Complaint #10 Winner Casino

...or not ?

By robsawinner

10 years ago

Message on forum

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showing me a list of about 20 transactions that were to be refunded to me - which would reach the total of the amount withdrawn (strange - this has never happened before).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 !!!!!!!!

Disputed Casino Winner Casino

Reason Refund declined

Discussion

AskGamblers

• Support Team

13 years ago

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.

AskGamblers

• Support Team

13 years ago

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.

AskGamblers

• Support Team

13 years ago

Dear @robsawinner,

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

Winner Casino

• Representative

13 years ago

Dear Robert,

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

Sincerely,

Winner Casino

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

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