Ag Awards

Winner Casino - Year Long Withdrawal Issues

Complaint Info
Disputed casino Winner Casino
Reason Delayed payment
Amount £ 2598
andygrace83 United Kingdom Message
Posted on July 23, 2015

Around a year ago I signed up to and since then I feel they have done everything in their power to withhold my winnings.

I signed up for the 200% casino bonus and played various casino games, sports bets and after being satisfied with my returns I requested a withdrawal. I completed the wager requirement on all bonuses on my account and then some, including large accumulater bets on football which were above and beyond any requirements. I was first asked for notorized documents around 8 months ago, which I got and sent off to their address in the Philippines. Unfortunately, because I didn't pay the extra £50 to post them with a signature at the other end, winner have denied any knowledge of receiving these documents, after various emails I was told I would have to send them again which I did last month. This time I paid the extra £50 and got a signature at the other end. Winner have now confirmed these documents but are still withholding my funds.

It's cost me nearly £300 to first get and send 2 sets of notorized documents which I feel is an extreme form of verification in the first place.

I have requested the funds be returned via Skrill because of this cost as I don't have a neteller account and do not posses a Visa card. It's been nearly a week waiting for confirmation from the finance department waiting for this request to be granted and I've now had enough. All I want is the funds in my account to be transferred back to the Skrill account from which I deposited over a year ago.


Posted on September 8, 2014

We have sent you this email with regard to the withdrawal request on your account.

We have checked your account and we would like to congratulate you on your winnings. We are happy to see that you had profitable time at Winner Casino.

Though we understand that there have been delays in checking your documents and withdrawal request however Winner takes the steps it finds necessary in order to ensure that our customers are totally safe and feel confident with the products to the services we render. These practices are not just performed by Winner but are commonplace throughout the industry and we are confident that in this day and age you will agree that the security of the customer along with the business is paramount for all.

We can assure you that our Finance Department is currently checking on setting up a manually withdrawal on your account using your Moneybookers account. Wherever possible we will carry out the checks as quickly as possible and in the majority of instances these checks will be completed with no disruption to the customer's account whatsoever. We will continue to update you regularly in regard to your case via email.

Thank you for your cooperation and patience.

andygrace83 United Kingdom Message
Posted on September 8, 2014

I appreciate the email you sent, but as it was nearly a week ago (September 2nd) and I hadn't heard anything about it since despite me sending further emails I felt at a loss. As far as I'm concerned I've now done everything possible at my end at a considerable cost. How hard is it to coordinate with your finance department and give me a rough idea of how much longer this is going to take?

andygrace83 United Kingdom
Posted on September 12, 2014

Nearly another week has passed and still no email from winner or contact on here. Please tell me what I need to do to get my £2600 back from you as I'm now losing patience. I dont even mind paying a withdrawal fee just to get my own money I'm that frustrated!

Posted on September 16, 2014

Dear andygrace83,

We apologize for the delay in our response. We would like to inform you that we have sent an update on your email on how we can proceed in requesting your withdrawal.

Due to a small technical issue we have encountered related to your account, we would like to ask you to log-in to your account and register the same payment method you have used previously by making a small deposit on your account.

Once you have completed this, you may go ahead and withdraw all the available funds on your account and we will expedite the withdrawal process so you can get your funds as soon as possible.

Please let us know once you have made the request so we can take it from there.

Thank you for your cooperation.

andygrace83 United Kingdom
Posted on September 16, 2014

Small amount deposited and a request for £2598.48 to be withdrawn to my skrill account has been sent. I'll wait and see. Any idea when the funds will hit my account?

Posted on September 17, 2014

Dear andygrace83,

We would like to inform you that your withdrawal request of the amount of £2,598.48 has already been approved on our end. Please take note that it may take additional time for the funds to reflect on your account depending on the payment method you have chosen.

Thank you for your time and cooperation throughout the handling of your case.

andygrace83 United Kingdom Message
Posted on September 17, 2014

Money received this morning and issue is now closed. Thank you winner it's been a long process but finally worth it.

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