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I deposited $150 and had a bit of luck, running it up to $300. I have had three payout requests declined at Winward. They do not explain why, they just decline the payout request. Then its like pulling teeth to get an explanation.
They claim they can only process payouts one day a week – Monday. So once you are declined, you have to wait another week to request the payout again.
I checked Casinomeister and see that there are numerous complaints about Winward slow-paying and/or no-paying customers. Now that I have been a customer, I believe all the claims are true.
Affiliates would do well to warn their players away from this casino, at least until they can fix their cashout processing issues.
Hi Bullajami,
I strongly believe before someone scream he should try and talk first.
today you emailed me I told you I’m looking into your issue I asked you to check if you received any email from accounting as of why your payout was decline, you then showed me that you indeed received an explanation from accounting, you didn’t meet wagering criteria therefore your payout was decline and they gave you the link to check this wagering criteria as posted on our site.
you at the same time today posted this after I replied to you as well as at casinomeister. do you really seek for a reply or you just want to write about?
let me know as so far I took your issue very seriously, now it looks to me as spamming.
Malci
Malci,
Thank you for your attention to this matter. Is there some reason that I must choose between resolving the issue of my declined payout with Winward and also warning others about Winward’s broken cashout process? Why should I not be able to do both?
This is the third time that Winward has declined my request for a payout. Prior to the first time I requested this payout I contacted customer service to verify that I had met the wagering requirement. I contacted your CS multiple times to ask what the exact amount of the wagering requirement would be, how much I had wagered, and how much wagering I had remaining. I was asking this so that I could play craps, which is not allowed until the wagering requirement is met. Your CS told me that I had met the wagering requirement and I could play craps.
If I still have wagering requirements, please let me know the exact amount that is remaining.
Having read the multiple reports and complaints about Winward on Casinomeister, I do not hold out much hope that I will ever be paid my winnings. No one ever seems to from what I have been reading. If you can reverse that trend, I’d be most appreciative. :hattip:
Bullajami
of course you can do anything you want and post everywhere, but if you have a problem with the casino, you speak to the casino directly to get a reply and solution, you at least give them the first chance to solve it, otherwise it looks like you don’t really look for a solution.
We do PAY PLAYERS and it is wrong of you to say anything else, while the reasons you didn’t get paid was once you didn’t give us your account details to where to send the money to, then you didn’t supply the relevant document to prove your identity, not to mentioned you gave us a fake tel number, then you didn’t met wagering requirement, on top of it, each time you were fully informed via emails from accounting on the reason, not once you replied to them. or call to ask for more info, so how do you want me to take it seriously?
Monica will give you full details with dates and reasons via PM, not to reveal too much info on the forum.
for further reference, when you have any problem, even if we may have done a mistake, it can also happen we all human then please email accounting@winwardcasino.com and it will be fixed in a timely manner, you can cc me at anytime (you have my email address) if you want my involvement.
Regards,
Malci :wink-wink
@MissM 162938 wrote:
of course you can do anything you want and post everywhere, but if you have a problem with the casino, you speak to the casino directly to get a reply and solution, you at least give them the first chance to solve it, otherwise it looks like you don’t really look for a solution.[/quote]I am not posting everywhere, I am posting here and at Casinomeister.
I have numerous e-mails and chat sessions with your customer service saved. Winward was given numerous opportunities to resolve this privately and chose not to. I visit this forum to absorb information from other affiliates. It is my responsibility to share my information with them.
@MissM 162938 wrote:…while the reasons you didn’t get paid was once you didn’t give us your account details to where to send the money to, then you didn’t supply the relevant document to prove your identity, not to mentioned you gave us a fake tel number, then you didn’t met wagering requirement, on top of it, each time you were fully informed via emails from accounting on the reason, not once you replied to them. or call to ask for more info, so how do you want me to take it seriously?[/quote]
The only thing in that run on sentence that is true is that the first telephone number I gave you was incorrect. I typo’d one digit. It was not a fake, but it was not my number, and it was my fault you did not have my number, even though it was not intentional. I dispute everything else you write here.Attempting to discredit and dismiss me as a spammer and screamer will not deter me from sharing my experiences with Winward casino with other gamblers and affiliates. I am a 43-year-old career Navy officer, and a part-time affiliate and gambler. I assure you I have better things to do than flame some undeserving online casino in a forum. I would ask that you expend your energy addressing my issues and not the manner in which I present them.
