Go Wild - casino refuses payouy

Ruling

Found for the Casino - This player has use an excluded game while playing with a bonus. As such there is nothing we can do to help them.

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Player's Complaint

I made a withdrawl request after playing through wagering requirements on a small deposit. After a few days I received an email stating:

We have received your withdrawal request; however, it has been denied by our Audit Team.

Please be advised that during the verification of your withdrawal they have noticed that our Bonus Terms and Conditions were breached.

Please be reminded that: “In order to avoid bonus abuse by building balance while playing with pending Playthrough Requirements (wagering requirements) on 0% contribution games, all players should avoid playing 0% contribution games while having an active bonus. If players fail to comply with these terms, we reserve the right to void any winnings generated, should you play on any 0% contribution games before fulfilling the Playthrough Requirements (wagering requirements).”

According to our Terms and Conditions your winnings have been voided and your deposit that generated the aforementioned win has been returned to your balance.

Please find time to also visit our Bonus and General Terms & Conditions to avoid any inconvenience in the future.

Best regards,

To which I responded:

Hi, I dont understand. Can you tell me what cause this breech? Is it because I re-deposited while waiting for the withdrawal to go through?

Kind regards

After another day or so I received this:

Thank you for your email.

After having reviewed your case once again, our Audit team’s decision still stands. As previously mentioned, our Audit team found a clear breach while the bonus was active therefore, we reserve the right to void the relevant winnings.

Please note that our decisions are based on the Terms and Conditions that you accepted to follow upon registration of your account with us.

As previously stated, you have breached the following term:

10. In order to avoid bonus abuse by building balance while playing with pending Playthrough Requirements (wagering requirements) on 0% contribution games, all players should avoid playing 0% contribution games while having an active bonus. If players fail to comply with these terms, we reserve the right to void any winnings generated, should you play on any 0% contribution games before fulfilling the Playthrough Requirements (wagering requirements).

The 0% contribution games are published in our contribution table, which can be found in our Terms and Conditions.

We hope this clarifies the situation and helps you understand the outcome better.

To which, after some research into my account I responded the following:

Dear Sirs,

Having looked at my history I note that on the 18th I lodged €26 and for that evening and up until the evening of the 19th when I requested a withdrawl I played a number of games. Of these games the only one that I can see as having a 0% co tribute on is called Trollpot 5000 which I played 8 times and had a total of €0 wins.

Can you tell me if there is any other game in that history that breaches the terms and conditions. While I understand that there has been a breech in the terms and conditions, albeit unintended, it is obvious from the history of those two days that the earnings in my account were not from that game in any way. There was no warning or otherwise stating that playing that game would be in breach and I wonder how many players check every game before playing to see if there is a 0% contribution.

It seems very unfair to me to refuse to pay this account based on a game played 8 times that resulted in 0 wins. I note from your terms and conditions that you reserve the right to void any winnings should you play on any 0 rated games before fulfilling the wager requirement. This suggests to me that you have some leniency towards this condition and as, in this case no winnings were earned in the 8 spins used on the 0 rated game played on 18th before my requested withdrawl on 19th I would ask that you would reconsider the decision made to void these winnings.

There has been no further communication since.

Is there anything else I can do or is this a lost cause.

Kind regards

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