Complaint #86 Winner Casino

Still waiting on my winnings to be credited to bank

By Jimgamble21

10 years ago

Message on forum

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!

Disputed Casino Winner Casino

Reason Delayed payment

Amount £195

Discussion

AskGamblers

• Support Team

11 years ago

@Jimgamble21,
Can you please confirm that you received your winnings? Thank you.

Winner Casino

• Representative

11 years ago

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.

AskGamblers

• Support Team

11 years ago

@Jimgamble21,
Did you received your winnings?

Jimgamble21

• United Kingdom

11 years ago

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?

Winner Casino Complaint Stats

Resolved 36 / 92

Avg. Amount $3,700

Avg. Complaint Duration 45 days

Avg. Response Time 3 days

Winner Casino Complaints

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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

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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

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Refusing to Accept POA Document

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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

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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

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Here is my issue.
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