Winner Casino - Deposit limit set

UNRESOLVED
Coxiuss121 United Kingdom
posted on April 29, 2013.

I joined the casino and I will be honest I am very bad at collecting when I am ahead and normally end up losing so I spoke to the rep on the phone and set up a deposit limit of 500 pounds. I then made a few deposits and kept on playing , I went over my deposit limit by nearly double before I couldn't deposit anymore , whilst I appreciate I deposited the whole point in me setting up the limit was so this could not occur. I contacted the casino and now they are saying they have no details of it. It disgusts me how they can lie like that!

AskGamblers
posted on May 21, 2013.

 Managed to get this issue resolved?

Coxiuss121 United Kingdom
posted on May 23, 2013.

Not at all, if anyone from winner casino is reading this why don't you explain to everyone else who is reading this how you have lied, ignored and more!!!! They have not emailed me more than once or twice in response to my thirty or so emails and each time they say they have no record of my call even though I have and then they say it has been passed to the relevant department well if it has they have had two weeks plus to email phone etc me am nothing, I have asked for there legal department details 34 times and have kept all the emails and they have not once supplied them. So winner casino have you got any back bone and at least admit all this you scammers!!!!

posted on May 27, 2013.

Good day,

Here at Winner Casino we always aim to provide the highest level of gaming experience to our customers.

Every customer has the option to decide how often to play, how much to bet and what game to choose.

As a company dedicated to responsible gambling we have taken measures in which you can limit your activity in our Casino:

• We provide the option to set personal deposit limits in your account

• In case no personal limit has been set, there is a default deposit limit for each account

• Each game offers certain bet limit

We can set a deposit limit on the account as soon as we are made aware of it. We have checked all correspondences you had with our representatives via chat, email or phone call but we were unable to find any contact where you requested for a deposit limit to be set on your account.

We have closed your account in accordance with our Responsible Gambling Policy as soon as you stated that you had issues with your level of gambling.

We would still investigate the case further if you are able to provide more details about the phone call you had with us as we could not locate any correspondence where you asked for the deposit. As of this moment we have not received any details regarding that phone call and unfortunately we could not track it in our system.

As for the contact details of our Legal Department – we would like to confirm that all of your concerns can be sent to our e-mail address: [email protected] As soon as we have received your email it is going to be forwarded to the proper department in order to adequately address your concern.

Any inquiry that you send to our e-mail address will be handled within the briefest delay.

Thank you for patience and co-operation.

Sincerely,

Winner Casino

Coxiuss121 United Kingdom
posted on May 30, 2013.

For anyone that is reading this please read what I first wrote and then at the reply of winner casino! I have stated time and again I set a deposit limit of 500 with your reps I have the time and date of the call and it will be logged with my phone company as well. I have asked you for the details of your legal dept but you say go through email and it will be passed to the relevant dept well if that is true they have over 50 emails off myself now and not one have they actioned because they have not called or emailed me once! You are lying and lying have the decency to phone me and stop calling me a liar as that is slander , I have proof but you hide away makin false statements on the Internet. So for anyone reading this stay away from winner casino !!!!!!!!

posted on June 23, 2013.

Regarding your request, we would like to inform you about the progress of the investigation we have. At this time, our management has put all their attention and effort to determine the best possible solution to rectify your issue, however as per our checks, we were not able to locate any deposit limit request on any correspondence we received via email, chat and phone calls.


We are still willing to extend our help on this case and you can always count on our full cooperation. If you are able to provide necessary proof like an original email source or phone call logs, please send it to us and we will review on your case again.

Thank you for patience and co-operation.


Sincerely,

Winner Casino

Coxiuss121 United Kingdom
posted on June 24, 2013.

Lets get a few things clear so that everyone who is reading this and has seen your reply can make there mind up for there self! Not once have you contacted me at all, so I would love to know what type of investigating you have been doing for the last few months into this???? I have given you the details of the time I made the call etc and even the number I called from, you ignored that email and all the others. More importantly for every casino player out there, I have asked this company for there legal departments contact address/ email/ number, and every time they ignore me or give me some crap about customer services , well unless you employ solicitor or lawyers to answer phones how are they going to be able to deal with fraud because that is what your doing, if not please explain to everyone reading this how it isn't????!!!!!!

posted on June 27, 2013.

Good day,

We would like to update you about the status of your query.

Following our recent call we have checked again with our phone provider for any records of the call you are referring to. We can confirm we have no record of such a call. We would need additional information in order to keep investigating since the current checks are conclusive that this phone call has not reached us.

We would also like to kindly ask you to check if the call was made to our company – it could happen that you have reached a different one and this might have caused some confusion.

