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Casino Complaint Winward Casino warning

Discussion in 'Casino Complaints - Non-Bonus Issues' started by wuwinthrop, May 6, 2008.

    May 6, 2008
  1. wuwinthrop

    wuwinthrop Dormant account

    Occupation:
    Electrical Engineer
    Location:
    Shrewsbury, MA
    Hi,

    I just had a rather unpleasant experience with Winward Casino and would like to prevent others from experiencing the same misfortune...

    A couple of months ago I made a deposit at Winward Casino and played BJ with my deposit and their new member welcome bonus. After an extended period of playing primarily BJ, I had accumulated winnings of ~$1500 over my initial deposit (quite a bit of luck was involved). I tried to make a withdrawal from my account via eWalletXpress over the course of several weeks and it was denied for the usual reasons (unspecified account number, missing documentation, etc.) Finally after I had addressed all of Winward Casino's issues, they denied my latest withdrawal request due to a "random security" check and I was informed that my withdrawal would be processed the following week.

    A couple of days later access to my account was disabled. I spent over a week sending emails trying to get status or an update to Winward's accountig dept & customer support and got _absolutely_ no response whatsoever. I tried calling Winward's customer service number and was told that the only thing that could be done was for the customer servcei representative to send an email and even then I couldn't get a copy of the email. After I ended that useless phone call, I sent an email to missMD which is Winward's representative in this forum. She was very responsive to my emails for help and promised to look into the matter for me.

    A couple of days later I finally got a call from someone in Winward's accounting department. He told me over the phone that my account would be permanently disabled due to the decision of the risk & fraud department. Apparently their conclusion after analyzing my play history was that I followed some pattern that is prohibited in land-based casinos and that my winnings would be voided. This is something that I have never heard anything about. The customer representative gave me 2 options:

    1) Refund my deposit
    2) Re-able my account with no withdrawals allowed so that I could continue to play until I had a zero balance

    The customer rep told me that their (Winward's) decision to void my winnings is no different than one of their players requesting/obtaining a refund of their deposit from their credit card companies due to claims of fraud by Winward Casino. Frankly that reasoning sounds completely bogus to me but I was not given any other option.

    At least I was able to get my deposit back (and I believe that was due solely to missMD's intervention). I don't know about other casino's but this type of behavior seems questionable at best to me. The reason that I can come up with for not servicing my withdrawal requests is that I won even with the odds stacked against me. Had I lost, they would have had no problems keeping my money even if their was a bug/error in their sw.

    Bottom line, stay away from Winward Casino and only patronize those casinos that value their players.

    Sorry for the long post.
     
    9 people like this.
  2. May 19, 2008
  3. Bullajami

    Bullajami Dormant account webmeister

    Occupation:
    Enjoying It!
    Location:
    Online
    Wish this was available before I deposited at Winward. I turned a $150 deposit into $300 and now I want a cashout. I have been declined three times now, and your story is looking very familiar. They never tell you why you've been declined, they just state that there was some rule not complied with, and send you a link to one of the rules pages on their site. It is maddening.

    This casino is at the least operating shady, and at worst a total scam. When will they be rogued?
     
    5 people like this.
  4. May 19, 2008
  5. lauram

    lauram Dormant account

    Occupation:
    self employed
    Location:
    toronto
    thanks for the warning one place i wont deposit with at all. Big from a casino having a software issue to deposit back to you but at least you know its coming here its just sorry to bad kinda story.
    Sorry you 2 had to go through this gl to both of you
     
    1 person likes this.
  6. May 19, 2008
  7. GGW Laurie

    GGW Laurie Dormant account webmeister

    Occupation:
    Self Employed
    Location:
    In the Beautiful South !!
    i will have to mark this on my list of places not to play at, my list is getting longer all the time, soon i wont have anywhere thats safe to play at, im sorry you guys are going thru this, with what seems to be a shady outfit...............laurie
     
    2 people like this.
  8. May 19, 2008
  9. RobWin

    RobWin closed account

    Occupation:
    Who knows?
    Location:
    A Vault!
    Questionable !!! is an understatement, this casino group has been operating this way for years now and this IS their standard operating procedure...why Bryan has not Rogued this bunch yet has this poster totally at a loss and flabbergasted !! :confused:
     
    4 people like this.
  10. May 19, 2008
  11. maxd

    maxd Complaints (PAB) Manager Staff Member

    Occupation:
    The PAB Guy
    Location:
    Saltirelandia
    Please note that a Casinomeister Warning was issued against Winward well over a month ago (see here).

    Also, Winward was Rogued in the past (see here and here) but managed to climb out of the pit. We are re-evaluating that status now and will make a decision based on forum and PAB issues which are currently in their hands.

