Ag Awards

Winner Million Casino - Ignoring query and pending payment

Complaint Info
Disputed casino Winner Million Casino
Reason Delayed payment
Amount £ 300
Posted on December 10, 2018

Deposited £325, won £400. Withdrawal remains pending

No replies to email in a week,
Live chat shows online, chat connects after I am in the queue but rarely get a reply when connected. On one day the chat connected and I left it connected for 30 mins. When I end the chat and rate it "bad" I get a reply then to email Bruno, the same Bruno who does not reply to messages. Ive even had live chat accept the chat but then end it when I ask about my withdrawal

The only email I had was to confirm account was accepted after providing ID. I then asked about my withdrawal but I got 1 email back a week ago offering a bonus but did not answer my withdrawal query

Ever since then no responses at all when asking about withdrawal

I now just want my money back I dont even care about the extra £75 winnings

Posted on May 14, 2019

This complaint has been reopened due to the declared willingness on behalf of Winner Million Casino management to do everything within their power to solve their old complaints. AskGamblers Complaints Team is reluctant to give these old cases one more chance for a successful resolution.

Posted on May 14, 2019

Hello .

The player has been refunded in total of his withdrawal by the 14th of December, the proof appear in attachment.


Posted on May 14, 2019

Dear @wyattharris,

Please confirm if the issue has been resolved. Be in aware 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. Please keep in mind that as per the AGCCS terms providing updates in a timely manner is a must.

Thank you for your cooperation.

Posted on May 14, 2019


This casino has lied

They did not pay my withdrawal out at all. In fact they refunded 275 pound as seen in their screen shot

My deposits alone were 300 my withdrawal was 400 but the casino decided to refund me some of my withdrawals. See my screen shots with my total deposits and withdrawals amounts and see their screen shot showing how much they refunded me

Posted on May 14, 2019

The casino refunded me 300 out of my 325 of deposits. I never got my withdrawal they simply refunded all but £25 of my deposits

Posted on May 14, 2019

I just wanted to add further evidence in addition to this to demonstrate this casino has lied

Please find enclosed screen shots

Screen shot 1 - shows total amount of deposits I made at £325
Screen shot 2 - Shows my withdrawal amount of £400
Screen shot 3 - Shows casino refunding my withdrawals after I complained to a total of £300

So the reality is the casino did not pay my winnings, they did agree after a long time of ignored messages to refund my deposits after I advised I would charge back my deposits and to this day never refunded my deposits in full and never paid out my winnings. I was refunded £300 in total as seen in their screen shot, same as screen shot I have but I should have been paid £400

Posted on May 16, 2019


You made the withdrawal at the 1st of December, you uploaded all your KYC documents few days later, and only at the weekend of 7th of December, your document was visible.

We even had no time to check your documents, that you already have threatening us of doing chargebacks! which is clearly against our terms and condition!

This is the reason of why we have refunded all your transactions, and closed your account with immediat effect, and definitively!!

In attachment you can find the proof of your last threat!

And here is our terms and condition, that you have broken !

2.8 You will not charge back, deny or reverse any monies owed to the Casino.

2.9 A player who threatens to chargeback his deposits, the player account will be immediately closed and the player will be permanently banned from the casino and all winnings will be canceled.

Now that all the evidence and explanation of this case is clear, this case can be closed .


Posted on May 16, 2019

Lies lies lies

I'm going to attach every single email I sent to Bruno and you that you ignored repeatedly

I threatened charge back eventually as you had no intention of replying to me

There is no way you are getting this ad resolved

This is how you want to play it wait until 5.30pm today when I screen shot every ignored email to you

Don't dare quite pathetic terms as an excuse

If you are going to ignore people then we are going to get our money back

Also you didn't refund 325 you refunded 300. More lies from you

Posted on May 16, 2019

You can attach what ever email you want, it will not change the true story, and it will not canceled/explaining your emails threatening .

You`ve made your withdrawal at the 1st of December, until the 7th of December, your document was not clear. then you even didnt gived us the timeline, to check your documents etc.. that you already have sent us threat about the chargeback at the 12th which is 5 days after your document uploading in which the 7th was Friday so we had the weekend inbetween!!

The topic here is not about email that has not been responded, but about none payment of your winnings !

You know now why we have refunded your transactions! and of course we have charged you amount 25 for fees or refund!

This is our last reply to you. except if Askgamblers is asking for anythings further.


