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$500 Bonus at Winward Not Credited

Discussion in 'Casino Complaints - Bonus Issues' started by aka23, Sep 30, 2006.

    Sep 30, 2006
  1. aka23

    aka23 Dormant account

    Occupation:
    Technical
    Location:
    Planet Earth
    Winward Casino offered a 100% match bonus for $500 deposits on Labor Day -- September 4th. This offer is very similar to the sign up bonus and described at You must register/login in order to see the link. . The T&C says that you must contact a specific person to receive the bonus. Prior to completing the wagering, he confirmed that he would credit the bonus. He has stopped replying to mey emails and has not credited the bonus. Support confirms that I have met the wagering, but he is the only one who can give me the bonus. Some email and support chat quotes are below:


    --Him--
    "Thank you very much for your email.� You are correct Baccarat and some Video Poker games do not count towards the Bonus.� Those are being added to our page as we speak. �In regards to up to $1,000 it should read just that.�� You can get up to $1,000 in bonus.�

    We will be crediting all bonuses tomorrow or later tonight including yours.� I thank you for your email and I will personally add a small bonus to your account for your help."


    --Me--
    "...I expected the bonus to be listed an an unqualified bonus in my account, and become qualified after I met requirement #4. I've been waiting for the unqualified bonuses to appear in my profile before I begin playing. So if I begin playing now, I will get the bonus, after I meet requirement #4?"


    --Him--
    "Once you meet those requirements listed below, the money will appear in your account. I will personally look at this for you.

    Any questions you can email me anytime."


    --Me on Septmeber 7th--
    "I appreciate the help. I believe that I have wagered over $10,000 now ( $500x20 = $10,000)... I didn't see the $500 bonus in my account. Is it credited automatically?"

    --Me on Septmeber 9th--
    "Hi. It seems I've grown spoiled by your quick responses to my emails. :) It makes me wonder if there is a problem, if I go a couple days without a response. I didn't receive a response to the email below I sent on Thursday about completing the wagering requirements for the labor day bonus. Was there a problem?"

    --Him on September 9th--
    "Nolan.� Sorry out of the office until mid Day Monday.

    I have no access until then.

    Ill for sure respond, credit or whatever is needed on Monday."


    --Me on September 12th --
    "Hi. I don't mean to be a pest, but I have not heard back from you yet about the labor day bonus. Recall that I believe I have met the 500x20=$10,000 wagering requirement, but did not receive a bonus."

    --Me on September 15th--
    "Hi. I'd like to check on the bonus again. Its been a week since I first mentioned meeting the wagering requirements..."

    --Me on September 26th--
    "...I'd like to get some information about the status of my labor day bonus. Recall that I believe I completed the wagering and was not credited the bonus."

    --Chat with support on September 29th--
    "you: I'm having some issues with the labor day bonus.
    Andrea: Which issue are you having?
    you: I believe I met the wagering and did not receive the bonus.
    Andrea: Ok, let me check
    Andrea: Please hold one moment.
    Andrea: Thank you for holding
    Andrea: Yes, you already met the wagering criteria
    Andrea: Did you sent an e-mail to: This email is not visible to you.?
    you: I've emailed him several times over the past few weeks.
    you: I did not get a response since completing the wagering.
    Andrea: Ok, I need to check with my manager if I can credit the promotion
    Andrea: Do you mind to hold on one moment?
    you: I appreciate that.
    you: No problem
    Andrea: I just talked with Mario and he told me he was about to answer your e-mail
    Andrea: You will get a response in the next hour
    you: Great, thanks!
    Andrea: You're very welcome.
    Andrea: Have a nice day
    you: You too.
    Andrea: Thank you "

    It should come as no surprise that he did not answer my email as stated in the chat above.
     
  2. Oct 1, 2006
  3. AussieDave

    AussieDave Dodgy whacko backstabber

    Occupation:
    Gaming SEO Specialist & Casino Webmaster
    Location:
    Australia
    Did you get this offer via email? Or was it posted to the web site?

    If you got it via email, did you keep a copy?

    Do you have a saved copy of the T&C's for this exact bonus offer?

    Looks like Mario's duped the bonus on you :eek:

    I'd be PAB...Unless you can find an aff rep under http://www.casinomeister.com/forums/showgroups.php



    Cheers
     
  4. Oct 1, 2006
  5. aka23

    aka23 Dormant account

    Occupation:
    Technical
    Location:
    Planet Earth
    The T&C is still on the website at You must register/login in order to see the link. . I also received this offer by email in the Newsletter.

    I don't see a support rep. I will PAB if I do not hear back by Monday.
     
  6. Oct 1, 2006
  7. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    Mario

    "Mario" is the guy who does these special bonuses. I stopped playing there after a withdrawal went missing (only a tiny one), and all e-mails were ignored.
    I believe someone on this forum has a contact at Winward (Jetset I think), who may be able to find out what the problem is. I got my stuck withdrawal in the end, but the poor service, along with some negative feedback on here, convinced me to not continue to play there (I had already removed the software as it became really slow after their upgrade).

    The chat sessions really do not look good for this casino, and give the impression they do not want to credit this bonus and are trying to get you to keep playing in a vain hope of seeing it kick in. Eventually, you will lose everything and may still not see the bonus.

    Some sites list Winward as "on probation" having been rogued by them in the past.
     
  8. Oct 2, 2006
  9. aka23

    aka23 Dormant account

    Occupation:
    Technical
    Location:
    Planet Earth
    I received an email from the Customer Support Manager today. He claims that blackjack is not allowed, so my wagers are not valid and referred me to the page linked above.

    I am absolutely 100% certain that the page that blackjack was NOT on the list of invalid games on that page when I made my deposit on September 4th. Mario and I discussed the allowed games listed on that page prior to me beginning. It used to say only "craps and roulette", so I asked if bacarrat was not allowed as well. In the email I quoted above, he said baccarat and video poker are not allowed, and he is updating the page as we speak. That makes the list roulette, craps, baccarat, and video poker. Blackjack was most definitely allowed. I would not be at all surprised if they updated the page shortly before sending that email... weeks after the promotion began.
     

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