Support Complaint Winward Casino Complaint

amok19900

Dormant account
Joined
May 6, 2017
Location
aus
Hi new here and not trying to waste anyones time, i signed up to winward casino and recieved a bonus to my account i think it was like 25 aus

anyway they send me emails with free 25 dollar chips

so i play the chips out every week i dont think ive ever deposited with them which probably doesnt sound too bad.considering some of the fourm posts about them.

i played my 25 dollar chip out today and turned it into $2700 aus it was bonus money when it was credited to my account but i must of beat the wagering because it says cash balance so anyway i spoke to support

they replied with t&c's

1. Bonus Money is an incentive that we offer to enhance your casino experience (“Bonus Money”).
2. Free Bonus Money represents an amount awarded to you, as stipulated in a promotional offer sent to you via email or newsletters. Free Bonus Money is awarded only if you have at least one Deposit since your first login on Winward Casino.
3. Bonus money cannot be withdrawn. It can only be used for playing Table Games (Blackjack, Roulette), Slots, Video Poker, Keno, Weed Whacker, Mini Baccarat, Casino War and Pull Tab casino Games.


so anyway i had a read through it but i came across the bonus wagering t&c's

1. To request a withdrawal, you must wager a minimum of 25 times the deposit amount and 25 times the corresponding Bonus amount.
2. You must wager a minimum of 99 times the Bonus amount to request a withdrawal from free Bonus Money.
3. You must wager a minimum of 75 times the Sign-up bonus amount, and the maximum withdrawal limit from a Sign-up Bonus is A$100. In order to request a withdrawal from a Sign-up Bonus, the Member must have at least one approved deposit transaction into his/her Account. Only the first bonus applied on the customer's account is considered a Sign-up Bonus. The subsequent free bonuses that a Member receives before making their first deposit are not considered withdrawable.



so it says its bonus money and i beat the 99 times wager on 25 dollar chip

now they are refusing to payout

i dont understand why send a free no deposit bonus chip to someone put 99 times wagering on it and then refuse to pay out is this normal have i missed somthing ?? i do understand i havent made a deposit but ive been sent a chip and beat the requirements to be able to withdraw upon the chip ...

any help would be appreciated

-amok
 

Naok777

Experienced Member
Joined
Jun 11, 2015
Location
UK
Unfortunately you will most likely never get paid and end up having to chalk this one up to a lesson learned.

They are a notorious rogue outfit with issues dating back a decade:
https://www.casinomeister.com/casino-reviews/winward/

And it is not like they have fixed things, I dug through the t&c's of one of their sites fairly recently and it makes very unpleasant reading:
https://www.casinomeister.com/forums/threads/rich-casino-sportsbook.78652/

The only "solution" is to keep asking them nicely to pay up, but given the large number of issues with winward (not just at Casinomeister) I'm not even comfortable recommending to bother sending them documents for KYC should they ask for it.
 

paul7388

Ueber Meister
MM
Joined
Jan 8, 2014
Location
glasgow scotland
More chance of me winning lottery tonight than you getting paid.

Very poor choice of casino to play at and normal depositing players there would find it hard enough getting paid if they win.

But to be fair in this case there are very few casinos out that would pay you in this case. You have never deposited and just take the free chips available every single week.

The idea of free chips every week is to reward active players and to encourage players to deposit at a certain casino.

Most casinos make it clear that you can only redeem so many free chips between deposits.

And fact you have redeemed so many without ever making any deposit would show you are a bonus abuser to them and are taking advantage of their bonuses.

Even many of the more reputable casinos would have declined your payout request.
 

KasinoKing

WebMeister & Slotaholic..
webmeister
PABnonaccred
CAG
MM
Joined
Aug 25, 2004
Location
Bexhill on sea, England
i dont understand why send a free no deposit bonus chip to someone put 99 times wagering on it and then refuse to pay out is this normal have i missed somthing ?? i do understand i havent made a deposit but ive been sent a chip and beat the requirements to be able to withdraw upon the chip ...

any help would be appreciated

-amok
Their terms are quite clear - in order to cash-out winnings from a free-chip you have to make a verification deposit - this is the same at virtually all casinos that give out a no-deposit chip to attract new players.
Also stated is the maximum you can cash-out from the chip is $100.
And that you can only withdraw from the FIRST free-chip you claim.