:hattip:
I think labeling Bullajami a spammer because he has a complaint with your casino’s cashout problem is harsh. I’m surprised to hear that the casino only allows cashouts on Monday though – is that actually the case at Winward Casino? Is that a standard cashout procedure at most online casinos?
Randy, I didn’t label anyone, my point is you first try to solve with the casino then you post if you didn’t get a solution then yes, post everywhere I know I would do the same if something was done to be that wasn’t fair I would like to warn everyone in my industry, I emailed back to Bullajami and my only intention was helping him solving it, he said he never heard from accounting, then he showed me he did receive an email from them, yet I said I will check his complain, he didn’t allow me a minute more and the same day I saw he posted here, that what I found not to be fair. and yes, we process payout on Monday’s we always have.
Bullajami, I spent my energy only on solving your request, and when I find something to be unfair or written bad about one of our sites, not once I didn’t reply you on the spot when you emailed me, but you didn’t give me time to fix anything then you posted at the same time, so yes, I don’t think it is fair and doesn’t reflect a real overall experience with a site, any site. have you emailed accounting? did they not specify the reason when they declined your payout? pls let me know I’ll take care of it in a serious matter if they failed to do so. as you suggested I’m not giving the right details when I examined your account with accounting. Pls tell me what was I said to be wrong or incorrect? I can supply you with dates and full info via PM as well if you wish so.
As of now, after checking with accounting, you haven’t met wagering criteria at payout time. therefore your payout was declined, you shall wager more then you will be entitle to withdraw.
please let me know if you have any questions,
Regards,
MalciYou wrote: “Randy, I didn’t label anyone”
But earlier in this thread you wrote: “now it looks to me as spamming.”
Please forgive my confusion.
I understood your point about trying to solve the problem with the casino first before airing it out publicly.
My point is that labeling a customer or an affiliate with a complaint a spammer is a poor way of doing business. Denying that you called them a spammer after the fact just makes it worse.
@MissM 163006 wrote:
Randy, I didn’t label anyone, my point is you first try to solve with the casino then you post if you didn’t get a solution then yes, post everywhere I know I would do the same if something was done to be that wasn’t fair I would like to warn everyone in my industry, I emailed back to Bullajami and my only intention was helping him solving it, he said he never heard from accounting, then he showed me he did receive an email from them, yet I said I will check his complain, he didn’t allow me a minute more and the same day I saw he posted here, that what I found not to be fair. and yes, we process payout on Monday’s we always have.
Bullajami, I spent my energy only on solving your request, and when I find something to be unfair or written bad about one of our sites, not once I didn’t reply you on the spot when you emailed me, but you didn’t give me time to fix anything then you posted at the same time, so yes, I don’t think it is fair and doesn’t reflect a real overall experience with a site, any site. have you emailed accounting? did they not specify the reason when they declined your payout? pls let me know I’ll take care of it in a serious matter if they failed to do so. as you suggested I’m not giving the right details when I examined your account with accounting. Pls tell me what was I said to be wrong or incorrect? I can supply you with dates and full info via PM as well if you wish so.
