Resolved winner casino - refusing to credit cashback

  • Thread starter Deleted member 25408
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Deleted member 25408

Guest
Hello,

I wanted to see if anyone here has had any issues with Winner Casino. I'll describe my issue and I hope any of you can give me any advice here

I got an email on the 3rd of june from Winner Casino, inviting me to participate in a cashback promotion they had where 40% of my net losses would be refunded in cashback.

I played over the period of the cashback promotion and I had net losses of 400 pounds. I then got an email on the 7th of June, the day after the promotion ended, saying '£160 has been placed into your account as part of our cash back promotion.'

I checked my account the next day and there was no cashback in the account. so I emailed customer services and they told me that:

' We have checked the promotion that you have sent and we would like to advise you that this promotion is not valid.'

I thought they may have misunderstood, and explained that the promotion was one that had run last week. I even also forwarded to them the email that I received from them inviting me to the promotion showing them that it was clearly valid because they invited me to it in the first place!

They then replied saying: 'We have checked this promotion and we regret to inform you that you are not eligible for this bonus.'

I'm quite unhappy about this because this is tantamount to lying to me and not at all honouring the spirit of their promotion. If they email me inviting me to a promotion then they shouldn't later say 'oh well you're not actually eligible for it', dont invite me in the first place. And if I think I'm going to get 40% of my losses back then I'm obviously going to be more relaxed about losing a larger amount. Now I have to deal with a 400 pound loss when I was only expecting a 240 pound loss :(

Any advice would be much appreciated!
 

Nifty29

Dormant account
Joined
Jun 20, 2001
Location
Turn right, then right. then right again
Hello,

I wanted to see if anyone here has had any issues with Winner Casino. I'll describe my issue and I hope any of you can give me any advice here

I got an email on the 3rd of june from Winner Casino, inviting me to participate in a cashback promotion they had where 40% of my net losses would be refunded in cashback.

I played over the period of the cashback promotion and I had net losses of 400 pounds. I then got an email on the 7th of June, the day after the promotion ended, saying '£160 has been placed into your account as part of our cash back promotion.'

I checked my account the next day and there was no cashback in the account. so I emailed customer services and they told me that:

' We have checked the promotion that you have sent and we would like to advise you that this promotion is not valid.'

I thought they may have misunderstood, and explained that the promotion was one that had run last week. I even also forwarded to them the email that I received from them inviting me to the promotion showing them that it was clearly valid because they invited me to it in the first place!

They then replied saying: 'We have checked this promotion and we regret to inform you that you are not eligible for this bonus.'

I'm quite unhappy about this because this is tantamount to lying to me and not at all honouring the spirit of their promotion. If they email me inviting me to a promotion then they shouldn't later say 'oh well you're not actually eligible for it', dont invite me in the first place. And if I think I'm going to get 40% of my losses back then I'm obviously going to be more relaxed about losing a larger amount. Now I have to deal with a 400 pound loss when I was only expecting a 240 pound loss :(

Any advice would be much appreciated!

Have you looked for a Winner Casino rep at CM and, if so, PM'ed them about the issue?

If this doesn't pan out, then a PAB is warranted here.

I can't see how they can say you are not eligible when they sent you an email telling you they had placed the cashback in your account...?? Sounds like it could be mindless support drones not actually understanding what you are saying, which seems to be a more and more common occurence these days.
 

asadzareef89

Meister Member
MM
Joined
Feb 13, 2013
Location
United Kingdom
Have you looked for a Winner Casino rep at CM and, if so, PM'ed them about the issue?

If this doesn't pan out, then a PAB is warranted here.

I can't see how they can say you are not eligible when they sent you an email telling you they had placed the cashback in your account...?? Sounds like it could be mindless support drones not actually understanding what you are saying, which seems to be a more and more common occurence these days.

Great advise there nifty, just to add you could ring up their phone number (if they have one) and talk on there as it will be quick and you might be able to explain your situation better. If still not sorted then no one can given you better advise than nifty
 
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Deleted member 25408

Guest
Thank you both! I don't know how to 'thank' your posts but if I did I would (can't seem to see a button nearby for it!). I've PMed the rep on this forum and i'll wait a bit for a reply. I agree nifty that it is very weird to actually notify me of the cashback then tell me I can't have it.

