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Winward Casino - Keeps returning my money to my account, not paying

RESOLVED
renezooro United Kingdom Message
Posted on 28 July 2017

I have attempted to withdraw about 5 times now, and every time it has been declined and the money is returned to my account, I have verified and their support is rubbish, it takes forever for them to respond and you can only use live chat and every time they come up with some ridiculous excuse. The first and second time they said it was because I wasn't verified, where verification is meant to take 24 hours, it did not, it took much longer, the next 2 times was because I tried to withdraw $500 and they then turned round and said I could only withdraw $100 because I used a free chip, even though I had made a deposit. And now they have turned and said I can't have the money because I have not made a deposit in the last 5 days, even though I made a deposit right at the start of this. But because they employ delay tactics it is now over 5 days because it takes 3 days in between each withdrawal request.

Posted on 31 July 2017

Hello,

Thank you for your patience and for bringing this matter to our attention.

Please note that we have looked into it and noticed that your first payout requests have been declined due to the fact that you were trying to cash out via the Bank Wire method, that requires a minimum amount of $500, when you were eligible to cash out only $100 from a free chip at the time.

Your latest requests however were declined due to the fact that in order to cash out from free bonus money, you also need to have at least one deposit made in the last 5 days. This information is also displayed on our site, on the Banking page.

Taking into consideration the above and since you have been trying to cash out with the Ecopayz method as well, should you provide our accounting team (accounting @ winwardcasino.ag [typed together]) with your Ecopayz account ID and also make a deposit, you will be eligible to make a new payout request for $100 and and it shall be approved.

We appreciate you choosing our website as your entertainment venue and we rest at your full disposal!


Best regards,
The Winward Casino Team

renezooro United Kingdom Message
Posted on 31 July 2017

If I was to make another deposit of $25 I would expect to be able to withdraw $125 and not $100, otherwise this casino would not be fair. But I think it is ridiculous that I should even have to make another deposit because of an error, this is not resolved

Posted on 03 August 2017

Hello,

Unfortunately the amount cannot be changed as it is a fixed one, and in order to comply with the rule posted on our site you also need to have at least one deposit made in the last 5 days in order to cash out from a free chip.

After taking another look at your account we also noticed that you did not provide our accounting team (accounting @ winwardcasino.ag [typed together]) with your Ecopayz account ID yet. Please note that it is very important that you send the information before placing the payout request, so that it gets processed as soon as possible.

Best regards,
The Winward Casino Team

renezooro United Kingdom Message
Posted on 05 August 2017

So if someone wins on the free chip there are loads of cheeky tactics in order to reduce the $100 there are all these stupid rules that prevent a withdrawal and you have 5 days in order to withdraw and hurdles everywhere. So far my win is going to have to be reduced to $50 from these scam like rules and it has been weeks since I made my first request. I can see that other people might lose even more trying to get out the free chip winnings. And this casino has the cheek to reject a withdrawal on the basis that there was an error and the time ran out. I have sent my ecopayz account number a few days ago, but typically I have yet to have a response and therefore I am holding off this withdrawal so there is not even more delay tactics used for this casino to steal yet more money.

Posted on 08 August 2017

Hello,

Thank you for providing us with your Ecopayz account ID, we have received your email and our colleagues from accounting have also answered your email.

Please keep in mind that we have followed the rules and regulations of the site without exception. They are posted on the site for guidance and in order for all our members to be informed at all times. For any concerns or questions that you might have, we rest at your full disposal and we are available via email, as well as 24/7 on live chat.

Please note that you can already make your payout request for $100 and as an exception we will make sure that it is approved.

Thank you for your patience and understanding and we are looking forward to seeing you online.

Best regards,
The Winward Casino Team

renezooro United Kingdom Message
Posted on 09 August 2017

I have made my withdrawal request, but I am waiting for winnings to be paid before closing this complaint.

Posted on 10 August 2017

Hello,

Please note that your withdrawal request has been approved.
Thank you for your patience and understanding and we are looking forward to seeing you online.

For any questions you might have, let us know on Live Chat or via email to support @ winwardcasino . ag [typed together].


Best regards,
The Winward Casino Team

renezooro United Kingdom Message
Posted on 10 August 2017

Thank you, I have now received payment.

AskGamblers
Posted on 10 August 2017

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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