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GoWild don"t pay 3600€

Discussion in 'Casino Complaints - Bonus Issues' started by anja077, Nov 4, 2011.

    Nov 4, 2011
  1. anja077

    anja077 Dormant account

    Occupation:
    social worker
    Location:
    berlin
    I found GoWild Casino at this website and I am almost sure I used the link in this site to play there.

    I made a 200 deposit and was auto credited with 200 bonus.

    I went to fortune finder slots machine, placed 12 a spin and won 3600€.

    The casino said I abused the bonus by betting large bets that are not allowed. I checked the terms and could see large bets are bets that consist most of bonus and balance as a single bet, but this is totally not my case, I never raised the bet more than 12 and never bet less than 12, is 12 a spin a bonus abuse at fortune finder slots

    Then they said, you played autoplay and this is bonus abuse.

    I never used autoplay, they say not true, why are you doing that GoWild, why can"t you pay my winnings, I trusted your casino after I searched all ok with you, and you are also an accredited casino at this site.

    They also said, I made the maximum deposit to get the bonus and played the minimum amount and right after cashed out, this is also not true, I always play more as I do not sit and check how much I play, I played the slots, the bonus meter reached zero and I continued to play more, all not true.

    Here are some of their replies and nonsense emails to support my claims, all I say is true and can be checked in the game log, all I did is to play 12 a spin in slots only, never used autoplay, won and not being paid.

    "Hello Anja,

    We trust all is well.

    We would like to inform you that our risk and fraud department has denied your withdrawal.

    During your game-play, fraud department noticed that you abused the bonus you received. Maximizing bonus offer and playing with large wagers is a clear violation of our Bonus Terms & Conditions:

    3. The Casino reserves the right to decide in its sole discretion which activities constitute "irregular play" for bonus play-through requirement purposes from time-to-time and to withhold any cash-ins where irregular play has occurred to meet bonus playthrough requirements."

    Is 12 a spin a large bet ?


    "After reviewing Anja's play history, our Risk and Fraud department have detected an abusive bonus play.
    Player opened an account with GoWiild Casino, deposited maximum amount right away - maximizing the slot bonus offer using auto spin feature while setting up the auto spins to stop when the minimal play-through is complete.
    Further more, Anja played only one game using the same bet amount throughout the entire game, making sure the minimum amount needed to complete the wagering has been achieved. Immediately after the player has requested a withdrawal"

    Look at what they say

    "Anja played only one game using the same bet amount throughout the entire game"


    Is this bonus abuse


    forgot to mentioned I spoke to the casino 2 times on the phone and they promised to bring an answer from the account department but they never give me such an answer, they only called back to say they will contact the payment department
     
    1 person likes this.
  2. Nov 4, 2011
  3. De Beuker

    De Beuker Senior Member

    Occupation:
    Production
    Location:
    Netherlands
    Going through your story I think you have a case.
    You did not break any of the T&C's and it looks like they try to pull a 'Spirit of the Bonus' on you, which is not allowed for an accredited casino.

    The first thing you have to do is contact the casino representative here and explain the situation and see if you can come to a solution.
    If that doesn't work you should file a PAB (Pitch a Bitch), which is an official complaint on this site, and Max Drayman will go to battle for you.

    Anyway, stop posting about this issue, as forum posts can harm your case.

    But as I said earlier, try to contact the rep. for GoWild first, Gia is usually very helpful, send her a private message and give her some time to respond.
    http://www.casinomeister.com/forums/members/gia-gowild.html
     
    3 people like this.
  4. Nov 4, 2011
  5. sattty

    sattty Senior Member

    Occupation:
    im disabled so cant work now..but used to be in th
    Location:
    wakefield
    go wild is an excellent casino and im sure u will get this sorted
     
  6. Nov 4, 2011
  7. SlotMonster

    SlotMonster SoftSwiss Representative webmeister

    Occupation:
    Manager
    Location:
    Somewhere in eternity
    I think that in "excellent" casino it would never HAPPEN ;)

    Good luck though.
     
    1 person likes this.
  8. Nov 4, 2011
  9. colly

    colly Senior Member MM PABaccred

    Occupation:
    Finance (Corporate Tax)
    Location:
    sydney
    Bet percentage exclusions usually apply when betting over 35% of bonus = certainly 12 (6%) wouldn't break this rule= As to the autoplay that is just laughable= If that was against the rules then I think every single person including myself has a problem= we are talkig slots= no skill required just press the button= whether its automated or not doesn't influence. Its hardly a program or a bot making decisions and the autoplay is provided by the casino software

    This one just sounds a little strange= I would be interested in the GW rep posting theor side of the story. I don't always beleive the GW chat CS having been on the recieving end of a clearly incorrect "scripted excuse" on the odd occasion.

    While I do'nt play there any more = GW isn't the type of casino to pull a no pay flimsy= I have had the odd large cashout after bonus receipts and no query on payout and paid promptly.

    In the meantime do follow the advice given by De Beuker= its frustrating to have to wit in silence when you wnat to rant but it will be worth it in the end.
     