As of now, after checking with accounting, you haven’t met wagering criteria at payout time. therefore your payout was declined, you shall wager more then you will be entitle to withdraw.
please let me know if you have any questions,
Regards,
Malci@MissM 163006 wrote:
he said he never heard from accounting, then he showed me he did receive an email from them[/quote]
I did not say I never heard from accounting. I said they did not provide an explanation as to why my payout(s) were declined. Each time they decline they send an e-mail that says declined, and then add a link to the rules section of your website. I do not consider that an explanation.@MissM 163006 wrote:
but you didn’t give me time to fix anything then you posted at the same time, so yes, I don’t think it is fair [/quote]
Prior to writing to you directly I had contacted your customer service department and accounting department multiple times. While I did not give you personally any time to fix my issue before posting here, I gave Winward Casino weeks. You are not listed as customer service on Winward’s website. I knew to contact you because I visit CAP and casinomeister. If I was not an affiliate I might not have even known you existed.
@MissM 163006 wrote:have you emailed accounting? [/quote]
Yes.
@MissM 163006 wrote:did they not specify the reason when they declined your payout?
[/quote]
No. The e-mails contain a link to your rules page, which is poorly organized and poorly written. That is not an explanation.
@MissM 163006 wrote:As of now, after checking with accounting, you haven’t met wagering criteria at payout time. therefore your payout was declined, you shall wager more then you will be entitle to withdraw.[/quote]
I have asked Monica for more details on this. If I have not met the wagering requirement, I do not understand your bonus terms. I have wagered quite a lot there already.@Randy 163010 wrote:
You wrote: “Randy, I didn’t label anyone”
But earlier in this thread you wrote: “now it looks to me as spamming.”
Please forgive my confusion.
I understood your point about trying to solve the problem with the casino first before airing it out publicly.
My point is that labeling a customer or an affiliate with a complaint a spammer is a poor way of doing business. Denying that you called them a spammer after the fact just makes it worse.
so you give it a name:
that what happened:
1. emailed me
2. PM me on casinomeister
3. PM me on CAP
4. Posting at CAP one thread
5. Posting at CAP same issue thread 2 accusing us as being a mess
6. Posting at CMeister same issueif you emailed me and you get a response after less than 2 hours telling you I will check your case, you email me back with more useful info, and we work together to fix the issue then on the same minute you post, how would you call it?
I am happy to solve anything that comes on the way, but I really think you give a chance to someone to fix or explain before posting, and when you post there is also a way of writing, you wouldn’t start a thread of “what a mess” or X not paying players, while you are in the progress of investigating/ correspondence with them to solve a problem, there isn’t any site that is perfect but those who tried to help I do think there is a procedure to go through before you write badly about them.
Malci
@Bullajami 163012 wrote:
I did not say I never heard from accounting. I said they did not provide an explanation as to why my payout(s) were declined. Each time they decline they send an e-mail that says declined, and then add a link to the rules section of your website. I do not consider that an explanation.
The e-mails contain a link to your rules page, which is poorly organized and poorly written. That is not an explanation.note taken, I’ll speak to accounting, and make sure more detailed explanation is given per decline.
Cheers, M
@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 issueMalci, fixed your post.
As previously stated, I have copies of everything except the phone calls.
Bullajami,
First I laughed from your list then I got upset of all your accusations and started preparing my long list back to you, to give a thorough reply why you are so wrong, but I did went date by date chat by chat email by email and every note on your account to prove each point on your list to be wrong and checked it carefully (you’ll be surprised I read it all..), and to my shock, even though you were sarcastic on your comments and slightly exaggerated I must say, I’m afraid at the middle of my list I realized that my team indeed confused you in their replies to you, and I apologized for that, I assure you I sent all my comments and all info to the appropriate managers and this will be taking very seriously.
again, I apologized on behalf of WWC and I will also make sure you will receive your winning by tomorrow morning to your eWallet account you provided us with.
Regards,
Malci :hattip:@MissM 163040 wrote:
I apologized on behalf of WWC and I will also make sure you will receive your winning by tomorrow morning to your eWallet account you provided us with.
Malci,
I am glad you had a laugh, because I was trying to lighten up the mood in this thread a little.
We both spent more time on this than the amount of money was worth, but maybe we also came up with something more valuable along the way. I am glad we can finally resolve this. I will be sure to let everyone know the outcome. :hattip:MissM is true to her word. The payment was received today. :hattip:
