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aumacca280468
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25 April 2011 - 1:06am

Gowild casino system error took money from my credit card without authenticating transaction

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Gowild casino on the 25/04/2011 withdrew monies from my credit card without transaction being completed. Has or did anyone else have these issues???

auCL-Ed
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25 April 2011 - 3:19am
#1

What do you mean by "without transaction being completed"? You never made a deposit on that day? Did you make any deposits in the preceding days?

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aumacca280468
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25 April 2011 - 6:58am
#2

Went to make a deposit of $100, came up "waiting for authorization from bank" sat there with that answer for 5 minutes but never autorized or went into my gowild account-went to "chat" asked them what was the problem-they said they were doing some upgrades and problem will be fixed in 20 minute but i could keep trying to deposit-gave it another go at depositing $100, same thing happened. I waited about another 30 minutes and contacted them again-still no money in my gowild account-they said it would be another hour then i should be right to deposit. Went to bed, got up next morning and had a bad feeling so i checked my credit card-$200 was gone yet they never said that it was taking the money nor did they try to stop me from attempting to deposit. At no stage did the transaction authorize or was i made aware that it was still taking the money of my credit card.

auCL-Ed
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26 April 2011 - 6:08am
#3

Did the money end up in your casino account? If not I am sure I they will either give you a refund or credit into your account. If you need help just send me a private message and I'll give you a hand.

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aumacca280468
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26 April 2011 - 9:40am
#4

I contacted them several times more but they just gave me the flick saying that I new about both deposits. They did offer me a refund but as they don't deposit into mastercards, my only option was moneybrokers which would of cost me again. Decided to just say "no more' played the funds out in a few bets and requested to close account. The funny thing was only then did I start receiving responses. Heres one of them starting with one of my messages

I was very unhappy to be told by one of your supervisors that gowild was not at fault for taking monies from my credit card without transaction being authorized by bank-i also was not advised that when these transaction were occuring on 25/04/2011 that even though it was not putting the monies directly into my gowild account, the system was still withdrawing the monies from my credit card. I was made aware that you had a system error but was not made aware that the transaction from my credit card were still be done even though it never said authorized . At no stage did the chat operator stop me or make me aware that each time I tried to deposit it was taking another $100 from my credit card even though the transaction never authorized. The operator even said to keep trying if i want, knowing that this was occuring. This is very dodgy and the way I was treated is not very professional so close my account and delete credit card details. I will consider further action at a later date when I have cooled down. All emails and chat conversations over last 2 days have been copied for further action
Gavin

Dear Gavin,

Thank you for contacting GoWild Casino. I hope this email finds you well.
(WAS NEVER OFFERED TO SPEAK TO A VIP DEPARTMENT)
I am sorry to hear you could not reach us earlier via chat and apologize for any inconvenience. I would like to let you know that your email has been received and your request was forwarded to our VIP Department.

We will get back to you as soon as we have a response from them and in the meantime I hope you have a wild time playing with us!

Should you need anything else, please do not hesitate in contacting us again via email or Live Chat at any time.

Best of luck and hope to hear from you again soon,

Natalie M.
Cs Supervisor

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auCL-Ed
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26 April 2011 - 10:25pm
#5

To be frank, I don't like your chances of getting a refund seeing as the money ended up in your account and you played with it.

When you make a credit card transaction there are multiple stages like this:

Casino > Payment processor > Bank

So you request a deposit at the casino, it forwards this to the payment processor which requests an authorisation from your bank. The bank agrees, tells the payment processor, which forwards this to the casino and it then credits your account.

It sounds to me like there was a temporary problem between either the Casino and the Payment Processor or the Payment Processor and the Bank which resulted in the transactions being queued. So they were still being authorised by your bank but the casino was never receiving the message in the end (nor was it receiving a message to say the charges had been declined). When the problem was fixed, all the transactions in the queue would have processed, resulting in the two deposits into your account. It may not have even been the fault of the casino.

Hopefully they will come up with something to make you good, but I really don't think they are obligated to - the money did after all end up in your account and you chose to play with it instead of withdrawing.

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