Mark all as read

Settings

Notifications
Casino Complaints

Unjustified account closure, 50,276 AUD missing from my balance


Hi,

On 8th of December 2016, I login to withdraw my winning money. After the max withdraw amount of $14749.72 Aud, I still have approx $50276 aud in my account. Between 8th of December 2016 to 1st of Jan 2017, I did not play or make any bet, so my balance still have $50276, sometimes I might login to check my balance just to make sure my balance stay the same. This few months, I withdraw max once per month and winner was pretty good. But then I login on 1st of Jan 2017, to check my balance. But I unable to login, its said account frozen/temporary close for security reason. After that, I tried to emailed the helpdesk and also called winner helpdesk but advised nothing they can do and they have forwarded to the management, but already 12th of Jan 2017 I still did not receive a reasonable answer.

If they close my account, they need to notified me the reason since i did not breach any terms and conditions. Also, if they close my account then please pay me back $50276 aud. I have print screen the previous amount, but since I trust them on the 8th of December 2016, i didnt took any print screen pic of my amount on 8th of December 2016.

when i called the helpdesk on 1st of Jan 2017, they said they can only see my account its $0 balance, but whereas i still have $50276, and then the staff member said its only they management can see my balance.
I advised them to send me all the login/ the ip address of the login just to make sure who hack into my account etc...
because i only login using my home address ip and sometimes i login using my mobile phone data if my home wifi not working.
if any weird ip address thats login between 8th of December 2016 to 1st of Jan 2017, then there needs to be investigate.

Also, i did asked winner to provide me all the betting transaction details between 8th of December 2016 to 1st of Jan 2017, since i did not bet anything between that time, just to make sure any weird transaction betting without my permission under a weird ip address login.

I need winner to reopen my account, and my balance of $50276 still in there. Otherwise, if they wants to close my account then please finalised and pay me in total of my money $50276 aud still in the account. Otherwise, if winner close my account, not giving a reasonable answer and close my account on purpose for not paying me back my money of $50276, then its show winner company, only wants to take money from player but when they winning, winner refuse to pay. that's why winner.com needs to provide all the evidence.

Like last year, my points its convert 75= $1 aud, but since winner know i winning, they purposely change 500points equal $1 aud, and i was a vip they drag me down to none vip. Also, my max betting per number its $700, but since they worry that im winning, they change from $700 down to $15 per straight number on roulette.
It's also show an intention that they only wants player to lose but when player winning they not happy. and change things for making player only lose, but then those winning its i won before they change the points and betting max per number.

If winner.com believe they are innocent or temporary close my account for a reason, then please show evidence as request. also, pay back my $50276 aud.

Please show that winner.com its a legit online gamble website then provide evidence and proof.

I have attached a few print screen pic and put as private.

Thanks.
Disputed Casino Winner Casino
Amount $50276

Discussion

User name loyalty-level-2
Already 21st of Feb 2017, but winner still not approval my withdrawal and i still not receive my withdrawal money for this month.
User name loyalty-level-2
Emailed winner.com on 10th of Feb 2017 for my withdrawal but today 17th of Feb but still not processing my withdrawal for this month. All winner reply that they have forward to relevant department on 11th of Feb and never see any reply for my withdrawal.
User name loyalty-level-2
Did send an email on 10th of Feb to withdrawal for this month but already 14th of Feb, they reply back and said they have forward to relevant department. And Im still waiting.
User name loyalty-level-2
Already send an emailed to winner for this month withdrawal max 9990 euro on 10th of Feb. Still waiting for approval.

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
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



Status unsolved Unresolved
€2,500
Impossible to cash out
Winner casino have been nothing but a nightmare. It took 2 weeks of constant emailing back and forth things like my passport. My bank statements. They werenr happy. Thry asked for a picture of ne holding my passport with my arms visible. When i actually acconplished this. They claimed it wasnt clear and asked for another. I sent another which was the clearest photo you could imagine taking. The serial number iwas even readable.... THEY REJECTED IT. I finally gave up only to raise a complaint so.i could seek.outside help and much to.my amazement a vip manager emailed me saying my account was now verified. 2 weeks since i won the money i was actually able to request my withdrawal for £1000. Absolute miracle. Or not. I requested it on friday just gone. I was advised up to 2 business days to process it. On the third day iml queried it and was told it was 3 days. Its not the 4th day and each day i ask them.why its processes they give me a reassuring statement and tell me to wait for an update via email. Its been 3 weeks since i won money and winner just will not send it. I must add that the games at winner are great. Playtech you either hate or love them. The bonuses and sporrs bonuses are also great... but whats the point in great bonuses when its so difficult to actually get the casino to pay out? I hope this can be resolved and winner can gain my.trust because i would actualy like to use them again if this circumstance is rare. But as far as i can see at the moment its not rare
Status unsolved Unresolved
£1,000