Dear AskGamblers Community and Support, dear Winward Casino (Support and/or Security) Team,
I've really sad, that I had to turn to this forum to complain about this and that, but as it said in the complaint title subject: I haven't recieved any informations and/or reply (I mean in a formal/written way, like e-mail from Winward Casino) I asked for, so I became really-really disapointed, because I've requested all of these information (from them) - about account verification and such (like withdrawing earnings from bonus money), because I wouldn't like to violte any rules of them, and would like to make everything in the right way.
So where shall I start?
(I would like to define the whole case in a short way, but it's more complicated unfortunately - because of their T&C's, and lack of responses)
I've registered to this Casino not so long (about 2 months ago), and I've made only 2 deposits so far to them, and I've really like spending time at their site, playing (mostly) on video slots.
They have (weekly) free (promotional) money bonuses, so I've decided to give it a try, and fortunately I've managed to complete the wager requirements (even it was: 99x times the bonus amount) on the last bonus offer of theirs I've accepted (via e-mail).
This was almost 3 weeks ago.
So (at that time, and) now (as well) I have more then 1.100 $s on my account. (only from bonus money*)
I've read through their T&Cs and bonus rules as well, and I get it: that from I can only withdraw *200$s at max. according to my VIP status/level (which is Bronze at this moment) from this bonus money I've managed to wager (and the rest of it will be deleted when the pay out request is made).
That's still quite fair enough, so I've decided to get my account approved (by them), but first I wrote them an e-mail about my questions(/fears), because (as I wrote above as well) I would like to make everything in the right way.
And that's where problems started...
I sent the e-mail** with my questions to their support team 2 weeks ago (on february 16th), with the subject: "Questions about: Account verification and bonus money withdrawal /bAndrejka/"
But sadly: Not even an auto-reply I've get...
I've turned to live chat to ask about my mail (about a few days later) - if they've already got it, then they said: "I will get a reply soon!" (at that day - it was on wednesday /february 22nd/ I guess, but I can't remember well)
**I haven't copied the whole letter (I've sent to them) here, because it is really long, but if You would like me to do that, I will post this as well.
I've waited, and then nothing... (Yep: I've also checked my Spam folder in my G-mail)
Then I've turned to live chat again (in 1 or 2 days - it was last thursday maybe), and the agent said I should forward my mail to their Security Team. Even it is "only" -I guess- stands for: account verification, and I only have questions but no attachemnets at that time, I've forwarded my e-mail to them as well (as their Support Team).
No (auto-)reply or ticket number (even the agent on live chat said I would get in less than an hour).
Ok I've waited, but when 2 or 3 hours have passed, I turned to the live chat agent again (I guess it was Oscar or Jason that time), and he told me, that I should ask my questions to him. (he was really really helpful indeed)
I've copy+pasted my whole letter, and then he patiently get the informations I've needed - at least with the account verification questions I've mentioned. (even if it wasn't a formal way, or how these cases meant to /sholud be handled - so I mean there isn't a proof for me if something will went wrong...)
Even my concrete questions about the (potencial/future) bonus money withdrawal still reamained foggy, but I decided to sent them all of my docs we've discussed, as they asked:
Copy of my (national) ID-&Mastercard (I've made my 2 deposits from), my bank statement (for address verification), and their CCVoucher*** (can be found on their site).
With all neccessary informations visible on them.
***I must notice the fact, that: on that form there is a line "Customer Account ID", which I thought I should write my account username (at their site), but I was unsure about it, so I asked the live support chat agent, and he gave me a 16 number code.
I mean - from how (on Earth) should I know by myself, if I haven't asked for/about it?
Nevermind...
So I've sent the 4 annexes in 1 e-mail to their Security Team, and at this time (that was on last friday - february 24th) I've (suddenly) got an auto-reply with a ticket number in the subject.
Because the Justin or Jason (on live chat) said it would take up to 48 hours, I've waited patiently (again), it was almost weekend, etc...
Then on this week's tuesday or wednesday (so about yesterday) I've turned to live chat again (matter the fact it was really rellly hard to reach him /get him reply me - but maybe they were too busy, that's okay), and asked about the verification process, I was told/got a promise: " I will get a reply in the very near future!"
Because nothing happened again (since then) I've turned to live chat again today.
It was the hardest /longest that I've ever experienced (on their site) to have someone to get in touch with me.
Then finally someone replied: I was asking about my account approval, given the ticket number, and then the agent said: "It's all okay, I can request my withdrawal."
He didn't mentioned me one of the bonus rules I've also read so far, which said:
"You can cash out winnings from free bonus money if you have at least one deposit made in the last 5 days before PLACING the payout request."
That's okay, but it was quite interesting, that I haven't been told so, just get informed, that I can request my pay out, which is "against" their rules...
So I don't want to surmise stalling tactics on this, or meant to be rude and such, but everyone could decide what would happen if I request a payout before making any deposit to them (in the 5 recent days)?
I guess according to their rules: it could be voided - I think so - and I won't even have a word about it, because at that time I would violate their rules. (which I really really didn't want all the time, but since then their Support Team didn't replied me it could come to this, if I haven't read all informations through)
So the minimum(/intial) deposit to their site is 25$s, but as I will deposit them I will (automatically) get 500% bonus on it (on my first 5 deposits - it will be my 3rd), which is 125$s with a 30x wager (d+b) requirement on that, means I must bet 4.500$ to turn it into "real" money (balance).
It wouldn't be a problem, but since you can't request a withdrawal (of the bonus money for example I've turned into real money - 1106$s) at the time you've got active bonus on your account.
On live chat I asked about this paradox:
And they've said they can delete the (125$) deposit bonus if I request it, and after that I can cash out my winnings from the bonus money (200$s at max.)
That's okay, but what if I would like to manage to wager it as well?
Is there a way to it?
I mean like: are They suppose to separate these two amounts (one is from the free money I've earned, and one from the deposit bonus) on my account?
As You can (easily) see: I've tried my best, I know the rules and (I guess) I was really tolerant since that time, but to make the long story short:
now I would like to get answers to my certain questions, which are these:
1.) - Have my account get (finally) approved? (if it's not: what further informations or documents should I provide to them?)
2.) - (if it does) Then if I deposit a minimum(/initial) amount (which is 25$s) from my Skrill account, then I get an 500% bonus on (125$) ==> So my whole balance will be 1256$ from which 1106$s is from the free bonus money I've earned (from that I can only withdraw 200$s at max. - that's crystal clear).
But will there be still 25+125$s more (with a 4500$s wager to turn it into real money), that I there is no limit on it when cashing out (if wager reqs. have met of course)?
So I manage to make 3000$s**** (or above) the situation on (my future) withdrawal would be like this?:
200$s (from free bonus money)
+ (3000-1106) 1894$s from the deposit bonus (after wager reqs, have been met - of course)
= So: 2094$s (200+1894) total sum can be paid out to my Skrill as well?
****or if it is a must - due to separation conception: that's can be only carried out if I not running lower than 1106$s earned from free bonus money - or what?
Thank You very very much AskGamblers for helping me (via this forum) with these problems or forwarding my issue/"complaint" to Winward Casino Team, I really appriciate Your efforts!
If You need any further information or proof about this case, please feel free to ask about it!:-)
I hope, that I will get a response soon from them as well.
Yours sincerely&thanksfully,
bAndrejka
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