Complaint #53 Winner Casino

Not happy with the quality of service

By unhappypunter123

11 years ago

I have posted here before about winner, who only abuse punters and take no care whatsoever on people with gambling issues. Last Xmas I lost over 6,000 over a few days, and on multiple occasions I tried to close my account, but got sucked in with the free bonuses as a way to try and get some of the losses back. When I actually did get some money back, around 4,000, they left the withdrawal pending for 4 days, and I stupidly played it all back down by reversing the withdrawal - maybe they should have realised then that I had a problem when they looked at the deposit, the games I played and the hours spent at their casino. Thanks to Winner, I am still paying debts back this year, so its another Xmas ruined for my family. But they still do it, don't see a duty of care, and when I complained to both them and the gambling board controlling them, they had no record of my conversations, and the gambling board just didn't bother doing a thing. So if you have any sense, or believe you mightn't be able to control your gambling, stay away from Winner as they just don't care.

Disputed Casino Winner Casino

Reason Other

Discussion

AskGamblers

• Support Team

12 years ago

This complaint became run around circle! Player requested account closure and also lost the money, there's not any guilt on casino side and no further point in keeping this complaint running! Complaint solved!

unhappypunter123

• 5 reviews

12 years ago

Nothing new hear, Winner wash there hands of everything. No response to the fact that it took 4 days to close my account after my first request was made? No response to the fact that multiple deposits were made in quick succession, and obvious sign that losses were being chased? No response to the fact that when a 4000 pound withdrawal request was made it sat for 4 days, not processed and available to lose, which is what happened? Winner should be ashamed of themselves, and I am sure they aren't the online online casino that has put people like me in financial dire straits.

Winner Casino

• Representative

12 years ago

Dear Unhappypunter123,

We would like to inform you that we do offer multiple promotions to our customers. We consider our offers to be fair and enjoyable for our clients.

Every customer that we have can use their account in any way they would like – they can deposit, play and get the bonuses should they wish so. In case they have any issues or concerns they can get in touch with us at any time and we will be happy to assist.

We offer a lot of promotions and just like any other company in the industry we do offer deposit bonuses, cash back promotions and tokens of appreciation for our customers.

We consider it to be unfair to our customers to act without their permission and proceed with the closure of their account without having a clear confirmation about their gambling problems. That is the reason why we proactively ask the customers if they have any gambling issues. We have asked if you have issues with your level of gambling several times. When we were made aware of your gambling issues we acted accordingly and we closed your account.

Thank you for your time and understanding.

Best Regards,

Winner Casino

unhappypunter123

• 5 reviews

12 years ago

How kind of Winner to give me such an eloquent and wonderful reply. Did I miss the bit in the reply that explained why they gave me bonuses instead of closing my account as requested on more than one occasion? Did I miss the part on their responsible gambling piece were they queried multiple deposits, all to try and chase losses? Did I miss the part in the reply were they responded to my misgivings about the reverse withdrawal? And ask yourself the question Mr Winner, I am down a lot of money, I want to close my account to cut my losses and you offer me free money, which I see as a lifeline to win some money back? Who in their right mind will admit to having a problem in those circumstances? My advice to anyone thinking about playing at Winner - don't play as they only want to fleece as much as they can from you, and when you lose big, they rope you in even more so that they can get as much as possible from you.

Winner Casino Complaint Stats

Resolved 36 / 92

Avg. Amount $3,700

Avg. Complaint Duration 45 days

Avg. Response Time 3 days

Winner Casino Complaint Summary

Most user complaints about this operator fall under the Payment category.

So far, 24 out of 60 complaints in this category have been resolved.

This operator's average complaint duration is 45 days, while the average duration across all operators is 8 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