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
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.