Ag Awards

Winner Casino - Won't pay, notarized documents

Complaint Info
Disputed casino Winner Casino
Reason Verification issues
Amount £ 30000
Posted on July 24, 2015

I have been a loyal customer with Winner Casino and had good days and bad days, Back in June I lost over 12,000 GBP with them :( But in August my luck changed and I won a good amount. In the past they ask me for further documentation to prove my ID , I gladly provided this and all was good , My deposits and withdrawals were without any problems.

Now things have gone from bad to worse,

They requested Notarized ID which must be sent to the Philippines,

After some discussion I did what they asked and paid 85 GBP for my Notarized Documents. Then I paid 40GBP to courier them to the address they provided.

20 ( Twenty ) days have passed since my withdrawal request and my courier is unable to delivery the documents due to an address problem.

Basically nobody with sign for the package at the Philippines Post Office .

So far I have been given two P.O.Box numbers and the address 14/F Yuchengco Tower 1 , RCBC Plaza, 6819 Ayala, ( This address I have seen from other casino web sites )

Before I posted these documents I did email them to Winner who approved their content but still demanded that I courier them.

I have deposited over 55,000 GBP with this casino and had no problems in the past , they now owe me approx 30,000 GBP and I am running out of options in finding a solution.

I have done everything they have ever asked of me , even sent photo's of myself stood outside my address with the house number , the bus stop outside my house which displays the road name, sent all documents at my expense , sent copies of my bank statement with the deposits and withdrawal from and to Winner shown on the statement.

What more can I do to get paid out , DNA test is about all I have left.

I am in good contact with my VIP managers , but getting nowhere .

I am very stressed and feel physically sick at how they can treat customers.

Any advice would be much appreciated to resolve this issue

Posted on September 20, 2012

Dear Andrew,

We have reviewed your case and we would like to tell you a bit more about the processes concerning the withdrawal requests at Winner Casino. We always aim to provide the best experience for our customers and as well to take care of the safety of any kind of personal and financial information. The required documentation is a part of the standard procedure regarding withdrawals which we have as a security measure.

Considering the amount of the withdrawal that you requested, we had to ask for a notarized document. There was a certain delay with the receipt of the documents since they had been sent via courier and it was required to sign for them. However, we are pleased to say that we have now obtained the documents and your withdrawal requests will now be processed in accordance with our procedures.

We apologize for any inconvenience caused and we wish you to win more at Winner Casino.


Winner Casino

Posted on September 20, 2012

Dear Winner Casino , Ask Gamblers,

Just had confirmation that my requests have been authorised and should take 1 - 2 days now from actually getting the funds.

This has been a long 3 - 4 weeks , a very stressful and worrying period.

I must comment on the processes used not just by Winner Casino but also other online casino's.

I never really gave it much thought in the past about personnel ID until I was asked to go through this process.

The problems only surfaces when withdrawal requests by players are made. This always puts the player under stress and worry if the Casino will pay out.

Making this clear or clearer , the process of Notarized ID should be completed before a casino accepts any deposit. For me, it always seems very one sided and the casino always has control over our deposits and winnings.

I have read many reports of ID verification

It could be made clear at the outset that a withdrawal over a certain amount would need some form of ID verification, then at least everybody knows where they stand.

To build up confidence by paying smaller amounts then cause stress for the player when a larger amount is requested to be withdrawn is wrong.

Surely it is the same whether a player withdraws £5.00 or £50,000 , the Casinio should be sure who is depositing and making withdrawals.

It could be more fraudulent on the deposit side than the withdrawal if the player is using a 3rd party's credit card.

With all that said, I am very satisfied with the customer care at Winner Casino , they stood by their requests and procedures as specified on their terms and conditions.

Their availability by Live Chat and Telephone was very good.

The information for "where" and "how" to send documents could be improved and would certainly give them a better rating on this web site.

I would personally like to thank Becky and Erica at Winner Casino , who kept me informed during the last few weeks.

Thanks also to Ask Gamblers , this is a very much needed tool for both Casino and Player.

Posted on September 20, 2012

Dear @veryandy,

Please make sure to update your issue in a timely manner and let the AskGamblers Complaints Team as soon as you get the payment. Keep in mind that in case you fail to respond within the given time frame we will consider your issue as resolved and your complaint will be closed accordingly.

Thank you for your cooperation.

Posted on September 24, 2012

Received part payment , waiting for the rest maybe today or tomorrow I hope, I think payment is still in the banking system over the weekend.

Posted on September 24, 2012

All funds now received , was a bit of an ordeal but please consider this complaint as solved successfully ,

Thanks again to Ask Gamblers & Winner Casino

Posted on September 24, 2012

Based on submitter's last post AskGamblers Complaints Team consider this case as Resolved and it is officially closed now.

Thank you all for your cooperation.

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