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Winny - not payed out

Ruling

Player's Complaint

Hello, sorry for my e-mail traffic, but I still have questions that I don't get an answer to. I will be playing at winny online casino from January 7, 2022. This went very well and I wanted to cash out my balance because I had won. In the meantime, there is a lot to be paid out on my part (amount of 68,990 euros in total. I have this as proof on my winny payout site of the payouts I have tried to make by winny. Until now, this didn't happen and according to winny my money has always been refunded to my gaming account I can find part of it but not everything!

In my playing history account that I had requested and also received this, the total of debits and credits has been 58,000 euros. While I have had a total of 68,099 try to transfer to my bank. There is a big difference in balance here and this worries me. I asked winny to investigate this but got no answer. I have made 20 transfers and I have tried to make 27 transfers. According to winny, these have all been refunded to my gaming account, while I am missing a considerable amount in this.

I play lighting roulette at Winny, this lighting roulette is connected to various other online casinos, for example also at Jack's casino in the Netherlands where my friend plays. Now it is the case that when I play this roulette with winny, my bet on the roulette is always removed, this happens on average five to six times per game night, often the winning number falls, my question is whether winny can arrange this via the computer to cancel my bet remotely, because I find this very strange, my friend is not bothered by this at all via jack's casino.

The table/printout that winny gave me of my play history is what worries me the most because if I think logically I can never transfer an amount of 68,099 if I don't have one! and according to winny's computer my balance (complete game history) is 58,000 euros. In addition, I have not had my full game credit transferred 1 time because I wanted to continue playing, so the amount must be even higher, not a few hundred euros but a few thousand euros because I have to increase to be able to play my game, so I know that secure.

I have the printout of my game history as well as my copy of attempted payouts on my email and can send it to you if you wish. I also have all copies of the e-mail communication with winny with support and chat in which I was promised several times that the money won would be in my bank within three to five working days, we are now three weeks further and I still have received nothing.

I would really like to have this investigated because I myself have little knowledge of computers I only have logical sense that I can use and that says that a lot of money is currently gone from my account and cannot be traced back to me, and answers are not forthcoming, so I would like to share my dissatisfaction with you in the hope of an answer.

for me this money won is a lot of money and I am sorry that I have the feeling that everything is not right and after three weeks I still have not received any payout. winny is described on the internet (in the Netherlands) as a good online casino and reliable, which is why I started playing there, but unfortunately I have not had a good experience with it so far.

I'm not a gambler, rarely play because it's corona time I went to have a look online and came across winny, normally I sometimes go to Holland casino in Breda for an evening, but it was closed. So I am very sorry that I was very happy with the large amount won and now I am still empty-handed and feeling very suspicious about my balance and payouts.

Sincerely,

Read the casino review

22 Responses

User icon
thepogg
February 1, 2022

Hi silvana - welcome to ThePOGG.com!

Please ensure you have read our Complaint Guidance to ensure that you fully understand how our complaint management process functions.

As we are the ADR for the N1 Interactive Ltd license under the Malta Gaming Authority license there is certain information we have to provide you now.

You can find all the relevant information about this service here – http://thepogg.com/terms-of-use/ and the terms of use for our complaint service here - https://thepogg.com/terms-of-use-for-dispute-resolution-service/

To summarise.

– Use of this service does not preclude your seeking redress through court proceedings .

– This service is free to use for both the complainant and operator.

– At any point during the procedure the submitting party retains the right to withdraw their complaint. This does not preclude our right to continue the discussion with the involved operator of general issues related to the complaint (i.e. insufficiently clear terms and conditions).

– You are not obliged to obtain independent or legal advice or representation, though you may choose to do so.

We will look into the claimed balance discrepancies separately.

What reason has the operator given for the payment delay?

Thanks,

ThePOGG

User icon
silvana
February 1, 2022

Hi, thanks for your reply.

Winny has not given any reason to ..wait..with the payout(s). I have a lot of mail traffic between them and me and the only thing I get to hear; it is pending, you must be patient,; we are now three weeks further and the first transfer has yet to be made. In short, I do not get any payouts from winny casino. They did ask me for a copy of my bank statements, which I thought was a strange question, but did indeed send them to them, and since then again no payments, it has been about two weeks now that I sent that data to them. I also called my own bank to ask if there is a blockage somewhere, but this is not the case, with my bank everything is fine which means that the fault is with winny and so just not paid according to their standard, namely 7,500 euros per week. You can certainly obtain information about why this takes so long, purely because I myself have already tried all possible ways that winny offers to communicate, but again no definitive answer and no payment. Hopefully you can do more for me and investigate why I am not getting payouts from winny, it is such a large amount that I am concerned about this.