    Finally, I'll alert the rep, RGiants-Mo, to this thread too.
     
    1 person likes this.
  12. May 19, 2008
  13. Bullajami

    Bullajami Dormant account webmeister

    Occupation:
    Enjoying It!
    Location:
    Online
    MissMD (a.k.a. Malci) is aware of this thread. I e-mailed her directly asking her to look into the matter, then I posted here and at casino affiliate programs (dot) com. She has responded indicating that she has seen my e-mails and my posts, and has indicated that my forum posts somehow discredit my e-mail claim that I wish to resolve this matter. I do not agree with her assessment on that point.

    Having read through almost all of her posts here and at CAP, I find that she is consistently courteous and professional. Unfortunately that does not seem to have ever resulted in getting a dispute settled in a manner that benefits the player. Perhaps I can be the first.

    I have not filed a PAB here yet. I will wait to hear back from Malci (or a week of being ignored if it comes to that) before I proceed to that next level.

    I LOVE online gambling. I have been an online gambler for nearly 4 years, and a small time affiliate for 3 years. I have had just under 200 player accounts at casinos, sportsbooks and poker. I played at Winward to evaluate them for possible promotion on my own website. I am no rookie or clueless noob. I know how to read T&C's and how to abide by the house rules. I have never NOT been paid before.

    The practices of Winward Casino are bad for online gaming. They are the type of thing that idiot politicians in Washington will point to when they want to pass some more idiotic legislation. I believe that monitoring and exposing bad operations is our only defense against bad operations and more bad laws. My $150 deposit is quite inconsequential in that regard. So, if by posting here I jeopardize a favorable outcome to my Winward Casino cashout, so be it. The mustard is off the hot dog.
     
    3 people like this.
  14. May 19, 2008
  15. NextToYou

    NextToYou Experienced Member webmeister

    Occupation:
    Student
    Location:
    Europe
    This casino has been a rogue for a few years already.
     
  16. May 21, 2008
  17. RGiants-Mo

    RGiants-Mo Dormant account

    Occupation:
    affiliate manager
    Location:
    Costa Rica
    Hi there! I just wanted to add that Bullajami's issue has been addressed through a private message. I hope the information given was of help.

    ;) -Monica-
     
  18. May 21, 2008
  19. Bullajami

    Bullajami Dormant account webmeister

    Occupation:
    Enjoying It!
    Location:
    Online
    Addressed but not resolved. :)

    I have received courteous and informative responses from both Monica and Malci. They will receive courteous and informative responses from me later today.

    They both seem to believe that I had no need (or right) to openly complain here about Winward declining my payout 3 times. I disagree, but out of respect for them I will not post the ongoing details of this issue. I will post a synopsis when it is done, including snippets of relevant communications between myself and Winward's representatives.
     
    1 person likes this.
  20. May 21, 2008
  21. Bullajami

    Bullajami Dormant account webmeister

    Occupation:
    Enjoying It!
    Location:
    Online
    I suppose if you want the details of my situation, you can go over to the CAP forums and read the posts there. As a defense of Winward Casino Malci has opted to divulge most of the details of the issues in a post that seems designed to impune my character and discredit me.

    You must register/login in order to see the link.(bottom two threads on that page) :)
     
    2 people like this.
  22. May 22, 2008
  23. Bullajami

    Bullajami Dormant account webmeister

    Occupation:
    Enjoying It!
    Location:
    Online
    Light at the Tunnel's End?

    Last night I provided Malci a long list of the times, methods, reasons and responses I have had with Winward CS on this issue since 15 April (posted at the CAP forums, where we went public with our debate). This morning I awakened to see that Malci has admitted that Winward CS made a series of mistakes in handling my questions and has agreed to pay me in full. :cool:

    I will post again when I receive the payment. :thumbsup:
     
    7 people like this.
  24. May 22, 2008
  25. Sue4

    Sue4 Dormant account

    Occupation:
    safety nurse
    Location:
    Kalgoorlie
    This story is so familiar! I have the exact same thing happen to me a few months ago, and I posted on here under Winward Casino Complaint. I had great support and feedback from everyone on the forum. Dealt with MissMD, and this problem went on for awhile. I can't believe they are going to pay you out! They refused to pay me at all, just refunded my deposit. But I played exactly like you, and ended up winning $1400, but unfortunately they closed my account and refused to pay up. I am still angry with the decision they made, and still think I deserve my winnings.

    Winward should really be closed down, as they are the fraudsters and cheats! There has been too many complaints about this casino, and they are all exactly the same.
     
