Winward Casino won’t payout winnings. [RESOLVED]

[Netsirk3]

Hi,

I was advised to submit my complaint to this forum in regards to Winward Casino finding any excuse possible to not pay out winnings. 

 

I joined Winward early July and played with a no deposit bonus to see if I liked the casino. I ended up winning and met the required playthrough to make a withdrawal request. Due to me not yet making a deposit they told me I needed to make one of even just $10 so that they could pay me out what I had won. I did so and ended up continuing to play with that $10 and ended up winning even more. After meeting the playthrough requirements yet again I decided to pull out when my balance hit $1000. $100 of that was the initial winnings and the other $900 was from the deposit made. 

 

I proceeded to make withdrawal request and uploaded the required documents for ID verification that were all approved within 24hrs.  I then waited for close to 3 days for the withdrawal only to go back into my account and find the $1000 back in there. I went on the live chat and was told by the customer service rep that they wanted a statement from my bank verifying my details so they could process the withdrawal. I asked why I wasn’t contacted by the accounting team to ask this and why the money was just put back into my account and was met with silence. I emailed the bank statement to [email protected] as requested on July 13th. I then made the withdrawal request again. 

 

This time I waited 7 days only to go back into my account and find the $1000 back there again. I went on to live chat to ask once again why my request has been stalled yet again. I was this time told that I now needed to fill out a voucher verifying the card used was mine and to also send a copy of my ID and credit card used to [email protected] and once this was done my withdrawal would be processed. I became a little annoyed and asked why this wasn’t requested the first time they denied my request and asked for the bank statement and why they wanted my ID and CC again when it was already verified on my account weeks ago? I was again was met with more silence. 

So on July 20th I emailed the voucher, ID and CC as requested and made the withdrawal request for the 3rd time. Over the course of a few days I went on to live chat to find out when my request would be processed as I didn’t think it was fair that the casino was screwing me around the way they were to try get out of paying me my winnings. The customer service reps were either not even bothering to read what I was writing and were responding with generic answers that were probably fed to them during training or were just downright rude and would tell me to just be patient. 

 I then waited another 7 days and once again find the $1000 back in my account on July 27th. This time I was told that I needed to provide my credit card. I stated this had been provided not once but twice already. The first time was when I uploaded it onto my account and it was approved and the second time when I emailed the voucher when my request had been denied for the second time. Again the customer service rep was not bother to read what I was witting and continued telling me that they needed my credit card for the withdrawal request to be processed. So once again I email my credit card to them. 

I decided to go into my account to check to see what was there in the verification page only to find the casino had deleted all my approved documents. I have since uploaded the documents again only to go back in hours later and find them no longer there. This has happened more than 5 times now. I went on live chat and the guy I spoke to said that he could see I had only just uploaded my documents and I stated that they were uploaded 3 weeks again and were approved and then deleted, he lied and said that nothing has been deleted and that I wouldn’t need to upload them again after the last time. I decided to check again today and of course find my documents have once again been deleted.

This casino is scamming people out of money by being quick to take deposits but not paying out when someone wins. They are nothing more than scam artists and should be shut down. 

I have screen shots of conversations and have also taken screenshots of the ticket number when I won the funds as well as when I uploaded documents and then again when they  are no longer there. I can provide these if required. 

[Admin]

Hello Netsirk3, 

Thank you for reporting this issue. We're sorry to hear about your recent gaming experience.

Please make sure to send to our contact email address your player ID /or email so we can forward this case to the operator as soon as possible.

Thank you for your patience.

OCR Moderator 

[Netsirk3]

Thanks for the follow up. I have sent an email with my casino username to you guys last night. Just in case here it is again. Username: netsirk3 and associated email is [email protected]

[WinwardCasino]

Hello,

We hope this email finds you well.

Please note that your payout request has been declined due to the fact that you have not yet completed the required paperwork for all the Debit or Credit Cards successfully used on your account over the last six months.

Please feel free to upload the Credit/ Debit card voucher ( https://www.winwardcasino.com/assets/themes/wwc/web/i18n/en/docs/CCvoucher.pdf ) for all the cards successfully used in the last 6 months on the website (you can ask for the specific card info on chat) , under My Account, Account Verification, at your earliest convenience.  We noticed that you have placed a new payout request, please provide us with the document and your new request will be reviewed as soon as possible. 

Thank you for your understanding on the matter. If you need any help please do not hesitate to contact us, we will gladly assist you.

 

Regards, 

Winward Casino

[Netsirk3]

Lol oh Winward casino, the requested document was emailed close to two weeks ago after my withdrawal request was denied for 2nd time. I was then told that a pic of my credit card needed to be sent, which was actually included in the email with the voucher along with a copy of my drivers licence,  not to mention these documents were also ready approved and verified on my account by Winward before it was then deleted by the casino. 

I have been emailed today and told that the voucher I sent needs to be handwritten, yet no where on the form does it state that that is a rule, nor was I told that it needed to be handwritten to be deemed acceptable. I have no doubt that once I have emailed the form back handwritten I will be met with another excuse as to why the withdrawal can’t be paid. 

 

 

[WinwardCasino]

Hello, 

Thank you for getting back to us. 

Please note that no documents can ever be removed from your file and that they can be uploaded on your account or provided to the Security team directly. All documents that need to be uploaded on your account are listed on the Banking page, so that you can review them at all times, and once you upload them and they are approved, they are valid for 6 months. 

We have notified the Accounting team of the situation of your account and your withdrawal request will be reviewed as soon as possible. We will, of course, keep you updated. 

Regards, 

Winward Casino

[Netsirk3]

That’s funny because I had 3 approved/verified documents on my account and they have all disappeared.

I have since tried to upload them again so that this excuse could not be used to deny the payout and every time I go back in a couple of hours later, the uploaded documents are no longer there. I’ve taken screenshots of this as proof. 

And again as I have already mentioned, I have also emailed the security team a copy of my drivers licence and credit card when I sent the voucher almost 2 weeks ago. 

Can you please explain to me also why when the form does not state the voucher is to be handwritten and when I was never informed when the voucher was sent to me to be filled in that it was to be handwritten, that my withdrawal request has been denied because apparently this is a requirement of the form? 

[WinwardCasino]

Hello, 

We hope this message finds you well.

Please note that your withdrawal request has been approved today, however the payment has been rejected by the card issuer. Please place a new payout request via Bank Wire and it will be reviewed by the Accounting team as soon as possible. 

Thank you for your patience, we are looking forward to hearing from you. 

Regards, 

Winward Casino

[Netsirk3]

I just put the withdrawal request through again with my original banking details. 

[WinwardCasino]

Hello,

Thank you for getting back to us. 

Please note that your new withdrawal request has been approved, the funds should reach your account within maximum 7 business days. 

Should you need additional information or have any questions regarding your account in the meantime, please do not hesitate to let us know. 

Kind regards,

Winward Casino

Edited August 1, 2019 by WinwardCasino