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Winward Casino complaint

S

Sue4

Dormant account
CM Veteran (10yr+)
Joined
Nov 23, 2007
Location
Kalgoorlie
Hi

This is my first post on the forum. Unfortunately it's not a good one!

I played at Winward Casino over a month ago now. They offered a bonus, which was put into my account on depositing. I had a great time here, and ended up winning $1400 profit. They did email me asking for ID documents which I emailed back to them. Then they emailed me back stating that my original deposit will be refunded back to me, and no winnings will be paid. I didn't understand at all, so asked them if they could explain a little better. I haven't played many casinos, and had never had this experience. They said that management didn't have to offer an explanation, end of story!! I was obviously very disappointed, so started researching the internet for other stories.

I came across this website, and saw that you could Pitch a Bitch. I did this, but unfortunately haven't heard back from anyone. I have emailed back a few times now, but nothing. I waited and waited, but I thought I may take up the opportunity of posting on the forum, for everyones feedback.

Also, Winward haven't paid me my original $500 back yet. I have emailed them, but the emails bounce back to me. Got onto livechat before, and they said they are not sure what's wrong. They can't help me, only the accounts and support section, but their contact details are not working! This is very frustrating.

I know it is the holiday season, but I just need to hear back from someone. It has been going on for over 6 weeks now, with no response from anyone.

Please help!

See Related Threads:
 
Last edited by a moderator:
They don't have a representative listed here so I'll send something to their support people alerting them to this issue. Fingers crossed!
 
Confiscating winnings is not a big surprise, but they should have returned the deposit by now.

There is a warning on this site about Winward at https://sussexmskpartnershipeast.com/rogue-casinos/

On my site, I state:
"Winward has a poor reputation among the online gambling community and a high risk of problems...

Winward has an odd rule of only processing cashouts on Monday. You can submit your withdrawal any day. Winward will not process it until the following Monday. You are required to fax/email ID verification prior to cashout. Some players have had delays in cashouts. Winward has seemingly made excuses to delay cashouts such as needing to resend Neteller numbers. A good number of other players have reported a variety of other problems, a good portion of which relate to their birthday bonus. As stated above, some players have had winnings removed due to "management decision." The payment delays, rule changes, and other issues some have experienced are troubling. Support is generally poor and in some cases not knowledgeable about the casino's rules. Emails may go unanswered, so I recommend live or phone support over email.

The Winward T&C states, "Players who attempt to cash out any winnings prior to having met the wagering requirements will have the bonus canceled and the withdrawal request declined, this process cannot be undone." Note that this statement seems to apply to both winnings and your initial deposit. Players have reported being unable to withdraw their deposit prior to beginning the wagering. Instead the bonus is removed and withdrawal request denied. "
 
Just from personal curiousity I'll be paying close attention to this one as I had great hopes for Winward when their former GM was the Rep here and was 'cleaning ship'. He is now just a 'consultant' for the company and they may have reverted to the rogue-ways they were shamed here for in the past. I hope not.
 
I had the good fortune to get paid from the new player bonus, but with my final withdrawal of a mere $25 or so they just ignored all E-mails for over a year. (This was SOME YEARS ago).
When a "rep" came here, working through Jetset, they finally closed the case and paid the remaining $25. Since then, it seems they use this large $500 to $1000 bonus to lure the suckers in, but should you win they find ways of only returning the deposit. The problems seemed to spread to their bingo operations, and this lead to them being dumped into the rogue pit.
Since then, each thread about Winward has been a complaint.

Management Decision is not good enough a reason to not pay, a breach of terms has to occur before this kind of action is even considered. This leads me to think they are unable to justify the decision, other than you having won from the bonus, whereas it is designed to make winning impossible, therefore, you must have cheated.
 
Well this doesn't sound good at all for me. They still haven't paid my original $500 deposit back so I really don't know what to do. This is obviously stealing, so how should I report this?? I have contacted everyone to do with that casino - their affiliate manager and their software provider, but no one will get back to me. I really need to get this money back.

