Complaint #68 Winner Casino

Winner Casino....A very angry customer

By david g.

10 years ago

Message on forum

I am currently having a lot of issues with Winner Casino and its got to the point now where I have had enough and feel like closing my account.

Since reopening my account a couple of months ago its been nothing but problem after problem and the customer support staff just do not make things any easier.

First of all, I had an issue with their VIP scheme, I had tried on a number of occasions to ask what the criteria was for increasing each level as this is not anywhere on the site and was always told to just keep depositing and playing and i will get an email once I have been upgraded, I made the point to them that this was not fair to me as a customer as I had no idea what I needed to do in order to reach a higher VIP level.

Once I finally got awarded an increase in VIP level, One of the benefits that is clearly stated on the VIP page is that as a Silver member you get a personal account manager, I did not get this at first and went through a 10 day ordeal with customer support in order to get this sorted only to be given a customer account manager that is argumentative and has also lied to me. (see attachments for proof of account ,manager being offered to silver members) It was stated to me that customers only get a personal account manager once they reach the top 2 levels of the VIP scheme but it is very clearly stated on their VIP page that this is offered to levels Silver and above.

I am now 6 days into waiting for my request to have a different VIP manager as my personal account manager and its just the same old rubbish from support....We are waiting a response from the higher management blah blah blah

Everything with customer support here is very frustrating to deal with and instead of dealing with issues or taking ownership of issues they just give you excuses.

My latest issue with Winner Casino today is that the account screen is showing misinformation and will not display my account history (see attachments) The bonus playthrough on the account information is wrong, I had a £7 bonus this morning and played through over £200 on this, wagering requirement was £84 and it stated on my account screen after I had lost all the funds that i still needed to wager £81.50 meaning that playing slot games that contribute 100% towards wagering...I had (according to my account information) only played through £2.50!!

It was suggested to me by the customer support agent on the phone I spoke to that 'Perhaps I should give them the money to upgrade the site' After I had complained about the account page not being accurate and was also told that I am not the only one having this problem...So this is obviously something Winner have not sorted out and didn't have the good grace to inform customers that there is an ongoing issue with.

I have found the play on the slot games to be very suspect as well, I seem to not be winning anything at all with my own funds and played a slot game, Wall St Fever, £0.50 stake, Usually I see quite good play on this on all other Playtech sites and did on Winner previously but all of a sudden it just seems that it will not allow me to win or allow me to play for long on each deposit I make, I have noticed that the poor play started around the same time that the bonus playthrough information was wrong on my account so i am wondering if this is in anyway linked to the play I am getting and also as to why when the play I have had recently is so disgustingly bad...Why Winner will not even offer to check with Playtech to have my play checked or to see if there is any issues.

I think there are software issues on Winner Casino and the customer support staff are just trying to brush everything under the carpet.

My experiences with Winner have left me feeling very angry in that this is the thanks I get for my custom...Non stop issues and staff that could not care less.

I have never made a withdrawal for all of the funds i have deposited but times i have and they have been left pending i contacted customer support and asked them to flush the withdrawals so that they could not be reversed and this was refused.

All in all im being left with a very bitter taste in my mouth with how im being treated by Winner Casino's customer support staff, I am awaiting a phone call from a manager within the next 5 hours to discuss my account but I really feel after today its just one issue too many.

Disputed Casino Winner Casino

Reason Software glitch

Discussion

devildart

• United Kingdom • 11 reviews

11 years ago

Thank you for that load of absolute waffle and for not directly answering any of the issues I have complained about or any of the faults I have had but also I will point out that I never agreed to any term when requesting closure of my account and simply stated that I wished for my account to be closed on a permanent basis but I have now taken up this matter and others with your regulators and will go to your license providers if I get no resolution.

Also begs the question...If you were aware of my previous gambling problems/issues then why was I encouraged to deposit more and freely allowed to increase my deposits and deposit 15 times or more in the space of only a couple of hours? It does not appear that you take responsible gaming seriously at all!

Winner Casino

• Representative

11 years ago

Winner Casino team strives to provide the best possible assistance and customer service to all our customers and we would like to provide more details about your case and to recap our efforts to offer different solutions.

We have checked on your account and see that at first, you have requested to close your account due to gambling problems which you have expressed to us during your call conversation with us last April 2013. As being a Responsible gaming site, we acted accordingly and closed your account for 6 months without an option to re-open during this time period.

On May of 2014, after more than 6 months, you called us to request to re-open your account. We initially advised for you to reconsider and to check if you are now comfortable with the level of your gambling. After which you have promptly replied to our disclaimer that you will take full responsibility for any future deposits on your account we have shown a gesture of goodwill and flexibility and we have complied with your request.

