Complaint #11 Winner Casino

Won't pay, notarized documents

By veryandy

10 years ago

Message on forum

I have been a loyal customer with Winner Casino and had good days and bad days, Back in June I lost over 12,000 GBP with them :( But in August my luck changed and I won a good amount. In the past they ask me for further documentation to prove my ID , I gladly provided this and all was good , My deposits and withdrawals were without any problems.

Now things have gone from bad to worse,

They requested Notarized ID which must be sent to the Philippines,

After some discussion I did what they asked and paid 85 GBP for my Notarized Documents. Then I paid 40GBP to courier them to the address they provided.

20 ( Twenty ) days have passed since my withdrawal request and my courier is unable to delivery the documents due to an address problem.

Basically nobody with sign for the package at the Philippines Post Office .

So far I have been given two P.O.Box numbers and the address 14/F Yuchengco Tower 1 , RCBC Plaza, 6819 Ayala, ( This address I have seen from other casino web sites )

Before I posted these documents I did email them to Winner who approved their content but still demanded that I courier them.

I have deposited over 55,000 GBP with this casino and had no problems in the past , they now owe me approx 30,000 GBP and I am running out of options in finding a solution.

I have done everything they have ever asked of me , even sent photo's of myself stood outside my address with the house number , the bus stop outside my house which displays the road name, sent all documents at my expense , sent copies of my bank statement with the deposits and withdrawal from and to Winner shown on the statement.

What more can I do to get paid out , DNA test is about all I have left.

I am in good contact with my VIP managers , but getting nowhere .

I am very stressed and feel physically sick at how they can treat customers.

Any advice would be much appreciated to resolve this issue

Disputed Casino Winner Casino

Reason Verification issues

Amount £30000

Discussion

AskGamblers

• Support Team

13 years ago

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

veryandy

13 years ago

All funds now received , was a bit of an ordeal but please consider this complaint as solved successfully ,

Thanks again to Ask Gamblers & Winner Casino

veryandy

13 years ago

Received part payment , waiting for the rest maybe today or tomorrow I hope, I think payment is still in the banking system over the weekend.

AskGamblers

• Support Team

13 years ago

Dear @veryandy,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team as soon as you get the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Winner Casino Complaint Stats

Resolved 36 / 92

Avg. Amount $3,700

Avg. Complaint Duration 45 days

Avg. Response Time 3 days

Winner Casino Complaints

See all complaints for this casino

Wrong banking information

Hi i win 9000 on winner casino i send all the document requiered and everything was approve they said they make the payment but after 5 days i received nothing i go see my email and they said they put the money back into my account because they cannot do the wire transfert and look into my banking info. I double check my banking info and everything fine so i dont know what to do and actually i miss 2000 on my money because i make 2 withdraw first one of 2000 and when i was approve i make one of 6000 and they just put the 6000 back

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Refusing to Accept POA Document

Winner Casino have provided me with the worse customer service I have ever known, I won a small amount of £1888 in the casino wallet, and they asked for some documents to verify my account. I sent them all different type of documents, however they come back to me and told me that my bank statement was out of date. This was fair enough so I sent them a printed bank statement of my Coop Bank, which again they did not accept because it was printed. This was rather frustrating, but I wanted my withdrawal so I phoned up coop bank and asked them to change my paperless setting to send statements through the post, so I could get an official bank statement.

After 2 week I eventually got a official bank statement from coop through the post, which is perfectly valid and within date. I can even email this to you (ASK GAMBLERS) to show how official it is. However when I send it to winner, they are now saying the statement I have sent is the wrong type, and when I ask them what is a wrong type they just say they cannot explain futher.

Sorry but Coop bank is the only bank I am with and I live with my parents so dont have any other utility bill so I want Winner Casino, to stop using delaying tactics and just accept my document and ultimately pay me my winnings! The Statement even shows the deposit made to winner casino, and they are still refusing it, its awful and they should be ashamed.

Please verify and pay me my winnings Winner Casino

Unresolved

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Unable to make withdrawal

I have made my first deposit of 2500 Eur on 29. October and played a little bit of poker that day. I needed my money and I have made withdraw request on 30. October which was declined. I have received an email that I did not wager enough of my deposited funds in order to make a withdraw. After that, I was contacted by their representative which asked a lot of question and asked me to send them my paychecks from the bank for the last 3 months which I did: I have also verified my account before that. After that, they have sent me an email that my account is verified and that I need to rollover my deposit in order to make a withdrawal but rollover must be done in casino section and they have told me that I cannot play poker on their site anymore and they have blocked poker games for me. I thought I will try to lose as less as I can and decided to play roulette. I have played 67 roulette games where I covered every single number on roulette and I was losing 1Eur per round. I made rollover of 2500 euros and thought I can make a withdraw now but my withdrawal request was declined again with the explanation that only slots have 100% wager percentage contribution and roulette has only 25%. I tried to make a withdraw in the amount of only 20Eur but was declined again. I have sent them a few emails but they were not responding and they blocked live chat for me. I have called them and tried to get an explanation for all of that but they are just telling me that this is their decision and that I have to play some casino games in order to make a withdraw. My only purpose of depositing there was for playing poker and I do not feel comfortable to play casino games which they are forcing me to play. Basically, they are forcing me to lose my money on purpose. I have called them today again and asked from them to allow me to play poker and that I will play as much as they want because I know how to do it but they said because of security reasons poker will continue to be blocked for me. After that I have asked from them to close my account and if they want they can take some fee on my funds but they have said that it can not be done before I rollover my deposited amount in casino section. This is written in their terms and conditions:

"Closing your Account

53. If you wish to close your Account, please contact Customer Services (our contact details can be found here). You can do so at any time, provided that your Account is not expected to become in debit/deficit pursuant to any liabilities incurred through your gaming activities. On closing your Account, we will return the balance to you in accordance with the provisions of the "Deposits and withdrawals" section above."

I do not want to lose more of my money, I have already lost 67 Eur on purpose thinking I will be able to make a withdraw but now they are forcing me to play other games. Please help me with this, I am open to playing poker on their site to make needed rollover or for paying the fee for withdrawing the money.

Thank you

Unresolved

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