Resolved winner casino - refusing to credit cashback

[Deleted member 25408]

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]

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]

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

 

[Deleted member 25408]

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]

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.

 

[Deleted member 25408]

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

 

[Nifty29]

Good luck

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

Not good enough.

You should inform the mods Mark.

 

[Nate]

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

 

[mrmark21]

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

Yeah after I had a huge rant on this forum

Will do Nifty

 

[Deleted member 25408]

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

Yeah after I had a huge rant on this forum

Will do Nifty

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

 

[Deleted member 25408]

The rep hasn't replied for over a week, and on their profile - https://www.casinomeister.com/forums/members/ - it says the user was last active in January of this year. So I PMed a moderator and here's hoping they can help!

 

[Deleted member 25408]

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

 

[mrmark21]

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

 

[just play]

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

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.

 

[The Dude]

Who is this Casinomeister guy? Never responds to shite

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.

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]

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.

 

[maxd]

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.

 

[Deleted member 25408]

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

 

[Deleted member 25408]

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]

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.

 

[Deleted member 25408]

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

 

[Deleted member 25408]

Hi,

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

Thanks

 

[maxd]

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. I'll send him a reminder but it's up to him to take action, or not.

 

[Deleted member 25408]

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. 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]

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.

 

[onkel]

It seems to me that with a promo like this it is implied that the cashback will be based on your ending balance (after the promo is over), and not on individual bets. If it wasn't, a player can simply wager on a low variance game to score the full €100 cashback with very little risk..

 

[orlandacasino]

Thats what i did with roulette, played in colums, but before playing, I contacted support and they said that is possible. and I reached the maximum of the cashback. Yesterday they credited 20% of my deposit, 20,80€, today I contacted again and they credited more 100€, i ask for full withdraw, lets wait to see. They only credited me after I told about casino's issues in casinomeister so if I receive the all money, i will be happy with casinomeister

 

[Deleted member 25408]

At least they credited your cashback! They specifically emailed me an invite to the promotion and then didn't credit anything afterwards. if I knew I wasn't getting the cashback I wouldnt have risked so much!

 

[maxd]

Do you have any other ideas for how I can pursue this? I'm pretty angry about this situation…

Can't remember the details of your issue off the top of my head, PAB maybe? That'll get their attention whether they like it or not.

 

[AC7X]

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?)

I thought the rule was that you could PAB as many times as you like against accredited casinos, but that only your first PAB could be against an unaccredited casino?

Fortunately I've never had to PAB so I'm not 100% sure.

 

[orlandacasino]

Winner casino payed me the 100€ that I deserved and payed me more the 20€.
I withdraw every money there and stop to play there for a while.

 

[Deleted member 25408]

Can't remember the details of your issue off the top of my head, PAB maybe? That'll get their attention whether they like it or not.

Thanks for the advice - unfortunately I didn't want to waste my PAB against a non-accredited casino since it's just £160 at risk - one day I might need it for a 4 figure sum. I realise there's not much you can formally do without a PAB but I was hoping that posting about it on such a wide-read forum might bring it to their attention. I guess not - maybe I'll take it to other forums

The details of my issue - in a nutshell, winner casino emailed me an invite to a 40% cashback, I took part and had a £400 net loss, and then they refused to pay out the cashback telling me i wasn't eligible, despite having invited me by email.

I thought the rule was that you could PAB as many times as you like against accredited casinos, but that only your first PAB could be against an unaccredited casino?

Fortunately I've never had to PAB so I'm not 100% sure.

I think that's how it works - but as far as i can tell, winner casino isn't accredited right?

 

[maxd]

I thought the rule was that you could PAB as many times as you like against accredited casinos, but that only your first PAB could be against an unaccredited casino?

Yup, that's the idea. The point and purpose of structuring the PABs that way is that if you're a n00b it's understandable that you might get into trouble at a dodgy casino and therefore need our services. In other words you just didn't know any better. After you've gone through the PAB process and been on the site for a while you should know better, hence unaccred casinos are (typically) off the menu for you as far as PABs go.

That said we aren't oblivious to our membership's needs: if you're a loyal, active, experienced Casinomeister member we'll give any reasonable PAB request an honest look, assuming we can (meaning it's not on the No Can Do List -- generally speaking PAB attempts against these casinos are known to be a waste of our time and resources) and it's not in the Rogue Pit nor has there been a long-standing Warning against the casino (meaning you should have been aware of the problems you'd likely encounter) and you've got a reasonable explanation for what you're gotten yourself into. In other words make your case and we'll make the call. But DON'T waste our time with something where you obviously should have known better and DON'T abuse the priviledge and DON'T be a PITA about it. Be cool and we'll be cool, be a butt-head and we'll point you to the curb. Simples.

The point is this: nothing is cast in stone but we do expect people to behave responsibly. If you've been a Casinomeister member for years and you come to us with a PAB against a known Rogue casino we'll likely ask you what you were smoking and send you on your way. On the other hand if you've been a Casinomeister member for years and you come to us with a PAB against a small, unknown casino that owes you a pile then chances are we'd be happy to help you out. The rules are there to provide guidelines not barriers.

I guess I'd like the take-away message here to be that the PAB process is not hard science but it's not a toy either. Bryan spends real money to have me do the PABs for him and I spend the vast majority of my working hours on the PABs and related issues. Keep that in mind, respect it and the PAB process and I'm sure we can help you when you really need it (assuming you haven't been a dumb-ass).

... I didn't want to waste my PAB against a non-accredited casino since it's just £160 at risk - one day I might need it for a 4 figure sum.

See above: "if you're a loyal, active, experienced Casinomeister member we'll give any reasonable PAB request an honest look". Keep in mind though that we do expect that loyal, active, experienced Casinomeister members won't behave like blind n00bies and won't habitually hang around trashy casinos. Do that and you're obviously looking for trouble. In other words you're on your own.

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[Deleted member 25408]

Just wanted to wrap this up - got a very nice phone call from a manager at Winner Casino yesterday telling me that they've credited my account with the £160 cashback with no strings attached and apologising for the misunderstanding here. So it might have taken some time but they did come through in the end! Thanks a lot to max and CM and everyone else who gave me advice in this thread, it worked out alright in the end!

 

[neculaiasa]

I am now finding myself in the same scenario. Winner is refusing to credit a cashback that totals to the amount of 1000 eur. I have made my deposit during the last day of the period they told me via email and now they refuse to credit the cashback stating that they have the right to change the terms of their offers when they chose to. I was not informed of any change whatsoever so I made my deposit as I did during the previous days (when I was credited the cashback). I have sent 2 private messages to the contact person here on Casinomeister but I had no response from him, and an endless string of emails where they respond everytime with the same statement.

I can not do any longer a PAB against them as I used one against a casino which as not on the Acreddited List. I played at Winner as I knew they were trustworthy. Actually until now I had no issue with them but now they just refuse to pay the cashback. I would like to ask the Winner Casino contact person here on Casinomeister forum to answer to my private messages.

 

[neculaiasa]

I was contacted today via phone by the casino representative and was confirmed that the amount of the cashback was added to my account. I consider this matter closed.