Maxd, have you heard anything back yet?

Thanks
 
Hi Sue4,

I'm from Winward Group, pls PM or email me; malci (at) revenuegiants.com with your account details.

I'll help on this issue.

Cheers, Malci
 
Well, thanks MissMD for making my original deposit of $500 go back into my Neteller account. It's a real shame I missed out on my big winnings.

I will never be playing there again, and recommend everyone else to stay away!

Thanks for everyones help and feedback.

Sue4
 
Sue4 said:
Well, thanks MissMD for making my original deposit of $500 go back into my Neteller account. It's a real shame I missed out on my big winnings.

I will never be playing there again, and recommend everyone else to stay away!

Thanks for everyones help and feedback.

Sue4
Click to expand...

Well that sucks.....big time! I'm sorry that happened.

Did they say why? Maybe you should follow up with Max on the PAB and see if anything else can be done.
 
If you have your deposit back, you have nothing to lose by telling us the whole story. I just hate these threads that leave the community dangling.

I really want to know what happened, and I really want you to tell us your side of the story so Winward can respond.

Please?
 
Hi Sue4, I still haven't heard anything from Winward so I'm doing a little follow-up work here:

When did you submit your PAB?

Where you at any time given information (from the casino) as to what the problem was and/or why your winnings were not paid?

I ask because WinWard used to be on the "not recommended" list here for pretty much exactly the problems you are having. If they're up to old tricks again then perhaps re-listing them will be necessary.
 
maxd said:
I ask because WinWard used to be on the "not recommended" list here for pretty much exactly the problems you are having. If they're up to old tricks again then perhaps re-listing them will be necessary.
Click to expand...

I think they never stopped using these "tricks". I have been reading similar player reports from Winward all the time during past months. Some players just doesnt know about casinomeister, so they dont come here to complain.
 
Hello, a long post, but this is the whole story.....

Maxd - I issued my PAB on 24th November 2007. I was sent an email with all my info in it.

I have pasted below what I explained on the PAB. Below that, is what they wrote to me in emails.

I signed up with this casino a couple of weeks ago, and played blackjack over a few days. I know some casinos dont allow blackjack to be played when they offer a bonus, but this casino allowed it with a higher wagering requirement. I had won 1412 profit at this casino, so was very happy. Before I made a withdrawal, I got onto livechat to make sure it was okay to do this. He said yes, I was allowed to withdrawal now. I requested a withdrawal, and a couple of days later, the casino emailed asking for ID documents. I gladly emailed them to the accounts department. A couple of days again later, they said they had received the files and filed them accordingly, but per management decision my account had been disabled, and my original deposit will be refunded back. There was no explanation in the email at all. I was very confused, so asked them why they had done this, after I had won a big profit. They said there had been fraudelent games played I only played blackjack, which was allowed, and the casino management doesnt have to give explanations. I told them I was very disappointed with their professionalism and service, and would be taking this further until my winnings had been paid. I havent heard back from them after that, and that was yesterday. I have also emailed their affilite manager, Revenue Giants, to see what they can do. I havent heard back from them either.

This was one of the emails sent to me regarding why I hadn't been paid, after me emailing them asking why I hadn't received my winning withdrawal yet:

Dear Sue,

Thank you for contacting us!

You will be receiving your money through Western Union, you account has been closed because Management did an investigation in your account and found some fraudulent games.

For further assistance so not hesitate contacting us back anytime.

Best Regards,
Andrew,
CSR WinwardCasino

I honestly only played blackjack, and that is all. They do allow this game, but are now saying it is obviously fraudelent. This is what I wrote back to the email above:

Hi Andrew

Thanks for getting back to me so quickly. I don't understand when you say fraudelent games. I played blackjack, but I thought that was okay? So will you be paying out my winnings? And how do you mean through Western Union?

Thanks
Sue Gianni

And this is what he responded with:

Dear Sue,

Thank you for contacting us!

Unfortunately when Management takes a decision of this matter they do not give explanations, they just checked there seems to be fraudulent games so we will send your deposit back to your Neteller account and the account will be permanently closed.

