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Help with Winner.com Withdrawal

Discussion in 'Casino Complaints - Non-Bonus Issues' started by ollylucas, Sep 15, 2014.

    Sep 15, 2014
  1. ollylucas

    ollylucas Dormant account

    Occupation:
    SEO
    Location:
    Durham, UK
    Hi Guys,

    So far from what I've read - Winner.com should've been avoided.

    However, I went on to place a few bets and play blackjack on their site and ended up winning around £6,000. My account balance was £12,000 - when i contacted someone via Chat to have the account self excluded, since i didn't want to risk losing such a big amount of money. Whilst i was online with the chat person, i checked whether the account was closed, i tried logging in and i couldn't so i was happy with that.

    Then i receive an email stating that my account had been ID verified and that the withdrawal of the full account balance of £12,000 would be refunded back to the card i used to make the deposit, once they have processed it.

    Which is pretty standard with all casinos.

    Now, the next time i email them, they have no recollection of my account having a balance of £12,000 - simply a new balance of £2,500 - which i haven't got a clue where it came from. Saying that, i played a few games of blackjack and the mobile crashed when i was playing, and when i restarted the game, the game had gone, so whether that is it, i don't know, but i doubt it.

    I've been emailing them since the 10th regarding this £12,000 and spoke with a manager called Jade - who said all she can do is ask the finance department to check in to it with urgency.

    What i need to know, is do you think i will ever get this money? genuine issue on their side? or are they fobbing me off and i will never see a penny of this - if so, what can i do - as i already have asked the police to come and see me, as i feel they have stole this money, especially when i have emails and chat transcripts showing the balances etc.

    Thanks for your time reading this.
     
  2. Sep 15, 2014
  3. asadzareef89

    asadzareef89 Meister Member MM

    Occupation:
    Admin Asst
    Location:
    United Kingdom
    I don't know how you would make bets if ur account was closed on mobile or elsewhere?

    I don't think CM would be able to help much but you can Pitch-A-Bitch and see if they can get an answer for you but migh not be able to as they are on not recommended list and you have also threatened them with legal action

    I feel this post only shows one side of the story with the main aim being threatening the casino that you have ''called police''
     
  4. Sep 15, 2014
  5. ollylucas

    ollylucas Dormant account

    Occupation:
    SEO
    Location:
    Durham, UK
    Exactly - if my account has been closed - how can a balance go from £12,000 to £2,500??

    If my account was open and I had access to it - then yes, the money could go - but the fact it was closed, is closed now and that my account balance sits at £2,500 is very odd.

    My main aim of this post - is to find out if i have any means of getting the original balance money refunded, what help could i get, or is it down to myself to try and get this money back.

    and yes, in my eyes, they have stole this money since they are saying it has now gone - it just doesn't make sense!
     
  6. Sep 15, 2014
  7. spoton

    spoton Senior Member webmeister

    Occupation:
    Student
    Location:
    Right behind you
    I find it a bit hard to believe that a casino would try to rip someone off with empetying their account. There is bound to be alot of digital traces, and it would be far better for a site wanting to take winnings from someone making up a story about some TOS-breakage.

    Doubt Max can help you here if they can't even find the funds, but I guess it might be worth a try. Would be good if you had some real proof, like playlogs or so though.
     
  8. Sep 15, 2014
  9. bigjohn

    bigjohn Meister Member MM PABnoaccred

    Occupation:
    Swimming Pool Serviceman
    Location:
    Northeast Coastal USA
    See the Casinomeister FAQ for how to post complaints here; http://www.casinomeister.com/forums/faq.php?faq=forumrules#faq_posting_complaints.

    This is the page for the rep. of Winner Casino; http://www.casinomeister.com/forums/member.php?u=24899, send them a PM and give them time to respond.
     
    4 people like this.
  10. Sep 15, 2014
  11. ollylucas

    ollylucas Dormant account

    Occupation:
    SEO
    Location:
    Durham, UK
    This is an email from them, highlighting my position, which is correct. However, if i call them up now, they have no recollection of the £12,000 and i now have a balance of £2,500? Can you please explain how that can be the case, especially after receiving an email like this below?



    Thank you for contacting Sports Customer Service.

    We are writing you this email regarding your account closure related concern.

