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Winner Casino - ...or not ?

Complaint Info
Disputed casino Winner Casino
Reason Refund declined
Posted on July 24, 2015

I am a regular user of internet casinos and gaming sites.

I joined Winner and made many many deposits using my debit card.

I eventually won a sum of money and withdrew it - I was sent an email showing me a list of about 20 transactions that were to be refunded to me - which would reach the total of the amount withdrawn (strange - this has never happened before).

I was not asked to verify my identity or information.

I carried on playing at Winner and then won another significant amount !!! Great - went to withdraw it and was asked for the usual - photo id - utility bill etc AND I had to sign a list of about 25 deposits - which they claim is there policy once you have made a certain amount of deposits ????? Anyway I did this - and returned it back. Whilst I was checking these deposits against a recent bank statement I noticed that the amount that they had credited me back was less that half of what I had won.

I questioned this via live chat - and they suggested that I contact customer support - which I did and then sent the bank statement showing that they had not credited the winnings !!!!!

This was over a week ago and they have still not responded (I have received the later winnings in lump sums and that was fine)

Has anyone ever heard of anyone doing this before ??? I have not experienced this with any other site and find it very odd - if I had not of looked at the bank statement properly I would not have noticed this - and why did they not require any details of me for this withdrawal.

I am unable to get any answers from Winner and am very annoyed that casinos take your money without any proof that its your card etc etc and with places like Winner crediting back winnings in individual amounts (50 here and 70 there etc) this is not a normal way to return winnings.

I have tried to contact the authority that they are registered with but on the two occasions that I have done this - my computer was blocked by my security programme and computer had to be restarted both times.

All very strange !!!!!!!!

Posted on September 19, 2012

Dear Robert,

We would like to assure you that at Winner Casino we do our best to provide great experience for all our clients. All the withdrawal requests that we have are being treated according to the established procedures and processes – we follow certain security procedures as we aim to provide the best safety so that everyone at Winner.

We have reviewed your case and we see that the withdrawal requests that you referred to have been processed. We advise you to check again with you bank with regards to the withdrawn amount – please check your account activity from September 10th onwards. We believe that you will be able to locate your funds. In case you have any concerns you can always contact or customer service representatives – we will be more than happy to help.

We hope you will have great time at Winner!


Winner Casino

Posted on September 21, 2012

The withdrawals that WINNER are referring to have been made and those were not the ones I was concerned about.

I won £2000 on 9th August 2012 - I received an email confirming this - on the 12th August 2012 I received another email saying that my withdrawal had been processed. The also itemised the amounts they would be paying back - many differing amounts (£50 or £70 etc) that would be credited back to my card.

When I received my Bank Statement for August I noticed that I had less money in there than I thought - I then looked for the many credits due back from WINNER - the first date on statement is 15th August 2012 - on the 16th August 2012 there were several credits from WINNER totally £525 - on the 20th August 2012 there are 5 credits totalling £300 - then nothing further.

They are now asking for a copy of my Bank Statement from the 1st of August 2012 - if the withdrawal was processed on 12th August and credits show on the 16th and 20th I find it hard to believe that the other £1175 was paid immediately and also why werent they paid as 1 amount ????

So I am now having to go back to my bank and request copies of my statement.

I have emailed several times and spoken to online chat - I am told that the finance department are investigating this - they are unable to give me any dates and when these amounts were sent or processed.

I am still waiting to hear !!!!!!

Posted on September 25, 2012

Dear Robert,

We were confirmed your withdrawal request has been entirely processed in the date range from August 12th till August 20th.

In order for you to check that you need to check your bank statement from August 10th (to be on the safe side) and not from August 15th as you did previously.


Winner Casino

Posted on September 28, 2012

NO - it has not been resolved - I am still waiting for the Bank Statements to be sent to me from the Bank - although I did query this over the telephone and they did confirm to me that no credits had been added to the account before the 16th August 2012 - I am waiting for the copy statements to prove this to Winner !!!!!!

Posted on October 10, 2012

Dear Robert,

Do not hesitate to contact us as soon as you get the bank statement.


Winner Casino

Posted on October 14, 2012

Dear @robsawinner,

Please let us know if there's an update regarding your ongoing complaint.

Posted on October 18, 2012

Dear @robsawinner,

Please let us know if there's an update regarding your ongoing complaint. Please be in aware that you are supposed to reply within the given 96-hours time frame, otherwise AskGamblers Complaints Team will consider the case as Resolved and it will be closed accordingly.

Thank you for your cooperation.

Posted on October 23, 2012

Unfortunately, player failed to provide adequate feedback within the given 96-hours time frame for response. As per the AskGamblers Casino Complaints Service terms and guidelines, player is supposed to provide updates on their issues in a timely and responsible manner, something that player did not do regrettably.

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now.

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