@MissM 163018 wrote:
1. 15 April, he contacted Winward cutomer service via live chat to ask if his wagering requirement was met, he was informed that it was, but he was pretty sure that the CS agent was confused. We are sorry that his attempt to use our CS was not helpful.
2. 15 April, he sent Winward CS an e-mail asking if the wagering requirement was met because he wanted to play craps and roulette. CS responded that craps and roulette do not count toward wagering requirement. We are sorry that his second attempt to use our CS was not helpful
3. 16 April, he wrote an e-mail to our CS asking what being at loyalty level 2 meant, as he noted he had moved to level 2, but could not find any information on a loyalty program. We informed him that we do not have a loyalty program and being a loyalty level 2 is meaningless.
4. 30 April, he contacted custmer service via live chat to ask if the wagering requirement was met. He was informed that his wagering requirement was met.
5. 30 April, he wrote an e-mail to our CS asking when the bonus would move to his cash account. We replied that the bonus would move to his qualified bonus account when the wagering requirement was met. We are sorry to have not answered his question, again.
6. 30 April, he wrote an e-mail to our customer service asking why the bonus was not moved to cash account. We replied that he should file a help ticket to adjust bonus. We are sorry to have not responded in a way that could be understood.
7. 1 May, he writes an e-mail to our CS asking for the bonus to be added to his cash account so he can withdraw it. We reply that only the amount in his cash balance can be withdrawn. We are sorry to have not answered any of his e-mail questions so far.
8. 1 May he calls CS and gets clarification that the bonus is wagering credits only. We are happy he finally got a good answer from our CS, and sorry we do not make this at all obvious on our website.
9. 1 May, he requests a cashout of his $300 cash balance back to his deposit method, eWalletXpress. Then he goes bonkers on the craps tables with the bonus wagering credits. He runs it up to $500, then he plays high limit blackjack and goes busto. He should have known better. :tongue:
10. 4 May we send him an e-mail stating his withdrawal request is declined. We include a non-sensical statement about selecting the payment option that best fits the player’s need.
11. 4 May, he calls our CS to find out why his cashout is declined. He is informed that he needs to e-mail his eWalletXpress account number to our accounting department. We know this is unusual since he deposited with that account, but it is our rule.
12. 6 May, he e-mails us his eWalletXpress account number.
13. 7 May, he requests a cashout of his $300 cash balance
14. 11 May, we send him another e-mail declining his cashout. This time we add “due to lack of required information”. We didn’t feel it was necessary to explain what that information might be. We also didn’t feel it was necessary to mention this missing information in our 4 May declined e-mail.
15. 11 May, he calls our CS to ask what the required information is and we inform him that he needs to send identification documents. He asks if there is anything else he needs to do to get his cashout. We tell him “no.” He starts a thread on CAP critical of our organization.
16. 12 May he sends us his identification documents.
17. 13 May, he requests his cashout for $300 for the third time.
18. 18 May we send him another e-mail declining his cashout request. This time we put a link to our free money bonus rules, even though he had a first deposit bonus, not a free money bonus. We also saw no reason to mention this in our 4 May or 11 May e-mails declining his cashout request.
19. 18 May, he begins to smell a rat, so he goes to Casinomeister to see if there have been any other complaints about Winward. There are many. Several seem to be very similar to his situation, a new excuse every week to not pay the player. None of these players ever got their money. He sees Casinomeister has issued a warning report on Winward on 8 May. Casinomeister has added Winward to the “Not recommended” list and is contemplating a move to the “Rogue” list, but is waiting for Winward’s response to some issues first.
20. emailed me
21. PM me on casinomeister
22. PM me on CAP
23. Posting at CAP one thread
24. Posting at CAP same issue thread 2 accusing us as being a mess
25. Posting at CMeister same issue
Malci, fixed your post. 
As previously stated, I have copies of everything except the phone calls.