinum whatever player.

Needless to say they never saw a penny from me again. Now imagine the activity when the payment is 35K and the casino does not want to pay!

 

[Jono777]

Comp points take thousands of wagers to earn thru hard earned CASH deposits.

BS excuse and a lucky "get out clause" if ever I saw one

 

[interlog]

I think GoWild should have never let this case go to the MGA.

A player who deposited 25K in a short period and has then once a win, will surely come back for more if you treat him right! To base their decision on a few measly converted loyalty points is just very shortsighted. I even think they have scoured the game and activity logs on purpose to find a reason not to pay the OP.

This reminds me of a similar MG casino - Lucky 247. I had once an issue with a payment where they kept it pending for 5 days only to come back to me that i went over the betting limit when wagering their bonus. I showed them then clearly that i was not ever over the limit while the bonus was still active and they grudgingly paid after 6 days. But it took them 5 days to go through all the logs and they made that effort for a 4.5K payment. Needless to say they never saw a penny from me.

Now imagine the activity when the payment is 35K and the casino does not want to pay!

I am not siding with the casino at all Harry, but there has been some criticism aired towards the MGA. Justified criticism if there was no funds involved that had terms attached to them (that is if it was a strict cash deposit only) but now that it came to light that comp points were used perhaps those terms- and conditions could apply after all. I don't believe the MGA is there to judge whether those terms are fair or not (unless they are extreme, such as no cash out is ever possible).

 

[Harry_BKK]

I am not siding with the casino at all Harry, but there has been some criticism aired towards the MGA. Justified criticism if there was no funds involved that had terms attached to them (that is if it was a strict cash deposit only) but now that it came to light that comp points were used perhaps those terms- and conditions could apply after all. I don't believe the MGA is there to judge whether those terms are fair or not (unless they are extreme, such as no cash out is every possible).

Sorry, i wasn't implying that you did.

The OP stated though he was betting something like $6 - $10 - $8 and then had the big hit. I do not see that as a changing betting pattern in that it fits their definition in the terms.

But my point was more that if you have a player blowing $25K in a short period then you try to keep him as he will blow those $35k back and a lot more over time.

 

[Gia - GoWild]

Hello all,

We have not responded up to this moment as we were doing all our best to conclude this case with the customer personally.
As mentioned by the customer on the previous comment, he did breach the casino terms and conditions, specifically the casino bonus terms and conditions while placing irregular bets and also placing bets exceeding the maximum bet limit of 20% of the bonus amount – all of these while playing while bonus is active in his account.
However, though the terms were breached and due to the complexity of this case, given the fact that GoWild has 10 years of good reputation in the business, we have concluded the deal with <snip> with his full satisfaction.

 

[lotusch]

Thanks for the feedback.

IMPO it seems GOWild has made you post that in order for you to get something back. At the end of the day, that is your decision. I wish you all the best.

Also, If comp points were ever a factor, for the amount that was deposited, this should never have mattered. This outfit is SHADY - Always has been. I see that with their affiliate program too.

Nate

Fully agree, at most casino's comp points will only be a very small fraction of all your accumulated deposits and spins...
And seeing how much OP had deposited I am sure those lousy few dollars would not have mattered.

I am gobsmacked how this casino has dealt with this whole case and also did with the 20% (bonus) spin from the other player.

For me a place I would never ever play for one single penny and if people would ask me about this place I would strongly advise them not to play here.

Glad OP got some monies back but to the cost of dropping any complaints / law cases against GW.
I would have gone for the full whack with a very good lawyer.

 

[lockinlove]

Thanks for the feedback.

IMPO it seems GOWild has made you post that in order for you to get something back. At the end of the day, that is your decision. I wish you all the best.

Also, If comp points were ever a factor, for the amount that was deposited, this should never have mattered. This outfit is SHADY - Always has been. I see that with their affiliate program too.

Nate

Yup 100% was told to post that as part of the deal. It seems like they want this portrayed clearly for future reference to fallback on."I heard you guys tried or stole from a player for a stupid reason".

"No we did not and you can go and visit this post where the player clearly admits to breaking terms. Yet we still paid him"

"oh wow great job. Ill go deposit then"

yawn.

Lets all remember one thing. They were going to rip this player off if it wasnt for the pressure of this community and the complaints being pushed into the MGA. As for the points thing, their phantom bonuses and misleading terms and inaccurate chat infromation, they deserve to be rogue.


Whatever though, as long as he got some money out of this in the end.

 

[ThePOGG]

Hello all,

We have not responded up to this moment as we were doing all our best to conclude this case with the customer personally.
As mentioned by the customer on the previous comment, he did breach the casino terms and conditions, specifically the casino bonus terms and conditions while placing irregular bets and also placing bets exceeding the maximum bet limit of 20% of the bonus amount – all of these while playing while bonus is active in his account.
However, though the terms were breached and due to the complexity of this case, given the fact that GoWild has 10 years of good reputation in the business, we have concluded the deal with <snip> with his full satisfaction.