    We would like to inform you that as we have checked your account properly you have requested to close your account due to gambling issues.

    Please be informed that your account has been closed successfully and no option to reopen until the 6 months period is over as part of our responsible gambling procedure.

    We would also like to inform you that we have received and accepted the copy of your document and we have successfully verified your account.

    We have forwarded as well your withdrawal request for your remaining funds amounting to £12,000.00 to our financial department and return the funds to your VISA card ending in xxxx.

    Please be advise that your withdrawal request is subject for approval and validation from our financial department within 2 business days (excluding Saturday and Sunday). And once your withdrawal has been approved in our end it will then take within 7-14 business days for the funds to be transferred back to your bank account.

    Your patience and understanding is very much appreciated.

    Thank you.
     
    1 person likes this.
  12. Sep 15, 2014
  13. ollylucas

    ollylucas Dormant account

    Occupation:
    SEO
    Location:
    Durham, UK
  14. Sep 15, 2014
  15. rena35

    rena35 Senior Member

    Occupation:
    writing/poetry
    Location:
    cyber space
    This may be redundant but research a casino before depositing and playing. It would help a whole lot. PAB is my advice.
     
  16. Sep 15, 2014
  17. ollylucas

    ollylucas Dormant account

    Occupation:
    SEO
    Location:
    Durham, UK
    Yeah definitely - pretty disappointing that in this day and age we have online casinos like this still.

    I'm hoping its a technical error and i will retract anything derogatory towards the casino, but from the comments of others, it's looking unlikely.
     
    1 person likes this.
  18. Sep 15, 2014
  19. bigjohn

    bigjohn Meister Member MM PABnoaccred

    Occupation:
    Swimming Pool Serviceman
    Location:
    Northeast Coastal USA
    Please, read the FAQ also, particularly the part I referred to but I would also recommend reading the entire FAQ to any new member before posting further.
     
    2 people like this.
  20. Sep 16, 2014
  21. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    Location:
    Bierland
    1 person likes this.
  22. Sep 16, 2014
  23. chayton

    chayton aka LooHoo CAG PABnonaccred webmeister

    Occupation:
    Freelance Designer
    Location:
    Edmonton Canada
    The OP didn't mention their original deposit amount or whether they claimed a bonus, but to me it seems like the casino may have cancelled the winnings and maybe refunded the player's deposit?

    (Don't bother answering OP especially if you want to PAB per BigJohn's suggestion)
     
  24. Sep 16, 2014
  25. vinylweatherman

    vinylweatherman You type well loads CAG MM

    Occupation:
    STILL At Leisure
    Location:
    United Kingdom
    A good starting point would be the play logs. This will show whether the balance reached £12,000, and why it ended up at £2500 at the time of closure. It will also show any "manager adjustments" that were applied.

    If the casino has nothing to hide, it will gladly supply the gaming and transaction logs on request.

    The situation will only become clear when the refund of the remaining balance hits the credit card.

    If they agree to cooperate with the PAB, then Max will get to the bottom of things.

    The police won't do much more than issue a crime report number, and they may even say it's a civil matter, not a criminal one, as there is no evidence of actual theft, merely a dispute regarding a closing balance.

    Issues with online casino tend to be referred to an arbitrator (of which the PAB service is an example). Failing resolution, it is usually regarded as a civil matter.

    Asking for an exclusion due to "a gambling problem" can cause all kinds of problems if there are winnings still in transit. It is best to self manage the temptation until the winnings are received, and only when received, set an exclusion for 6 months to prevent you from losing it back.

    A dodgy casino will be tempted to use "gambling problem" as an excuse to void play and return the deposit, especially when this is to their advantage.


    Now, as you are in the UK, it's worth mentioning that for UK players, we are in a period of uncertainty and volatility due to impending new rules from 1st October. Many casinos are leaving the UK market, and often with little or no notice to UK players. As well as looking for accredited casinos, look also for those that have announced they have applied for a UK licence to accept UK players from next month.

    It's quite possible that Winner.com are about to ditch UK players, so are not going to care about giving UK players a good impression.

    From next month, it should be easy to spot a UK friendly casino because it must display the UKGC seal that links to it's UK licence on it's website. Until this is implemented, it is hard to determine which casinos are leaving or staying.
     
