Go Wild Casino - Os ganhos do jogador foram anulados.

During my gaming activity with a real balance of 4 € and how much bonus 10 € I had a profit worth 500 €. Asking me to withdraw the amount, they stated that I have violated the terms of use of the bonus and they cancel my withdrawal, the winnings and credit me an amount worth € 30. The terms state that if they are not complied with, it will be canceled, however I never used it as the real profit had come from activity with my own money. I am still waiting for their answer otherwise I will contact MGA.

Κατά την παικτικη μου δραστηριότητα με πραγματικό υπόλοιπο 4€ και πόσο μπόνους 10€ είχα κέρδος αξίας 500€. Ζητώντας ανάληψη του ποσού μου ανέφεραν ότι έχω παραβει τους όρους χρήσης μπόνους και μου ακυρώνουν την ανάληψη, τα κέρδη και μου πιστωνουν ένα ποσό αξίας 30€. Στους όρους αναγράφουν ότι αν δεν τηρηθούν θα γίνει ακύρωση ωστόσο ποτέ δεν έκανα χρήση αυτού καθώς το πραγματικό κέρδος είχε προκύψει από δραστηριότητα με τα δικά μου χρήματα. Ακόμα αναμένω την απάντηση τους ειδάλλως θα απευθυνθώ στην MGA.

Dear Stergios,

Thank you very much for submitting your complaint. I'm really sorry to hear about your problem. Before we move forward allow me to ask you a few more question so I can fully understand your case. What bonus did you use? Did the casino specify which term have you violated? Can you still access your casino account? Also please, if you have any relevant communication between you and the casino forward it to nikolas.b@guruadmins.com. Thank you in advance for your reply.

Best regards,

Nick

Good Evening.

I did not use any bonuses. There was an amount of € 10 in my account which was added by a promo about a wheel of fortune. This bonus was never used as my activity was exclusively with my own money. I have access to my account. The term stating that I have violated is paragraph 18 of the general bonus terms. However, this term refers to the use of bonuses where I have never used it.

https://www.gowild.com/en/terms-and-conditions

I have emailed the payments section of the page but have not received any response.

Thank you very much

Καλησπέρα.

Δεν έκανα χρήση κανενός μπόνους. Υπήρχε στο λογαριασμό μου ένα ποσό αξίας 10€ το οποίο είχε προστεθεί από ένα promo που αφορά έναν τροχό της τύχης. Το συγκεκριμένο μπόνους δεν χρησιμοποιήθηκε ποτέ καθώς η δραστηριότητα μου ήταν αποκλειστικά με δικά μου χρήματα. Πρόσβαση στο λογαριασμό μου έχω. Ο όρος που αναφέρουν ότι έχω παραβιάσει είναι η παράγραφος 18 από τους γενικούς όρους μπόνους. Ωστόσο ο συγκεκριμένος όρος αφορά χρήση μπόνους όπου από την πλευρά μου δεν έχει γίνει ποτέ χρήση.

https://www.gowild.com/en/terms-and-conditions

Email έχω στείλει στο τμήμα πληρωμών της σελίδας αλλά δεν έχω λάβει καμία απάντηση.

Ευχαριστώ πολύ

Dear Stergios,

Was the bonus balance added to your account without any notice or you did accept it? Did you try to ask the casino to remove the bonus from your account? If you still have access to your account could you please forward your betting history to us? Send it to nikolas.b@guruadmins.com

Thank you in advance.

Best regards,

Nick

Thank you very much Stergios for providing all the necessary information. I will now transfer your complaint to my colleague Viliam who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Stergios,

I looked at your complaint and will do my best to help you. I would like to invite Go Wild Casino into this conversation. Can you please specify why you confiscated player's winnings?

We would like to ask the Go Wild Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

I apologize, but since we haven’t received any response from the casino regarding the issue, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’.

I am very sorry I couldn't help more, but at least closing this complaint as unresolved will negatively influence the casino's rating and other players can read about your experience in our review.

I hope you won't come across a problem like this again.

The casino can reopen this complaint anytime.