Best regards silvana

User icon
silvana
February 2, 2022

The umpteenth mail with postponement of my requested payment, can show them all, is getting very tired of it

.Hey [EDIT],

Thank you for your email.

A small update regarding your payment, it is still under processing due to the withdrawal limit having been reached.

The withdrawal is supposed to be paid after 7th February.

In regards to your bet, can you give me more details?

For example, the bet size, date when you placed it, do you get any errors, do you have any screenshots?

Kind regards,

User icon
silvana
February 3, 2022

Hi, yesterday around 4 am I got blocked in the lighting roulette. I contacted winny, who told me that the problem was my computer. After trying it on my other computer and also another casino in the Netherlands that also offers lighting roulette (the same one) it turns out that I am completely blocked to play the lighting roulette! I can just play the slots I see sound / balance / chat but can no longer bet. I want to add this to my complaint because I don't think this is allowed just like that.

User icon
thepogg
February 5, 2022

Hi silvana,

This is an English language service. If you have information to add to your complaints you need to do so in English.

The information you have provided above indicates that you have already received payments and that you have reached the withdrawal limits. How much have you received?

Thanks,

ThePOGG

User icon
silvana
February 7, 2022

Hello,

No I have NOT received any payment.

As is always the case, they are working on it, or is it coming my way, I must have patience, etc etc. But haven't received anything on my bank yet!

Winny has no intention of paying. The casino wants 1 thing its lost money back and therefore spends a lot of time so that this will happen. I now ask 4.5 weeks for payouts which are always postponed.

I also wrote to the Malta Gaming Authority and they referred me to the pogg you guys. adr provider.

An urgent payment could have been made by winny a long time ago, but again they are now stretching it for five days and after that there will be something wrong again so that it is not on my bank again. It's not that hard to estimate after all the emails I've received from winny that it's on the way.. and I have to be patient.

in short, winny stays out of his payments and continues to waste time.

In addition, my bets are regularly removed, the connection to the casino is lost.

User icon
silvana
February 7, 2022

Hello, I received the email below from MGA, which states that pogg is the provider of winny casino. Is this correct? then I really want to point out that winny contractually does not adhere to the payout schedule and emails all kinds of excuses to the customer not to pay out, and whether this is stretching time or hoping that the customer will play up their money. in their casino, both inadmissible in my view for an official casino. I really don't assume that I'm the only one this happens to winny, just I have nothing to hide, am not a gambling addict, have no criminal past and have nothing to hide from my surroundings. That doesn't make the matter any less serious because for four weeks now I've only been told lies that my payout is on the way, only to come back to a technical error or other reasons they put forward. Their way of working can be called outrageous in my opinion, absolutely not customer-friendly and you are kept sweet with lies, please once again request to investigate this casino for their way of paying out!

----------------------------------------------------------------

Thank you for contacting the Malta Gaming Authority.

Please be informed that all B2C licensees are now required to make readily available to players the applicable procedures for referring a dispute to the operator's appointed Alternative Dispute Resolution (ADR) provider. Furthermore, your case is clearly of a contractual or transactional nature, that is, relating to deposits, withdrawals, bonuses, account verification and account-related activities.

In your specific case, the approved ADR provider is The POGG. You are able to register your dispute directly by following this link:

https://thepogg.com/en-mt/submit-complaint/

User icon
silvana
February 7, 2022

Hello,

Hereby the e-mails that winny has sent me since January 7th. As you can see I am trying to get my money in my bank from January 10th, again and again it is in process, then cancelled, and so I expect another cancellation if I have waited those five days again, then there will be another excuse come. That is why I would like my complaint to be dealt with.

U

CC: [email protected]

Hi [EDIT],

Yes, this is correct. 3-5 working days depending on the day of your withdrawal being approved.

Once again we are really sorry for the inconvenience.

Hopefully, there will not be an issue this time, and you will receive your money shortly.

We really thank you for your patience.

Best regards

Winny Support

Ma 17-1-2022 15:36

Aan: U

CC: [email protected]

Hi [EDIT],

Your withdrawal came back to your Winny account.

At this moment you reached your weekly limit.

We are really sorry for the inconvenience.

Best regards

Aan: U

CC: [email protected]

Hi [EDIT],

First of all I understand that you are worried about this situation.

Your withdrawal was cancelled because the payment didn't reach your account, and came back to Winny.

Winny Support

Ma 17-1-2022 10:25

Aan: U

CC: [email protected]

Hi [EDIT],

Thank you for contacting us,

At this moment you have 10 withdrawals accepted by us and are on the way to you for 5569 €. Your current balance is 30617.21 €.

We can see that 2 of your withdrawals were canceled because your withdrawal was returned to us.

You can request another withdrawal due to that.

Winny Support

Ma 17-1-2022 08:36

Aan: U

CC: [email protected]

Hi [EDIT],

Thank you for contacting us.

We can truly understand that you are worried about this, we are talking about your money after all.

As it was said before this can take up to 5 banking days.

Za 15-1-2022 10:20

Aan: U

CC: [email protected]

Hi [EDIT]

Thank you for contacting us today.

From what we can see, these payments have been approved on our system.

This can take up to 5 banking days to get approved.

It is currently in this stage.

Should you have any further queries please don't hesitate to contact us again.

Kind regards

Ma 10-1-2022 07:23

Aan: U

CC: [email protected]

Hi hello,

Thank you for providing all necessary documents and information for your account verification.

We´re happy to confirm that your provided documents have been verified and approved.

We also want to inform you that your withdrawal(s) has been paid out.

We want to thank you for your co-operation and patience during this security verification process. Please do not hesitate to contact our Customer Care team should you have any other questions or concerns.

Winny Support

Wo 26-1-2022 07:50

Aan: U

CC: [email protected]

Hi hello,

Thank you for contacting us.

This is to let you know your case has been forwarded.

We will let you know as soon as we have more information.

Thank you in advance!

Best regards,

Winny Support

Wo 26-1-2022 15:32

Aan: U

CC: Winny Support

Hello [EDIT],

Hope you are well.

Kindly note that verification was needed due to casino regulations. Your withdrawal is under process to be paid out and your verification documents are no longer needed as they have been approved earlier.

Should you have any other queries please do not hesitate to contact us via our live chat 24/7 or by sending us an email.

Best regards,

Winny Support

Vr 28-1-2022 08:44

Aan: U

CC: [email protected]

Hi [EDIT],

Thank you for contacting our customer support.

Please request a new withdrawal of 3500 EUR so we can process it as soon as possible. This is due to weekly withdrawal limits have been reached.

Thank you for understanding.

Winny Support

Za 29-1-2022 00:31

Aan: U

CC: [email protected]

Hi [EDIT],

Thank you for contacting us.

This is to let you know your case has been forwarded.

We will let you know as soon as we have more information.

Thank you in advance!

Best regards,

Winny Support

Za 29-1-2022 00:48

Aan: U

CC: [email protected]

Hello [EDIT],

Thank you for your email.

From what I can see, all your cancelled withdrawals have been added back to your account.

One €4000 withdrawal has been accepted on 28/01, and you have a current balance of €25021,79.

Please let us know if we can do anything else for you.

Winny Support

Wo 2-2-2022 00:31

Aan: U

CC: [email protected]

Hey [EDIT],

Thank you for your email.

A small update regarding your payment, it is still under processing due to the withdrawal limit having been reached.

The withdrawal is supposed to be paid after 7th February

Winny Support

Za 5-2-2022 10:25

Aan: U

CC: [email protected]

Hello [EDIT],

Thank you for contacting our customer support team.

Reviewing your player account, we can see that your withdrawal has been manually processed today, due to technical issues upon your withdrawals. Please allow some days of funds to be processed and if you will not receive your withdrawals please get back to us and we will check this further for you.

We sincerely apologize for any inconvenience on this matter

Winny Support

Zo 6-2-2022 07:58

Aan: U

CC: [email protected]

Hello,

Please note that there were 2 manual withdrawals processed 4000euros and 3500euros. Every withdrawal takes up to 5 banking days to process.

