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Ag Awards

Winner Casino - Delayed Payment.

Complaint Info
Disputed casino Winner Casino
Reason Delayed payment
Amount £ 15000
Posted on July 23, 2015


I seem to be having problems withdrawing my winning funds from winner casino. I originally used winners sports page for my deposits and bets etc, but I later transferred my money across to the casino to play. After a few days and ups and downs I finally settled on winning 15,000. In the few days I was given VIP level silver, however when I logged in on Wednesday 18th my VIP level was taken away and all the points I earned was pointless (they changed my conversion rate to 500 pts/£). The max I could play was £30 and I my max bets in the sports page were only £3/4. I decided to withdraw my money because I was limited on everything that I could Play.

I requested a withdrawal of 8,000 on the the 18th and 7,000 on the 19th.

I sent in all my documents that were requested of me, id, card etc. I received an email to confirm these were accepted and verified.

It's now been a week and my withdrawals are still "waiting". I have emailed support but all I get told is

We would like to inform you that there is no problem with regards to your withdrawal, this is a standard protocol, all withdrawals are being approved by the Management as final step for withdrawal request approval.

They have been saying this to me since Friday the 20th.

Thanks for any help given

Posted on June 28, 2014

Dear @Adambeth25,
Any update?

Posted on June 28, 2014

I received an email yesterday morning..

We have checked your account and we would like to congratulate you on your winnings. We are happy to see that you have a profitable time at Winner Casino. We would like to confirm that we have received your withdrawal order and as of the moment, these requests are undergoing a careful verification and checks made by our management which is part of our standard operating procedure. We are fully aware that this whole process have been longer that the usual however, since the withdrawal involves a large sum of funds, it is imperative that all necessary security protocol are applied to make sure your winnings are processed safely to your account.

Rest assured that 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 the process is going smoothly on our end. We will be sending your updates about your request once relevant information has been released.

I understand checks may take time, but it's now been 10 days since my withdrawals were made. They said "going smoothly our end". So I guess it's just more waiting..

Posted on July 3, 2014

Dear @Adambeth25,
Can we close this complaint?

Posted on July 4, 2014

Dear Adambeth25,

We would like to congratulate you on the winnings you managed to withdraw and we are glad that your stay with us has been profitable.

We have checked your account and we would like to give you more information regarding your case. Based on the email we have sent to you previously, the whole process had some delay due to the large amount involved and it was necessary for the casino to apply strict procedures so your funds can be processed securely. We are confident that in this day and age you will agree that the security of the customer along with the business is paramount for all.

We can confirm that the final stages of approving your withdrawals have already been completed and we are excited to inform you that your withdrawal has been approved and should be only a matter of time before your funds are reflected on your account.

We hope that you enjoy your winnings and have resolved the issue.

Posted on July 5, 2014

Dear @Adambeth25,
Did you received your funds, is the payment processed yet?

Posted on July 6, 2014

Payment finally now received. This can be closed. Thanks.

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