Winner Casino Revoked Winnings of $715

**Katty** · 29th March 2006, 01:00 AM

This is most of the email I sent to casinomeister.
Hello. I deposited $100 into Winners casino and received a $185 bonus. I played blackjack one day and video poker another. I'm not sure exactly how much I won at each, but my final balance was around $1000. I withdrew all my winnings and deposit, leaving the $185 bonus in my account. A few days later they email me a $25 gift certificate for Amazon which didn't even work. I log back into my account and there is only $285 sitting there. I contact them and they say that there was a glitch in their blackjack software so all activity was erased. The blackjack game appeared normal to me, except I had better than average luck which happens sometimes, but nothing outrageous. No game logs are available in the casino. At least I can't find them, and their customer service can't seem to tell me where they are. I asked them for the BJ game logs and they say they have been deleted. I asked them exactly what the glitch was and they said the tech dept will send me an email with the details. I 'm waiting for this. As far as the Video Poker, I can't find the game logs on their website but they say they have them but can't send them to me right now. I'm waiting for these too. They said nothing about a glitch in video poker.
I'm very frustrated over this as I thought I had made a nice winning. Do you have any idea how I can recover it?

Katy George

I will post updates later, including emails sent and conversations through their live chat.
Has anyone else played there during this time or had similar problems before?

**CasinoForumu** · 29th March 2006, 01:12 AM

What is their url?winnerscasino.com?I think it is not.

If they say there is a problem with their software,they have to pay you.

I had a problem like this at the past.I deposited 100$ and play bj.And I made more than 2k. I played 10$ each hand and I saw that I won 24 hands in same row.Then software begun crazy and there were 8 software on the screen.I saw there is a problem but continue to play .I lost all my hands and drop about 1k.Then closed software and install it again.I again made more than 1500$ and again same problem occur.I continued to play with all my money and lost all of them.

I thought ''there is a problem with software.I can win 100k today or lost all of them.'' : ) so continued to play and lost.

It was exciting.

We are waiting updates about your issue.

**schankwart** · 29th March 2006, 01:15 AM

Ouch, Katty. You are not alone in the dark forrest though.
Winner Casino has been doing a "decent" spring-cleaning of their BJ-winners as you may read here.

Good luck.

**Katty** · 29th March 2006, 01:46 AM

here is their URL http://www.winner.com/

Now they have closed my account saying that I cashed out before meeting the wage requirments! I never requested a cashout but the original one they revoked. The other one was initiated by them. Here are our conversations.

