Winner Casino - Funds withdrawal declined

UNRESOLVED
posted on October 24, 2012.

I won some money on Winner Casino to the value of £2740.00 which I put a withdrawal request in for.

The usual steps had to be taken which was to verify my details which I had no issues with. Passport and utility bills were sent via email and I had a response from Winner just over 24 hours later stating that the documents were fine and my funds are now being processed.

I woke up this morning and thought i would check my Winner account to see the status of the pending withdrawals and my sum of £2000.00 was declined and the £740.00 had been changed to £280.00 and was authorized.

I have tried to contact Winner Casino but this is a absolute nightmare as there so called toll free number for the UK is always engaged or if it does ring, it only rings for about 10 seconds and then goes to the engaged tone ?

Online chat help is dreadful as nobody makes any response what so ever. I sat there for 2 hours waiting for someone to respond !

I have even gone to effort of ringing Canada but I was stuck on hold music for 45 mins with no answer. God knows how much that has cost me also on my telephone bill !!

My funds of the remaining amount are still owed to me and for them to vanish completely from account is shocking and worrying.

Regards

spudman101

posted on October 24, 2012.

I would like to just keep you updated on the progress of this issue. I finally managed to get hold of a chat rep on my mobile today while at work.

A screen grab of the conversation has been made if needed for future reference.

The representative of Winner casino has stated that it was a bonus that was awarded to me and that I could only withdraw a maximum of £200.00.

I told the rep that I contacted them via chat and asked can I withdraw all my winnings now and I was told yes and I can also make another deposit if I wanted to.

The withdrawal was made and the max i could withdraw back to my card in one go was £2000.00 which was done and an additional withdrawal of £750.00.

Emails were also received confirming the amounts which I have still.

The 750.00 was also changed to £740.00 by Winner for no reason stated as of yet ?

Winner are now saying that they dont have any correspondence via chat stating that I can withdraw all my funds by the representative !

They have stated that they will get back to me via email by the end of today.

So my remaining funds that are still owed to me are still in the hands of Winner Casino and I have also told them that I have tried phoning there UK free phone number with no luck in anybody answering and also Canada which I had to listen to computerised music on repeat over and over again with no one picking up and costing me god knows how much.

posted on October 25, 2012.

Over 24 hours have passed and still no email back from Winner casino as promised regarding my money.

This is terrible.

posted on October 28, 2012.

3 days have now passed and I still do not have my money owed to me and no email as promised.

Getting nowhere fast springs to mind.

posted on October 29, 2012.

Still no response from Winner Casino on here or via email which I was told I will have by the end of the day 4 days ago.

I have a screen shot of this conversation stating this but where can I post it so it can be seen as proof. ?

posted on October 30, 2012.

UPDATE:

Finally managed to get a chat rep online... please see chat below.

SPUDMAN101: Hi Can you please advise when I will be getting my email regarding my funds that were cancelled by Winner when i was told i can withdrawal all my funds.

SPUDMAN101: I spoke to a advisor who said they will get back to me within 24 hours and that was 5 days ago.

SPUDMAN101: hello is anyone there !!!

SPUDMAN101: hello can you help me please.

Laura: Hello! I am Laura from customer support. I would like to assist you with your deposit.

Laura: Please double check your CVV2 code upon deposit or try using another card if you have one. If not you can always make deposit via bank transfer or via one of the alternative payment methods we provide.

SPUDMAN101: No thats the only way I can get any of your attention by doing a failed deposit I want to know whats happening with my money thats owed to me and the email back that I was suppose to get 5 days ago regading this

Laura: Let me check this for you.

SPUDMAN101: I spoke to a advisor which i have the name of and conversation saved

SPUDMAN101: I made a withdrawal of £2750.00 which I was told by one of your chat reps that I can withdrawal ALL of my funds. I done this and this was then changed to £2740.00 by Winner for no reason what so ever then I was only given £228.00 of the winnings with the rest cancelled/declined.

Laura: I have checked the case.

SPUDMAN101: I have all the emails stating the amounts and the last conversation saved regarding investigating why i was not paid the full amount as the chat rep said i can withdrawal all my winnings. i have yet to have any emails from you and its been 5 days

SPUDMAN101: ok and what is the case ?

Laura: I would like to inform you that the maximum amount of winnings generated with ou Sign up bonus, which can be withdrawn, is 200GBP.

SPUDMAN101: my sign up bonus was £30... I was told by your rep that I can withdrawal the whole amount that I won !!

Laura: I will check the conversation again.

Laura: One moment please.

SPUDMAN101: please doo

SPUDMAN101: thank you

Message is too long

Laura: I can see that my colleague has informed you that the sign up bonus will be cut, but she didn't tell what is teh maximum amount of winnings which can be withdrawn.

