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Winward Casino - Declined withdrawal on false claims

RESOLVED
charahunter Canada
Posted on July 26, 2018.

I am currently having issues with Winward - and see that the EXACT same thing that has been happening to me has happened to quite a few people.

Here is what has happened

I deposited and played from my own account - no bonus.
Won some money
Withdrew $650

Got an email saying I had a bonus a few days later so logged back in to play.
When I logged in I saw that my $650 was returned back to my account - so I contacted CS through chat.

While chatting I played a bit - after about 15 min of chatting the CS rep told me they needed to verify a credit card in order to release the funds - A credit card that I had not used in months because it was a gift card.

I told them that it was a gift card and I did not have it any longer
They told me that they would take the card off my account and I could proceed to withdrawal the money and everything would be fine.

So I withdrew $500 instead

This too was declined and this time they told me it was because I won on a bonus.

Which is not true - the money was returned that I won on a deposit but because they reversed it when I had a bonus because of some gift card I used months before - when I tried to withdrawal again they said I won on the bonus - so that money is not approved. And I can not withdrawal it and even that it is invalid.

I explained to a CSR who said I need to speak with accounting - which of course does not have a number.

I emailed accounting and this time they told me I couldnt withdrawal it because a wager was in progress.

Three different answers - all not making any real sense because there is proof that the 650 I won was won on a deposit - and the 500 that I withdrew the second time was not won on the bonus because I lost money while I was trying to get them to figure out why the withdrawal had been declined.

The transaction history is there. I am getting no response or investigation. Everyone at their customer service is dismissive and not helpful at all. And it is a real shame.

I am seeing this has happened to quite a few people on this site.

One which said...

"This is where my problems begin. Not only was my request for the 100 from the free bonus denied, with accounting claiming that no winnings from a free bonus are cashable, even though their own T&C say otherwise, but my winnings originating from my DEPOSIT were also denied.

The person I've been speaking to (Lucy) claims that all my winnings come from a free bonus and therefore none of those funds are withdrawable. Her claim is that I used up my deposit funds and that my additional winnings of 198 come from using the bonus balance (700) already in my account.

This statement simply isn't true, because I combed through my transaction report showing my betting history, and it clearly shows that my 198 came from my deposit. I hit some nice bonus rounds on slots shortly after my deposit, which is why their statement immediately raised some red flags. According to their own gaming report, at no point did my deposit funds drop below zero, meaning no free bonus winnings were used for those additional 198, only my deposit.

Even if I were to accept their claim of no winnings from a free bonus being cashable, even though their T&C state otherwise, I should still be able to withdraw those 198 euro from my deposit. I provided them with the screenshots of my gaming history validating my claim (which they also have access to through my account), but they still refuse to pay, repeating their false claim that all my winnings come from using a free bonus and none are therefore withdrawable.

I'm sad to have to turn to a third party in order to resolve this issue, but I see I'm not the only one having problems with this particular casino. Should they continue to refuse to pay out my winnings, even when their own terms and documents contradict them, this casino should be considered rogue and blacklisted immediately."

This is exactly what is happening with me - and I too now have to look into a third party to try and resolve this issue.

It truly is frustrating - and very dishonest on their part.

Posted on July 27, 2018.

Hello,

Thank you for contacting us in regards to this matter.

Please note that we looked into it and found that indeed, our Accounting department was unable to approve your first payout request due to the fact that we were missing one of the mandatory documents required in order to be able to review a payout request. As soon as the situation was clarified, you were able to make a new payout request.

The request has been reviewed as soon as possible and, while analyzing your game session history, it has been found that you did not comply with the following rule, that can be found on our Bonus Rules page (https­://­www.wi­nwa­rdc­asi­no.a­g/­bon­us-­rules):

᛫ Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is CAD 5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit.

Unfortunately, since you had bets higher than CAD 5, the request was declined and the winnings were voided.
Should you require any additional information regarding your account or the withdrawal process, please do not hesitate to contact us, we are at your disposal.

Kind regards,
The Winward Casino team

charahunter Canada
Posted on July 27, 2018.

Thank you for your response, but I have to disagree. I have gone through the records and below you will see where you are in the wrong. The worst part about having to compile this information is that this has obviously been an issue with multiple people in the past - and they have had to do your job in order to recieve what is rightfully theirs.

Ok - On the 16th I withdrew winnings equalling $600 - See image one.

This $600 was won on a deposit

I played for an hour and a half - with the playthrough amount - as when you dont play the playthrough you are unable to withdrawl - and that was not the case. I tried to make a withdrawl and they said I was unable - so the first withdrawl was approved - and would have gone through but you provided some excues about a card that had nothing to do with this transaction. I have withdrawn from you before and you did not inquire abouot a random gift card used once.

You reversed the money back into my account and told me that I would then be able to withdrawl again and everything would be great - which I did.

Then you voided the whole transaction.

This has been a burden and a dissappointment. I am unable to provide an image of the chat where JEFF (i believe the CSR's name was) told me that everything will go through with no issues. If you are able to provide that chat you will see that the $500 should be withdrawn at your word.

I have played online gaming sites for a long time - and have NEVER had an issue with any winnings or customer service issues. This is the first time - and your CSR team has been unhelpful, unaccomodating and rude. The message you left here had more information than the hours spent trying to talk to your team - which means they are not doing their job. It is a shame because I do like your casino alot - but I cant trust it, and I cant even trust that I can get clarification when needed. And this is real money we are dealing with.

Ask Gamblers - This is obviously not the first time that this has happened with this specific site. Everyones complaints are pretty consistent. And I have been bamboozled by Winward, and it does not feel right or good.

Posted on July 31, 2018.

Hello,

Thank you for getting back to us.

Please note that while indeed, even though you had a withdrawal approved previously, we were unfortunately unable to approve this one, as the aforementioned rule of the site was not complied with.

While checking your gaming history we noticed that you had buy-ins of amounts higher than CAD 5 when playing from the bonus you are trying to cash out from, which goes against the following rule that can be found on our Bonus Rules page:

᛫ Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is CAD 5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit.

Should you require any additional information regarding your account or the withdrawal process, please do not hesitate to contact us, we are at your disposal.

Kind regards,
The Winward Casino team

AskGamblers
Posted on August 1, 2018.

AskGamblers Complaints Team has been provided with enough information and evidence on behalf Winward Casino management in regards of this complaint to confirm and justify the casino actions.

Based on the above, AskGamblers Complaints Team consider this case as Resolved and it is now officially closed. In case of a disagreement with our decision we remind player that further assistance on this matter could be requested from the relevant regulatory body.

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