Winneroo Games Casino - Not Paying out winnings because they say I have been bonus abusing

Hi dbmonty, my name is Yuliya and I work for Winneroo. I've only just seen this post so I need to find out exactly what's happened but as there's just 5 hours left to respond, I wanted to leave a quick note while I look into this. I'll be in touch soon.

They are saying the reason I am not getting paid out is due to the fact that I have multiple accounts, and that I am in breach of the terms and conditions. But looking at the t&c it states YOU MAY REGISTER ONE ACCOUNT FOR EACH BRAND. Also upon speaking to different operators I had received different excuses. On one of the calls I asked for a transcript of my conversations and I was told they do not record the calls yet in the t&c it clearly states that all calls are recorded for customer and staff security.

Still not received any email with a copy of the terms and conditions or a copy of the transcript of my conversations which I asked for at 9 am today. Also asked for a call back from a manager to call me at 4.30pm but still waiting. This is very poor customer service.

This morning I have emailed them and called them to email the information I have requested, but as of 1pm I still not have received the info and I gave them a deadline to respond to my query. Upon looking at the t&c on their site it does say you can open a account with more than one brand. But further down it also says they reserve the right to with hold payment of winnings if you hold more than one account. I PERSONALLY FEEL THIS IS A CONTRIDICTION IN THIS T&C SO IT IS NOT WORTH THE PAPER THAT IT IS WRITTEN ON.

Hi dbmonty, it is Yuliya again.

I have discussed this with Probability, the company that operates the network that Winneroo Games is part of, and they have found that even though you said that you have only played at LadyLuck's and that you have just one Winneroo Games account, you actually have over 20 accounts with four or more brands in the network including at least two with Winneroo Games and five or more with LadyLuck's. I've said 'four or more', 'at least two' and 'five or more' because there's several other accounts that can be linked to you based on email address and/or post code.

Based on this information I cannot instruct Probability to pay out your winnings because you have clearly breached the Terms and Conditions by opening multiple accounts. I cannot upload evidence here because the file contains your personal information but with your consent I am happy to share it with the administrator of this site if it helps to resolve this complaint.

I am sure you understand that we have thousands of genuine players that enjoy playing the games, and it would be unfair if we allowed a small minority to abuse the bonus offers by opening multiple accounts.

I hope I have explained the situation sufficiently but if you are however unhappy with the decision, I would recommend contacting the Gibraltar Gambling Commissioner, the regulator responsible for overseeing the fair operation of the casino. I can assure you that we will be happy to share evidence of your multiple accounts with them too and fully co-operate with any further investigation.

Best regards,
Yuliya

Can you please send me by email the evidence so I can check for myself your claims. Also if you look at your terms and conditions it does state that you can register a account with each brand.

Hi dbmonty,

I am afraid you would have to contact the support team directly to ask for any evidence, or as I mentioned contact the Gibraltar Gambling Commissioner if you are unhappy with the decision, because we cannot forward any files based on a forum post that cannot be verified belonging to a specific player account.

The second part of your message is correct but the Terms and Conditions clearly state that "You may only register one account for each brand", and as you have registered multiple accounts, you will not be able to cash out your winnings.

Best regards,
Yuliya

In the matter of having multiple accounts the t&c clearly states: We will refuse to open an account if you attempt to use a mobile phone number or email address already registered to another customer account for the same brand. If we determine that you have opened more than one account on a single brand using more than one mobile number, email address, or other personal information, we reserve the right to close any of these additional accounts and consolidate any cash or bonus balances you hold into a single account.

Also when asking for the telephone conversations the answer I recited was: Our calls are recorded at managers discretion as we prepare to change gambling regulators and calls are only now recorded with prior warning. Yet your t&c clearly states all call are recorded, So you are in breach of your posted terms and conditions.

We have just received an evidence from Winneroo Games Casino's management that player has indeed opened more than one account with them. This is considered as a clear violation of Winneroo Games Casino's terms and conditions, which player accepted upon registration. This case is now closed and marked as resolve.