Windows Casino doens't pay a non-bonus player

RESOLVED
posted on June 19, 2011.

On the 25/12/2010 I made a 100 pounds desposit at Windows Casino and played. I didn't receive any bonus i just played for my own money and won. I finished with 950 pounds which I asked to withdraw the same day. I have been asked to send identification documents which I did. The casino replied few days later asking for another utility bill which I sent. Then they wrote me that the address i gave and which appears on the bills is actually not a residential address adding it is an office which is not registered on my name. I called them and explained that while registration I gave my rented office address and all the bills are from there (although I don't own the office I get some bills there).  I told them I did so in order to protect my privacy. I added that if they want me I will send a utility bill of my residential address which I did. However, the casino refused to accept my documents and decided to lock my account for "security reason­s". They just "forgot" to pay me my winnings.


I wonder what is the reason for such an approach which treats a player very warmly when he registers and makes his deposits, but once he wins a little he starts to be considered as a criminal... I am willing to supply all that is needed in order to verify my identity since I got nothing to hide. The simple fact that a rented office address was registered on its landlord is a common fact.


Please help me to solve this problem and get my money eventually.


Thank you,

Benjamin Wright

posted on June 20, 2011.

Dear Benjamin,

My name is Christine and I am the Casino Manager of Windows Casino. I am now replying to your post in regards to your withdrawal query.

As you have pointed out correctly we have locked your account due to a breach of our security standards. When you signed up in February 2010, our security department made us aware that the person Benjamin Wright is not registered on the address provided. We then asked for some documents to clarify the situation. On the 13th of January 2011 you sent us two bills and a copy of your passport.

You then called our customer service and spoke to Kurt. You stated that the rented place which you used for your casino account is actually rented by your girlfriend. She rents the place from a company and not an individual landlord. When asked to provide the name of the company you said you did not know the name and would ask your girlfriend. Up until today, we have not received the name of the company. You also did not want to give us the name of your girlfriend. Both details are essential for our security check.

Our security department then tried to verify the bills that we received but failed to do so. They were therefore deemed as fake. We did attempt to contact you via phone to resolve this, however you provided us with an incorrect telephone number so we were not able to do so.

In March 2011 you sent us another bill this time with your residential address. Again, we had to deem this one as fake as the details did not match up with the person who is registered there.

Now, in your post you state that you are renting the property and not as you have told us, your girlfriend. Assuming now that you are renting the place, then the electricity bill that we have received from you for this address should have matched up. We even tried to verify this one again but failed to do so for the second time.

Taking all this into consideration we have decided to leave your account closed until we are happy with all requested documentation received and we have been able to verify them.

Regards

Christine

Windows Casino

AskGamblers
posted on June 20, 2011.

Mr Benjamin,


Please provide all requested information and documents to the Windows Casino before time of this case runs out.

posted on June 24, 2011.

Dear Christine

I find it hard to belive this is still going on and has been for a very long time I really want to sort this out ASAP . fist of all I would like you not to involve my girlfriend or my girl friends name because she has nothing to do with this it is strictly between me and windows casino, just so you understand i did not register my home address because i did not want my girlfriend to find out that I am still gambling so to avoid any mail sending on your behalf, so for me it is very strange that you are still writing that it is important for you to have my girlfriends name JUST FORGET IT this is between me and windows casino.

and reguarding me giving you the wrong number sounds very far fetched why would I do somthing like that if I need you to contact me and update me about my money.. I may of registered with this number 07536828101 wich has not been working for a long time.

I have a new number witch you can call me on and im sure that I updated it last time I spoke to one of your team it is 07405116144.

in the next few days I should recive a new bank statment registered to my home address wich I can send you as soon as i get it along with a copy of my passport.

since this has happend i am very carefull on what site I register and play on

it is sites like yours that dont like to pay and cause alot of problems that give this industry a bad name i am very willing to go all the way for this small amount if it is the last thing i do in my life i am very upset about this issue..

and please dont call me fake as this is a personal insult to me, because for all you know you may be at fault here..

looking forward to hearing from you..

Benjamin Colin Write

WIR63666052

posted on June 27, 2011.

Dear Benjamin,

Thank you for getting back to us.

We kindly ask you to send us another BT or Ecotricity bill which will help us to validate your account details. I have also updated your account with your new phone number.

We are awaiting your documents,

Regards

Christine

posted on June 30, 2011.

hello

as per your request i have sent you another utility bill

to [email protected]

regards

benjamin

posted on July 1, 2011.

Dear Benjamin,

we have received the bank statement and I have replied to you via email.

Regards

Christine

Windows Casino

posted on July 2, 2011.

hi

i have sent you a copy of my electricity bill

regards

benjamin

posted on July 4, 2011.

Dear Benjamin,

thank you for getting back to us. We will get back to you as soon as we have verified the document received.

Regards

Christine

Windows Casino

posted on July 4, 2011.

Hi,

We would like to ask if Ask Gamblers could close the case due to the fact that the player continues to send us fake documents. We highly appreciate the service that you have provided on this matter but feel that due the behaviour of Mr. Wright there is not much else we can do here.

If you have any questions, please feel free to contact me.

Regards

Christine

Windows Casino

AskGamblers
posted on July 4, 2011.

AskGamblers decided to close this complaint due the invalid documents sent out to the casino.


If submitter has any complaints our our decision, our Customer Support would be able to assist in this matter.