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Resolved winner casino - refusing to credit cashback

Discussion in 'Casino Complaints - Bonus Issues' started by nish81, Jun 13, 2013.

    Jun 13, 2013
  1. nish81

    nish81 Newbie member

    Occupation:
    prefer not to answer
    Location:
    United Kingdom
    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!
     
  2. Jun 13, 2013
  3. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    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.
     
    1 person likes this.
  4. Jun 13, 2013
  5. asadzareef89

    asadzareef89 Meister Member MM

    Occupation:
    Admin Asst
    Location:
    United Kingdom
    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
     
    2 people like this.
  6. Jun 15, 2013
  7. nish81

    nish81 Newbie member

    Occupation:
    prefer not to answer
    Location:
    United Kingdom
    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!
     
  8. Jun 15, 2013
  9. mrmark21

    mrmark21 Meister Member

    Occupation:
    Telecommunications Consultant
    Location:
    australia
    Good luck :)

    Back when I had my issue with Winner casino the rep didn't respond to any of my PMs.
     
    2 people like this.
  10. Jun 15, 2013
  11. nish81

    nish81 Newbie member

    Occupation:
    prefer not to answer
    Location:
    United Kingdom

    I see, I don't have high hopes then. Can I ask whether you got your dispute resolved, and if so, how? Thanks :)
     
  12. Jun 15, 2013
  13. Nifty29

    Nifty29 Dormant account

    Occupation:
    PAID CASINO SHILL
    Location:
    Turn right, then right. then right again
    Not good enough.

    You should inform the mods Mark.
     
    2 people like this.
  14. Jun 16, 2013
  15. Nate

    Nate Ueber Meister CAG webmeister

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

    Nate
     
    2 people like this.
  16. Jun 16, 2013
  17. mrmark21

    mrmark21 Meister Member

    Occupation:
    Telecommunications Consultant
    Location:
    australia
    Yeah after I had a huge rant on this forum ;)

    Will do Nifty :)
     
    2 people like this.
  18. Jun 18, 2013
  19. nish81

    nish81 Newbie member

    Occupation:
    prefer not to answer
    Location:
    United Kingdom
    yup I got it thanks, been thanking everything :D


    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.
     
  20. Jun 20, 2013
  21. nish81

    nish81 Newbie member

    Occupation:
    prefer not to answer
    Location:
    United Kingdom
  22. Jul 2, 2013
  23. nish81

    nish81 Newbie member

    Occupation:
    prefer not to answer
    Location:
    United Kingdom
    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:
     
  24. Jul 2, 2013
  25. mrmark21

    mrmark21 Meister Member

    Occupation:
    Telecommunications Consultant
    Location:
    australia
    You could also post on their Facebook page. Companies have a way of fixing things when they get posted on Facebook.
     
    1 person likes this.
  26. Jul 2, 2013
  27. just play

    just play closed account

    Occupation:
    Director of Home Operations
    Location:
    USA

    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. :)
     
    1 person likes this.
  28. Jul 2, 2013
  29. Casinomeister

    Casinomeister Forum Cheermeister Staff Member

    Occupation:
    Homemaker
    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.
     
    3 people like this.
  30. Jul 2, 2013
  31. DepositSpinLose

    DepositSpinLose Experienced Member

    Occupation:
    self employed
    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.
     
  32. Jul 2, 2013
  33. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    FYI we've just made contact with a manager at Winner, got him set up to use the rep account, and gave a link to this thread.
     
    1 person likes this.
  34. Jul 2, 2013
  35. nish81

    nish81 Newbie member

    Occupation:
    prefer not to answer
    Location:
    United Kingdom
    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 :)
     
  36. Jul 2, 2013
  37. nish81

    nish81 Newbie member

    Occupation:
    prefer not to answer
    Location:
    United Kingdom
    Thanks, this is a good idea, hadn't thought of it. I'll wait a while to see if the manager replies though :)
     
  38. Jul 9, 2013
  39. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    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.
     
    3 people like this.

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