Home Complaints Winward Casino - Player’s account has been suspended.

Amount: €5,963

Winward Casino - Player’s account has been suspended.

Winward Casino
7.2/10 Good reputation
Submitted: 18 Dec 2020 | Case closed : 13 Jan 2021
Our verdict

Player stopped responding

REJECTED

Case summary

47 days ago - 13 Jan 2021

The player from Canada had their account blocked without further explanation. We rejected the complaint because the player didn't respond to our messages and questions.

Public

I was given a free 25 spins but fortunately I won and it reached 12,000 but I still played till I lost More than half and I end up with 5900 balance, without any explanation my account was suspended temporarily, until now I don’t know what is the issue , this happened after I verified my identity and asked how much I could with draw I was ask to contact them by live chat or contact customer support but I can’t contact them because I can’t log in on my account because they suspended my account, so I send an email but I haven’t got a reply from them

Public

Dear Rasec55,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Have you completed the account verification successfully in the past? Could you please advise if those 25 Free Spins were received upon registration/sign-up? Have you deposited any funds into your account?

I have checked general bonus terms and conditions, and this is what I found https://www.winwardcasino.com/en-FI/bonus-rules:


"Any winnings from the Sign-up free spins have a maximum withdrawable amount set to €100."

"In order for a player to be able to request a withdrawal of an amount won from the Sign-up free spins the player needs to have at least one deposit transaction on their account."

"Once the player’s first deposit transaction has been made, any winnings coming from the Sign-up free spins exceeding €100 will be forfeited. The said amount, €100, will be available for withdrawal."


I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Public

It is unfair or unfair for a player especially when it was won fair and square, it is not fair for a players

Public

It is not my fault to win , they should have stop me when am still on the max already ,

Public

Besides this I looks like the site is not ready to pay a winning this big

Public

What is your take on this , I would not stop till this is settled I have the screen shot to prove that this site is a fake , it is not the fault of the player to win player z, as a player we don’t have the control over the gsme

Public

i would like to know how a player would know why this account is blocked with out any explanation

Public

As I mentioned earlier, the maximum cash out from Free Spins would be €100. Could you please advise if you have redeemed any No Deposit bonus previously in this casino? Looking forward to hearing from you.

Public

Dear Rasec55,

We are extending the timer by 10 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

 

Public

Unfortunately, we’re rejecting this case because the player hasn’t responded to our messages and questions. Therefore, we’re not able to proceed with further investigation or suggest possible solutions.

The player can reopen this complaint anytime.