Winward - resolved

jester123

Dormant account
Joined
Mar 17, 2006
Location
vancouver WA
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I deposited $500 for the $500 sticky match yesterday and ran it up to $4.5k... cashed out all but the $500 type II sticky, played with that and ran it up to another $4.5k so thats just sitting in my account now (all at blackjack, i made like 4 bets at craps only after id completed the wagering requirement and made my cashout).... this morning I check neteller and see I have been credited my $500 back and when i try to login to winward it says my account is disabled. They haven't emailed me or anything yet, I talked to customer support on live chat and the guy said he couldn't tell me why my account was locked and I had to email the account manager which I did and Im still waiting on a response.
I wanted to get a post up here immediately to see if anyone had any information or advice for me? Thanks for reading, im off to scour the forums and Ill update when they get around to emailing me.
 

caruso

Banned User - repetitive violations of 1.6 - troll
Joined
Jan 16, 2002
Location
England
A player had an issue with a Winward skin a while back as I recall. They paid after it was brought to light.
 

jester123

Dormant account
Joined
Mar 17, 2006
Location
vancouver WA
their response

Dear Morgan,

Please note the reason why we credited your $500 initial deposit back via NETeller is because your account information was found on a negative database that is shared with all online Casinos and Bingo websites.

Therefore, it was in Managements best interest to cancel your account at Winward Casino.

Please find the $500 back in your NETeller account.

Sincerely,


Cristie
Management Department
Winward Casino


Ive played at a lot of casinos online but Ive never heard of being on a negative database before. Can they get away with just saying this? I followed all of their rules to play the bonus and I didnt do anything wrong? I won about $8,000 and then the next morning they refund my deposit and kick me out, wtf.... is this place just officially a scam or what? I guess they gave me back my original money but still... if I had lost would they have? Im thinking not...
 

jetset

RIP Brian
CAG
Joined
Feb 22, 2001
Location
Earth
I have a management contact at this place so I'll see what he has to say.

Winward is not a two-bit group so they're definitely not short of cash.

If you accepted their offer and wagered within their T&Cs you are entitled to be paid, negative database or not (unless you're a muiltiple account or charge-back artist in which case you really will have troubles)

When they make you an offer and you accept it is their responsibility to check their negative databases before you go any further, not after.

Once they have met their obligations in terms of the T&Cs they can then exercise their right to lock your account. But they pay you first.

If you want me to try my contact PM me with your account number and user name - we'll get all the detail from your post here.

Security (or *negative*) databases are a fact of life I'm afraid. Casinos need to protect themselves against the many bad elements out there. Unfortunately it's not an ideal practice (imo). For example players are not told they are going on to one of these, or why which makes it a problem in terms of justification - and there does not seem to be any right of appeal to a higher authority, other than another manager at the same establishment.
 

jester123

Dormant account
Joined
Mar 17, 2006
Location
vancouver WA
issue resolved

it seems they have mistaken me for another player who has opened multiple accounts with them, etc... the issue has been resolved and my account has been restored, thanks everyone who took the time to read about my problem and especially those who responded, everything appears to be good now thank you, winward casino is still good, happy st. patricks day :)
 

jetset

RIP Brian
CAG
Joined
Feb 22, 2001
Location
Earth
I'm delighted to hear it, and relieved you have managed to get paid.

Jon, if you're reading this...thanks!
 

sirius

Registered
Joined
Apr 15, 2000
Location
UK
jester123 said:
it seems they have mistaken me for another player who has opened multiple accounts with them, etc... the issue has been resolved and my account has been restored, thanks everyone who took the time to read about my problem and especially those who responded, everything appears to be good now thank you, winward casino is still good, happy st. patricks day :)
I'm sorry to say this, but the only reason you got paid when you won was that you managed to find this forum to complain. They have done this countless times before so I don't recommend anyone bother playing with this group of casinos.
 

jetset

RIP Brian
CAG
Joined
Feb 22, 2001
Location
Earth
I'm sorry you had to say that, too. This was a case that was followed up with speed and honesty by a senior manager at this company, and he assures me that it was a genuine error on the part of his staff.

To make this rather spoiling accusation that this is standard and dishonest operating procedure when a dispute has been so quickly addressed is not encouraging.
 

sirius

Registered
Joined
Apr 15, 2000
Location
UK
jetset said:
I'm sorry you had to say that, too. This was a case that was followed up with speed and honesty by a senior manager at this company, and he assures me that it was a genuine error on the part of his staff.

To make this rather spoiling accusation that this is standard and dishonest operating procedure when a dispute has been so quickly addressed is not encouraging.
You should remember a similar incident a few weeks ago on this very same forum where they also claimed to have confused the person with someone else. I have had these rogued for years on my site and have in the past had to refer players to Casinomeister for them to get paid from the group. Bingo Hall, a sister site, had problems which was the first reason they were dumped but then the bigger picture emerged and there were countless problems.

http://www.casinomeister.com/forums/online-casino-poker-complaints/7402-winwardcasino-resolved.html
 

jetset

RIP Brian
CAG
Joined
Feb 22, 2001
Location
Earth
That does not mean that this casino pulls this stunt as a deliberate, premeditated and dishonest standard operating procedure in my book.

I think you need to see these things in perspective; some of these established operations are handling thousands if not tens of thousands of transactions daily, and whilst even one complaint should and must be addressed, as a percentage of the overall action it has to be seen in that context.

There are far worse operations out there where there is consistent malpractice and managers couldn't give a damn about player complaints - in my experience this manager has in the past shown the same willingness to enter into a dialogue and if indicated right what has gone wrong.

One of the great strengths of Casinomeister's forum is the presence of a large number of casino representatives who are interested in the players and in helping redress cases where something has gone awry. Attacking them when they are actually trying to help is not the way to go.
 

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