Complaint #37 Winner Casino

BLACKLISTED?!

By kocheww

10 years ago

Message on forum

After received $30 welcome chips i clear bonus with $190 profit, contacting chat support ask me for $50 deposit (via neteller) to execute withdrawal request.Past few days, an email asking me for (listen please copy paste)

We would like to ask for your notarized proof of address. We need these document to continue processing your withdrawal request. Please mail these document to us at P.O. Box 2642 Makati Post Office,Gil Puyat Avenue, Makati City, Philippines.

What?? notarized documents via mail post to philippines?

After that contacting support send my documents via email but they refuse that documents and the war started...

They refused email documents asking for notarized ID via mail, i asked to support 4 particular questions:

*Your company asume responsability if my notarized docs falls in wrong hands?

*Do you pay notarial fee + certificated mail from Argentina to Phillipines?

* Can you show me where said "customer are obligated to send documents via mail post" ?? just said we colud ask documents nothing else

*Why chat support never advice that situation he only wants my deposit telling me "make deposit and just ask for cashout"

I gonna contact Playtech by now, this ppl dont want to paid me and i affraid about my deposit

Disputed Casino Winner Casino

Reason Verification issues

Discussion

Winner Casino

• Representative

12 years ago

Dear Kocheww,

We would like to make a summary of your case and the discussion we had with you over the phone. We have reviewed your account again and we can see that you have had profitable stay in our casino. You received a bonus from us just for registering in our Casino, then you had chance to play and to check out our games. You managed to accumulate very good amount of winnings only by using our Free Sign Up Bonus.

Before making a deposit in our Casino you had a correspondence with our representative where you were made aware of the conditions of the bonus that you used. Only after that you made a successful deposit so that you can proceed with your withdrawal request. At that time we believe that you had a great time in Winner Casino and there was just one more thing which had to be done in order to move forward with your withdrawal request – to honor the Terms of use of the casino by providing us with the required documents.

That is a common process that we have and have made sure that every client is aware of that by posting our conditions on the official website of Winner Casino. We believe that we have done our part to be transparent with the conditions of the bonuses that we offer as well as with the terms for withdrawal.

Even though our conditions are clear and accessible for everyone, we understand that there has been some misunderstanding and we were happy to get in touch with you and present a few options for the resolution of your concern. We managed to reach you over the phone and we explained the terms of our Casino again regarding the withdrawal process that we have and follow. As we explained, we could have proceeded with your withdrawal request should you have agreed to send the required documents, however you have opted to take an alternative option – to get the deposit you made back. We have already processed your deposit back in accordance with the agreement we reached over the phone.

The refund of your deposit and the removal of the winnings was done with your consent. Based on our conversation we believe that we have reached a resolution which you have agreed with.

We hope that you might consider playing at Winner casino – you have managed to win once and we are sure that you can win even more and as long as the withdrawal policies are followed, every customer can make a withdrawal.

Thank you for your time and cooperation.

Sincerely,

Winner Casino

kocheww

12 years ago

This is what we talk with winner casino support:

*Winner casino dont take any responsability if my documents lost on the way to Phillipines.

*Winner casino doesnt pay for notarial fee + certified post to Philipines.

*Winner casino remove my winnings after withdraw my verification deposit via Neteller.

Players: After reading this complaint theres nothing much to say, this casino dont want paid single dollar. Dont take any responsability and want your notarized documents to Phillipines, chat support only wants your money then problem shows up.

AVOID and BLACKLISTED this casino please.

Winner Casino

• Representative

12 years ago

Dear KOCHEWW,

We have tried to reach you over the phone few times yesterday, without success. Could you please provide us with your actual cell phone or any other telephone number as well as with the most convenient time frame for us to reach you? You can contact us at:[email protected] or on the following numbers:

Toll free: +44-808-1203-498 (UK), +1-888-382-2258(CA), 1-800-045-006 (Australia)

International: +63-2-756-7876

We are looking forward to a positive conclusion of your concern.

Sincerely,

Winner Casino

kocheww

12 years ago

Thanks for your response, yesterday replied an email asking for contact number, i spent all weekend at home but didnt received any call.

Check my email response please (to coordinate phone call)

Lets wait what happens, any resolution will be posted here.

Thanks

Agustin

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

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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

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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

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Wouldn't let me withdraw my money