Winnerama Casino - Player claims that payment has been delayed.

Hallo, nachdem ich ihre glänzende Bewertung des Casinos und die guten Bonus Angebote auf ihrer Seite Casinoguru sah zahlze ich mehrmals bei dem Winnerama Casino und auch anderen des gleichen Anbieters ein. Ich Zahlte 200€ in das Winnerama casino in mehreren Zahlungen ein und gewann mit meiner dritten Einzahlung von 50€ 795€ und setze die Anforderungen um. Nach der nun zweiten stornierten auszahlung mit falscher Begründung, diesmal ist meiner Telefonnummer nicht verifiziert, wobei diese bereits von mir verifiziert wurde. Dieser Anbieter ist Betrüger und viele andere wie ich nun sehe kämpfen auch um ihre Auszahlungen. Ich habe viel Geld eingezahlt bei diesem Anbieter und es ist nur fair wenn ich auch meinen Gewinn auszahlen kann, bitte helfen sie mir.

Dear winnah,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that it’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Dear winnah,

Have you received your withdrawal from the casino yet?

Thank you for your reply, winnah. Do I understand correctly that the phone verification seems to be the only obstacle standing between you and your winnings? Have you provided any documents to verify your identity?

Additionally, if there is any other relevant communication between you and the casino, please forward it to kristina.s@casino.guru. Alternatively, you can post it here as previously. Thank you in advance.

I've verified my phone number long ago, they keep inventing new obstacles. I have completed any and all verification already. Since they last emailed me I haven't heard from them.

today after another withdrawal request ahs been cancelled and I created another one I received this email further delaying the process

Thank you very much winnah for your cooperation. I will now transfer your complaint to my colleague Natalia (natalia.b@casino.guru) 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.

Hi winnah,

I've just reviewed your case and fully understand your concerns. I'll try my best to help you by contacting the casino.

Dear Winnerama Casino, I'd like to invite you to join this conversation and participate in the resolution of the player's complaint. Can you please share more information regarding the player's issue? Can you please explain to us why the player's withdrawal requests were never processed?

Looking forward to hearing from you soon!

Best regards,

Natalia

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’.

Hello,

We hope this message finds you well!

Kindly note that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Winnerama has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Winnerama may block regular or tournament play and/or prize distribution.

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

Kind regards,

Winnerama

Hello, that is absolutely a lie I have only one account on Winnerama. I have an Account on Lucky draw, Winnerama and Tangiers. One account for each casino but not one more 100%. These casinos operate without a license and they are obviously trying to get out of paying my withdrawals any way possible.

Dear Winnerama Casino, thank you for the reply. But could you please also send any supporting evidence to me at natalia.b@casino.guru?

Hope to hear from you soon!

Regards,

Natalia

Hello, I want to add that they have by now locked my account aswell. I cant access it anymore even though I never broke any rules.

If Winnerama doesn't properly resolve this you must take action and blacklist them from your site as well as the other casinos operated by the same group. I'm by far not the only one with problems withdrawing my money and if you don't take real action they will continue the scam.

We would like to ask the Casino to reply to this complaint. We are extending the timer by 7 days. If the casino fails to respond in the set time frame, we will close the complaint as ‘unresolved’ which may negatively affect its rating.

Dear winnah,

though you claimed to not have created multiple accounts, we have received evidence from Winnerama that there was another account created, the name, surname, address, and mobile phone number fully match those provided by you at your account. The email address and player ID are also identical to yours.

I'm afraid that creating more than one account is indeed a clear breach of the terms.

I required some more information from the casino representative, so we'll let you know a bit later about our decision. Thank you very much for being patient.

Regards,

Natalia

Im gonna need to see proof of that, it doesnt even make sense. One couldnt create a second account on the same casino using the same username/email its impossible. Because then there would be two accounts with the same Login how would you login if the login Matches multiple accounts, it doesnt make sense. As I said before I created one account on winnerame, one on lucky draw and one on tangiers. All accounts exactly identical information because my information has not changed. It is against the rules to have multiple accounts on one casino but not to have multiple accounts on different casinos. I have one account per casino not more not less. If it Shows up to them as three duplicate Accounts its because they use the same Database for all three of their casinos. They own three casinos and I created only one account per casino. It doesnt even make sense how could it be against the rules to create a new account at a different casino, so you are only allowed to play one casino for the rest of your life or what? Show me the rule a player is not allowed to make a new account on a different casino! If the username and email are the same for all accounts they have clearly taken my accounts from different casinos and say they are on the same casino, which is a lie and Impossible. I dare you to create to accounts on the same casino using all the same information, it wont let you it will say username already taken or email already taken, which proves the accounts are on Different casinos.

Greetings All

I'm Michal and I have taken over this complaint. I have reviewed this case and as my colleague Natalia mentioned, we have received strong evidence from the casino there are multiple accounts created in Winnerama Casino with the same name, surname, address, and mobile phone number. The email addresses and player ID/names are also very identical in both accounts with the only minor differences being 2 signs. One account was created in July and the other one in August with the last log-in times in both player accounts being in October.

How would you explain that please?

Im gonna need to see that, I have only ever had one account on Winnerama and only made deposits on one account so it does not make sense to me. Forward me their "proof" to beysslennard@gmail.com

What emails were the accounts created on? I can show you I have only ever received winnerama emails on one account.

Also, I would like to add, I had requested my withdrawal on Luckydraw within days of my first deposit so way before I had even registered on any of their partner casinos. Them dragging on the withdrawal for any possible reason and always creating new reasons until a complaint is created or they find something that sticks, in itself is already fraud and cheating people out of their money. I am far from the only one they are doing this to and I cant believe i still have to ask this but for the love of god change their reputation and your review of their casino, they are NOT OPERATING IN GOOD FAITH and you cannot with good conscience keep recommending your users play on their "casino"

Dear winnah

Thank you for your responses, but from the evidence, we received from the casino so far, we could see that 2 accounts were created in Winnerama casino, not Lucky Draw Casino or other casinos, but Winnerama casino.

I will ask the casino to double-check this and if possible provide any additional evidence to confirm this.

Dear Winnerama Casino

Can you please comment on the above? Can you please double-check the evidence in your system and if possible provide any additional proof? This would be much appreciated.

Dear winnah

After gathering all the necessary information we are forced to reject this complaint. We have received strong evidence from the casino that there are multiple accounts created in Winnerama Casino with the same name, surname, address, and mobile phone number. The evidence from the casino clearly shows that these multiple accounts were created solely in Winnerama Casino, thus the casino's terms and conditions have been violated:

"2.1.12. Each User is allowed to open only one User Account. The use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately canceled alongside any transactions on the multiple Accounts. "

When creating a casino account You agreed to the casino's terms and conditions.

Unfortunately, as mentioned before, we have to reject your complaint. I can only advise you to make sure you only open one casino account and if you are not sure if you have already opened an account, to check this with the casino support to avoid situations like this in the future.

Do not hesitate to contact us in the future, if you run into any issues with this or any other casino and we will try our best to help.

Best regards

Michal