LIVE CHAT MARCH 25
Anna: Hello
Catherine George: hello
Anna: How may I help you?
Catherine George: I am extremely frustrated
Anna: I was just reading the email you sent...
Catherine George: I played blackjack until my balance was up to $1000
Catherine George: I made a cash out
Catherine George: and next thing I know, all my winnings are gone
Anna: I know
Catherine George: I can't believe it
Anna: I understand that you are frustrated about this
Catherine George: Then you send me a gift certificate for $25?
Catherine George: what are you thinking?
Catherine George: is that supposed to rectify things?
Anna: Well first I hope you understand that all the decisions that led to this situation were made by the casino manager
Anna: and not customer service
Catherine George: I don't care who they were made by
Catherine George: this is ridiculous
Catherine George: I've never felt so cheated
Anna: so I would really like to answer all your quetions
Anna: Please bare with me when I try to explain
Catherine George: where are you from?
Catherine George: and in what country is this casino?
Catherine George: based
Anna: the casino is located in Cyprus
Anna: It's all in our website if you would like to check I can give you a link
Catherine George: I don't want to check anything
Catherine George: I want my winnings back
Anna: basically when theres a glitch in the system as it was during the dates mentioned in the email that was sent to you
Catherine George: what???
Catherine George: a glitch??
Catherine George: that's not my problem
Catherine George: that's yours
Catherine George: I bet there's a "glitch" everytime people win
Anna: no, many players win at our casino all the time
Anna: this is the first time it ever happend
Anna: hopefully the last
Catherine George: BS
Catherine George: if this situation isn't resolved favorably
Anna: click here
Catherine George: I will report it to everyone I know who gambles online
Anna: please check the link I gave you
Catherine George: and every casino site I see online
Catherine George: it's probably a virus
Anna: please read section 4.4
Catherine George: so?
Catherine George: that says nothing about what happened to me
Catherine George: I won money
Catherine George: WHERE IS MY MONEY????????????????????????????
Anna: well indirectly it does
Catherine George: WHERE WHERE WHERE????????????????????????????
Catherine George: no it doesn
Anna: when you signd up to our casino you agreed to our T&C
Catherine George: and where does it say there
Catherine George: that you have the right to confiscate my winnings?
Catherine George: no where
Catherine George: this is BS
Anna: this is from the section: IN THE EVENT OF COMMUNICATIONS OR SYSTEM ERRORS OCCURING IN CONNECTION WITH THE SETTELMENT OF ACCOUNTS OR OTHER FEATURES OR COMPONENTS OF THE SOFTWARE WE WILL NOT BE LIABLE TO YOU OR TO ANY THIRD PARTY FOR ANY COSTS, EXPENSES, LOSSES OR CLAIMS ARISING RESULTING FROM SUCH ERRORS.
Anna: since your winnings were a part of the glitch in the system
Anna: or caused by it
Anna: the cashout had to be void
Catherine George: I can't even read your crap
Catherine George: why is the text size so large now
Catherine George: this chat box is terribl;e
Anna: sorry I didn't know it would show up this big.. I just pasted it from the site
Catherine George: no where there does it say you are allowed to confiscate my winings if your software malfunctions
Catherine George: I don't even believe your software malfunctioned
Catherine George: where are you getting that from
Catherine George: what is that malfuction anyway?
Anna: the system went though some upgrading a week ago
Catherine George: the game worked perfectly fine when I palyed
Catherine George: I had better than average luck
Catherine George: so what/
Anna: and becasue of that there were some errors in the BJ game
Catherine George: sometimes you win and sometimes you lose
Catherine George: WHAT ERROR?
Anna: well it wasn't exactly better than average luck
Anna: what happend is the odds were in favour of the player
Catherine George: how in favor?
Catherine George: what was the glitch in the BJ game
Catherine George: the game of BJ isn't complicated
Catherine George: tell me what the glitch was?
Catherine George: huh?
Catherine George: WHAT WAS IT?
Anna: I'm not sure about the small details, the tech dept. never explained that to me
Anna: if you want I can email them and ask for the specifics
Catherine George: WELL YOU BETTER EXPLAIN IT
Catherine George: HASN'T ANYONE ELSE ASKED?
Catherine George: AM I THE ONLY PERSON ENRAGED AT BEING STOLEN FROM?
Catherine George: OR DID EVERYONE ELSE HAPPEN TO LOSE
Catherine George: SO THEY KNOW NOTHING OF THIS MYSTERIOUS "GLITCH?"
Anna: Other people who played during those dates had the same actions taken on their accounts
Catherine George: who are they?
Anna: It is not possible for me to give out players' details
Catherine George: this is ridiculous
Catherine George: I will contact every onling gaming website
Anna: I assure you you are not the only person whos in this situation
Catherine George: until your scam is shut down
Catherine George: oh really?
Catherine George: and no one before has asked you what the glitch was?
Catherine George: don't you have an answer prepared?
Anna: actually no, I really am sorry
Catherine George: WHAT IS THIS GLITCH?
Catherine George: HUH??????????????????????????????????????????????? ???????????????????????????
Catherine George: "THE GLITCH"
Catherine George: WHAT IN GOD'S NAME ARE YOU TALKING ABOUT?
Anna: the email that was written by the manager should supply al the asnwers..
Catherine George: it supplies nothing
Catherine George: what was this glitch?
Anna: I'm sorry to hear that
Anna: it was a fault in the game engine, that really is all there is
Catherine George: what?
Catherine George: did it magically deal me blackjacks all the time?
Catherine George: seemed perfectly normal to me
Anna: again if you like, I can ask the technical department to send a details email
Catherine George: Yes, send me the details
Catherine George: along with MY WINNINGS
Anna: you may cash out your balance if you wish
Anna: it includes your initial and bonus
Catherine George: Funny
Catherine George: My balance should be $1000
Catherine George: not a measly $285
Catherine George: Oh thanks for the $25 Amazon certificate
Catherine George: that was really nice
Catherine George: It didn't even work
Catherine George: I don't believe you people
Anna: I'm sorry, your winnings were void, this was the casino's decision and it cannot be undone.
Anna: the certificate should work, if it does not I will send you the link again
Catherine George: I don't want the certificate
Catherine George: I want my winnings?
Catherine George: where are they?
Catherine George: Am I the only player who cares that I was stolen from?
Anna: the answers I have given you are the only answers I've got
Anna: If you would like to be contacted by my manager