We have received several emails from you regarding this matter. According to our records we see that we have sent a reply to each one of your emails. We would like you to confirm the email address that you are using and to also kindly check your Spam/Junk folders – some of our emails might have been received there.

Regarding your request for the email address of our legal department, we would like to inform you that you can contact us at: [email protected] . In order to facilitate the process for our customers, we use one general address and we handle each case accordingly as soon as it is received. We can assure you that as soon as we get an email regarding your case it will be reviewed with highest priority.

Thank you in advance for your understanding and cooperation.

Sincerely,

Winner Casino

Coxiuss121 United Kingdom
posted on June 27, 2013.

For people that are keeping a check on this thread let me update you. Winner casino called me for the first time yesterday which all in all was a point less call as it does not match what they have wrote in their email. I have sent them 27 emails they replied to 4 and each was a cut and paste copy they obviously sent to a lot of customers and none answered my questions. Secondly I have provided them with the time and date of the call so for them to say they have check ( this has taken them 2 months to do ) and then to phone me and ask me to provide this information again shows that they are lying. The lady who phone was trying to be helpful but she could not answer a single question or help in anyway. They have even accused me in there answer of phoning a different company??!!!! Are you for real , stop lying and admit your wrong they promised a phone call and this resolving within 1 week lets see if they have again lied.

posted on June 28, 2013.

Dear Coxiuss121,

We would like to summarize the information we have so far about your case and to give you the latest updates on your query.


We keep records of all communication with our customers and we would like to inform you that there has been a reply to every email that you have sent to us. In order to check your case further we have contacted the company providing our phone numbers and we got informed that such call was never received on our end. We have tried to find any other communication with you regarding the deposit limit but there was none.


During the phone call you had with us you mentioned that you have more details about that phone call. We would appreciate it if you could provide us with more information about it based on the facts that you have on your side.


We are willing to cooperate, however, we cannot make any other decision about your case if we do not have any new information regarding the phone call. As we have previously stated we have not found any new information about your case. We base our decisions and actions on the information we have at our disposal. Should there be any update on your case we would be glad to investigate this further.


Thanks you for your time and patience.


Sincerely,

Winner Casino

Coxiuss121 United Kingdom
posted on June 28, 2013.

How many more times are you going to lie????? I have sent 27 emails to you and you have not replied to 23 of them, do you think I am stupid or I am just going to go away?. It funny that you have no details of my phone call but the other day when the lady phoned me she asked for the number I rang on and the time I said no as this proved you had not looked into this at all over the last 2 months. I DID make that phone call and I am not going away continue to lie if you want to. Please explain to the people here that are reading this thread 2 things why you won't give me your legal departments contact details and of you have replied to all my emails please post the response on here and I will post all the ones I sent you and let the whole world know your nothing but dirty liars!!!!!!!

posted on July 3, 2013.

Dear Coxiuss121,


 


We would like to assure you that we are taking all possible measures to resolve your case, however we can only base our decision on the account activity that we can confirm. As we have stated previously, we could not find the call you are referring to therefore we believe that we acted accordingly by closing your account on the spot as soon as we received a notification about your issues with the level of gambling.


 


We have tried to find this phone call but without any success. We have also asked for additional details about it – so far we have received a phone number which you have called us from. We have made a search based on the number you provided but we could not find the call.


 


As for your query about the email address which you can use to contact our legal department at, we would like to inform you that you can use our official email address which is: [email protected]. We will be glad to assist with any email that we have received regarding your case. We believe that this contact information will be enough for you to get in touch with us – we will handle any concerns you may have immediately.


 


We would also like to confirm that we have handled and replied to all emails that we have received. We keep records of all these correspondences and they are kept in our database in accordance with our security and data protection procedures. We would not like to breach these protocols by sharing the correspondences you had with us regarding your account.


 


We do apologize for any inconvenience caused, but we would like to assure you that we are always looking forward to cooperating with our customers about any issues and concerns they might have. We consider that we have taken all necessary actions to handle your query based on the information that we had.


 


Thank you for your time and patience.


 


Sincerely,


Winner Casino

Coxiuss121 United Kingdom
posted on July 4, 2013.

For all people reading this thread:-

- winner casino did not phone back as they promised this week

- they did not answer 24 of my emails regardless of what crap they write on here

- they have not checked out the phone number I called on in the last 2 months because the lady who phoned last week asked me for it !!

Liars, cheats and thieves do not use this website you have been warned!!!

AskGamblers
posted on July 8, 2013.

 This complaint is run around, we cannot decide to solve this case neither in favor of casino, neither in player's favor. It will be marked as Closed, until further notice.

Coxiuss121 United Kingdom
posted on July 9, 2013.

Why have you closed this complaint I have not even had it dealt with this is ridiculous!

AskGamblers
posted on July 19, 2013.

 Any updates here? Anything solved out?