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Winner Casino - Still waiting on my winnings to be credited to bank

Complaint Info
Disputed casino Winner Casino
Reason Delayed payment
Amount £ 195
Jimgamble21 United Kingdom Message
Posted on July 23, 2015

I signed up to winner casino received a free welcome bonus that had to be played in a hour I completed this played through all wagering requirements so thought brilliant I was up to about 200 in winnings tried to withdraw was told we couldn't unless i deposited £50 so we did but because we "agreed" to a welcome bonus any money we had already won was now part of the new wagering requirements of £3330 so again we play through the wagering requirements and again it says no. So i contact winner and am told that in order to process a withdrawal I needed to completed the verification demands so again I comply send all details through. I receive an email back saying they had accepted and accepted theses so I could now make a withdrawal. So I log on and try and make a withdrawal of £195.00 this time I get an error message saying contact c/s so again I email them and they advise there's an error and they would process a manual refund so gave them the details of how much I wanted to withdraw and the details of the card to send the withdrawal too(same card I had already used with them). So I do all this and yet still no withdrawal nis requested as I could still see the money on my account. So I again email them and they ask for the same details as before with regards to the withdrawal amount etc. This time after a few days the withdrawal was then showing and I receive an email saying they had processed and would be in contact once its all done i thought brilliant won't be long now that'll cone in handy for Christmas. That was the 30th November. So I check the account after a few days and the pending withdrawal is no longer showing so assumed it'll be in my account in 3-5working days how wrongbi was. So I email them again this morning asking when this is going to be in my account to receive a bog standard reply of

Thank you for contacting the Winner Casino Customer Service Team.

This is an automated response informing you that we have just received your email containing the subject: Re: Message from winner.We would like to inform you that once your withdrawal request has been fully processed and approved you will be notified via email. Please check from time to time for updates.

Thank you for understanding and have a great day!

Now I received no answers to my questions and quite frankly this is not acceptable I still don't know when I'm going to receive my winnings and have never had a straight answer from any emails I've sent. I for one will never use winner casino again I have never had such difficultly with any other casino/gaming site.
I just want the £195 I'm due!

Posted on December 12, 2014

Dear Jimgamble21 ,

We will do our best to keep handling any concerns you may have within the briefest delay possible. At the moment, we can see that your withdrawal request is still at a stage of being checked and verified. We can assure you that we are constantly checking with the other team for any update about your account. We will be sending your updates about your request once relevant information has been released.

Thank you for your patience and understanding.

Jimgamble21 United Kingdom Message
Posted on December 12, 2014

Thank you for your response although again you have not provided me with any sort of answers. The request for the withdrawal was done on the 26th November we are now the 12th December so what your saying is 16days after the request the withdrawal still hasnt been processed. With no other gambling/betting site have i ever had to wait so long for a withdrawal to be actioned! So i ask again how long am i going to have to wait till this is actual processed. Or do you think the time i have waited is acceptable?

Posted on December 15, 2014

Did you received your winnings?

Posted on December 16, 2014

Dear Jimgamble21,

We would like to give you an update on the withdrawal request on your account. After the full verification of your account by our Security department, we can confirm that your withdrawal request of £195.00 has already been approved today on our end. Please allow a few more days for the funds to reflect on your credit card account.

Thank you for the extended patience and cooperation on this matter.

Posted on December 19, 2014

Can you please confirm that you received your winnings? Thank you.

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