Anna: I can arrange for that
Catherine George: I would like my winnings
Catherine George: That's all I want
Catherine George: I don't want to hear any BS from the manager
Catherine George: or whoever else
Catherine George: tell me what this glitch was
Catherine George: BJ is a simple game
Catherine George: what could your software have done to give me this "unfair" advantage you speak of?
Anna: it is a computer program after all
Anna: errors could occure
Catherine George: like what?
Catherine George: it's just cards being dealt
Catherine George: all that determines whether I win or lose is the order in which they're dealt
Catherine George: If I'm dealt the A and the Dealer the 6, I'm in good shape
Catherine George: if the other way around, he has the advantage
Catherine George: it makes no sense that there is a glitch that sytematically gives me an unfair advantage
Anna: well, consider if it was the other way around
Anna: and the dealer would have the advantage
Catherine George: what?
Anna: and you would get 99% loses and 1% wins
Catherine George: So?
Catherine George: I won because I got luckier than average
Anna: you would probably complain right?
Catherine George: that doesn't mean the software was glitched
Catherine George: Of course
Catherine George: but that wasn't the case
Catherine George: I wasn't winning 99% of the hands
Catherine George: that's ridiculous
Catherine George: To me it looked like a regular game
Catherine George: where I won some hands and lost others
Catherine George: but won more than I lost
Catherine George: 99%?
Catherine George: where are you getting that from?
Catherine George: it was nothing like that?
Anna: that was just an example...
Anna: like I said before, I don't actually know the specifics
Anna: but I will be happy to try and find out for you
Catherine George: If I had lost my whole balance I wouldn't have complained
Catherine George: I would attribute it to worse than average luck
Catherine George: that's all
Catherine George: this is ridiculous
Catherine George: And if I remember correctly
Catherine George: I played more than one session
Catherine George: 2 I think
Catherine George: and won during both of them
Catherine George: was there a glitch both times?
Catherine George: I played on different days
Anna: as was written in the manager email that was sent to you
Anna: this happend between March 15 th to March 21st
Catherine George: where are my game logs?
Catherine George: have they been deleted?
Anna: let me check
Catherine George: I don't see them in the casino?
Anna: yes they were erased
Anna: I only see the game log for Video Poker
Catherine George: how convenient for you
Catherine George: I don't see that either
Catherine George: I don't see any of my logs?
Anna: I can send you the ones I see of the Video Poker
Anna: a session on the 19th
Catherine George: send me them
Anna: ok one moment
Catherine George: I suppose that game had a glitch too
Catherine George: ridiculous
Anna: umm no as far as I know the glitch was only with BJ
Catherine George: how come my balance wasn't affected by when I played VP then?
Catherine George: where can I find the game logs in the casino?
Anna: ther should be a history section
Catherine George: wher?
Anna: hold on let me check
Anna: I think through Cashier
Anna: let me verify, check though
Anna: ok I think you should be able to access it through Cashier, then Account Info
Catherine George: where?
Catherine George: rewareds info?
Catherine George: account info?
Anna: yes account info
Catherine George: cash out history?
Catherine George: and in account info
Catherine George: ?
Catherine George: under what
Catherine George: cash out
Catherine George: deposit
Catherine George: or rewards?
Anna: are those the only sections?
Catherine George: yes
Catherine George: there's nothing about game logs
Anna: I think it should show as gaming history
Anna: but I'm not sure where to access it from
Anna: as far as I know it should be under account info
Catherine George: nothing shows
Catherine George: and my winnings are gone
Catherine George: no game logs?
Catherine George: well, there's nothing there
Catherine George: As far as you know it should be there?
Catherine George: ha
Catherine George: winnings confiscated
Catherine George: game logs gone
Catherine George: where the game logs ever there at all?
Catherine George: did you delete them all?
Anna: well the BJ ones were erased, I don't see them
Catherine George: and the video poker ones?
Catherine George: well, where are my game logs?
Anna: I'm checking..
Anna: I'm afraid I don't have access to a Real Player account so I don't exctly know except for what I was told
Catherine George: do you have my video poker logs?
Anna: yes I can see them
Catherine George: well, how did I do there?
Catherine George: send me the logs please
Anna: I can't send them at the moment
Anna: I'm sorry you're not satisfied with my answers
Anna: I have told you everything I know
Anna: and I will contact the tech dept. for more details
Catherine George: why can't you send them?
Anna: please expect an email from us
Catherine George: at the moment?
Catherine George: are you going to doctor them up before you send them?
Catherine George: is that why?
Anna: absolutely not, this is all about biorocracy, I need to get approval before giving out personal information
Anna: please understand
Catherine George: send me my video poker logs
Catherine George: I need them
Catherine George: It's amazing I can't access them through the casino
Anna: like I said before I'm pretty sure you should be able to
Anna: I'm just not sure where from
Anna: but I will ask and you will get an email from us with a reply
Catherine George: There are hardly any places to click on in you casino site
Catherine George: if I could access them, I think it would be simple to find them
Catherine George: Please send me the logs immediately
Anna: I'm sorry this is not possible at the moment
Catherine George: ha
Catherine George: it keeps getting better
Catherine George: I'm demanding my logs
Catherine George: I see no reason why I cannot have access to them
Catherine George: It's bad enough that you deleted my BJ ones and that I can't access my video poker ones through the site
Anna: can you see your Cash out History?
Catherine George: It's empty
Catherine George: apparently it's been deleted too
Catherine George: how nice
Anna: well the email mentioned this...
Anna: listen I really wish you would understand that everything you know is everything I know
Anna: if I had different answers to give you I would
Anna: I'm not keeping anything from you
Catherine George: How about my logs?
Catherine George: are you now witholding those from me?
Anna: well like I said, I need to get approval from my manager first
Catherine George: do you record these conversations?
Catherine George: Please email me the transcript immediately
Anna: hold one one moment

