Complaint #63 Winner Casino

Serious Complaint Against Winner Casino

By dogzwuff

10 years ago

Message on forum

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

Disputed Casino Winner Casino

Reason Declined payment

Amount £2520

Discussion

AskGamblers

• Support Team

12 years ago

Please inform us is this issue resolved. Thank you.

Winner Casino

• Representative

12 years ago

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.

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

Unresolved

$8,000

Not paying my winnings

I won 1900 at this casino I have for the past 5 weeks tried to get my winnings every time I do a withdrawal it gets reversed I have contacted my bank they told me winner was using the wrong card number and incorrect expiry date on card I have since submitted correct card and number and expiry date also copy of my passport and a utility bill with my address I have also tried a bank transfer which didn't work and have since asked for a manual withdrawal from them I have supplied all relevant information such as correct card and expiry date plus my new Zealand bank account number but still no money from this site I am a VIP member Kevin the VIP customer service manager disconnected me today deliberately so that he did not have to deal with the issue I want you to step in and get my money they dont mind taking it but don't want to pay me back with the winnings

Resolved

$1,900

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

£1,888

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

€2,500

Closed account and confiscated winnings for no reason

Hello Askgamblers, i write you because i have a problem with winner casino.
Here is my issue.
I made deposit at Winners from 200 GBP with paypal and make profit from 1050 GBP from my cash balance. My account was automated verified since i am UK residence, so i request withdraw via PayPal, but i did not receive it, so i ask them on live chat what is the problem and they write me to send my ID and bank statement for verification, so i send them my needed documents and next day my account was close and they just send me back the deposit from 200 and confiscate the rest 850 GBP. So I try to write them e-mail to ask why, but i did not have any answer or what so ever. So can you help me with that, because it is not fare, i deposit made a profit from my real cash, not bonus profit, my account was automated verified and they just close with no reason at all.

Unresolved

£850

Missing funds from a huge 400,000 ZAR win

Please see credit balance is Rand . The following week I was away . Once returned and wanted to check with them if I can withdraw my money and it was missing . They then said there is no trace of my R400 000 that was in my account . Once I escalated this to them , they said that checks were done and they couldn’t find any form of unauthorized access to my account , I asked for proof of these checks and no one can provide me with such . I have been begging and asking for answers for the past 4 days and no one can help me . My account is safe as I didn’t give anyone permission to play on my account . I asked them multiple times if I can please get my money but they refused . I also asked if it will be safe with them and they assured me it will be . Now they are accusing me of this and I have no idea where my money has gone to . This is a very urgent matter and can’t just be ignored

Unresolved

R400,000

Wouldn't let me withdraw my money