Winward Casino - Player’s complaining about the overall casino experience.

Over the past two years I have invested over 70,000 dollars in this casino.

I had always been of the belief that once the wager had been met my winnings were mine.

T/C s say if a bonus chip had been given a limit of 500 max withdrawal applied for someone with VIP master player.

I am a gambler and had asked on more 15 occassions to close my account via email the VIP host cunningly would always furnish my account with 100 or 200 to keep me aboard and play consitently. There were times I begged for my account to be closed and explained clearly I couldnt help myself and needed it closed immediately. In 2 years they only did this twice.

The problem doesnt just sit there I then found they were tampering with my wager and resetting the wager to start from zero. When I called them out I was hurled anger and then they proceeded to communicate only via chat.

I had a big win of which I withdrew 6000 dollars of only which 2000 was paid claiming this was won off a bonus chip when I still had left over winnings in my account and I clear my wager everytime religiously prior play.

Further to that the vip manager took a very aggressive approach towards me and locked my account claming that rather than me resist the urge to continue play he would disable my account banking so I could not deposit. I was not paid two loyalty bonuses and funds took 18days to be delivered. I have only ever made 3 withdrawals in 2 years.

I am not a 5 minute player I have played this casino for 2 years every day. I knew the vip host Ron on intimate level of where he would pop in on chat regularly to ask avout my family.

I feel I was completely blindsided by this team who offered selective bonuses to ensure longevity of play but were calculating.

Once you selected either a free spin or a bonus and despite having your own money in and having met wager the casino will only payout the minimum.

When I had worked this out I called them out on it I had made a withdrawal for 6000 and I had 9000 still in my account no wager. I said to them ok if I deposit a further 100 dollars effectively a degree of the money would be mine. No one answered my emails I am a vip plsyer. I then recieved an email from support of which I was told to pop in to chat to communicate with my vip host with regards to my matter. I said I wanted clarity over email.

Of course I popped in as I was owed money. He told me out of courtesy he would only give me 2000 out of my six and he was being more than generous as I was only entitled to 500 on top of that I was to just play through the 9000 in my account as it wasnt worth anything because that too had been won on a bonus chip.

He was aggressive and rude and delayed my payment I was in there hands there was nothing I could do.

I would like a complete overhaul of my account.

I need help as I have been completely robbed.

Dear Beatrice,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Unfortunately, I’m not able to assist you with this case based on the current description of events without any supporting evidence. Could you please forward any relevant communication to petronela.k@casino.guru? Resolving which problem would be the priority for you?

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

Thank you very much, Beatrice, for your email. Unfortunately, I still don’t understand how you’d like to proceed with this complaint. Resolving which problem would be the priority for you?

Additional comments from the player:

"Hi Petronela,

I want to get some of money back for misleading me with the belief that I had not wagered by resetting my wager back to zero with the claim that from the host that I had several wagers to meet which is impossible. They tampered with my account during play. Also I do not believe that I had not won my money fairly and instead of paying me the full amount of my winnings I was only paid 2000.

Then when I uncovered the hosts had not done the wright thing I was basically forced to leave the casino. They stopped giving me my bonus and two loyalty were not paid. Petronella I have two years of play everyday. 70,000 + was spent at this casino.

I want someone to investigate my account as there has neen fowl play from the staff.

I hope you can help ultimately I want the 4000 dollars paid out that I withdrew and did not recieve and the loyslty bonus of 300 that I did not recieve.

Thank you for your time I really appreciate your email and assistance.

Regards

Beatrice M***?

Could you please forward any supporting evidence showing that your winnings haven't been accumulated from a bonus play, hence, you should be entitled to the entire amount? Ideally, please forward your bonus and cashier histories. Thank you very much in advance.

Additional comments from the player:

"No they are not Petronela they I just checked they are only available from the 1st March 2021 

There is no bonus history at all only transaction history from the 1st March 2021"

Dear Beatrice,

Have you tried to change the dates in the filter when searching for your cashier and bonus histories. Alternatively, you could request them from the casino.

Additionally, could you please clarify if you've accumulated your winnings with or without an active bonus since you mentioned wagering in your previous reply: "I want to get some of money back for misleading me with the belief that I had not wagered by resetting my wager back to zero with the claim that from the host that I had several wagers to meet which is impossible. They tampered with my account during play. Also I do not believe that I had not won my money fairly and instead of paying me the full amount of my winnings I was only paid 2000."

Looking forward to hearing from you.

Additional comments from the player:

"Petronella the 2000 was all I recieved from the 6000. I am not chasing the any other as revoked my withdrawal request on the 12,000 however of the 6000 I was only awarded 2000 of which you can see I won fair and square.

But further to that I had 12,000 in my account of which I won

fairly but I was told that I would only recieve 500 of it. As the was the most

that could be withdrawn on a free chip.

So I had no choice I just played it through. Very

dissappointing."

Dear Beatrice,

I would like to emphasize, that according to our Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#win-limits, we consider imposed win limit to be unfair and predator, only when it’s applied to a real money game, however, we accept bonus T&Cs that restrict the maximum cash out from a bonus play, especially when it comes to No Deposit bonuses.

Could you please advise how you'd like to proceed with this case? Looking forward to hearing from you.

Additional comments from the player:

"Im not sure what you are trying to say here Petronela?

Please elaborate."

You wrote in your last reply that you have revoked your withdrawal request and received $500 winnings from the Free Chip. So which amount is disputed now? I’m truly sorry but I don’t understand. 

Hello Beatrice,

Could you please confirm the following?

-         Real money deposit $110 (without bonus) placed on Feb 12, 2021 (8:57 pm)

-         $20 bonus redeemed on Feb 13, 2021

-         Withdrawal of $12,000 requested on Feb 14, 2021 (only $500 was approved)

-         Withdrawal of $,6000 requested on Feb 15, 2021 (only $2,000 was approved)

Were there any other deposits after the $20 bonus has been activated? 

Additionally, I would like to ask to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. You can reply to this existing complaint by following "Link" from the notifications which have been sent to your registered email.

Your cooperation in this matter is highly appreciated. 

We’ve rejected this complaint as per the player’s explicit request. Sorry, we were not able to help you with this one, but please, do not hesitate to contact us in the future, if you run into any issues with this or any other casino. We are here to help.