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Winward Casino - Won't pay out winnings claiming untrue facts

RESOLVED
jaehoon81 Sweden
posted on July 8, 2018.

Here's my situation:

I signed up with this casino and received a free chip by email. After completing the wagering requirements I had some 700 euro listed as withdrawable in my account. I verified my account and requested a withdrawal, which was promptly declined. I checked through their terms, which stated that I would be able to withdraw max 100 from a free chip, and I had to make a deposit in order to do so.

So I did that (didn't opt for any deposit bonus), and lo and behold, I managed to win another 198 euro using my deposit of 13.92. Happy with my winnings, I decided to make another withdrawal.

This is where my problems begin. Not only was my request for the 100 from the free bonus denied, with accounting claiming that no winnings from a free bonus are cashable, even though their own T&C say otherwise, but my winnings originating from my DEPOSIT were also denied.

The person I've been speaking to (Lucy) claims that all my winnings come from a free bonus and therefore none of those funds are withdrawable. Her claim is that I used up my deposit funds and that my additional winnings of 198 come from using the bonus balance (700) already in my account.

This statement simply isn't true, because I combed through my transaction report showing my betting history, and it clearly shows that my 198 came from my deposit. I hit some nice bonus rounds on slots shortly after my deposit, which is why their statement immediately raised some red flags. According to their own gaming report, at no point did my deposit funds drop below zero, meaning no free bonus winnings were used for those additional 198, only my deposit.

Even if I were to accept their claim of no winnings from a free bonus being cashable, even though their T&C state otherwise, I should still be able to withdraw those 198 euro from my deposit. I provided them with the screenshots of my gaming history validating my claim (which they also have access to through my account), but they still refuse to pay, repeating their false claim that all my winnings come from using a free bonus and none are therefore withdrawable.

I'm sad to have to turn to a third party in order to resolve this issue, but I see I'm not the only one having problems with this particular casino. Should they continue to refuse to pay out my winnings, even when their own terms and documents contradict them, this casino should be considered rogue and blacklisted immediately.

AskGamblers
posted on July 8, 2018.

Dear @jaehoon81,

Please make sure to update your complaint accordingly and clarify the total amount of the disputed withdrawal request/s.

Thanks for cooperating the AskGamblers Complaints Team.

jaehoon81 Sweden
posted on July 9, 2018.

Thanks for publishing my complaint.

The total disputed amount is 300 euro (the max 100 winnings from the free chip & the 198 won from my deposit + 2 in cashback which according to their terms is instantly withdrawable).

Kind regards,
jaehoon81

posted on July 12, 2018.

Hello,

Thank you for contacting us and thank you for you patience while we investigated this.

Please note that we looked into it and found that indeed, your winnings were issued from a free chip received on your account after playing the sign up bonus, therefore a non-cashable one.

Please refer to our Bonus Rules page:
᛫ Only the first bonus applied on the player's account is considered a Welcome Sign-up Offer. The subsequent free bonuses that you receive before making your first deposit are not considered withdrawable.

On the 29th of June you made your first deposit, of EUR 13.92, while your balance was EUR 698.79. Please note that the deposited balance was played first and then you continued playing with the rest of your winnings from the free chip.

Please refer to:
᛫ You will play with the funds that you have deposited first and then the bonus money that has been added to your account.

In regards to your statement above that you could see in your game logs that you deposit did not drop to 0, please note that your balance did not drop to 0 due to the fact that the games continued being played with the winnings from the free chip, as soon as the deposit has been finished.

Since we value all our members and we want to give you another chance at the games, we decided to partially approve your latest payout request for the amount of EUR 204, representing the difference between the amount you currently have in your balance and the amount you had in winnings from the free chip that you played before making your first deposit.

We have also checked that you have all your documents and withdrawal information on file, so the withdrawal request should be approved as soon as possible.

We hope that you will enjoy your winnings to the fullest and we rest at your full disposal should you need help with anything else.

Kind regards,
The Winward Casino Team

AskGamblers
posted on July 12, 2018.

Dear @jaehoon81,

Please confirm if the issue has been resolved. 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.

jaehoon81 Sweden
posted on July 13, 2018.

I have indeed received payment of the above-mentioned 204 euro in my Skrill account.

However, the statement that my deposit was "finished" and that my subsequent winnings resulted from funds originating from the free chip is still ludicrous and blatantly false, no matter how many times they keep repeating it. Again, their own internal documents prove them wrong, as I have shown above, yet they still maintain this falsehood. The fact that they keep doing this even when confronted with the objective truth speaks volumes about the standard of this so-called casino.

Let's make one thing clear: They did not decide to finally pay out some of my winnings out of goodwill, but only because I turned to this site for help. Before that it was all stalling tactics and dubious claims mixed with outright lies. Had I been a less experienced player, I may very well have been scammed out of all my winnings, which I'm sure has happened to lots of other people before me.

Nobody should deposit with this casino/group as this kind of shady behavior is akin to what you'd get when dealing with blacklisted RTG groups etc.

I will consider this matter closed and want to sincerely thank AskGamblers for their time and assistance.
Have a nice day.
jaehoon81

AskGamblers
posted on July 13, 2018.

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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