For some time, you came to us to check on how you can be upgraded to our VIP tier. Everyone can become VIP Member in our Casino as long as they visit us and play regularly. The time needed to become a member of the VIP club is based on your gaming activity. We can also upgrade any account upon review and some of our clients may become VIP customers quite fast. To show you that we appreciate the gesture and your interest in becoming one of our VIP, we have upgraded your account to our Silver Tier and provided you your own Personal Account Manager. We understand that our Account managers are not available 24/7 however with our Customer Service Team who can always provide you the assistance you need any time, we can always relay your queries and concerns to your own Account manager.

Becoming a member of our Silver Tier Club and having an Account manager has also given you access to some of our exclusive promotions like the Weekly Cashback. We can also say that based on your account transactions, you have a great deposit bonus ratio which shows that in our casino, players can truly enjoy our games with amazing bonuses to play with, all these information can be readily accessed via your account. We have checked the bonuses you have received and we see that you have received plenty of promotions and you have received very high bonus offers on average. The conditions related to the bonuses you have received are presented on your account though we understand that this information including your account balances and transactions does take time to get updated due to some external factors like the browser type, internet connection, etc. however we have made sure that this delay does not in any way affect the actual information on your account. When it comes to transactions such as withdrawals or crediting your account with a deposit or bonus transaction the calculation of the bonus conditions is completely accurate. In any case you would like to get the updated details right away we are available all the time to provide you with the answers you need.

We have noted your request to have your account handled by different people and we have tried to accommodate your request. Due to the nature of the work and the fact that we do offer Customer Service to all clients and personal Account manager to specific customer only it has happened that at some point you had to communicate with representatives of our Customer Service team. We also had a manager to help out with your queries and he has gladly assisted you in any way possible.

We strive to improve and any feedback we receive is taken into consideration and we hope that with the help of our customers and our staff we can find a way to improve our services even more.

devildart

• United Kingdom • 11 reviews

11 years ago

After about an hour on the phone to the customer service manager that i was put through to by Grace whom I had the conversation above with, It has resulted in me closing my account, Everything that happened the customer service manager tried to defend the actions of Grace and other staff including the one who suggested to me that i should pay to upgrade their site, Angry with how I have been treated does not even cover it, Seriously...To any punters who want a fair gaming experience and reasonable customer support...Do not use Winner!!

devildart

• United Kingdom • 11 reviews

11 years ago

Grace: Hi! This is Grace Madison. How can I help you today, David?
Grace: Should you have further concerns, you may contact us again. We are available 24/7. Have a great time!
Grace: Hi! This is Grace Madison. How can I help you today?
devildart: I have already requested not to deal with you again in the future and was told by Carl Gomez that it was being looked at as per my request to have someone else I can deal with
Grace: I understand that we have started on the wrong foot, David. However, please understand that not wanting to deal with me means that you do not want to be a VIP player anymore.
devildart: i do not see why i should loose that privilege because of the way you have behaved towards me or because I would rather have someone else I can speak to
devildart: Afterall...Ive paid to earn the privilege of having a personal account manager
Grace: I'm sorry but the option of giving you another manager is not possible.
devildart: i discussed this with Carl and he said that he requested that I deal with him in future and any matters that would require correspondence with the VIP team he would do so for me and was willing to do that and 8 days now ive been waiting for a response to this
Grace: That is not what Carl had told me, he told me that he said he'll discuss this with the management and management said that there are no other personal account man agers available.
Grace: He even made notes on the account.
devildart: Well id suggest you listen to the phone conversations then as you do record all calls made
devildart: he made it very clear to me that he would be willing to act on my behalf for any VIP issues and solely deal with me on a personal level
devildart: This is what I have believed he put to the VIP management team as a request and what ive been waiting 8 days now for a response to
devildart: But as you HAVE lied to me before im not prepared to believe your version of events
Grace: As far as I'm concerned, David, I haven't lied to you as what I have read to you when I found the conversation log. I'm sorry if you think of me that way. As for Carl handling your concerns, I will coordinate with him on this matter and we'll pull up the recording together as soon as he comes in. As of present, I am still your personal account manager.
devildart: More to the pity as...You misinformed me over playthrough stats..>Fair enough...That could have been something out of your control but then you got argumentative with me when I stated that the stats you were giving me were not correct and stood by what you were given....
devildart: You then provided me with the correct stats and made little in the way of an apology for making me out to be a liar or being wrong....
devildart: You later when i questioned you about the VIP cashback bonus on this occasion...Most certainly did lie to me because what you stated to me was totally wrong in that you had clearly stated one thing then later told me this was not the case....
devildart: Your mistake with me is that you thought you were dealing with someone that was stupid...And im far from stupid...You carried on treating me as such even after you were caught out which is why I do not want you as my personal account manager
Grace: I do admit that I had relied too much on the tech support's response. With regards to the cashback bonus, however, I never lied to you about it and even read back to you the conversation that we have had earlier. David, honestly, I don't want to argue with you about that. Do you need my assistance today or not>
devildart: ^^^ Says it all really...Ive gave you the chance to discuss matters and you get snappy with me

This is exactly what i have to deal with on every occasion with customer support and this person is supposed to be my VIP personal account manager!!

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