Winny Support

Zo 6-2-2022 08:22

Aan: U

CC: [email protected]

Hi,

There were two withdrawals processed 4000euros and 3500euros so the total was processed 7500euros. Which is the maximum weekly allowance.

User icon
silvana
February 8, 2022

Below you can see my requested withdrawals that I would have liked to have paid out. This was not kept in deposit as I requested, but refunded to my account in a way that I was not aware of, could only find in my requested game history (I saw they had been refunded there but in your display was this is not immediately visible, because I do not quickly look over an amount of 4000 euros!)

So the customer is under the assumption that these amounts will be paid out, but in fact this is not the case, it has been refunded (everything) so that you eventually gambled everything again and did not notice this. Now at the end it turns out that only 1 amount has been approved of ALL the payouts I have tried to make, and after waiting four weeks they are still taking the maximum weekly amount of 7,500 when in fact they could have already paid 30,000 to me! given the time issue of four weeks.

I think this is such an odd turn of events. As you can see I again have two amounts of 4000 euros to be paid out, 8000 together, and the one that is now supposedly in payout mode, 7500... So I just play those four weeks on while I play with play money that I actually wanted to pay out, they don't pay and so the weeks follow....

this is a strange way of paying out with only 1 goal, that the customer makes up everything again in the casino.

4 weeks of normal payout would have been 30,000 euros while I have not yet received 1 payout.

[EDIT]

User icon
silvana
February 10, 2022

Hello,

I (unfortunately) have to report that after five days of waiting again nothing has been deposited into my bank of winny casino. because there is money in my account, which I wanted to cash out, for five weeks now I continue to play, now I have lost 7,500 euros again by waiting for money that does NOT come! if this is normal within online casinos, I wonder where the control is on this? there is talk of addiction problems while because of what winny is doing now, always do not pay out, this gambling addiction works completely in the hand and allows their customer to continue playing against their will because they do not get paid anyway. what an in and in sad case this is. your money won is not paid out, they wait for you to gamble further and lose, use lies that the money is on its way and then canceled again and apparently this is all allowed because nothing is done about it.

User icon
thepogg
February 10, 2022

Hi silvana,

We are discussing this matter with the operator, but I need to be clear - we cannot invalidate losses where you choose to play with the funds. Where you win you would expect to be paid and while I appreciate the situation is frustrating, it does not allow you to create a no-lose situation for yourself, wherein you can gambling, look to be paid winnings or insist losses be refunded.

If you do not feel in control of your gambling the operator offers a variety of Responsible Gambling tools including Self-Exclusions, Cooling off periods, Deposit/Loss/Wager/Session limits. Many of these you will be able to put in place via your own account or by asking on Live Chat/Email support.

You may find our free Responsible Gambling app BetBlocker useful. It allows users to restrict their internet capable devices from accessing over 15k gambling operator websites for between 24 hours and 5 years.

We will revert once we have further information about this matter.

Thanks,

ThePOGG

User icon
silvana
February 12, 2022

I think you are now completely wrong with your answer! It's not about me continuing to play, it's about NOT getting paid after 5 weeks! their contract states that they must pay players within 3 to 5 business days! this has still not happened after five weeks.

the rest is secondary and not relevant in this case, but I do think that it should be stated how casinos work to not pay out and then encourage gambling addiction!! and you think the player should be in therapy? weird answer, you are completely reversing the tables now.

Again if winny sticks to their own conditions, they should have paid me on January 7th! then I could have paid out an amount every week! they don't PAY!!!!!!

and now it's my fault that i play on? that I should seek help?

again that's not my question, winny is supposed to stick to their payout contract to their customers, they lie and cheat about this and you don't do anything about this?

explain to me why it takes winny SIX weeks to get 1 payment to me??

User icon
silvana
February 12, 2022

and no still no payment received!!!

User icon
silvana
February 12, 2022

I would like to ask you to stick to the REAL problem, namely winny does not pay 1 time within six weeks!

again i am not a gambler, not a criminal, won and wanted to cash out. Once again winny has violated this contract by NOT paying out, again not for six weeks, just say they did and then refund the money to my gaming account. This is not allowed! they do! this is the real problem, not that i choose to play on. Because you as a customer become very frustrated with this.