It's all there in the T&Cs you quoted. So it sounds like a case of DRATT (Didn't Read All The Terms)

This group did have a slightly poor reputation in the past (many, many years ago) but I have been working with them now for a few years and never had any players complaints about them.
The only thing I don't understand is that you say you were playing these free-chips every week - why did they keep letting you claim them?

KK
 

miso

Meister Member
MM
Joined
Mar 27, 2012
Location
Ireland
3. You must wager a minimum of 75 times the Sign-up bonus amount, and the maximum withdrawal limit from a Sign-up Bonus is A$100. In order to request a withdrawal from a Sign-up Bonus, the Member must have at least one approved deposit transaction into his/her Account. Only the first bonus applied on the customer's account is considered a Sign-up Bonus. The subsequent free bonuses that a Member receives before making their first deposit are not considered withdrawable.

Rogue, or not, this is fairly standard. If your last transaction was a free chip, then you need to deposit before claiming another one. Plus you'd never get the full amount, only 100 dollars.

Casinos like this are sending free chip emails nilly willy, knowing full well they are not going to pay.
 

amok19900

Dormant account
Joined
May 6, 2017
Location
aus
Their terms are quite clear - in order to cash-out winnings from a free-chip you have to make a verification deposit - this is the same at virtually all casinos that give out a no-deposit chip to attract new players.
Also stated is the maximum you can cash-out from the chip is $100.
And that you can only withdraw from the FIRST free-chip you claim.

It's all there in the T&Cs you quoted. So it sounds like a case of DRATT (Didn't Read All The Terms)

This group did have a slightly poor reputation in the past (many, many years ago) but I have been working with them now for a few years and never had any players complaints about them.
The only thing I don't understand is that you say you were playing these free-chips every week - why did they keep letting you claim them?

KK



not sure why they keep coming, they send them to me trying to get me to play there i guess, not a bonus abuser by anymeans most weeks there emails go unnoticed as i play majority on videoslots

i just found it weird it says the bonus is uncashable and only given as fun money

but on the other side of the t&c's it says if you can beat the chip wager of 99 times its not fun money any more its withdrawable

thanks everyone for your responses i dont doubt if i was a depositing player id have more of a chance but anyway
 

Naok777

Experienced Member
Joined
Jun 11, 2015
Location
UK
not sure why they keep coming, they send them to me trying to get me to play there i guess, not a bonus abuser by any means most weeks there emails go unnoticed as i play majority on videoslots

It is a rather common tactic by less than stellar casinos to send offers to players who are not eligible for a bonus and only check at time of withdrawal if they where eligible rather than when the player tries to claim the bonus.

Personally I think that alone is enough to condemn them to the rogue pit (not like it matters since they are in there already for a host of other issues).

As for bonus abuse:

2.5.6. Winward Casino will have the right to withhold or otherwise decline or reverse any pay-out or Winning amount or amend any policy in the event that there is a reasonable suspicion that a Customer is abusing or attempting to abuse any of the following: (i) bonuses; (ii) other promotions; or (iii) specific policy or rules determined in respect of an existing Game or a new Game. It is clarified that we may determine that such an abuse has taken place also if Your activity in our Online Casino, by itself, is not abusive, but Your activities in other online casinos in addition to our Online Casino, taken as a whole, constitute such abuse of our bonuses, promotions, policies or rules.

That is straight from their t&c.

In other words, they reserve the right to call absolutely everything you could possibly do bonus abuse at their sole discretion with zero recourse available to the player.

(They are "licensed" in Curacao, a jurisdiction so weak it may as well be one drunk guy in a pub).
 
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