If you need any further assistance please let us know.

Anna

Customer Service Team

service@winner.com

www.Winner.com

LIVE CHAT MARCH 28
Dear Catherine,

Thank you for contacting www.Winner.com service center.

As we discussed on live chat, attached is the transcript of our conversation:

Nicky: Winner costumer service,
Welcome to our live chat!
How may I help you?
Catherine George: hello
Catherine George: I spoke Anna (I think earlier)
Catherine George: my winnings were stolen
Catherine George: because supposedly there was a glitch in the BJ game
Catherine George: I'm still waiting for you to credit my account back with them
Catherine George: Anna told me that the tech department would send me the details of the BJ glitch
Nicky: Your account has been credited with your initial deposit and welcome bonus.
Catherine George: but I haven't received anything
Catherine George: That's very nice of you
Catherine George: but I don't expect to win only to win my money back
Catherine George: I expect my winnings to actually hold up
Nicky: Reviewing your account I understand you were already given all information, as well sent an e-mail from the casino manager
Catherine George: ha, funny me
Catherine George: Anna also said she would send me the game logs
Catherine George: I haven't received any of those game logs
Catherine George: No I wasn't given all the information
Catherine George: Did you read what I just typed?
Nicky: Yes I did
Nicky: I understand you were also told that all of the casino activity has been reversed
Nicky: That includes player who lost and players who won
Catherine George: Your tech department was supposed to send me the details of the "glitch"
Catherine George: I never received that email
Catherine George: I never received the game logs
Catherine George: where are they?
Catherine George: I made money playing video poker as well as blackjack
Nicky: I apologize but all cash outs were void
Catherine George: was there a glitch in your video poker game?
Catherine George: HELLOO
Catherine George: AM I GETTING THROUGH TO YOU?
Catherine George: WAS THERE A GLITCH IN YOUR VIDEO POKER GAME?
Nicky: Yes you are, please hold while I check something
Catherine George: ??
Nicky: No there was not, please hold mawam
Nicky: ma'am
Catherine George: Then why were my winnings from that game revoked as well?
Catherine George: Question 1)
Catherine George: Where is the email from the tech dept concerning this "glitch?"
Catherine George: Question 2)
Catherine George: Where are my game logs from the dates in question?
Catherine George: Question 3)
Catherine George: Why were my winnings from video poker revoked when there was no glitch in the game?
Catherine George: I would appreciate straightforward answers to those 3 questions
Catherine George: and no more platitudes
Catherine George: Question 4)
Catherine George: Why is it that when I log into my account and click on Cashier, a message saying
Nicky: As for you first question, for your first two questions, they have been forwarded by Anna, and we will contact you regarding that once we have an update.
Catherine George: "please contact customer service regarding the status of your account" pops up?
Catherine George: What?
Nicky: Once we have a reply from them, I will be able to answer all questions regarding your video poker games and winnings
Nicky: You received this massage because your account was automatically closed when you cash out your initial deposit
Catherine George: they have been forwarded by Anna to who?
Catherine George: My account wasn't closed when I cashed out my initial deposit along with my winnings
Catherine George: It was closed after you revoked my winnings and sent me that idiotic gift certificate
Catherine George: Where is my money?
Catherine George: Where are the game logs?
Nicky: It was forwarded to the correct departments, we will contact you with more news regarding this matter the moment we hear anything.
Catherine George: your answer to that is
Catherine George: that Anna forwarded a message?
Catherine George: what?
Catherine George: WHAT?
Catherine George: I played video poker
Catherine George: Where are the game logs from that?
Catherine George: shouldn't I have access to them?"
Catherine George: where are they?
Nicky: Players have access to their deposit history, cash out history and comp points history
Catherine George: Actually, I have access to none of those
Catherine George: since you closed my account now
Catherine George: where are my game logs?
Nicky: The casino has all the log games, however I cannot provide you with this information without a permission from my superior and as I informed you we have forwarded your queries and we will update you regarding all of them one we receive any news on them.
Nicky: I understand you frustration and the inconvenience, but I cannot credit your account with the winnings, since this procedure was general and supervised by the casino's management.
Catherine George: You forwarded them from whom?
Nicky: I an here to provide you with the information that I have, and this is all I can do at the moment.