    4 people like this.
  26. May 22, 2008
  27. Bullajami

    Bullajami Dormant account webmeister

    Occupation:
    Enjoying It!
    Location:
    Online
    I read your thread a few nights ago, Sue4, and I am sorry that you did not get paid your winnings. You did the right thing by posting here, though, as it adds to our player knowledge base and is available for future players to read before they decide whether or not to play at Winward. If I had been diligent and checked here at Casinomeister before signing on at Winward, I would not have found myself in such a similar situation as you.

    A.C.C. - Always Check Casinomeister! :)

    Best of Luck!
     
  28. May 23, 2008
  29. Bullajami

    Bullajami Dormant account webmeister

    Occupation:
    Enjoying It!
    Location:
    Online
    Payment received, $300. My deposit plus winnings paid in full.

    I can not say for certain why I was paid when others were not. Perhaps when I did not turn out to be a fake, flake or temporary nuisance, I became more than $300 worth of trouble.

    Monica was fantastic in all respects, and although Malci seemed to take my complaints personally for a day or two, in the end she was the one who got this settled to my satisfaction. I will gladly buy them both a drink if ever our paths cross. :)

    I am inconclusive on whether or not Winward should be castigated to the rogue pit. I believe Malci and Monica are honest, but that does not mean their boss isn't crooked. But.... they may all be honest. It could be that their operation is simply disorganized and/or possibly suffering at some levels from a language barrier.

    I think some of my communications regarding my experience with them were an eye-opener. They seem to believe that their policies are made clear on their website, when, in fact, they are not. I may have demonstrated that to them. I have promised Malci some constructive feedback, and I mean to make good on that. I hope they take it seriously.

    I am $300 richer today than I was yesterday. I plan to spend half of it on liquor and women, the other half I'll probably waste foolishly. :p
     
    6 people like this.
  30. May 23, 2008
  31. Sue4

    Sue4 Dormant account

    Occupation:
    safety nurse
    Location:
    Kalgoorlie
    Well done on getting your payment! I envy you! Oh well, all I can do I suppose, is warn people on this casino. And let's hope they read Casinomeister before they go depositing there.
     
  32. May 23, 2008
  33. MissMD

    MissMD Dormant account

    Occupation:
    Affiliate Program Manager
    Location:
    Romania/Costa Rica/UK
    thank Bullajami for taking the time and updating the outcomes of your personal case, I tried to help you Sue4 too, but I'm afraid your case was very different and left me with no other choice but to follow risk and fraud instructions that I cannot interfere, with Bullajami I found he was indeed confused by our customer service and I apologized for this to him few times, once I found out he was right.

    and yes Bullajami, I do take things personally maybe it is my problem maybe its my bless but my work is my passion and I will tell you why I take it personally as I represent the business and my bosses and my reaction represents them if like you said my bosses were a crooks or the business was dodgy I will not jeopardized my carrier and reputation for one second and I will hand my resignation letter if I found any of it to be true.

    unfortunately you spoke to couple of new CSR that mislead you and we, I take full responsibilities of it, when we are wrong we admit we were wrong, but if in any other case I believe we are right I'll damn fight for it with my teeth, but at the end of the day we all look for fairness and to be able to enjoy the game.

    I already informed everyone involved in this situation, and we will make sure this will not reoccur.

    I am looking forward to receive your feedback, I assure you we will make changes, it wont happen over night, but we already started to gather some feedback quite a bit from casinomeister and we are working on fixing many things in the site and the games.

    Cheers, Malci:thumbsup:

    p.s I'm glad to know I'll get a drink out of it so happy ending for us all.. :yahoo: ;-)
     
    4 people like this.
  34. May 23, 2008
  35. Rusty

    Rusty Banned User - repetitive flaming

    Occupation:
    IT
    Location:
    Manchester UK
    I'm sure all those that have been ripped off by your group feel much better now.

    Nothing personal :thumbsup:
     
    5 people like this.
  36. May 27, 2008
  37. Spillegal

    Spillegal Dormant account

    Occupation:
    Salesman
    Location:
    Oslo
    $2200 still not payed to me

    Winward still owes me $2200. Same old story, they simply refused to pay out winnings, simply calculating that I would probably not play there again, so it was profitable for them just to steal my money. Why is this group of scoundrels out of the rough pit?
     
    1 person likes this.
  38. May 28, 2008
  39. MissMD

    MissMD Dormant account

    Occupation:
    Affiliate Program Manager
    Location:
    Romania/Costa Rica/UK
    Spillegal, you said your issue was a year old, please send me the info so I can investigate, again like I PM you if it to do with risk and fraud I cannot do much, yet I promise to try. M
     

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