  10. Nov 4, 2011
  11. Jufo

    Jufo Three-toed sloth

    Occupation:
    Teacher
    Location:
    Finland
    None of the things above break the T&C or are a reason to confiscate. And confiscating because player deposited maximum amount... So one is not allowed to deposit for maximum bonus anymore? :confused: Clearly GoWild is acting in conflict with requirements for an accredited casino, so the OP should remember to mention this in their message to GoWIld casino Rep and PAB:

     
  12. Nov 4, 2011
  13. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    Gia is aware of this and she is checking with the Risk and Fraud department to see exactly what has happened. If the player did not break the terms, she ought to be paid.
     
    6 people like this.
  14. Nov 4, 2011
  15. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    She should, and then get bonus banned.

    This is a "spirit of the bonus" issue, and the casino side seems to be implying it watched her via webcam as it seems to be pretty certain HOW she did it "set autoplay to min amount etc......". That is bollocks, as she could simply have stopped autoplay and checked the WR, or she could just have sat there clicking manually and using the "stats" function to work out her total wagering.

    Another reason such tactics don't work is that autoplay stops every time you hit a feature, so could NOT be set up with the number of spins required, and then left to complete WR.

    If this tactic worked, it was only by chance, as the RTP along with the 29x WR ensures that this is -EV over the long term. 6% is hardly a "big bet" when their terms stipulate 35%. I have seen this type of term set at 10% in some casinos, but even here this tactic would be well within it.


    This is the kind of thing GoWild were doing soon after launch, and it got them into trouble.

    I also know that GoWild limit the max bet via the software when a bonus is on the account, so they were clearly happy with this level of betting. I was finding Munchkins limited to £15 per spin there with a bonus, and reverting to the normal max of £75 when no bonus was in play.

    Why is the "risk and fraud department" even getting involved, this is simply a method of play, not fraud.
     
    2 people like this.
  16. Nov 4, 2011
  17. GOCC

    GOCC Banned User - violation of <a href="http://www.cas

    Occupation:
    Housewife
    Location:
    UK
    Hi,

    After reviewing Anja's play history, our Risk and Fraud department have detected an abusive bonus play.

    Player opened an account with GoWiild Casino, deposited maximum amount right away - maximizing the slot bonus offer using auto spin feature while setting up the auto spins to stop when the minimal play-through is complete.

    Further more, Anja played only one game using the same bet amount throughout the entire game, making sure the minimum amount needed to complete the wagering has been achieved. Immediately after the player has requested a withdrawal.

    GoWild's Terms & Conditions:
    You must register/login in order to see the link.

    3. The Casino reserves the right to decide in its sole discretion which activities constitute "irregular play" for bonus play-through requirement purposes from time-to-time and to withhold any cash-ins where irregular play has occurred to meet bonus playthrough requirements.

    You must register/login in order to see the link.

    10. Promotion Abuse and Policy
    10.1 Definition

    GoWild Casino deems promotion abuse to include but not to be limited to any of the following:

    A. Receiving a promotion bonus then cashing in without demonstrating a reasonable degree of play

    The player obviously came with a propose of abusing the casino welcome offer and not for any other reason.

    Kindly note that Anja's initial deposit is refunded back to player's Neteller account.

    Should you need any further assistance please don't hesitate to contact me.


    Found that reply here

    You must register/login in order to see the link.
     
    2 people like this.
  18. Nov 5, 2011
  19. rainmaker

    rainmaker I'm not a penguin CAG webmeister

    Occupation:
    -
    Location:
    -
    .


    The player used the auto-spin feature :eek: Oh my God. She used the auto spin feature! We all know that this feature is only used by fraudsters, so case closed then :p

    C`mon GoWild. That explanation was, to be honest...terrible.
     
    9 people like this.
  20. Nov 5, 2011
  21. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    How is this anything other than them voiding winnings because the player didn't play "within the spirit of the bonus".

    GoWild set the WR to 29x, so if it wanted more play it should have set it to 50x, even if only for the welcome bonus.

    If 12 per spin was deemed too high a bet, they should have capped it even more harshly using the software function they already use to cap bets via limiting max coin size when a bonus is in play. They could screw coin size right down to 0.01 if necessary for the welcome bonus, and bets of 12 per spin would then be impossible.

    Any voiding of winnings other than through explicit breaches of the terms does not meet the standards for accreditation. I doubt they would have refunded the deposit in the more likely situation of this player having busted out on 12 per spin.

    Arguments about how the player sat or did not sit at her PC, or what settings she used in the lobby, are largely a matter of speculation on the part of the casino. They have no way of knowing whether this player set autoplay and buggered off to watch the telly, or whether she sat there and enjoyed the lights and sounds of the game, ready to take over should a bonus round be triggered.

    They had better come up with a proper reason for voiding winnings, or suffer the consequences of pulling this "spirit of the bonus" bullshit.

    OP should proceed directly to PAB, and post nothing further here, nor at any other forum. This may not get her paid, but it will let us know whether or not GoWild is back to it's old ways of pulling "spirit of the bonus" arguments in order to void winnings.
     