Catherine George: Let me speak to them then
Nicky: To the people who are responsible to each one of the issue you raised.
Nicky: Certain questions to Tech department, and the casino's management.
Catherine George: Yes I heard that days ago
Nicky: Should you wish to contact Casino's Manager you may send her an e-mail.
Catherine George: How come I received no email from the tech department?
Nicky: Every mails is replied.
Catherine George: I sent an email and received no replay
Nicky: Because Tech department is an intern department and has no contact with players.
Catherine George: reply
Nicky: There is no way to get around this.
Nicky: Reviewing your account I see you were sent an e-mail from our manager.
Nicky: Yesterday.
Catherine George: really?
Catherine George: when?
Catherine George: what did it say?
Nicky: If you'd like I may forward it to you once again.
Catherine George: yes
Catherine George: what is the email address from this "manager?
Nicky: Yes, Taylor Waters
Nicky: You might want to check your "spam" or "bulk" folder
Nicky: Can you locate it?
Catherine George: That email?
Catherine George: Ha
Nicky: Yes.
Catherine George: they answered none of the question I posed
Catherine George: is this a joke?
Catherine George: do you do this to all of your customers?
Catherine George: It says he appreciates my "understanding" of this matter
Catherine George: I don't understand it at all
Catherine George: that's why I continue to pose my questions
Catherine George: 1)
Catherine George: where are the details concerning this mysterious glitch?
Catherine George: 2)Where are my game logs?
Nicky: As I said we are still awaiting certain replied regarding your questions, you may address the manager personally should you like, or wait until we contact you back with answers regarding your questions.
Catherine George: 3) Why were my winnings from Video poker stolen as well?
Catherine George: 4) Why was my account closed?
Catherine George: replies from whom?
Nicky: From the different people who are in charge if this information.
Nicky: Catherine, I understand you are upset, but at the moment I cannot provide you with the answers you seek. I am doing all within my power to shorten the process and provide you with the best service I can.
Nicky: But I apologize for I am too, waiting for some answers.
Nicky: And as I said, the moment I receive them - you will be contacted.
Nicky: Should you like to address the manager personally with your questions, you may.
Catherine George: Do I have access to my game logs in the download casino?
Nicky: At the moment you cannot access the cahier page in your account, you have no access.
Catherine George: ha
Catherine George: so now my access has been revoked?
Catherine George: what is going on in yoru casino???!
Catherine George: Before I did have access to the cashier and there were still NO game logs
Catherine George: are they normally found there?
Catherine George: or do they not exist?
Nicky: Once the cash out was completed the account has been closed.
Nicky: You may also take a look in our Terms & Conditions page, and review paragraph 4.4
Catherine George: what cash out?
Catherine George: the cash out that was revoked?
Catherine George: listen idiot
Catherine George: nowhere is an account closed because a cashout was mde
Catherine George: furthermore there was no cashout because you revoked my cashout
Catherine George: which cash out was it that caused my account to be closed?
Nicky: the cash out of the initial deposit
Catherine George: What kind of idiotic practice is that?
Catherine George: to close an account when someone makes a cashou?
Catherine George: WHEN
Nicky: that was not played again but rather cashed out when not meeting wagering requirements.
Catherine George: DO YOU READ??
Catherine George: THE CASHOUT THAT WAS REVOKED?
Catherine George: WHAT????
Catherine George: I MET THE WAGERING REQUIRMENTS
Catherine George: AND CASHED OUT
Nicky: Yes I do Catherine, and will not be able to continue and provide you any service should you keep addressing me like that.
Catherine George: YOU REVOKED MY CASH OUT
Catherine George: STOLE MY WINNINGS
Nicky: That's correct but I am referring to the period after the activity was reversed.
Catherine George: I NEVER MADE ANOTHER CASHOUT AFTER THAT NOR PLAYED ANOTHER GAME
Catherine George: I NEVER MADE A CASHOUT AFTER THAT
Catherine George: I DID NOT PLAY A GAME OR MAKE A CASHOUT
Catherine George: NOTHING
Catherine George: I JUST CONTACTED YOU
Catherine George: about your theft
Catherine George: now my account was closed beacause I cashed out without meeating wage requirments?
Catherine George: what are you talking about?
Nicky: I see your Neteller account has been credited with your initial deposit
Nicky: Is there anything else I may assist you with at this moment?
Catherine George: I got an email from Taylor saying that it was credited back to my account
Catherine George: I looked and it wasn't
Catherine George: Maybe it's still in process
Catherine George: I will check again