User icon
thepogg
February 12, 2022

Hi silvana,

We have not at any point stated that you are at fault. There is clearly a payment issue here that we are looking into. However, that payment issue does not alleviate you of any responsibility for your actions. If you continue to play with your balance and you lose, there is nothing we can do about that. That is a choice you made to risk the funds rather than waiting on the outcome of this process.

You are correct, there are two separate issues here - the payment issue we can investigate for you, but your personal decision to continue gambling is not. As your communications to us have to my mind indicated some issues with controlling your gambling, I have highlighted that there are a variety of tools available to you that would allow you to restrict your ability to gamble further while we investigate this issue.

As the operator has already explained to your, there has been an issue with the 3rd party payment processing company that resulted in failed payments. We are currently discussing this matter with the operator to establish what the easiest option is to resolve this matter.

Please confirm, what is that balance that currently remains?

Thanks,

ThePOGG

User icon
silvana
February 13, 2022

Hello,

Thank you for your answer,

The balance is 7500 which must be paid out.

This would have been manually transferred on 6/7 February due to a technical deposit.

today refunded to my gaming account AGAIN, so NO money was transferred to my bank AGAIN and I have to do this again according to them.

A so-called psychological game here is what winny is playing and which you absolutely cannot and should not blame the customer for.

I don't have a gambling addiction or gambling problem! On January 4, I deposited an amount of 200 euros with which I won a large amount. From the moment I had 7000 euros I have tried to have this paid out properly!

As you can read in the emails, I have tried this many times!

these were always transferred back to my gaming account, often I didn't even realize that and I assumed that my money would be transferred to me!

But now we are more than six weeks on, and winny continues to play his game, just lie and kick back, with only one goal, play it up.

I personally think this encourages gambling addiction because they don't pay out!

I'm going to have that 7500 paid out again today, like a thousand times.....

-------------------------------------------------------

Winny Support

Zo 13-2-2022 02:43

Hello [EDIT],

Hope you are well.

We would like to inform you that your withdrawal has been canceled. As per the payment department, you have to make a minimum deposit with Brite to be able to make a withdrawal.

Should you have any other queries please do not hesitate to contact us through live chat 24/7 or send an email.

Best regards,

[EDIT]

Customer Support

[email protected]

User icon
silvana
February 13, 2022

now they say again that i have to make a deposit to make a brite payment.

they just have my bank details, so I don't think this is necessary. can you give me an answer why winny is now switching to brite again and that I should make a deposit for this, in my view it is getting crazier.

User icon
thepogg
February 13, 2022

Hi silvana,

There is no game being played here. Simply poor communication and problems with a 3rd party payment processor.

It is absolutely standard to have to make a deposit via a new payment method before you will be able to withdraw to the new payment method. This is a rule generally put in place by the payment method themselves, wherein they will not accept payments from a business to a customer unless they have first processed a payment from the customer to the business.

Please comply with the request then request your withdrawal again.

Thanks,

ThePOGG

User icon
silvana
February 13, 2022

I've had so many withdrawals made, with winny claiming to have refunded them all, I've received 20 refunds via email as confirmation, but made at least 27 deposits! so it's definitely not right. So much has been deliberately messed up that it has all become very unclear what exactly happened. I can say I still have 7500 but this amount may be higher after research on your part. Winny has made one big mess of it where I simply no longer know what exactly they are doing.

I've gone through all my game history, and added and subtracted, but nowhere does winny put a code that they have actually refunded this money, where a third party can't possibly know what exactly happened.

I really hope the pogg wants to look deeper into my case, because again what happens to me can happen to other players too, and I don't wish this on anyone! because it really is a psychogological process in which they lie, twist, cheat and portray the customer as a moron and a gambling addict. intolerable.

User icon
thepogg
February 15, 2022

Hi silvana,

Our understanding is that the payment issues have been resolved and all remaining funds have been paid.

We would appreciate it if you could confirm when you receive your funds.

Thanks,

ThePOGG

User icon
silvana
February 18, 2022

thanks for your help, winny has now paid idk. after I had to deposit money again, this has now been handled correctly

User icon
thepogg
February 18, 2022

Hi silvana,

Thanks for letting us know - it is appreciated :)

ThePOGG

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Agreement

silvana 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:

  • Winny
  • Malta Gaming Authority
  • N1 Interactive Ltd

January 31, 2022

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