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Hi uhkapeluri - welcome to ThePOGG.com!

Unfortunately there's nothing we can do to help you in this instance.

While most operators allow the player to withdraw bonus funds after completing the wagering requirement of a bonus, a significant number still offer "sticky" or "non-redeemable" bonuses. This means that the bonus can never be withdrawn and will be removed from your account at the time of your first withdrawal.

In this instance GoWild are clearly only offering sticky bonuses as evidenced by the following term:

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">"All bonuses granted are for wagering purposes only. All bonuses will be deducted from players' accounts after a withdrawal request, unless otherwise stated."</blockquote>

This statement is very clear that bonuses "granted" will be removed from you account. When you deposited you were "granted" a bonus.

That winnings from bonuses are added to the bonus account does not contradict this term as while these funds are added to the bonus account, they are not "granted", they are winnings. By placing them in the bonus account the operator is simply making clear that winnings cannot be withdrawn until such time as the wagering requirement has been completed.

Alongside this, the term that you reference:

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">"Winnings resulting from wagers made from a player’s bonus balance are credited directly to the bonus balance until the applicable wagering requirements have been fulfilled, whereupon they are transferred to the cash balance"</blockquote>

does not state that bonuses will be transferred to your cash balance, it states that "winnings" will be transferred to your cash balance.

Finally the term:

<blockquote style="border: 2px solid #666;padding: 10px;background-color: #ccc">"As the play through requirements are met, funds are automatically transferred from the bonus balance to the cash balance.’"</blockquote>

would apply to funds that were eligible to be transferred to your cash balance. As clearly stated in the first term, granted bonuses are non-withdrawable so would never be transferred to your cash balance.

Sorry we cannot be of further help,

ThePOGG

The player has claimed a sticky bonus and as such cannot withdraw it. This is clearly defined in the GoWild terms and conditions.

Hi Thepogg,
 
 The easiest way would be if I somehow could send a pdf with the email history (2 emails from me and 1 from them) but I can't see any way to submit a file so I'll try to explain this case in full detail.
 
 I made a deposit the other day of €400 and claimed the 1st deposit bonus of 150% up to €1000 which gave me €600 in bonus. The bonus can be found here: https://www.gowildcasino.com/en/promotions/welcome-offer
 
 The terms read ' The wagering requirement is 20x (twenty times) and it applies to the bonus + deposit amount and any winnings from the complimentary spins. ' and I did managed to clear these requirements. When I wanted to withdraw my balance I noticed that the initial bonus part of €600 was locked and I was only allowed to withdraw €1700 of my €2300 balance. I contacted live chat and she stated:
 
 GENERAL PROVISIONS 10.
 
 "All bonuses granted are for wagering purposes only. All bonuses will be deducted from players' accounts after a withdrawal request, unless otherwise stated. "
 
 https://www.gowildcasino.com/en/bonus-terms-and-conditions
 
 I then explained to them that sure, that bonuses are for wagering purposes goes without saying as you wouldn't simply be able to withdraw them without wagering. But this is not a reason to lock my initial bonus part as they also have the following rule:
 
 Unless otherwise stated, with regards to deposit related bonuses, the bonus and qualifying deposit must be wagered (otherwise known as “played through”) 20 times in the casino before being released into your real money balance . By way of example: (a $20 deposit + a $20 bonus received) X 20 = $800 play through requirement.
 
 and
 
 'As the play through requirements are met, funds are automatically transferred from the bonus balance to the cash balance.'
 
 So how come they never release my bonus to real money as the rules say?
 
 My balance was as lowest between €200-€300 and if we want to dig into their rules deeper, we see things like:
 
 'Winnings resulting from wagers made from a player’s bonus balance are credited directly to the bonus balance until the applicable wagering requirements have been fulfilled, whereupon they are transferred to the cash balance.'
 
 So since I played only with bonus money when I started winning and since I lost my cash balance (in accordance with their other rule All wagers are deducted from your cash balance first. If there are insufficient funds in your cash balance then the wager will be deducted from your bonus balance. ) my entire balance would be bonus money until I met the wagering requirements, which I did! So the rule which their support stated ' All bonuses granted are for wagering purposes only. All bonuses will be deducted from players ' accounts after a withdrawal request, unless otherwise stated. ' does not apply to me as it should have been converted into real money.
 
 So according to their own rules, my entire balance should have been transferred to my cash balance hence I should be able to withdraw the full amount of €2300.
 
 So after I explained everything above to them they replied:
 
 
 Thank you for your email.
 
 Indeed, all bonuses received must be wagered 20 times as you mentioned, before a withdrawal can be requested, which you did. However, as stated in our Terms and Condition the bonus received will be deducted from your winnings upon a withdrawal request. This means that although you have met the wagering requirements, this part: "All bonuses granted are for wagering purposes only. All bonuses will be deducted from players' accounts after a withdrawal request, unless otherwise stated." will apply to your winnings, since it is the second part of the
 process and can be applied only after the wagering requirement is completed.
 
 This is due to the "safety net" effect when you deposit and claim a bonus, should the deposit not be lucky, you will still have the bonus to rely on, however if you win from it, as per the rules, it will be voided upon successful processing of the said withdrawal.
 
 Should you need anything else, do not hesitate to contact us back.
 
 I then made the following reply to their email:
 
 Hi support,
 
 You keep justifying the removal of my initial bonus of €600 by referring to rule " All bonuses granted are for wagering purposes only. All bonuses will be deducted from players ' accounts after a withdrawal request, unless otherwise stated. " - Yes, the BONUS should be removed once you are requesting for a withdrawal, but since I
 managed to meet the wagering requirements the initial bonus balance is NO LONGER a bonus, as per your following rule which I stated in previous email but you ignored that part as this is very contradicting to the agenda you are pushing and your made up terms like "safety net" and " second part " which are nowhere to be found on your
 website:
 
 Unless otherwise stated, with regards to deposit related bonuses, the bonus and qualifying deposit must be wagered (otherwise known as “played through”) 20 times in the casino before being released into your real money balance. By way of example: (a $20 deposit + a $20 bonus received) X 20 = $800 play through requirement.
 
 Now you also stated this part: " However, as stated in our Terms and Condition the bonus received will be deducted from your winnings upon a withdrawal request. " - Firstly, I checked your website and I didn't find this quote, did you make that up? Secondly, even if it IS stated you are simply using the same argument over and over again, saying that bonus will be removed upon withdrawal even though its no longer a bonus when wager req. are met, without explaining why you have rules like the bonus and qualifying deposit must be wagered (otherwise
 known as “played through”) 20 times in the casino before being released into your real money balance.
 
 I expect you put someone on the support who is intellectually capable of understanding your own house rules and explain your own contradictions. Rules are meant to be taken LITERALLY and there should be no need of you adding parts to them and making up terms just for them to fit your agenda. I signed up and claimed your bonus with the conditions that I would follow your rules, which I've done and still doing. You are unhappy about my winnings and you trying to find reason not to pay it out, but it won't work when I include authorities as the case is clear that you have rules which supports my case. If I get another one of those lazy thought out answers I will contact MGA your license provider and they will force you to pay it.
 
 Best Regards,
 [EDIT]
 
 
 I sent this email to them on 28.08 and they haven't replied. I believe I have a lot of legitimate questions that are still unexplained which they ignored to answer in my first email. I hope you guys could take a look and please let me know if you need anything from me.
 
 Best regards,
 [EDIT]

Gowild - casino refuses to payout a wagered bonus

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