I'm under the assumption that if I PAB a here then I lose the 'one free PAB' that i'm entitled to, which makes me not want to use it here (what if a casino confiscates a lot more money from me in the future? i'd rather have that option open then you know?)

anyway, thanks :) I hope the rep clears it!
 

mrmark21

Dormant Account
Joined
Nov 13, 2012
Location
australia
Thank you both! I don't know how to 'thank' your posts but if I did I would (can't seem to see a button nearby for it!). I've PMed the rep on this forum and i'll wait a bit for a reply. I agree nifty that it is very weird to actually notify me of the cashback then tell me I can't have it.

I'm under the assumption that if I PAB a here then I lose the 'one free PAB' that i'm entitled to, which makes me not want to use it here (what if a casino confiscates a lot more money from me in the future? i'd rather have that option open then you know?)

anyway, thanks :) I hope the rep clears it!

Good luck :)

Back when I had my issue with Winner casino the rep didn't respond to any of my PMs.
 
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Deleted member 25408

Guest
Good luck :)

Back when I had my issue with Winner casino the rep didn't respond to any of my PMs.


I see, I don't have high hopes then. Can I ask whether you got your dispute resolved, and if so, how? Thanks :)
 

Nate

Paleo Meister (means really, really old)
webmeister
CAG
PABinit
Joined
Feb 14, 2007
Location
Cyberspace
Thank you both! I don't know how to 'thank' your posts but if I did I would (can't seem to see a button nearby for it!). I've PMed the rep on this forum and i'll wait a bit for a reply. I agree nifty that it is very weird to actually notify me of the cashback then tell me I can't have it.

I'm under the assumption that if I PAB a here then I lose the 'one free PAB' that i'm entitled to, which makes me not want to use it here (what if a casino confiscates a lot more money from me in the future? i'd rather have that option open then you know?)

anyway, thanks :) I hope the rep clears it!

Sound advice there from Nifty29 - You should be able to thank the posts now that you have reached 10 Posts :)

Nate
 
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Deleted member 25408

Guest
Sound advice there from Nifty29 - You should be able to thank the posts now that you have reached 10 Posts :)

Nate

yup I got it thanks, been thanking everything :D

Yeah after I had a huge rant on this forum ;)

Will do Nifty :)


ah, I'm not great at huge rants :oops: maybe I'll PM the mods in a few days if the rep still hasn't replied.
 
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Deleted member 25408

Guest
It's been about 12 days since I messaged a moderator, with another reminder message sent a few days ago too. And I've had no reply from either the Winner Casino rep, or the moderator - with username 'Casinomeister'. Am I messaging the wrong person here? Tbh I had hoped that the moderator of this forum would at least reply :oops:
 

just play

closed account
Joined
Jan 27, 2006
Location
USA
It's been about 12 days since I messaged a moderator, with another reminder message sent a few days ago too. And I've had no reply from either the Winner Casino rep, or the moderator - with username 'Casinomeister'. Am I messaging the wrong person here? Tbh I had hoped that the moderator of this forum would at least reply :oops:


If "Casinomeister" didn't answer your pms....(maybe it wasn't sent, maybe he didn't get it, a few things can happen) under your post I just quoted you can click the little triangle (if you hover over it with your mouse it says "report post") and it will be sent directly to the mods here.

Just write a short sentence or two explaining why you are "reporting" your post. For instance..."Hi Casinomeister, I sent you a few pms, I was wondering if you received them".

Hope that helps Nish. :)
 

Casinomeister

Forum Cheermeister
Staff member
Joined
Jun 30, 1998
Location
Bierland
Who is this Casinomeister guy? Never responds to shite :p

I was meaning to respond to your PM, but I assumed you were referring to a PAB and I went looking for that, and then I got distracted with something else. Sorry 'bout that. :oops:

Yes, it's true that the Casino Rep's account is dormant - but Max has been in touch with the casino management since last week dealing with another PAB. I'll see if this manager would be willing to take over the dormant account.
 

DepositSpinLose

Dormant account
Joined
May 3, 2010
Location
british columbia
yes of course

the new manager should take this or all non current matters on....it would be a testament of what happened in the past and what was not done and how things have changed for the better. casinos change as we all know...but it should be for the better.
 
