Winner Casino - not happy with the quality of service

RESOLVED
unhappypunter123 United Kingdom
posted on December 22, 2013.

I have posted here before about winner, who only abuse punters and take no care whatsoever on people with gambling issues. Last Xmas I lost over 6,000 over a few days, and on multiple occasions I tried to close my account, but got sucked in with the free bonuses as a way to try and get some of the losses back. When I actually did get some money back, around 4,000, they left the withdrawal pending for 4 days, and I stupidly played it all back down by reversing the withdrawal - maybe they should have realised then that I had a problem when they looked at the deposit, the games I played and the hours spent at their casino. Thanks to Winner, I am still paying debts back this year, so its another Xmas ruined for my family. But they still do it, don't see a duty of care, and when I complained to both them and the gambling board controlling them, they had no record of my conversations, and the gambling board just didn't bother doing a thing. So if you have any sense, or believe you mightn't be able to control your gambling, stay away from Winner as they just don't care.

AskGamblers
posted on December 27, 2013.

 Winner Casino's representative informed us that this complaint is solved! We'd love to get a confirmation from the player!

posted on December 27, 2013.

Dear Unhappypunter123,

We are sorry to hear about your bad experience with Winner Casino. We always do our best to assist our customers and to resolve their issues. We have multiple processes in place which ensure that our Responsible Gambling polices are followed properly.

Every time we have a customer who would like to close their account with us we would ask for the reasons for their decision. One of the mandatory questions that we always ask is weather the customers have gambling issues or not. In case we get a clear answer that there are such issues then we will immediately refer to our Responsible Gambling policies. We do have a lot of customers and each one of them is free to enjoy themselves on our tables and play in a manner that they prefer. Without any clear statement from the side of the client we are unable to determine if the customer has gambling problems or not.

We have reviewed your account again and we see that we have asked you multiple times if you have any issues with the level of your gambling. Since we did not get a clear confirmation and in fact you denied having any problems with your level of gambling we had no ground to follow our Responsible Gambling policy.

At the moment you had made us aware of your gambling issues we acted immediately and your account was closed accordingly. We would like to inform you that your account has remained closed up to date.

We believe that we have acted appropriately and we have looked for confirmation for any gambling issues multiple times. At the time when we got a clear statement about your gambling problems your account was closed.

Thank you for your time and patience.

Sincerely,

Winner Casino

unhappypunter123 United Kingdom
posted on December 27, 2013.

How kind of Winner to give me such an eloquent and wonderful reply. Did I miss the bit in the reply that explained why they gave me bonuses instead of closing my account as requested on more than one occasion? Did I miss the part on their responsible gambling piece were they queried multiple deposits, all to try and chase losses? Did I miss the part in the reply were they responded to my misgivings about the reverse withdrawal? And ask yourself the question Mr Winner, I am down a lot of money, I want to close my account to cut my losses and you offer me free money, which I see as a lifeline to win some money back? Who in their right mind will admit to having a problem in those circumstances? My advice to anyone thinking about playing at Winner - don't play as they only want to fleece as much as they can from you, and when you lose big, they rope you in even more so that they can get as much as possible from you.

posted on December 30, 2013.

Dear Unhappypunter123,

We would like to inform you that we do offer multiple promotions to our customers. We consider our offers to be fair and enjoyable for our clients.

Every customer that we have can use their account in any way they would like – they can deposit, play and get the bonuses should they wish so. In case they have any issues or concerns they can get in touch with us at any time and we will be happy to assist.

We offer a lot of promotions and just like any other company in the industry we do offer deposit bonuses, cash back promotions and tokens of appreciation for our customers.

We consider it to be unfair to our customers to act without their permission and proceed with the closure of their account without having a clear confirmation about their gambling problems. That is the reason why we proactively ask the customers if they have any gambling issues. We have asked if you have issues with your level of gambling several times. When we were made aware of your gambling issues we acted accordingly and we closed your account.

Thank you for your time and understanding.

Best Regards,

Winner Casino

unhappypunter123 United Kingdom
posted on January 1, 2014.

Nothing new hear, Winner wash there hands of everything. No response to the fact that it took 4 days to close my account after my first request was made? No response to the fact that multiple deposits were made in quick succession, and obvious sign that losses were being chased? No response to the fact that when a 4000 pound withdrawal request was made it sat for 4 days, not processed and available to lose, which is what happened? Winner should be ashamed of themselves, and I am sure they aren't the online online casino that has put people like me in financial dire straits.

AskGamblers
posted on January 16, 2014.

 This complaint became run around circle! Player requested account closure and also lost the money, there's not any guilt on casino side and no further point in keeping this complaint running! Complaint solved!