I am so sorry but there is nothing we can do.

For further assistance so not hesitate contacting us back anytime.

Best Regards,
Andrew,
CSR WinwardCasino

And after those emails above, I got onto livechat, but they couldn't do anything. Then after that, I kept emailing Winward support and accounting, but the emails bounced back for some reason. Meanwhile, I had got onto this site, and did a PAB. Then after awhile, I got onto the forum, and it has just gone on from there.

So that is the whole story. It may seem that something is missing, but Winward gave no explanation, end of story!! I am very disappointed still, but glad for all your feedback and comments, and help.
 
As you've probably gathered MissMD is now repping for Winward. She has said she'll get an answer for you and I suggest we give her a day or so to do her thing.
 
Hi everyone

Well, doesn't look like I will be paid my $1442 in winnings at Winward. Sounds like they have thrown my account in the bin! From the posts on here about this subject, it sounds like they are a very suss casino. Are you (casinomeister) able to put them on your blacklist of casinos, and warn people away?
 
Sue4 said:
Hi everyone

Well, doesn't look like I will be paid my $1442 in winnings at Winward. Sounds like they have thrown my account in the bin! From the posts on here about this subject, it sounds like they are a very suss casino. Are you (casinomeister) able to put them on your blacklist of casinos, and warn people away?
Click to expand...


Has Max actually given you a result, or... ??? The thread is still marked [In Progress] as of your post. Hope it's just frustration on your part and there is still hope for your winnings to be paid.
 
It is clear they have used an "FU Clause" on you. Although Blackjack is allowed, you played, it seems, ONLY Blackjack. This means they consider it likely you will never come back, and have decided not to pay the winnings. This is exactly what would be expected of a rogue operation. If they didn't want players to play Blackjack, they should have excluded it in the terms and conditions, as do the majority of casinos.

The "fraudulent games" excuse is complete bullshite, all games are handled by their own software, the fact that you won has nothing to do with your play, but the fact that the RNG favoured you in your session. From my experience, such positive streaks are commonplace, as are negative streaks of similar length.

It is likely they are allowing Blackjack as a means to trap and screw over experienced players who play mainly for bonus offers. Players who try to meet WR only on Blackjack are likely to fall into this category, and despite the fact no terms were broken, they are able to spring the FU clause. If they excluded Blackjack, it would be far harder to tell the difference between bonus seekers and "quality" players likely to generate a profit for them in the long term.

Winward have a long history of targeting players who ONLY play Blackjack for WR, yet still allow it as an allowed game. Had you LOST, Winward would most likely have kept your deposit and sent you more promotional offers. If only SOME Blackjack is played, the FU clause is less likely to be sprung, unless the player was from the UK (Winward seem to have a mild paranoia about the UK, not as bad as Playtech though). My account was opened at a time they wanted to trial the UK market again after a country ban. They then decided to ban the UK again - not that I was bothered:D
 


You know your shit my friend, I love reading your posts, bloody awesome
 
Hmmm, looks like this one has gone a bit stale. I see that MissMD, supposedly the rep for Winward, hasn't been around in weeks.

Based on this turn of events I'm removing the "In Progress" status -- "what progress?" one might ask -- and I'll attempt to get MMD's attention once again.
 
maxd said:
Hmmm, looks like this one has gone a bit stale. I see that MissMD, supposedly the rep for Winward, hasn't been around in weeks.

Based on this turn of events I'm removing the "In Progress" status -- "what progress?" one might ask -- and I'll attempt to get MMD's attention once again.
Click to expand...

They should be progressing to the rogue pit if they fail to offer a credible explanation. If a game is listed as "allowed" in the terms, then ANY play on it cannot be considered "fraudulent".
I expect they simply cannot justify their actions with an explanation, especially if they have to produce the playlogs to back it up.