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Deleted member 25408

Guest
Wow thanks so much guys! No problems Casinomeister, never meant to doubt you :)

That was very quick contact, I hope to see some response from the manager soon :)
 
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Deleted member 25408

Guest
You could also post on their Facebook page. Companies have a way of fixing things when they get posted on Facebook.

Thanks, this is a good idea, hadn't thought of it. I'll wait a while to see if the manager replies though :)
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
My understanding was that the new manager guy was going to look into this, though I might have misunderstood his intentions.

I'll get in touch with him again, see where things are at.
 
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Deleted member 25408

Guest
My understanding was that the new manager guy was going to look into this, though I might have misunderstood his intentions.

I'll get in touch with him again, see where things are at.


Thanks :)
 
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Deleted member 25408

Guest
Hi,

I still havent heard anything. Is it usual for the casino manager to take so long to comment?

Thanks
 

maxd

PAB (Complaints) Manager
Staff member
Joined
Jan 20, 2004
Location
Saltirelandia
I still havent heard anything. Is it usual for the casino manager to take so long to comment?

Generally no, with these guys (in the past at least) no surprise. My understanding was that the new manager guy was going to look into things. Seems that hasn't happened. :rolleyes: I'll send him a reminder but it's up to him to take action, or not.
 
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Deleted member 25408

Guest
Generally no, with these guys (in the past at least) no surprise. My understanding was that the new manager guy was going to look into things. Seems that hasn't happened. :rolleyes: I'll send him a reminder but it's up to him to take action, or not.

I see. according to the winner casino user profile on this forum there hasnt been a login since the 2nd of July.

Do you have any other ideas for how I can pursue this? I'm pretty angry about this situation - it seems either like a classic 'bait-n-switch' or just very incompetent. At the very least I want to get them some bad rep for this
 

orlandacasino

Dormant account
PABnononaccred
Joined
Feb 1, 2013
Location
Lisboa, Portugal
Well...I was a fan of winner casino, I played there in europe roulette with 10cent bets.
In day 17th I received an email with 20% cashback of my bet losses till 100€ maximum.
I contact support and ask for explanation of that promotion and they said for each lost bet i would receive 20%, till 100€ maximum, i played europe roulette, more than 2000€ bets which loses of lost bets was superior a 500€, so 20%, was more than 100€ for sure, after my play, I contact the support and ask if i already reached the maximum cashback and the answer was positive. but i would receive the money only 48h after the ending of promotion and i cant ask for withdraw before the credit because the promo would be voided. Today, day 22th, already more than 48h, i contacted the support and they dont want to pay me the 100€ of cashback, Now they that i only receive 20% of my deposit and not my lost bets! I ask him if they had logs for watch the other chat and didnt answer me.
In the email says the cashback would be credit after 48h. now the cashback is only paid if balance 0 and without pending withdraw. I repeated the partner's chat and received a 20% of my deposit of that day. Im not happy, i will contact their support tomorow.
I dont know who say the truth , this one or the other one. but the email shows that im right.

"
O Winner Casino tem uma surpresa para ti. Estamos a dar-te um cashback de 20% de até 100€!

Qualquer dia em que recebas um bónus de cashback de 20% é um dia de sorte. Mesmo quando não ganhas, ainda recebes um retorno de 20% da tua aposta perdida .s.

A promoção de cashback tem lugar de 17/07/2013 a 19/07/2013. O pagamento do teu cashback será efetuado 48 horas após o final da promoção.

Por favor, adiciona-nos à tua lista de remetentes seguros para garantir que nunca perdes promoções excelentes e continua a consultar o teu e-mail para mais ofertas exclusivas do Winner Casino. "

That 's the portuguese version, i will now translate via google

"Winner Casino has a surprise for you. We are giving you a cashback of 20% up to 100 €!

Any day that you receive a bonus of 20% cashback is a lucky day. Even when you do not win, yet you get a 20% return of your lost bet. S.

The cashback promotion takes place from 07.17.2013 to 07.19.2013. The payment of your cashback will be made 48 hours after the end of the promotion.

Please add us to your safe senders list to ensure you never lose great deals and continues to consult your e-mail for more exclusive offers Winner Casino."

Any help? and sorry for my bad english but is my second language.
 
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