Winnerama Casino - Pelaajan voitot on takavarikoitu.

After making the withdrawal, they send me an email confirming it.

but ten days later they cancel my account and they no longer let me enter winnerama and not even claim my withdrawal

después de realizar El retiro, me envían un email donde me lo confirman.

pero diez días después me anulan la cuenta y ya no me dejan entrar en winnerama y ni reclamar mi retiro

Dear jzrstop10,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Was this your first attempt to withdraw? Could you please send us a link to the exact bonus that you have redeemed? Do I understand correctly, that this is the only explanation from the casino you received?

Additionally, if there is any other relevant communication between you and the casino (except the attached screenshots), please forward it to kristina.s@casino.guru, or post them here.

Thank you very much in advance for your reply.

Best regards,

Kristina

I send you the screenshots and email documents via email.

le envío vía email los documentos de pantallazo y email.

Thank you very much jzrstop10 for your reply. I will now transfer your complaint to my colleague Nick who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

I would like to ask Winnerama Casino to join us and help us resolve the player's issue.

Hello,

We hope this message finds you well!

Kindly note that your withdrawal request was approved on the 5th of May, and the funds should already be reflected in your account. Should that not be the case, please send us a bank statement to accounting [@] winnerama . com [typed together].

In regards to the account closure, please note that as per our Terms and Conditions item 2.6.4. The Company reserves the right to cancel the User’s Account for any reason whatsoever, at any time, without notice.

Should you require any additional help or information, please do not hesitate to contact us, we are available 24/7.

Kind regards,

Winnerama Casino

Hello,

I want to inform that today I have not received the transfer in my bank account

hola,

quiero informar que hoy en día no he recibido la transferencia en mi cuenta bancaria

Dear Winnerama,

Based on the player's last post, it seems like the money has not arrived to his account. Could you please send us some kind of confirmation of the payment? Please send it to nikolas.b@casino.guru. I would like to ask also to player to let us know if they money would arrive anytime.

Hello,

We hope this message finds you well!

We have traced the payment on our end, and it would appear that it has been completed successfully. We would like to invite the player to check the account again. Should the funds not be visible, we would kindly ask you to send us an updated bank statement to accounting [@] winnerama . com so that we may further investigate.

Kind regards,

Winnerama

Dear jzrstop10,

Please let us know if there is any update as on the casino's side the payment has been processed.

I would like to inform you that I have not received any Transfer from winnerama

Me gustaría informarle que no he recibido ninguna Transferencia por parte de winnerama

Dear WInnerama,

Could you please specify when was the payment processed and how many days should it take to arrive to player's account?

I continue without knowing the reason for not having received the amount of 1230 Euros

continuo sin conocer el motivo de no haber recibido el importe de 1230 Euros

Dear Winnerama,

We haven't hear from you in a while. Please note that the complaint will be closed as unresolved and may affect the casino's rating if we won't get an answer within the given time.

Hello,

We hope this message finds you well!

Kindly note that your withdrawal was approved for 100 EUR, as your winnings originate in a set of free spins received on the 21st of April. Since the withdrawal method of choice was Wire Transfer, please note it also has a fee of 23 EUR, so the amount that should show up on your bank statement should be 77 EUR.

Kind regards,

Winnerama

Dear Winnerama,

It wasn't really mentioned before that the winnings were bonus money. As until now we expected that the player will receive his full winnings, I would like to send us some kind of proof showing that the balance was generated with bonus money and that it's restricted to 100€. Please send it to nikolas.b@casino.guru.

Hello,

We hope this message finds you well!

Apologies for the confusion. The player was informed via chat that their winnings originate in a free bonus, additionally their previous withdrawal request was declined because they did not have a recent deposit made, and were withdrawing winnings originating in a free bonus. As per our Banking Page, you can cash out winnings from free bonus money if you have at least a minimum deposit of 25 made in the last 5 days before placing the payout request.

We assumed the player was aware that the approved amount is lower than the amount requested. We shall also send the requested records shortly.

Kind regards,

Winnerama

Thank you Winnerama,

Will be waiting for the proof and will get back with an answer once we check them.

Dear jzrstop10,

We have run through your gaming history and we can confirm that your balance was generated from bonus money, therefore your winnings were limited. I'm sorry that you will get paid less than expected but the casino acted fully by their terms and conditions. Is there anything else we can help you with? If not, the complaint will rejected.

The complaint will be now rejected.