It is back to the old "FU Clause", and it seems that the casino can simply pick and choose who not to pay without justifying the decision, and this alone should be enough for an early entry (or re-entry) into the rogue pit in order to prevent more players being sucked in by the bad faith being shown in the design and offer of this particular SUB.
Winward should have banned Blackjack long ago, as this was what made them a target for bonus hunters, and got them listed at No1 on bonus websites. Perhaps they want to keep this coverted position of said websites, and not pay selected winners, rather than have a less generous SUB, and not get any kind of exposure on such sites.
 
FWIW, the so-call "rep", MissMD, has been AWOL (both PM and email) for several weeks now. That don't look so good. :rolleyes:

See also, "Winward Casino - Garbage".
 
BingoT said:
I sent her an Email also asking her what's going on.
Click to expand...

Thanks BT. Time is of the essence on this because I'm ready to issue a "Casinomeister Warning" on Winward due to ignored emails, outstanding player issues where promises were made and ... nothing happened, etc.
 
Last edited:
BingoT said:
This is not like MissMD she does get back to ya in a day or two with a reply.
I sent her an Email also asking her what's going on.
She's a very nice person.Something must of come up with her.
Click to expand...

Yeah - what a shame. I sat down and talked to her at the CAP thing in London, and yes, she is a very nice person. And she wanted to ensure that all player issues would be handled swiftly and fairly.

But nevertheless, a warning should be made since this should have been addressed and taken care of in a more expedient manner by the casino a few weeks ago.
 
Wow she was around at the CAP thing in London.
Like I said this is not her at all not to reply.
Something came up or she's being a bad girl.
This means I will watch this that's for sure.
Has to be some good reason for her absence because if I run into any type of trouble that a player has with anything Malci is on top of it with a fast reply.

A warning should be made until she comes back.
 
oh dear... sorry guys...
I was away on a business trip in Europe for the last 3 weeks...
will catch up quickly.. I landed yesterday and I'm at my office now I still have loads to catch up on... pls give me couple of days all will be solved :-)
Cheers, Malci :thumbsup:
 
Hey mMD, nice to have you back! Let me know if there's anything you need from our end to get this stuff dealt with ASAP.
 
BingoT said:
Hey Malci Welcome back
I say left the warning because I know Malci will work it all out now.
And you never asked me to come on that trip with you :(
Glad to see you had a great & safe trip.
Tom
Click to expand...

Tom, why are you so fast in asking that this warning be lifted when Sue4 did a PAB back on Nov. 24th and her first post in this thread was on Jan. 2nd and it took MMD until Jan. 10th to reply back the first time....so at approx. 3 months now and this issue has still not been worked out to the players satisfaction....are you serious that you don't think that this deserves a warning at a minimum....do you promote this casino or something ?
 
BingoT said:
I say left the warning because I know Malci will work it all out now.
Click to expand...

As mentioned these issues have been outstanding for some time. The Warning is quite justified and should stay until the problems are resolved.
 
Hi everyone

Haven't been able to get onto the net for a few days. Looks like there has been a little progress with this, which is great. I will wait and see what Malci comes up with. Hopefully she explains everything on here as well, so you can all see what the result was.

I can't thank you enough for your persistence and feedback.

Thanks

Sue4
 

Thanks, I hope you let us know what happens! GOOD LUCK!
 
Unfortunately it looks like Malci hasn't been around for almost three weeks now. Are we back to square one again on this? :mad:

I'll email her to see if there's anything resembling vital signs there. BT, feel free to do the same if you are so inclined. This has dragged on far too long already and we need to put this one to bed.
 
I only can appologize, I am loaded with work since I got back and cant find the time to answer all posts here, but I will assign someone to be dedicated to this forum so you guys wont need to wait for my reply, Sue4 I have a reply from our risk department I will forward to you only and if you wish to post it it is up to you, I'm not allowed to do so.
thanks again for those who still had the patience, I really appreciate it.:notworthy
Cheers, Malci
 
Sue4, our fraud manager said they will explain to you the investigation directly by no later than an hour from now, I asked them to cc me so I'll follow up as well, let me know how it goes. M
 


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