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Casino Winner - Canceled withdrawal

Ruling

Resolved - Both the submitting complainant and Casino Winner have informed us that this issue has been resolved and the player has received their funds.

Read our Casino Winner Review.

Player's Complaint

Hello,

2 days ago I deposited €50 without bonus. It went very well and after a few hours I got €600. Suddenly I got free spins from casino winner because I wagered €500. I accepted the free spins and played them but it wasn’t a lot. The spins were €0,20 each. The day after I played a little bit more and finished with total €1000. I was so happy because I lt was a long time ago since I won that amount, so I withdrawed the amount of €1000. My verification was approved months ago so nothing could go wrong I thought...

The next day I looked on my acount and saw that my withdrawal was canceled and my amount of €1000 was reduced to €50 the amount I deposit, the rest was gone.

I contacted live support and after investigating my account he told me I didnt kept me at the terms considering section 12. I didnt understand because I didnt even deposit with a bonus, I just got them from casinowinner suddenly...

Now they won’t pay me out and he says: However you have used the same device to play and that is agains out terms...

I allways play on my own laptop and mobile and have no duplicate acounts or something. I play often at my best friends place, he also have an acount on casinowinner but the wasnt playing the same time of accepted a bonus..

I don’t know what to do now, if I knew this before I would never played that free spins. The winnings of those free spins have no connection of my winnings bacause I allready had a lot of money before I played the free spins.

Obviously is was never my intention to break any of the terms and conditions.

Read the casino review

6 Responses

ThePOGG
February 21, 2020

Hi caliehalie - welcome to ThePOGG.com!

I'll contact the operator and see what we can find out for you.

Thanks,

ThePOGG

ThePOGG
February 21, 2020

Hi caliehalie,

Thanks for your email. Have both you and your friend claimed a welcome bonus?

Thanks,

ThePOGG

caliehalie
February 21, 2020

We did claimed the first welcome bonus like a year ago maybe longer, but that was not on the same IP address.

caliehalie
February 21, 2020

But my friend had a withdrawal 2 months ago over €2000 euro’s and that went through correct, so that is the weirdest part

caliehalie
February 24, 2020

Hello, after a lot of mails sending over, they have funded my money back. So your help is not needer anymore!

I want to thank you for your help! This topic can be closed!

ThePOGG
February 25, 2020

Hi caliehalie,

The operator has informed us of the same. Thanks for letting us know - it is appreciated!

ThePOGG

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Agreement

caliehalie consented for ThePOGG to act on their behalf and share the personal information that they provide to ThePOGG with the following agencies for the purposes of resolving their complaint:

  • Casino Winner
  • Malta Gaming Authority
  • BML Group Ltd

February 21, 2020

The United Kingdom of Great Britain and Northern Ireland sits to the north-west of mainland Europe. The United Kingdom shares a border with The Republic of Ireland and has coasts on the Atlantic Ocean, Celtic Sea, North Sea, Irish Sea and English Channel. The population of the UK is approaching the 67.6 million mark leading to a fairly densely populated land mass. The gambling sector in the United Kingdom is entirely regulated and licensed by the UKGC – the United Kingdom Gambling Commission. Should players resident In the UK wish to gamble with foreign based operators there is no history of this being treated as a criminal offence, but high levels of protection exist for UK residents playing with UK licensed operators.