Problem at Winward casino

[kotapuma]

About 12 days ago I registered with Winward Casino as it was advertised as a Mac friendly casino(as Mac users will know there are not many casinos we can play at). I made a deposit of $100USD. Unfortunately when I tried to load the flash play my system would not accept it. I went on there live help line and was assisted by a very helpful operater. I tried all he reccomended(downloading flash players, new browsers etc) but nothing would work. I became frustrated and decided it was easier to withdraw my deposit and play at another casino. I asked if I could do this and it was agreed. I went through the withdrawal process and was given a sucessful transaction number. After around 5 days I made live contact again to see how long it was going to take to get the money back in my Neteller account. I was lucky enough to get the same operator who tried to help me before. He told me it should be in my account that day. After waiting a few more days and still no money I contacted live help again. This time I got a different operator and he told me my withdrawal was declined because I did not meet the wagering requirements. I told him how could I when I could not even get a chance to play. This was ignored and he told me to read the terms etc. I even gave him my sucessful transaction number, but to no avail. Since then I have sent the manager two emails to explain what has happened but have received no replies. I think they are ignboring me and have just buried the problem. I can't phone them as I can not call overseas from my phone line. Has anyone any suggestions? Can you please help me Casinomeister? I know it is not a lot of money and I have been lucky enough to have made a good win since at Intercasino, it's just the unfairness of the situation that upsets me.

[jetset]

I've alerted the top guy at Winward on your problem - let us know here how this pans out as soon as you have been contacted and know what's happening.

[jetset]

Kotapuma, my contact has come back to me on this and will assist in sorting it out.

If you need assistance PM me with your account number and user name and I will pass it on so that an investigation at Winward can commence. Then they'll get back to you direct.

[vinylweatherman]

Jetset,
What is the position with Winward. I have an old account there with some money in it (less than $50), but I cannot log on as the account has "expired".
Although the remedy is to contact support, they are ignoring all E-mails. I am using the E-mail addresses on their website.

I have since heard that they are considered "rogue" in some circles, and that they have thrown out UK players again. Despite this, I am getting all the newsletters.
I cannot play, as the new upgrade they introduced cannot run properly on my PC (It runs unbelievably slow and then crashes). The old version was OK, and played a little like Reef Club and Casino-on-net.

[jetset]

I'm not all that familiar with Winward to be honest, but I do have a senior management contact there who has always been upfront, fair and very helpful in sorting out player problems in my experience.

I'll draw his attention to your problem, if you like and let's see what happens?

I suspect he'll need your user/account no. to look into your case, as he probably won't know who "Vinyl Weatherman" is in a casino operational sense.

[vinylweatherman]

Jetset,
Perhaps this contact could be encouraged to join this forum as a rep for Winward.
My early impression was of a well run operation, and I had no problems with them till last year and the software upgrade. I withdrew all I had as I found it too painful to play at the speed of my PC but never received the money, and never got a reason given, and all E-mails were ignored. I sent three to 2 different addresses from the website. I could not log onto the flash casino as my account was locked!
As I then stopped seeing the newsletters and heard of problems with them I assumed they had gone bust and the website was a case of "the lights are on but noone is in", as is the case with the old "Lucky Chance" casino.
I recently started getting the newsletters again, but I then found that in the meantime they were rumoured to have chucked out all UK players.

I believe I used Vinylweatherman as a nickname at Winward, although I have an account number too. I have found that their processing agents are based in Ireland, which is part of the EU. They only pay on Monday, which is not up to normal casino standards as I now know.

[jetset]

Here's the Winward position on the present situation. The offer stands if you want assistance with this - ball's in your court.

"I would think that the reason he can't log on to the account is the security policy on inactive accounts. A player who has been inactive must call to get a dormant account reactivated. That's for the player's security, too.

"We have an online support ticket system players use when they have issues. We also respond to every email. I am not quite sure why he was not responded to, but I am prepared to investigate once I have his user and account ID info. If he has money in his account, please have him email you his player ID and I will assist him personally once I have looked into the complaint.

"Also kindly alert this player that we recently went through an upgrade. He is the first person we have heard of having a problem and I therefore need to look into this, too. BTW we also offer a Flash-based system for players who don't want to bother downloading."

[ergopro]

Vinyl...just ask support to activate your account...it's deactivated if you don't login there within evry 30days, I think.
They opened mine in just few minutes after asking about it in Live chat.

[vinylweatherman]

With help from the contact Jetset has, my account has been looked at and $50 was found dormant. I forwarded my details through Jetset and I was paid in full later in the day. (Winward always paid on Mondays from my recollection).
As the problem with the software makes play tedious, I am being removed from the books now I have the money.
I had seen some worrying postings about a fresh bar on players from the UK, but Jetset has not found this to have any substance.
Anyone who finds that the communication path with Winward has broken down should ask Jetset for assistance, it has been most effective for me, even though the amount involved was small.
After my run-in with Casino Rewards when I first started to play, my views have always been pessimistic when I find things going wrong that really shouldn't.

[kotapuma]

Just want to let you all know that Winward Casino and Meister member JET sorted out my problem. My money has been deposited back into my neteller account. I can't believe how this only took a few days to acomplish. Many thanks to Meister member JET, he obviously knows people in the right places and also thanks to the management at Winward casino for being so helpful. It certainly pays to be a member of this forum, what a great support system we all have.

Good Luck all members.
kotapuma