Catherine George: But I did not make that cash out request
Nicky: I have a transaction ID to provide you with should you like
Catherine George: So for you to say that my account was closed because I made a cash out without meeting the wage requirements is ridiculous
Catherine George: I never requested a cash out
Nicky: Ok, I will have to check that as well, since we let the players who wanted to cash out after this do as they wish, considering the unfortunate situation.
Nicky: I would like to mention
Nicky: that this time, players did not logged in their account and cash out themselves
Nicky: but rather sent cs or manager an e-mail stating they would like to cash out
Nicky: and the casino did it for them, without the 5 pending period.
Catherine George: I sent no such email
Catherine George: if any cashout was made
Nicky: We did all within our power to make this is as easy as we can, and avoid any further inconvenience and hassle on players side.
Catherine George: it was intiated by your inept casino
Catherine George: easy as possible??
Nicky: Ok Catherine, if you are saying you have not then I will have to ask and see why it was done
Catherine George: WHERE ARE MY WININGS?
Catherine George: VIDEO POKER??
Catherine George: HUH?
Catherine George: DOES THAT NOT COUNT?
Catherine George: WAS THERE A GLITCH IN THAT GAME?
Nicky: Catherine, we have discussed this already.
Catherine George: WHERE ARE MY WINNINGS???!!!!!!!!!!!!!
Catherine George: We've discussed it unsatisfactorily
Nicky: We are currently looking into your questions, and once we have answers we will contact you.
Catherine George: where are my game logs
Catherine George: don't you have them right there?
Catherine George: Anna was able to access them
Catherine George: No
Catherine George: Look at my game logs
Catherine George: I know you can see them there
Nicky: I have, and I told you I have forwarded your questions. There nothing more I can do at the moment, or any further information I can provide you with at the moment.
Catherine George: look at my game logs
Catherine George: you have access to them
Catherine George: can you see them there?
Catherine George: for the record
Catherine George: I expect you to deliver my deposit
Catherine George: $100
Catherine George: my winnings $715
Catherine George: as well as extra for wasting my precious time
Catherine George: now look at my game logs
Nicky: I have told you all the information I have at the moment 25 minutes ago.
Catherine George: no you didn't
Catherine George: look at my game logs
Catherine George: why are you sidestepping this?
Catherine George: do you have my game logs there?
Catherine George: look at them
Nicky: It is in your hands to repeat asking the same questions I have answered over and over again.
Catherine George: no you haven't
Catherine George: please look at my game logs
Catherine George: I know you have access to them
Catherine George: hello?
Nicky: Catherine I have checked them, and have followed casino's policy by forwarding them to the people who are in charge of this.
Catherine George: are you looking at my game logs?
Catherine George: do you see the BJ ones?
Catherine George: do you see the video poker ones?
Catherine George: Hello?
Catherine George: anyone there?
Catherine George: can you see my game logs?
Catherine George: are you looking into them
Catherine George: ?
Nicky: No I am not, it is irrelevant at the moment.
Catherine George: ha
Catherine George: how is it irrelevant?
Catherine George: I want a record of the games I played at your casino
Catherine George: that is not irrelevant
Nicky: It is irrelevant for this chat since I have done all that I can with them by now.
Catherine George: what have you done?
Nicky: After I forwarded that, it does not concern this chat anymore since I cant answer any further questions.
Catherine George: can you see my BJ game logs?
Catherine George: are they there?
Catherine George: what?
Catherine George: where are my game logs/
Catherine George: ?
Nicky: Catherine, I am not discussing the game logs with you right now.
Catherine George: do you see the BJ ones?
Catherine George: are they there or have they been deleted?
Nicky: The activity has been reversed and so were logs.
Catherine George: logs reversed?
Catherine George: yo umean deleted?
Nicky: Between the times we specified
Catherine George: were the video poker logs deleted?
Nicky: The activity between March 15th and March 21st.
Nicky: As stated in the e-mails you received.
Catherine George: nothing about my game logs was stated
Catherine George: stop saying that
Catherine George: now, do you see my video poker logs/
Catherine George: ?
Nicky: Catherine, for the last time, I am not discussing game logs any further for now.
Catherine George: HELLO
Nicky: If you have any questions that we have yet to discuss, I will be more than happy to help as much as I can
Catherine George: CAN YOU SEE MY VIDEO POKER LOGS?
Catherine George: HOW IS THAT NOT RELEVANT?
Catherine George: YOU STOLE MY WINNINGS
Catherine George: NOT ONLY FROM BJ