Posted on May 16, 2019


More lies. You cannot refund deposits but charge £25 to refund. That alone is theft and warrants a charge back. It does not cost to refund. Nevertheless you are not entitled to do that, nor did you confirm that you were doing so nor does your terms state that. I would absolutely love to see where you have advised in any messages you were going to charge me for my own money back a fee of £25. Im so glad you have said that publicly as I'm now invoking my bank to charge back

So all this is public and for all to see what a fraud company this is lets see down the facts. You ignored multiple messages about my withdrawal to such an extent that I eventually threatened to charge back my deposits as a last resort. As soon as I did so you then closed my accounts and invoked your terms saying if you threaten to chargeback, however it seems your intentions were that if you ignored me and others long enough that is what customers would do otherwise we would just have been ignored forever. You cant expect customers to be ignored and do nothing, but actually that is what you wanted. Customers to be ignored and then threaten chargeback so that you can invoke your ridiculous terms. Take note of screen shot 4

Lets see the evidence

Screen shot 1. After 5 days I'm asking when my withdrawal will be processed and why I am been ignored. No threatening of a chargeback

Screen shot 2 - After 7 days I'm again asking about my withdrawal or to be refunded. No chargeback threatened. Still been ignored

Screen shot 3 - After 10 days I'm again asking why I'm been ignored. Still no threatening of a charge back

Screen shot 4 - VERY interesting. After 11 days you reply to me......... Offering me a £10 bonus and completely ignore my requests about my withdrawal

Screen shot 5 - After 12 days......... Yes 12 days I then say I'm prepared to charge back. 12 days of been ignored

Screenshot 6 - After 14 days you finally reply so just 2 days after I threaten chargeback you close my account and state all. YES ALL my withdrawals will be refunded. No mention of £25

Strange for 12 days you ignored me but replied within 2 days of my chargeback threat

The evidence is now here for you all to see

You are a disgrace fraudulent lying company and deserve shutting down. I hope every customer abandons you. I'll be asking my bank for my missing £25......... This way your bank will apply a fee to you for me charging back

This case by the way can be left unresolved.

Posted on May 16, 2019

OH just one more thing. You have STUPIDLY provided askgamblers and everyone else to see a copy of my email to you showing you ignored me for 12 days............ despite in YOUR message further up saying I had threatened chargeback after 7 days.. DOH......... Was it 7 days ( no as your lied AGAIN) or was it 12 days as proven by me and stupidly proven by you that you are liars.

P.S Look at the date of the email it is dated 12th of December and my withdrawal dated 1st so I think asking for my money back after nearly 2 weeks of been ignored was very reasonable as was then threatening chargeback. You had no reason to ignore me for 2 weeks. My withdrawal date was the 1st of December 2018

Can I just point out why it was so difficult to contact you as well. Look at your website clearly saying help available 24/7 hours but your live chat is offline. Your website also says speedy withdrawals but as you dont pay out that is not speedy. Oh and look at my chat with you. I've added some screen shots for everyone to see where I tried to talk to you on live chat about my withdrawal back in December and instead you just tried offering me a bonus

p.s I think I've finished now.

Posted on May 16, 2019

Actually one more thing. This is about my withdrawal. I'm owed £25 as such this issue is about my withdrawal. You still owe me £25 and whilst I'm reporting it to the bank you still owe it, therefore this case stays OPEN.

Deposits £325......... Refunds £300 -------- Balance owed £25


Posted on May 17, 2019

While AskGamblers Complaints Team could understand player's frustration and disappointment of being left to wait for unreasonably long period of time from the aforementioned casino brand before they review and process the payment, we would like to use this occasion and remind the player that each and every online casino has the exclusive right to determine and apply its own verification and withdrawal policy and procedures depending on the requirements set within their licensing agreement. Unfortunately, AskGamblers Complaints Team is not able to influence such withdrawal and/or verification policy in any way. Moreover, while verification process was in progress, the player decided to threat with chargeback, which is in fact a violation of the general casino terms and conditions.

2.8 You will not charge back, deny or reverse any monies owed to the Casino.
2.9 A player who threatens to chargeback his deposits, the player account will be immediately closed and the player will be permanently banned from the casino and all winnings will be canceled.

Based on the above AskGamblers Complaints Team consider the case as resolved and it being officially closed now. In case of a disagreement with our decision we recommend player to seek further assistance on the matter from the relevant regulatory body.

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