Winner Casino - purchased scratchcard, I won on

UNRESOLVED
posted on May 20, 2013.

I was playing the rocky Bal boa scratch cards last night, 1.00 a card I paid, an I won several times, approximately 11 o'clock an no later than 11.06 because thats when I emailed the casino, regarding the payment not being credited to my balance, I won 1000 pound on the scratch card, I got rocky x 3 on the left column, and in the prize box was a 1000 pound win, I was gob smacked, an answer by it, cudnt believe it, I purchased a next card, and my balance didn't credit it, I had approximately 35 at that point, straight away I emailed them, it's been all day an night, they keep saying a code, for me to give them, I didn't take a code, I won lots of times, an they credited ok, an I didn't expect that scratch card payment to not credit. Iv told them they have details of every card I purchased an it's all computerised. It showed up a winner to me an not to them, there is a error somewhere, they say they checked an cannot find a winning card wiv that amount on, that I'm claiming, I asked them to scrutinize every card I purchased, all they keep asking for is a code from the card, I won lots of times, didn't think I'd have to take codes, I was happy I had one until the balance didn't change. I no what I won, and il do the utmost to prove it, I play from my smart fone, not lap top, fank you for listening

posted on June 23, 2013.

Good day,

Here at Winner Casino we always aim to provide the best possible experience for all of our customers. We offer big variety of games so that everyone can have fun and enjoy their stay with us.

We have reviewed your concern and we would like to give you an update about your case. We see that you have played the game Rocky Scratch from a mobile device. We have checked the result of the bet in question and we see that the symbols that you got from the scratch card unfortunately did not win.

In order to make a winning combination you need to get three symbols of a certain kind – more information about the payout and the symbols that you need to collect you can find when you start the game from the mobile device you are using.

We have noticed that you got three symbols of a kind, however these are different than the ones that you need to have in order to win. We believe that the symbols you saw on the card during the game might have caused some confusion.

We hope that this will clarify the matter. We wish you a lot of luck on the next games that you are about to play in Winner Casino. Please let us know if we can be of any assistance.

Thank you for your patience and understanding.

Sincerely,

Winner Casino

AskGamblers
posted on June 27, 2013.

 Issue resolved?