SPUDMAN101: yes cut as in i can only withdrawal £2000 max back to my visa card and the rest as a seperate withdrawal

SPUDMAN101: as u can only do £2000.00 max on a withdrawal

SPUDMAN101: it wont let you do any more than that

SPUDMAN101: she didnt say anything about that i can only withdrawal £228.00

SPUDMAN101: or

SPUDMAN101: £200.00 !!

Laura: After further check of the case it was clearly visible that the winnings were generated with our sign up bonus in the Mobile version of our casino. As per the bonus' terms and conditions the maximum amount that can be withdrawn is 200GBP.

Laura: It's clearly stated in our Terms&Conditions.

SPUDMAN101: i had £10 in my account before i went and used my phone. Why was i told that i can withdrawal my funds and be told it will be cut hence having to do 2 seperate withdrawals ?? This was not explained clearly enough then if thats the case. And why was it changed from £2750.00 to £2740.00 for no reason and then cancelled even though the above had been stated

Laura: As we have informed you via e-mail earlier you have played from the download version of the casino where you have made several deposits, received couple of bonuses and at the end lost all of them.

Laura: While your account balance was 0.00, you logged in the mobile version and accepted the 10GBP free bonus with which you have generated the winnings.

SPUDMAN101: I have not had any emails from you stating this !!! also why was I not told by the chat rep that I could only withdrawal a maximum of £200.00. I was told it would be "cut" it says above but What does cut mean then if this is not made clear. I was made to believe that i had to make 2 seperate withdrawals as the max was 2000

Laura: The e-mail was sent to you on 24 October 2012.

Laura: You should check your SPAM folder as well for it.

Laura: I am sorry for the misinformation, but this is all I can tell you now.

Laura: After check from our relevant deparment it was stated that the winnings were generated with our sign up bonus and therefore only 200GBP can be withdrawn.

SPUDMAN101: no emails in inbox or spam folder. I have checked both. This is an absolute joke !!! My point is your chat rep lead false information to me regarding making my withrawals. I was not told that i can only take out £200.00 i was told that it would need to be cut which i though had to be done in 2 seperate withdrawals. you have even stated above that she did not male it clear what the amount was max to be withdrawn.

Laura: I have resended the e-mail again now.

Laura: This is all information I can give you right now. I am sorry for the inconvenience.

SPUDMAN101: so what happens now as I am out of pocket for false or unclear information givin to me by your chat rep.

SPUDMAN101: email came straight through that time thank you

Laura: No problem. All I can inform you is that these are the conditions of our sign up bonuses.

SPUDMAN101: I will be making a copy of this chat as a complaint has been made at www.askgamblers.com under complaints which winner casino has yet to respond. Please bare in mind this was posted about 6 days ago. I think you undrrstand that i was mislead by the comments of the chat rep and not stating or making clear what i could and couldnt withdrawal as you stated above.

SPUDMAN101: what will happen now regarding my mmoney

SPUDMAN101: *money

Laura: The withdrawal has been already processed to you on 23 OCtober 2012.

Laura: Please check with your bank about your funds.

SPUDMAN101: no the remaining funds of £2512.00 that we have been talking about for the last 20 mins

Laura: They have been cut from your balance, since they are not redeemable as per the temrs and conditions of the sign up bonus.

SPUDMAN101: are we going round in circles... I was not told by the chat rep what i cannot withdrawal. this was not made clear to at this time only to be "cut". you have stated this also that they did not state the amount maximum to be withdrawn. I was told i can withdrawl all my funds and no amount was stated what i cannot withdrawal.

Laura: The only amount that can be withdrawn is 200GBP the remaining amount is cut from your balance as it's not redeemable.

SPUDMAN101: i have had to spend my money trying to get hold of your customer services around the wotld which i have had to fund. I live in the uk and had to phone canada which was pointless as they didnt even answer the phone. How much has that cost me in telephone calls. Canada toll free dosnt work in the uk.

SPUDMAN101: so are you happy saying that your chat rep by saying "cut" is substantial enough to state the maximum i can take is £200.00 even though i was lead to beleive cut was to related to 2 withdrawals

SPUDMAN101: you even said in this conversation i quote :

SPUDMAN101: "I can see that my colleague has informed you that the sign up bonus will be cut, but she didnt tell what is teh maximum amount of winnings which can be withdrawn

SPUDMAN101: I think the chat rep should of quoted the max i can withdrawal not use the term cut as this is misleading

SPUDMAN101: do you agree with what i have said

Laura: I am sorry for the delay. I was checking the case with my supervisor and he confirmed that the mximum amount of winnings generated with the sign up bonus , which can be withdrawn, is 200GBP. It is clearly stated in our terms and conditions.

