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Refusing to Accept POA Document


7 years ago
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 I sent them all different type of documents, however they come back to me and told me that my bank statement was out of date.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
Disputed Casino Winner Casino
Amount £1888

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Winner Casino Complaint Stats

Resolved 36 / 92
Avg. Amount $3,700
Avg. Complaint Duration 45 days
Avg. Response Time 3 days

Winner Casino Complaints

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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



Status unsolved Unresolved
€2,500
Impossible to cash out
Winner casino have been nothing but a nightmare. It took 2 weeks of constant emailing back and forth things like my passport. My bank statements. They werenr happy. Thry asked for a picture of ne holding my passport with my arms visible. When i actually acconplished this. They claimed it wasnt clear and asked for another. I sent another which was the clearest photo you could imagine taking. The serial number iwas even readable.... THEY REJECTED IT. I finally gave up only to raise a complaint so.i could seek.outside help and much to.my amazement a vip manager emailed me saying my account was now verified. 2 weeks since i won the money i was actually able to request my withdrawal for £1000. Absolute miracle. Or not. I requested it on friday just gone. I was advised up to 2 business days to process it. On the third day iml queried it and was told it was 3 days. Its not the 4th day and each day i ask them.why its processes they give me a reassuring statement and tell me to wait for an update via email. Its been 3 weeks since i won money and winner just will not send it. I must add that the games at winner are great. Playtech you either hate or love them. The bonuses and sporrs bonuses are also great... but whats the point in great bonuses when its so difficult to actually get the casino to pay out? I hope this can be resolved and winner can gain my.trust because i would actualy like to use them again if this circumstance is rare. But as far as i can see at the moment its not rare
Status unsolved Unresolved
£1,000