Catherine George: BUT FROM VP TOO
Catherine George: NOW
Catherine George: YOU HAVE A RIDICULOUS EXCUSE FOR YOUR THEFT OF MY BJ WINNINGS
Catherine George: BUT WHAT ABOUT MY VP WINNINGS
Catherine George: I WON MONEY PLAYING THAT TOO
Catherine George: AND YOU HAVE PROVIDED NO REASON
Catherine George: FOR STEALING WHAT I WON PLAYING VP
Catherine George: HOW IS THIS NOT RELEVANT
Catherine George: PLEASE HELP ME UNDERSTAND!
Nicky: Because I am a customer service representative, I cannot analyze or have every permission to do as you wish. Therefore it is irrelevant at this time, since as I told you, it has been forwarded to the people in charge of this issues.
Nicky: Once we have their reply, we will update you.
Catherine George: I come home from work
Catherine George: only to have to haggle with some scam artist casino
Catherine George: who stole my winnings
Catherine George: jsut give them back and it will be resolved
Nicky: I am sorry you feel this way
Catherine George: quit wasting our time
Catherine George: I FEEL THIS WAY?
Catherine George: IT IS THIS WAY
Catherine George: I PLAYED AT YOUR CASINO
Catherine George: I WAS PROMISED MONEY IF I WON THE GAME
Catherine George: I WON
Catherine George: NOW WHERE IS MY MONEY?
Catherine George: you have not provided satisfactory answeres to any of the 4 questions I posed
Catherine George: of what use are you?
Nicky: I agree it is unfortunate and we never intended the engine to damaged. But it was, and these things happen, we try to minimize the damage and we have credited all accounts with the funds (deposits+bonuses) and sent Amazon.com gift certificates and let players who wanted to cash out to cash out with no pending periods
Nicky: Catherine, I told you at this chat right now you will not receive the answers for you 4 questions for they are currently being investigated.
Nicky: I also told you, that we will contact you once we have the answers.
Nicky: I also told you, 30 minutes ago
Catherine George: How many other players had their winnings revoked?
Nicky: That I do not have any further information at this moment regarding those questions, and nothing more I can do right now. But I have done all that I can to make sure it is being taken care of
Catherine George: Or was I the only targeted one
Nicky: as swiftly and as efficiently as possible.
Catherine George: as you beliveed that being an older woman I would be easy prey?
Nicky: I cannot provide you with this information, but please note it has happened to witll all players who played Blackjack during that time.
Nicky: I have no Idea how old you are Catherine, I have not checked. I provide service to everyone the best I can.
Catherine George: Did it happen with everyone who played video poker too?
Nicky: Depends on the time he played
Nicky: and if he or she were playing Blackjack as well
Catherine George: So if someone played 5 hands of BJ and 200 hands of other games
Catherine George: all winnings were revoked?
Catherine George: I am so angry with you
Catherine George: your casino
Catherine George: how would you feel if someone stole $715 from you?
Nicky: Catherine, honestly I do not want to give any false answer. I do not wish to take this responsibility of telling you something which is incorrect or partially correct and I am sure you would like to receive a straightforward answer and an absolute one. So if you'd like we may go over all questions you have at the moment so we make sure everything is taken care of
Catherine George: what/
Catherine George: ?
Catherine George: now you want to go over the questions I have?
Catherine George: Where are my VP logs?
Nicky: I have written that one down
Nicky: all the four questions you kept repeating earlier, I have them, I would like to know if you have any more
Nicky: So I can make sure I have them all and that all will be answered
Catherine George: who exactly are you forwarding these to?
Nicky: As I said earlier, I follow my department's procedure and forward it to the relevant departments.
Nicky: That is all the information I may provide you about my working procedures.
Catherine George: Please email me a transcript of this conversation
Catherine George: I have sent an email to the watchdog site casinomesiter
Catherine George: concerning this problem
Nicky: You may copy and paste it to a new document
Catherine George: and I will begin posting on its forum
Catherine George: as well as any other gambling forums
Catherine George: no, do me the courtesy of sending me the transcript
Catherine George: as Anna did
Nicky: I will have to ask if I may do so, and that would make the process even longer.
Catherine George: no you don't
Catherine George: Anna did it immediately
Nicky: So if you wish to have it at this moment you may copy it, otherwise it will have to wait.
Catherine George: send it now
Nicky: You may wait online while I check.
Catherine George: I want to make sure it is evident that you sent me the transript
Catherine George: hello?
Catherine George: have you sent the transcript?
Nicky: Please hold while I send you this conversation by mail.

