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GoWild - Misinformed about terms and conditions
Ruling
Found for the Casino - This player has been asked to comply with a standard anti-money laundering proof of source of funds request. We will not challenge and operator engaging in responsible practices.
Read our GoWild Casino Review.
Player's Complaint
Dear Thepogg,
I am writing about the said casino 'Go Wild' in relation to its unfair terms and conditions during open play, and am seeking your help in recovering £13,700 total deposits from them.
I would like to make a formal complaint about Go Wild misinformed terms and conditions. Go Wild casino failed to properly notify me during active play of their terms and conditions in which they stated from an email sent on the 19th March that'we are obligated to know that the source of the funds that you use to play with are legitimate. According to section 64, section (4) of the Consumer Act 2015 it states 'A term is prominent for the purposes of this section if it is brought to the consumer’s attention in such a way that an average consumer would be aware of the term.' I clearly was not aware or informed of these terms set out Go Wild when I was depositing large amounts of money which came from gambling winning from a previous casino (of which I have proof). After initial deposits totalling £13,700 it seems that I wasn't informed about this before or during the said made deposits? It seemed that after I made the deposits totalling £13,700 that Go Wild casino sent me an email the day after I logged out and subsequently disabled my account. However, I able to log into my account on the 21st March 2018, when they clearly said in their email that it was temporarily disabled? Clearly, I find this code of practice misleading and I want a full refund of all my deposits totalling £13,700.
If you require their response to my email, I would be very happy to forward it to you.
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Agreement
ladge1 consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:
March 28, 2018
Hi ladge1 - welcome to ThePOGG.com!
Unfortunately there's not going to be anything we can do to help you in this case.
The type of term you are referring to is a basic anti-money laundering term. It simply requires that you be able to demonstrate where the funds that you have deposited came from. Any player that holds legitimate ownership of the funds they are using should have no issue demonstrating this when required. This type of term should make no difference to whether the average user would engage with a casino.
Furthermore, the terms and conditions document is adequately highlighted within the registration process to ensure that it is "brought to the consumer's attention in such a way that an average consumer would be aware of the term":
The above show a non-pre-populated check box that you have to tick to acknowledge that you have read and agree to the terms and conditions that include the term in question.
The basic situation is that you need to provide proof of the original source of funds in the payment method that you used or the operators will not be able to process further transactions for you under the Anti-Money Laundering requirements of their license.
Thanks,
ThePOGG