SPUDMAN101: does your terms and conditions state that misleading words can be used with players in regards to making withdrawals.

Laura: I would like to inform you that there are no misleading words used. According to our terms and conditions all players are responsible to inform themselves about the bonuses they receive and their conditions. We apologise for the inconvenience.

SPUDMAN101: Can you please make sure this gets passed onto a manager as I believe that I have been mislead by your chat rep. You stated that she did not state the amount I can withdrawl. The term "cut" when i am making a withdrawl makes sense to me that I could not make 1 withdrawl of £2750.00 but 2 but this obviously was not the case but if made more clearer by the rep i would not be talking to you now as this would of been made clear to me

SPUDMAN101: it has cost me money and time trying to get hold of someone at Winner which is a nightmare.

SPUDMAN101: Not even an apology for not making things clear from your chat rep which is appalling.

Laura: I will escalate the case to my supervisior and once I have an answer I will inform you via e-mail.

SPUDMAN101: thank you laura. I hope you can see things from my point of view and see what hardship this has caused me by not being clear and time and money it has cost me ?

Laura: I fully understand you Luke. Once I have an answer I will notify you via e-mail.

SPUDMAN101: thanks laura

Laura: You are welcome!

Laura: Can I help you with anything else?

posted on November 2, 2012.

Dear Luke,

We have reviewed your account and we see that you have made several deposits and you have received a few bonuses.

One of the bonuses you accepted was a sign up bonus of £10. After you started playing with the bonus you managed to play and to accumulate winnings. Like every other bonus we give there are certain conditions attached to it. You are able to use that bonus at your discretion, however you are allowed to withdraw maximum of £200, the rest of your balance would be voided. These terms apply for all of our customers who would like to take advantage of that type of bonuses.

In your specific case you managed to win enough to reach the maximum amount which could be withdrawn - £200. Since you ordered a withdrawal afterwards we had to void the part of the balance which exceeded that allowed amount. The rest of your winnings was paid out to you as a withdrawal.

For more information regarding our bonuses, please visit our website and check the terms and conditions of the bonus: http:/­/ca­sin­o.w­inn­er.c­om­/bo­nus­-te­rms­/#fdb at the bottom of the page.

We have processed as a withdrawal the maximum allowed amount and as well as the converted complimentary points.

We hope that you can keep on winning and having a good time at Winner.

Sincerely,

Winner Casino

posted on November 3, 2012.

Thanks for your reply but my concern is that your chat adviser did not state what I could withdrawal.

They stated that I would "cut" my withdrawal which I was lead to believe that I would need to make 2 withdrawals as the max you can do at one time is £2000.00.

I think your customer service is very poor and should be more clear. I have spent a lot of time and money trying to sort this out.

Phoning Canada trying to get hold of someone is diabolical and costly to me being in the uk.

Your UK toll free number is always engaged or when it does ring this goes to engaged after a short period of time.

Chat reps hardly ever want to speak to you and the only way I could get one to do so was to make a failed deposit and they are there straight away then trying to get to use a different card to use.

I have been mislead by your chat rep and the last chat rep I spoke to even agreed with me stating the following from a saved chat session.

SPUDMAN101: thank you laura. I hope you can see things from my point of view and see what hardship this has caused me by not being clear and time and money it has cost me ?

Laura: I fully understand you Luke

She also stated that the chat rep did not state what I could and could not withdraw

Quote from chat....

Laura: I can see that my colleague has informed you that the sign up bonus will be cut, but she didn't tell what is teh maximum amount of winnings which can be withdrawn.

SPUDMAN101: yes cut as in i can only withdrawal £2000 max back to my visa card and the rest as a seperate withdrawal

I am left out of pocket because of your poor customer service and being mislead.

I would still like a refund of my money and at least a good will geusture due to me having to phone Canada for 45 mins on hold from the uk because of your UK telephone is always engaged no matter what time you phone.

God knows how much that has cost me on my telephone bill.

posted on November 6, 2012.

Can you please respond to the above post Winner Casino.

posted on November 9, 2012.

Winner Casino please respond to the above comment ASAP

posted on November 15, 2012.

I still have had no reply in regards to the above messages and statements. Only £200.00 received in total.

Problem is still not resolved but I don't know what to do from here... Can anyone please advise me.

Thanks

posted on November 18, 2012.

Winner Casino please respond to the response posted above titled

Re: 3rd November 2012, 10:17 AM

posted on November 21, 2012.

Still no response from Winner... I will not let this rest and by the looks of it someone else is having the same issues as I have had (see below)

Winner Casino Respond please !!