    7 people like this.
  22. Nov 5, 2011
  23. Lucky Loser

    Lucky Loser Senior Member

    Occupation:
    Professional paper pusher.
    Location:
    Near Cronulla Beach
    Go Wild is the microgaming casino I least trust. I would not be surprised if they are trying to find reasons not to pay.
     
  24. Nov 5, 2011
  25. LaHutti

    LaHutti Sr. ÜberUnter Ass. Man. webby PABnonaccred PABaccred

    Occupation:
    .
    Location:
    East and West
    If this casino stick to their reason for confiscating 3600,- they deserve the pit. That's my honest opinion.
    THEY set the rules all the way, and the player followed their rules 100% and got lucky.
    Behavior like this is nothing short of rogue behavior, and personally I will not put 5 cents more into this casino, until this player has been paid in full, and I hope everyone else will follow this example.
    Just outrageous.
     
    3 people like this.
  26. Nov 5, 2011
  27. GoWildGaming

    GoWildGaming GOWILD Affiliates Team

    Occupation:
    GOWILD Affiliates Team
    Location:
    Malta
    Hi Everybody,

    Gia has already took care of this matter and dealing with the OP in private messages.
    We are accredited for a reason and have proven this over the years.
    Let's give her time to resolve this matter.
     
  28. Nov 5, 2011
  29. jod5413

    jod5413 Is That Better?

    Occupation:
    having a good time doing anything
    Location:
    somewhere on the planet
    Unless there is definite "proof" (which does not seem possible with the info here), anything other than pay the player will be considered rogue, IMO. How many ways can a casino screw themselves over these days? This will definitely lead to a loss of customers, and every little glitch will cause screaming by the players. So much for income for the casino.

    Good Job, Go Wild!!! :rolleyes:
     
    4 people like this.
  30. Nov 5, 2011
  31. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    All very well, but there shouldn't have been an issue for Gia to deal with in the first place. The play was within the terms, and WR was completed. This was SLOTS play, not a player taking advantage of low variance table games with "do or die" aggressive betting.

    I often bet at this level, sometimes more, and can just as easily LOSE 3000 as win it. I am sure many players have bet around this level on the welcome bonus, but do we hear of the casino rushing about refunding the deposits when they lose?

    If a different story emerges (fraud, collusion, etc), then it still means the casino lied not only to the player, but to a party trying to mediate.
     
  32. Nov 5, 2011
  33. Jufo

    Jufo Three-toed sloth

    Occupation:
    Teacher
    Location:
    Finland
    Whatever her reason for playing at your casino was it is none of your business really. The bottom line is that you offered her a bonus, she accepted it and played it well within the terms so now it is your turn to honor the deal you made, even though it didn't work in your favor.

    What puzzles me the most is that casinos make the effort to be accredited, and yet still break the rules of accreditation so blatantly. Don't they even read what the responsibilites from becoming accredited are? :confused:
     
  34. Nov 5, 2011
  35. Jasminebed

    Jasminebed Closer to 100 than Birth

    Occupation:
    Not in workforce
    Location:
    Ontario
    GoWild is the only Microgaming I play at where the bonus amount is not shown when you hover your mouse over your balance in the lobby. You either have to count yourself or ask support where you are in your playthrough.

    Players are accused of mis-using bonuses by placing small bets to grind out a big win. If this player hit something decent, they probably lost some along the way with $12 spins, maybe even losing and then making a comeback and deciding to cash out.

    There's a feature in this game, so you can't just autoplay forever. Didn't Casino Rewards group have problems with eCogra or their licensor over denying wins that used autoplay, even though it was in their terms?

    I usually flatbet for long periods, maybe raising if I'm doing well, or raising if it's been a very long time without a feature.

    I don't think $12 is insanely large... if you pick two cents and hit max bet, it's $12 a spin.

    I sometimes have sessions where I only play one game. If a game is doing well, I often stick with it.

    If GoWild doesn't like how this player plays bonuses, then pay her and bonus ban her. Heck, ban her entirely after paying her winnings if you like. A sure way to have her never deposit and lose.

    This is a slot game. I think even at 29x bonus, the odds favour the house.
     
    1 person likes this.
  36. Nov 5, 2011
  37. Jufo

    Jufo Three-toed sloth

    Occupation:
    Teacher
    Location:
    Finland
    You know, someone said once that once casinos start confiscating winnings from SLOTS play then everything has really gone to sh*t. Slots are kind of the last resort where players have felt they can play safely without breaking any rule or being accused of abuse. The same person said that this will hopefully never happen, but this case shows that we are probably there already.
     
    2 people like this.
  38. Nov 5, 2011
  39. Jufo

    Jufo Three-toed sloth

    Occupation:
    Teacher
    Location:
    Finland
    A bit off-topic but I found the same thing at Purple Lounge (bonus balance not visible). Luckily there is a solution: Go to Loyality Points (Comps) section and it should display your current cash balance / bonus balance, so no need to count / ask.
     
    2 people like this.

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