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Casino Winner - Account unfairly restricted while on holiday

RESOLVED
Complaint Info
Disputed casino Casino Winner
Reason Casino terms violation
Amount € 4200.5
amineezyy Netherlands
Posted on August 15, 2019

Hi everyone. I am not 100% sure how this website works but will try to explain my situation very clearly, if I am missing information please let me know. A little longer than 2 years ago I opened an account on Casino Winner (which was then called Kroon Casino) and I have been playing several periods since that time.

When registering, everything went fine and I had good times on this website. Until last Monday when I decided to play while on holiday. I am traveling by car and the route is Holland (my residential home) > Belgium > France > Morocco and the same way back.

During this trip I deposited a few thousand euros and decided to stop playing at a balance of 4200.50 EUR in Morocco. When I wanted to ask some information about withdrawing to my creditcard, I told the support agent I was in Morocco in case she wondered why my Ip-address is different.

Since this moment the agent was responding very slowly and to my surprise she said the following: “I do want to say that I really appreciate you already informing us that you are playing from the beautiful country Morocco. However, you are unfortunately not allowed to log in from there since we are not online in that country”. She then recommended me not to login anymore until I get back in NL (Holland).

I started asking for more information about this matter and a couple minutes later my account got restricted (couldn’t login anymore) and I had an unpleasant feeling because my balance was also out of my reach. Me myself do pay a lot of attention to the terms and conditions on forehand and when problems like these occur so I started investigating the t&c’s.

So basically the terms and conditions say the following: see chapter five in the following link https:­//w­ww.c­as­ino­win­ner.co­m/e­n/s­upp­ort­/te­rms­-an­d-c­ond­itions.

The important part is that it says ‘not resident in Morocco.’ Now personally I know this is not the case for me because I live in the Netherlands. In the above text resident is used in a phrase with restricted countries of residence so it refers to people living in these countries. To make sure I looked up the definition.


Resident: a pe­rso­n wh­o li­ves­ or has ­the­ir h­ome­ in a place

(Source: https:­//d­ict­ion­ary.ca­mbr­idg­e.o­rg/­dic­tio­nar­y/e­ngl­ish­/re­sid­ent).


To keep a long story short I would like my full balance at the moment (4200.50 EUR) to be sent to my creditcard/bank account for the following reasons:

1. I am not resident in Morocco, but only here for a few days on holiday as a vacationer.

Vacationer: a pe­rso­n who is on h­oli­day­ away from where they usually live (Source: https:­//d­ict­ion­ary.ca­mbr­idg­e.o­rg/­dic­tio­nar­y/e­ngl­ish­/va­cat­ioner).

2. I have been living in The Netherlands for my entire life where I also registered my account from and I am a Dutch citizen and have my residential address and basically everything in NL.

3. In a chat with a support agent of Casino Winner I was told: “you are unfortunately not allowed to log in from there since we are not online in that country”. << this is nowhere to be found in the terms and conditions which I agreed to. The t&c only says you must not be resident in *list of countries*.


>See screenshot nr.1

Also see screenshot nr.2 of the same chat and supportagent basically confirming and stating it a fact that I am not a resident: (pink is me)

^Sorry for my tone in the ss I was and am quite annoyed.


Sidenote: I have also already asked for an opinion of a support agent of AskGamblers and this is what was said: (yellow is me) >See screenshot nr.3

^leave has to be live*

To sum everything up, I have not breached the terms and conditions. Based on what the support agents say in the chats I find the t&c’s misleading and can not see that I have done something wrong. I am using this platform to get the right solution based on my arguments and hopefully get my honest earned amount of 4200.50 EUR sent to my creditcard or bank account as soon as possible.

amineezyy Netherlands
Posted on August 17, 2019

Yesterday I have received an email from a supervisor from Casino Winner saying: "After a review of your query I can see that you are outside of your country of residence right now. Due to that we are unfortunately unable to let you login, play or withdraw funds, however rest assured that we will be happy to unlock your account once you're back to the Netherlands. You will obviously be able to request a new withdrawal then as well. Till that time your outstanding balance of 4200.50 EUR will remain secure on your gaming account."

When I asked about the fact that requesting a withdrawal is another promise than actually withdrawing they replied by email today saying:

"All withdrawals are subject to a standard review once they have been requested, and this is not something we will be able to offer to do in advance. That said, should you experience any issues with your withdrawal once it has been requested, you are welcome to get back to me in a reply to this e-mail and I will of course be happy to assist you going forward."

Seems like we're slightly getting to a solution, but I would like to keep the complaint open until I'm 100% sure of receiving my funds which I am going to request a withdrawal for on the 25th of August when I'm back home.

amineezyy Netherlands
Posted on August 21, 2019

Hereby extending the time frame in awaiting of next weekend

AskGamblers
Posted on August 24, 2019

AskGamblers Complaints Team has just extended the response time frame with another 96 hours hoping that Casino Winner management will soon jump in with an update on this complaint.

amineezyy Netherlands
Posted on August 25, 2019

update: im back in my country of residence and my account got reopened. i played some more and requested a withdrawal. Now it's a matter of waiting on casino winner to process it. As soon as my withdrawal(s) are processed I will update it here.

amineezyy Netherlands
Posted on August 28, 2019

update: been requesting withdrawals and they are getting processed! this complaint may be closed as resolved.
thanks to the casino winner staff and the askgamblers team.

AskGamblers
Posted on August 28, 2019

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.

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