Winner - Notarized ID not being received

Ruling

Resolved - The player became non-responsive after we contacted Winner casino. As such the assumption is that this issue resolved itself and that the player was paid.

Read our Winner Casino Review.

Player's Complaint

Hi,

Look I know before they say it that receiving overseas post is out of their hands and I agree but on two occasions now my ID has been sent to the Philippines and tracked that it has reached the Philippines but has then not been forwarded onto the address at Winner casino, to process my withdrawal that is what I have been asked to send...my first package was pretty much confirmed as lost by royal mail after confirmation of me giving evidence to the casino that it reached the Philippines 2 months later it still didn't get to the casino address, and I am worried now that the SECOND NI I posted to them on the 11 June 2014 has been lost to!! Again I have been told it reached the Philippines over 10 days ago but Winner casino have not received it. I spoke at length today with the manager at Winner [EDIT] who advised they will be checking with their relevant department, but I told this lady that they cannot expect me to keep paying in excess of 150gbp to get the NI and the cost of shipping each time only for the local post office to lose the docs!!! I also suggested I take scanned images of the relevant documents and send via email and they can even contact the notary to confirm I was there in person.

I await there response as I have given them other options as I refuse to send NI a third time and no doubt I will not be reimbursed for this.

Some common sense needs to prevail with Winner casinos NI policy if there is an obvious problem with the documents being received.

thank you.

WINNER USERNAME - [EDIT]

EMAIL ; [EDIT]

Read the casino review

5 Responses

ThePOGG

July 3, 2014

Hi WESTHAM1,

I'll contact Winner casino and see what I can find out. I'll let you know as soon as I have some useful information.

Thanks,

ThePOGG

ThePOGG

July 18, 2014

Hi WESTHAM1,

To keep you up-to-date, I have heard back from Winner casino and I'm currently discussing how to move this issue forward.

I'll let you know as soon as I have more information.

Thanks,

ThePOGG

ThePOGG

July 24, 2014

Hi WESTHAM1,

Winner casino have finally got back to me and they inform me that they've been in contact with you to resolve this issue. Can you confirm that this is the case and if so what progress has been made?

Thanks,

ThePOGG

ThePOGG

August 4, 2014

Hi WESTHAM1,

Can you confirm whether this issue has been resolved? If I do not receive a response from you by Friday the 8th of August I will presume the issue has reached conclusion and close this complaint.

Thanks,

ThePOGG

ThePOGG

August 8, 2014

As WESTHAM1 has not got back in contact with us, I'm going to assume that this issue has been resolved.

I do have reason to suspect that this complaint and another against Winner casino that’s recently been concluded are connected in an intentionally deceptive fashion, but the reasons I have are no where near strong enough to be in any way conclusive and as Winner casino have chosen not to engage with our mediation process I cannot verify this.

ThePOGG