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New casino great service Winstar (Uk).

Discussion in 'Online Casinos' started by Keith Addy, Jan 5, 2018.

    Jan 5, 2018
  1. Keith Addy

    Keith Addy Full Member MM PABnonaccred

    Occupation:
    it engineer
    Location:
    edinburgh
    I normally come on here to complain about casinos.
    This time i wish to report good service and hope that this casino gets the full Casinomesiter approval.
    It didn't start out great as I won a small amount of money to be told that I self-excluded at Moneygaming a sister site and no winnings are coming my way. I am careful these days with SE and didn't read anything in the terms regarding this.
    I sent them a reply stating the terms did not mention the sister site.
    They were over helpful after this and also sent my withdrawal through that day and apologied for the situation.
    Not only that they came back to me later and gave me a nice sum to spend as an apology.
    Which i went on to win more money a tidy sum. They email me asking how I am, that they will expedite the new withdrawal 3 of them. I been blown away by there service.The casino has Konami slots a first I believe for the uk and were not too bad.I liked the IGT slots, to be honest.The service via email is very prompt and proactive and money is good also :).
     
  2. Jan 5, 2018
  3. frogrest22

    frogrest22 Full Member PABnononaccred2 PABnoaccred

    Occupation:
    Engineer
    Location:
    Scotland
    I have had a different experience....

    I have a Moneygaming account which has a lapsed SE that ended in 2013. Before opening the Winstar account I requested my Moneygaming account be reopened with chat support and they had sent the request to the "technical team" to open the account.

    I then went on to open an account at Winstar, requested a withdrawal and sent in my ID docs for account verification via email. In response to the email they stated that my WinStar account had been suspended due to the SE at Moneygaming and my deposit returned; however, i could contact them again if i want my Moneygaming account reopened! :confused:

    I have emailed their support in response to this email and will update the forum when I have a response.
     
  4. Jan 5, 2018
  5. Boris85

    Boris85 Full Member

    Location:
    UK

    I’m a bit confused here ...

    They’ve given you a “nice sum to spend as an apology” after finding out that you was self excluded from their sister site ?
     
  6. Jan 6, 2018
  7. Keith Addy

    Keith Addy Full Member MM PABnonaccred

    Occupation:
    it engineer
    Location:
    edinburgh
    Hi Boris,
    Yeah good point let me try and clarify . The issue was I self-excluded from Moneygaming about 4 years ago in actual terms my SE was actually finished in those days SE was just easier to use than close.
    I joined this site making sure I had no problems with past casinos and it was a new license and has a Konami slots so all good.After few sessions, i was up 400 quid the next day they told me that they were not going to pay me because of the previous account with Money gaming.
    I explained the journey i took and reading full terms there should be no issues.
    After a few email back and forth they really shined and went out there way to help me as a customer. Pushing withdrawals quickly for me and going over the responsible gaming conditions in a professional manner.Which I made the point that I have no issues with SE especially when you can deposit limit these days.
    then a few days later they gave me a £100 in the bonus with little playthrough as an apology for the previous email about not paying. then i went on to win 3 times more from that freebie so I am over the moon. They went on to push my withdrawals quickly.
    I just think they deserve a props for what they did for me. I dont want to make it a SE sensitive story as it was not like that.
     
    ed skull murphy likes this.
  8. Jan 6, 2018
  9. Nicola

    Nicola Casino Affiliate MM mm1 webmeister

    Occupation:
    Web Developer
    Location:
    Green Park, London
    MoneyGaming will be closing shortly and all accounts will be migrated to WinStar. Existing exclusions will remain and cannot be be removed unless they have lapsed.

    Decent site yes, but just one of at least 20 Konami sites launching to UK and Europe this quarter.
     
  10. Jan 6, 2018
  11. frogrest22

    frogrest22 Full Member PABnononaccred2 PABnoaccred

    Occupation:
    Engineer
    Location:
    Scotland
    I am struggling to make any progress with their email support, with them just providing stock responses saying i contact them to request my Moneygaming account be reopened; despite me already doing this before opening my Winstar account.They have failed to address any of my questions in relation to my Winstar account and honouring, in my opinion, legitimate winnings.

    So at this stage i am facing a completely different experience to Keith Addy, in which to me seems to be a very similar scenario.

    I will keep you updated.
     
  12. Jan 6, 2018
  13. Keith Addy

    Keith Addy Full Member MM PABnonaccred

    Occupation:
    it engineer
    Location:
    edinburgh
    I think you're referring to Moneygaming. Maybe Winstar support can help you at Winstar World <contact@winstar.com> ask for Luke as hes been brilliant.
     
  14. Jan 6, 2018
  15. frogrest22

    frogrest22 Full Member PABnononaccred2 PABnoaccred

    Occupation:
    Engineer
    Location:
    Scotland
    Thanks Keith, I have been dealing with the Winstar support, with little success.

    They have now told me that my Moneygaming account will be transferred to Winstar as Nicola mentioned earlier.

    If my account is being transferred to Winstar anyway, what is the point in suspending my Winstar account and reopening my Moneygaming account. Why not, reopen my Winstar account and leave the Moneygaming account closed? The only reason i can think of is to deny me my winnings.

    Slightly baffled at what seems to an inconsistent approach to the same issue. I have asked for Luke to review as you suggested; lets see if i make any progress.
     
  16. Jan 7, 2018
  17. Spikie

    Spikie Full Member

    Location:
    Uk
    I think they need to sort out their SEO though, doing a google search for winstar casino shows nothing for them in the first few pages.

    Winstar the slot game shows on the first page, as well as a US land casino.
     
  18. Jan 8, 2018
  19. frogrest22

    frogrest22 Full Member PABnononaccred2 PABnoaccred

    Occupation:
    Engineer
    Location:
    Scotland
    Today Luke, Head of Customer Services for GAN PLC, contacted me and the issue has been resolved with my account reopened and withdrawal processed. Unfortunately i wasn't lucky enough to get anything as way of an apology, but happy with a positive resolution nonetheless.

    I have to say that Luke's explanation on what happened made absolute sense and clarified matters. With responsible gaming and licencing issues to consider, their support always errs on the side of caution; however, if it had not been for me pursuing the matter and specifically asking for Luke, it may not have ended in a positive outcome.

    Despite this issue, with the limited time I spent playing, i have no major issues with the site. Give them a whirl, especially if you fancy some Konami games.
     

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