Please note, I will personally make sure all of the questions you raised during our chat will be forwarded immediately to the right department as soon as we finish our chat and will be thoroughly investigated so we may proivde you with the answers as soon as possible.

Sincerely,

Nicky
Customer Service Team
service@winner.com
www.Winner.com

**Pinababy69** · 29th March 2006, 02:53 AM

Hi Katty, I understand that you are upset, anyone would be. However, Schankwart posted a link to the ongoing complaint thread relevant to this casino one post above yours, not sure if you saw it. There is a ten page thread in the Complaints forum regarding Winner Casino. And just my own opinion, but it really isn't necessary to post that long chat transcript on the board here. You should add your complaint to the existing thread in the other forum, and make sure that the Casinomeister has all your details so that he can add your complaint to the list of others. Just a suggestion. Welcome to the forum by the way!!

**JohnGalt** · 29th March 2006, 05:59 AM

Honestly, I think Anna should win an award for best customer support. She was really gracious and helpful under fire. The CS obviously doesn't know what's going on. You should have taken her up on her offer to send you to a manager. What point is there in spending 30 minutes haranguing a poor CS person when you could be haranguing a manager who at least might be able to help you?

**jetset** · 29th March 2006, 08:08 AM

Originally Posted by Pinababy69

Hi Katty, I understand that you are upset, anyone would be. However, Schankwart posted a link to the ongoing complaint thread relevant to this casino one post above yours, not sure if you saw it. There is a ten page thread in the Complaints forum regarding Winner Casino. And just my own opinion, but it really isn't necessary to post that long chat transcript on the board here. You should add your complaint to the existing thread in the other forum, and make sure that the Casinomeister has all your details so that he can add your complaint to the list of others. Just a suggestion. Welcome to the forum by the way!!

Welcome to the forum, Katty! The above is good advice. This dispute is not going to go away and your input adds to that of other aggrieved players.

In fact, Bryan would it not be a good idea to move this to the main thread on this disgraceful issue. It has useful information and indications of the attitude at Winners Casino management and would be valuable there?

**jetset** · 29th March 2006, 08:15 AM

QUOTE: I had a problem like this at the past.I deposited 100$ and play bj.And I made more than 2k. I played 10$ each hand and I saw that I won 24 hands in same row.Then software begun crazy and there were 8 software on the screen.I saw there is a problem but continue to play .I lost all my hands and drop about 1k.Then closed software and install it again.I again made more than 1500$ and again same problem occur.I continued to play with all my money and lost all of them.

I thought ''there is a problem with software.I can win 100k today or lost all of them.'' : ) so continued to play and lost.

It was exciting. UNQUOTE

Holy S***, senolcemrem - You clearly enjoy living on the edge!

Was this experience at Winner's Casino, too? If so, what did they say about it? If not Winners, then maybe you should let us know where it occurred - this is obviously a software to be avoided!