Winner Casino - No payout allowed

UNRESOLVED
posted on October 8, 2013.

I played this site for first time deposited 100 got 80bonus won around 3;600 when I tried to withdraw they only let me get 50 but not all for some reason not fair

posted on October 8, 2013.

Dear Gaza,

We have checked your account and we can see that at some point you have managed to win in our casino.

We would like to inform you that our Sign-up bonus does have Terms and Conditions that needs to be met before you can withdraw your winnings. We believe that this is a common practice for most of the companies in the gaming industry and we can assure you that these conditions are one of the best on the market.

To ensure transparency across our site, we made sure that all bonus requirements are presented to our customers before the funds are issued to their account and at the same time, they have an option to accept or decline the bonus we offered. We also had a chance to speak to you during our chat conversation last month were were have explained well and given all the necessary bonus requirements that you need to be aware of before you can request any withdrawal.

Should you need any assistance, you can always contact our Customer Service Team which is available 24/7.

Sincerely,

Winner Casino

posted on October 9, 2013.

this problem is not resolved I won this money on this site I wasent told the terms and conditions so I wont my winnings ive been involved with other casino sites for first time an d they gave me my winnings for first time play

posted on October 10, 2013.

Dear Gaza,

We have reviewed your concern and we have checked your account again. We are glad to see that you had profitable experience in our casino and that you managed to accumulate winnings with one of our promotions. We would like to inform you that every time there is an available promotion, our customers need to accept the bonus and claim it. We have ensured that there is basic important information for the terms of the respective bonus as well as a link to the full conditions of the promotion. We believe that by providing these details our customers can choose if they would like to receive that bonus or not. We see that you have accepted our Sign Up Bonus and have played with it. We have also noticed that you had contacted one of our representatives regarding the conditions of the bonus that you have received. The correspondence took place on the 20th of September, before any withdrawal requests were ordered in the account. All the conditions of the bonus were explained during that correspondence including the maximum limit of the withdrawal and the wagering conditions.

We would like to inform you that you may always check the terms of the bonuses which are available either by following the link on the pop-up message where you can claim the bonus or by contacting our Customer Service team. We will be glad to explain everything about the conditions of the promotion you are interested in. We believe that now that we have explained more about the promotions in our casino, we would also like to give an opportunity to play with a bonus from us again so that you may try your luck again and hopefully win even more than before. The bonus is waiting for you in your account and you simply need to log in and claim it. You may contact us any time should you have any questions or need any assistance.

Thank you for your time.

Sincerely,

Winner Casino

posted on October 11, 2013.

this problem os still not resolved I want my winnings

posted on October 13, 2013.

Dear Gaza,

We are glad to see that you have accepted the bonus we have issued on your account as a gesture of good will. We would also like to inform you that we have presented the conditions of the welcome bonus which you have received and played with before you claimed it. We can also see that you had a conversation with one of our representatives where the conditions of the promotion were explained again.

According to the activity in your account, we can see that you have ordered the initial withdrawal request without having met the conditions of the bonus that you have claimed. That is the reason why your winnings have been voided. We encourage our customers to always check on the status of the bonuses they have received so they can make an informed decision with regards to their withdrawals.

We hope that you will have great time in our Casino - we can see that you have had profitable stay with us so far so you may try your luck again on our tables. Should you have any questions regarding our bonuses and promotions you can always get in touch with us - we will be happy to assist you. Once all the terms of the specific promotion you have opted to use have been met, you may order a withdrawal. We will check your account within the briefest time possible and we will get back to you about the status of your withdrawal request.

Thank you for your time.

Sincerely,

Winner Casino

posted on October 13, 2013.

Stop putting free money into my account couching me to play your site I said I wasn't happy about this someone be in touch on my behalf about this situation I'm not happy about this

posted on October 14, 2013.

Dear Gaza,

We would like to inform you that every promotion that we offer comes with certain conditions. We consider that the terms of our bonuses are one of the best on the market. Once those conditions are met every customer would be able to request for a withdrawal of their funds.

We have reviewed your account and we see that you have ordered a withdrawal request prior to meeting the conditions of the bonus that you had accepted. Our customers can choose whether they would like to comply with our bonus policies and to withdraw their winnings or to simply withdraw their deposit and have their winnings voided. We see that you have chosen the latter option – there has been an approved withdrawal in your account.

We have tried to contact you at the registered phone number in your account in order to give you more details on your query; however we were not able to reach you.

You are always welcome to contact us to address your concern and we are looking forward to hearing from you.

Thank your time and cooperation in advance.

Sincerely,

Winner Casino

posted on October 17, 2013.

What do you mean about a approved withdraw are they giving me my funds

posted on October 17, 2013.

Dear Gaza,

We have reviewed all actions that took place in your account and we see that you have ordered a withdrawal which has been approved. This withdrawal has been ordered before you met the conditions of the bonus that you have received. In order to be able to cash out any winnings you need to complete all requirements of the promotions that you have opted for. We see that the conditions of the Sign Up Bonus that you received were not met. Therefore you have been able to withdraw only your deposit.

We would also like to inform you that there are on-screen messages which give you more details if the terms of the bonuses that you have received are met or not. In case they have not then you will also be notified what amount can be withdrawn at this very time. In your specific case you have been able to withdraw your deposit.

We would like to advise you that if you would like to get more information on a certain bonus before you receive it you can either refer to the confirmation message that will appear when you are logged in or to contact our Customer Service Team - we are available 24/7.

Thank you for your time and understanding.

Sincerely,

Winner Casino

posted on October 17, 2013.

Al I can tell you I was have a bonus of 80 dollars on top of 100 at the time if I remember ritely and I won over 3;600 but could get 50 dollars instead of full with draw that was the bonus for first time play I didn't get any terms and agreements shown to me

posted on October 23, 2013.

Dear Gaza,

We have reviewed your case again and we see that you have really had good time in our casino. We always aim to keep our customers satisfied with the gaming experience we are providing and we are glad to see that you are still playing on our tables. We would really like to see you enjoying our casino for as long as possible and therefore we would like to make an exception for you and credit the winnings you had accumulated initially accumulated. The funds will appear in your account shortly – you simply need to log back in.

We would just like to remind you to observe the on-screen messages in our products – they are designed to guide you through the important processes and to give you details about our promotions and current standing of your account. In case you need clarification about any of those messages, please contact our Customer Service Team – we would love to help. That way you can avoid any misunderstandings and be always aware of the latest state of your account and available promotions.

We hope that you would find our decision satisfactory and that you will keep on winning at Winner!

Thank you for your time and patience.

Best regards,

Winner Casino

AskGamblers
posted on October 27, 2013.

 gaza, is this complaint solved?