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Winner Casino - Took £41,000 from my balance without any explanation being provided
Ruling
Found for the Player - Winner casino have refused to discuss this complaint with us. As such we only have the player's statements on which to base a ruling.
Read our Winner Casino Review.
Player's Complaint
On the 18th april 2016 I played the casinos promotion where on Mondays they were offering 70%, 80% and 90% bonuses up to £300. I read all the terms through to make sure I wasn't breaking any, and saved them on this day for my records. I have attached them to this complaint
Firstly, I played on roulette and was lucky enough to win approximately £8000. After this I had a wagering requirement to complete. Despite blackjack only counting to 20% of the wagering I decided to fulfil the wagering on it as I enjoy playing. To my amazement I managed to get my balance up to approx £43,000. I did some further playing over the next few days and eventually my balance was approximately £41,000.
The next day I logged in to play some more to find all the money had gone and only a few hundred left in its place. I have received no explanation as to why this money was taken, and I know that I did not break any terms and conditions.
I expect full reimbursement within 7 days or I will be taking aggressive legal action.
[EDIT]
hxxps://gyazo.com/1cfcdc037401b932d192eacf205c88d2
hxxps://gyazo.com/041599ad4228ba2fc44b7e75e6b797c1
hxxps://gyazo.com/247171e9a2b01c9e8b7bcd493c865176
10 Responses
Dear Pogg,
Yes, you're right it's a copy and paste job, apologies for the laziness! The legal action part can be removed. I have downloaded copies of the terms from the days so if the casino ask for them I can provide them. I am certain no terms were broken - I am aware of a max £10 rule which is listed on sign up bonuses only. There is no mention of it in my saved terms. The casino will be able to tell this by looking through my pay history and seeing that I always bet over £10 with no issue.
It is obvious they took exception to me using roulette and blackjack as part of the win - however once again I assure you no terms were broken. Blackjack only counted 10% or 20% towards wagering but it definitely counted. Roulette was not excluded.
Many thanks
Just to add to this to support the case - here is a copy of the terms as of April 5th 2016, shortly before I played and won:
https://web.archive.org/web/20160405124334/http://casino.winner.co.uk/bonus-terms
What I seem to remember is that they added terms which they then tried to retrospectively enforce. You can see from the above that no terms were broken.
Term 9 states a maximum bet of £10 USING FIRST AND SECOND DEPoSIT BONUS FUNDS, which mine wasn't!
Roulette and Blackjack both show as counting towards wagering - they are not restricted games.
Term 10 states: When a player with an active bonus wins more than double the bonus amount, the player must keep playing in a game of similar or equal weighting until wagering has been completed. Moving from low weighted games such as Blackjack or Roulette, to high weighted games such as slots or scratchcards, after a large win, for the purpose of completing wagering requirements, will result in the bonus and any winnings being removed.
Roulette counted for 25% and blackjack 20% - I stayed playing low weighted games the whole time and did not change. I didn not play any slots or scratch cards.
I cannot see any other relevant terms - only the ones explaining the welcome bonuses. Thanks
In the copy of the terms from 7th may after the confiscation you can see they have amended term 10 very very specifically to justify the confiscation, and enforce this retrospectively:
https://web.archive.org/web/20160507043815/http://casino.winner.co.uk/bonus-terms
I cannot see how the casino can fail to pay me and try to enforce retrospective terms. The evidence is clear cut
Hi, is there any update please?
Hi, do you have any updates on this issue please?
Hi isaac_collier,
At the present time I'm still trying to get hold of the right person at Winner to discuss this issue.
Thanks,
ThePOGG
Hi,
did you have any luck from the casino?
Thanks
Hi isaac_collier,
Unfortunately we've had no viable from Winner so far. For the time being I'm still trying to get the right individual within their organisation to talk to us and I'll let you know if we have any success.
Thanks,
ThePOGG
Hi isaac_collier,
We've had no response from Winner casino regarding this complaint and at this point I have no reasonable expectation of that position changing. As such I'm afraid we're unlikely to be able to do anything further to help you.
As a UK player I would recommend that you contact IBAS, who are Winner Casino's officially appointed Alternative Dispute Resolution service. They are required by their license to cooperate with IBAS.
Sorry we couldn't be of more help,
ThePOGG
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Agreement
isaac_collier 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:
December 12, 2016
Hi isaac_collier - welcome to ThePOGG.com!
A few things before I go any further. This is a word for word copy of a complaint you submitted to another site in May. If you've not taken legal action by this stage, I'd suggest that the threat of doing so may have lost its potency.
Secondly, the links you provided no longer work.
Finally I need to know that you're absolutely sure that you've broken no terms? The promotions on offer at Winner casino at the time of your play all seem to have carried a Maximum Bet of £10 on a single round of play. While it wouldn't be impossible to win £8k playing Roulette with a maximum bet of £10/spin, it would be exceptionally lucky. to then win a further £35k playing £10/round on Blackjack would be phenomenal!
If you can confirm you've not broken any max bet rule I'll contact the operator and see what I can find out.
Thanks,
ThePOGG