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Serious Complaint Against Winner Casino

posted on July 24, 2015.

Hi, My name is xxxxxxxxx. I have a serious complaint to make against 'Winner Club Casino' regarding their actions towards me. I will provide a brief summary of the issues in this email but I can provide much evidence from talking to their support teams that backup my claims completely. Winner Club Casino have refused to pay me the money I am owed. I am owed £2520 which I won on their casino. I like to ensure I know the terms of bonuses before I play at a casino and so I thoroughly read the terms and saved copies of them on the day to ensure that if the terms changed since, I would have a copy of the terms at the time I played on their casino. I received an initial 'no deposit' bonus with a withdrawable limit of £200. I played through the wagering requirements of £1500 and did not make a withdrawal. Then, I made a deposit of £50 and accepted another bonus of £100, a match bonus on my deposit. The wagering requirements were £3750 for this new bonus with its own terms. I played through the wagering requirements for this bonus too. Since the wagering requirements were £3750 I basically played through my whole balance plus some extra. Before I withdrew any money I confirmed with a chat rep that all my winnings would be mine since I had accepted a deposit bonus and only if I completed those wagering requirements too. I have proof of this conversation. I was told by the chat rep that £130 (the amount of both the no deposit and deposit bonuses) would be removed upon withdrawal but the rest of the money would be withdrawable to me. I have proof of this conversation and many others. I withdrew £2900 from my account and was sent only £250. I have been in talks with winner club casino ever since and they refuse to pay me the remaining balance which is: £2650 - £130 (bonuses) = £2520 From talks with them after withdrawing and not receiving my money I have evidence proving they contradict themselves on a number of occasions and make ridiculous admissions. One such admission basically states the following: "No matter how many deposits you make on the casino over any period of time, you can never withdraw more than £200+deposits if you accepted the no deposit bonus" That's basically saying, you can never win ever in your life at winner club casino (or if you do, never ever withdraw any money more than £200!). I've never heard anything so ridiculous and foul play comes into mind. Please get back in touch with me as soon as you can, please tell me what you would like from myself. I have a lot of evidence I can send to you proving they stated all the winnings would be withdrawable to myself once I completed the wagering requirements and I have evidence of them stating the OPPOSITE after I withdrew. I have screenshots of balances and I can also send you my casino username. This needs action before anyone else becomes a victim of their foul play. Best Regards, xxxxxxxxxxxxxx

posted on May 5, 2014.

Dear Mr xxxxxxx, We would like to inform you that we have reviewed your account and we see that you have accepted and played with the bonuses that we have issued in your account. We believe that based on the previous contacts you have made with us, we have finally reached an understanding on how our bonuses work. We appreciate your feedback and hope that you find our casino truly enjoyable. We would also like to take this oppurtunity to explain how our bonuses generally work. Every time we give a bonus, there are certain conditions that need to be met in order to be able to cash out any funds. We believe that this is a common practice for the majority of the companies dealing with gaming. We can assure you that the conditions of the bonuses at Winner Casino are really one of the best on the market. Given the bonus amount you have received and you are entitled to receive in the future we can see that anyone can meet the all the conditons in no time. We can also see that you have managed to gain some winnings in our casino which means that any customer can expereince great fun while making profits. We always make sure that all bonus requirements are presented to our customers before the bonus funds have been credited to their account. After reviewing the conditions, each client can decide whether or not to use the bonus we have offered. With this freedom, our customers can fully enjoy our offers which they would like to take. We hope that the above information has been sufficient for you and we believe to have resolved the issue.

posted on May 8, 2014.

Please inform us is this issue resolved. Thank you.

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