    2 people like this.
  26. Sep 16, 2014
  27. stokes

    stokes Experienced Greenhorn

    Occupation:
    Engineer
    Location:
    Springfield
    I think they have already paid that 9 500 GBP, that is why it was removed from your balance.
    They have a weekly withdrawal limit 10 000 GBP for UK residents and 9 000 for non uk residents.

    (i) For United Kingdom residents:
    -Upon receipt of a withdrawal request a maximum of £10,000 will be processed after 4 business days.

    (i) For non UK residents:
    At present, the maximum amount (the "Maximum") is set at 9000 GBP, USD, EUR, AUD or 50,000 SEK, NOK, ZAR, in any 30 days period.


    I am not quite sure why it was 9 500 in your case. Didn't you have a withdrawal for 500 GBP earlier this week?
     
    1 person likes this.
  28. Sep 16, 2014
  29. stokes

    stokes Experienced Greenhorn

    Occupation:
    Engineer
    Location:
    Springfield
    2 people like this.
  30. Sep 17, 2014
  31. ollylucas

    ollylucas Dormant account

    Occupation:
    SEO
    Location:
    Durham, UK
    Hi Guys - just a brief update - Winner have suddenly said that there was an issue on this at there end why the balance was showing an incorrect amount.

    So my balance is now £12,000.

    However, they are claiming that they are having an issue with refunding the payment back to me - they are claiming it is a very rare issue and I'm the only person they can't manually refund the money to.

    Their customer service department have said their technical department are the only people who can do it and they can't give me anymore than this.

    I've never heard such bulls^%t in all my life! it's been 7 days since this started and I'm in no better position other than my account having £12,000 in.
     
  32. Sep 17, 2014
  33. ollylucas

    ollylucas Dormant account

    Occupation:
    SEO
    Location:
    Durham, UK
  34. Sep 17, 2014
  35. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    Remain calm - this group has a habit of slow paying and has a bad reputation everywhere. Expect to be asked for notarised documents to be sent to their Phillipines addy, and make sure it is recorded delivery with FEDEX or whoever so they can't deny receipt (they may still try according to some reports). Also expect them to "send a check" that never arrives, and then actually send it the second time. It's all stalling tactics but they eventually pay, just hold your ground and keep cool. They are not recommended here and most other places online for a reason, but it doesn't mean they don't pay: they just give you every chance to drop it back and then some.

    Also concurr with VL - if you have winnings in a casino for Gods sake don't exclude yourself before receiving them - IRL you wouldn't point a loaded gun at yourself.. online you don't give casinos an easy reason not to pay!
     
    2 people like this.
  36. Sep 17, 2014
  37. ollylucas

    ollylucas Dormant account

    Occupation:
    SEO
    Location:
    Durham, UK
    Hi,

    I have already had an email stating the email document of my driving licence was sufficient and this is purely down to a technical issue that is preventing them from issuing the withdrawal back to my original card.

    I wouldn't have self excluded myself if that was going to be the case.

    Surely this can't prevent them from refunding the money?

    So are you confident they will refund it? just i may have to wait a while? Surely this shouldn't be allowed.
     
  38. Sep 17, 2014
  39. slottymcslot

    slottymcslot Experienced Member PABaccred2

    Occupation:
    I work
    Location:
    UK
    I think anyone on here with any experience/knowledge of online casinos, from the casual gamer all the way upto Bryan and Max would tell you for 12k Winner are going to make this very difficult for you, regardless of whatever they've said thus far. They've already given you the bullshit "technical issue" of refunding to your card (no technical issues when you deposit, is there? Funny how that works) - that's handy since it would be a very quick way to give you your money - how about they send it to skrill/neteller or something? You'll likely get the same song and dance, it's slow pay stalling tactics.

    They will send you a check at best, at the 2nd time of saying they sent it, and it'll take 20-30 business days for it to arrive via the slowest mail from the Phillipines. Don't worry, at any point in time you'll be able to instantly reverse your withdrawal online if you feel like playing again (sarcasm) - except in your case you have excluded yourself, hence giving them free information that you're not going to be dropping anything back to them and thus, giving them more incentive to make things difficult.

    You're going to have to wait, and far more diplomatically than you are doing currently. I know that sounds harsh, but it's just the situation you're in.
     
    4 people like this.

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