Hi Gia,

I'm glad to see you've cleared this up. But I would like to point out that ALL of this thread could pretty much have been avoided had your team provided MaxD a proper explanation in the first place. When operators direct to terms that are either irrelevant or vague situations escalate quickly. The comp points issue aside - there is an argument to be had that you'd be right not to pay based on this, though it may come across as unfair to some players if the comp points in play were small in proportion to the cash balance - exceeding the maximum bet term would probably have justified the actions taken in themselves. Instead the CM team was left to believe that this was a cash balance only and then directed to what are clearly bonus terms to justify the action taken. No wonder GoWild ended up Rogued. And unfortunately while all this was going on the MGA ended up getting dragged through the mud right behind you.

For ourselves, no status change will happen until the second issue raised by Max in this post - https://www.casinomeister.com/forums/threads/gowild-casino-has-confiscated-my-money.80458/ - is addressed (20% max bet term being changed). This issue is just as serious as the one that's just been cleared up, so it either needs to be rectified or the full explanation for the real reasons the player isn't being paid needs to be provided. When Max tells me he's happy with the explanation provided we'll consider our position on GW moving forward.

TP

 

[ReggieMac]

Hello all,

We have not responded up to this moment as we were doing all our best to conclude this case with the customer personally.
As mentioned by the customer on the previous comment, he did breach the casino terms and conditions, specifically the casino bonus terms and conditions while placing irregular bets and also placing bets exceeding the maximum bet limit of 20% of the bonus amount – all of these while playing while bonus is active in his account.
However, though the terms were breached and due to the complexity of this case, given the fact that GoWild has 10 years of good reputation in the business, we have concluded the deal with <snip> with his full satisfaction.

Of course you have, well done you, and to think all he had to do to get this "agreement" was to publicly have to admit that he was wrong and you were right! It is a pity you did not think of your "10 years of good reputation" whilst dealing with this debacle. I note also that you do not make any mention of the absurd and misleading T & C's that started this whole mess in the first place. 10 Years building a rep, matter of days to shatter it!

 

[Tirilej]

Hello all,

We have not responded up to this moment as we were doing all our best to conclude this case with the customer personally.
As mentioned by the customer on the previous comment, he did breach the casino terms and conditions, specifically the casino bonus terms and conditions while placing irregular bets and also placing bets exceeding the maximum bet limit of 20% of the bonus amount – all of these while playing while bonus is active in his account.
However, though the terms were breached and due to the complexity of this case, given the fact that GoWild has 10 years of good reputation in the business, we have concluded the deal with <snip>with his full satisfaction.

If I remember correct then he played back in May and you had no plans whatsoever to pay this player ever. You wouldn't have if he hadn't been recommended this forum and made a post here.
You still had no plan of paying him until you suddenly were in the rogue pit and we all wanted MGA to take the case again.

The worst part of it is that you guys still believe that changing betsize can create a win You do understand that if that was the case then we all would be winners and no casino would exist?

I don't know about your reputation. I closed my account several years ago when that reputation wasn't so great.

One more thing. Have you closed the players account down so he can't lose the money back? Why I'm asking is because he told in his first post that he was in a treatment center for gambling addicts. If you haven't then you maybe should do that, since that would be a responsible thing to do.

 

[Casinomeister]

Hi Gia,

I'm glad to see you've cleared this up. But I would like to point out that ALL of this thread could pretty much have been avoided had your team provided MaxD a proper explanation in the first place. When operators direct to terms that are either irrelevant or vague situations escalate quickly. The comp points issue aside - there is an argument to be had that you'd be right not to pay based on this, though it may come across as unfair to some players if the comp points in play were small in proportion to the cash balance - exceeding the maximum bet term would probably have justified the actions taken in themselves. Instead the CM team was left to believe that this was a cash balance only and then directed to what are clearly bonus terms to justify the action taken. No wonder GoWild ended up Rogued. And unfortunately while all this was going on the MGA ended up getting dragged through the mud right behind you.

For ourselves, no status change will happen until the second issue raised by Max in this post - https://www.casinomeister.com/forums/threads/gowild-casino-has-confiscated-my-money.80458/ - is addressed (20% max bet term being changed). This issue is just as serious as the one that's just been cleared up, so it either needs to be rectified or the full explanation for the real reasons the player isn't being paid needs to be provided. When Max tells me he's happy with the explanation provided we'll consider our position on GW moving forward.

TP

Wow, I thought I had written that.

Yep, what he said. There is still the issue of the player being given the wrong information via chat, and there is the matter about carried-over (sticky) wagering requirements for bonuses which aren't clear. I believe Max asked you about that some time ago, but we have yet to see a reply.

 

[Casinomeister]

We've been in regular contact with the casino over the past week or so, and there have been further developments on the 20% issue. It is at the MGA level now, and it also may be as complicated as the OP's issue was here.

In light of that, I've removed GoWild from the rogue pit and their status here is in the "Grey Zone". Until these issues are resolved will we discuss being accredited here.

Updated review here: GoWild Casino Review

 

[snotter999]

Just had an interesting chat with the GoWild guy that keeps ringing me up.
He was wondering why i don't deposit anymore and i said basically it was because of what happened here.
He explained how it was all resolved in the end and asked me to come back here and have another look.

So now i see in the grey zone!
To be honest i have always done well there and never had a problem myself.
Pretty hard to find a decent place to play online anymore here in the deep depths of gaming hell, oops i mean Australia.

Still Videoslots is impossible to beat for us lucky Aussies that are long time members but if i have a bad day there maybe i have another look at this mob.