Winnerama Casino - Player’s account has been blocked.

Dear Neil,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. We will contact the casino and ask for their cooperation in resolving this issue, but, before we do so, could you please advise if you have you received any confirmation from the casino regarding successful KYC verification? Do I understand correctly that your winnings have been processed successfully?

Furthermore, if there’s any relevant communication, please forward it to petronela.k@casino.guru.

I hope we will be able to help you to resolve your problem as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela

Here is a copy of what I recieved for asking about my money,

On Fri., 6 Nov. 2020, 3:37 am Winnerama <support@winnerama.com wrote:

Hello NEIL,We hope this email finds you well.After a complete review of your account activity, the Management Team has decided to bring our business relation to an end and to permanently close your Winnerama account, in accordance with the following rule in our Terms and Conditions:‘2.6.4. The Company reserves the right to cancel the User’s Account for any reason whatsoever, at any time, without notice.’Kindly note, this decision is final and irrevocable. Thank you for your understanding in this matter.We wish you the best of luck in future endeavors.Regards,

Winnerama Support TeamWe strongly encourage Responsible Gambling. We recommend our players to gamble only the money that they can afford to lose and remember that gambling is a leisure activity.

Unsubscribe here

And yes I have had confirmation of the KYC and my documents were all verified and the account was active.

Thank you very much, Neil for your reply. Could you please advise if you have self-excluded yourself previously from any casinos? Have you been offered any refund of your deposited funds from Winnerama? 

There was no refund offered I was just blocked and was unable to do anything, this is the first casino I have ever joined and no never any self exclusion thanks for your efforts I appreciate what your doing for me thanks Neil ***

Thank you very much, Neil, for providing all the necessary information. I will now transfer your complaint to my colleague Matej who will be at your assistance. I wish you best of luck and hope to see your problem being resolved to your satisfaction in the near future.

Hello Neil.

Usually, casinos do such extreme actions in the case that they detect some fraudulent activity. Or the bonus conditions were breached very clearly. Because this is your first online casino, it is possible that you accidentally breached some rule. Don't you remember how big your biggest bet was?

No I do not remember how big my biggest bet was but I only play the pokies(slot machines) the max I have ever bet playing these was $2.50 per spin, so if I did breach some rule it was certainly not done with any knowledge of doing something suspect or wrong. I can happily and honestly say that I doubt very much that I would have the brain or knowledge of how to scam, rip-off or act fraudulently towards a casino or anything for that matter.

I have recieved a payment which I believe came from Winnerama for $71 which I find more insulting than actuall joy, this does not even cover the $75 I deposited in 3 instalments but still the winnings had been wagered more than enough times and I am still bitterly offended by thier actions, is it to much to ask that they be honest like they want the customers to be but then I did not believe a company could do such a dispicable act.

Thanks Neil *******

It does not look like you breached the max bet rule. I would like to ask the casino representative to help me here and explain to us what happened in this case.

Hello,

We hope this message finds you well!

Kindly note that the funds you received originated in a withdrawal request which was approved on the 29th of October.

In regards to the account closure, the Management Team has decided to bring our business relation to an end and to permanently close your Winnerama account, as per our Terms and Conditions item 2.6.4. which states that 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

I would like to know how my $75 worth of deposits will equate to an effort on my behalf to follow this through till the bitter end I am not a rich person but I will go out of my way to warn people about the casino and for the 750 they still owe me do they think that the damage 1 little person can aquire through social media alone is phenomenal so I ask the casino "is it really worth saving $750.00 by ripping off one of your customers because they have not deposited 10 times what they are trying to withdrawer, then we will just give him a pittance and shut the account under a suspect rule if ever I saw one. So for $750 you want to try my patience, I say GO FOR IT, the damage I WILL create will certainly put a dent in your earnings, people dislike honesty BUT people dislike a dishonest business even more. So it is your choice, I enjoyed the casino and the experience was "exciting" but as it turned out in the end to be the most disgusting way a company has EVER tried to rip me off".

I don't want to tell people to go elsewhere but I will have no choice if the casino would like to continue down this path.

Thanks for your efforts and help Casino Guru, nothing would of happened at all if you had not have stepped in.

Thanks **** ******

Neil, I spoke with a casino representative, and I would like to ask you a few more details.

Did You use a no deposit bonus, right? (25 free spins)

Did you manage to won? And if Yes, then how much did you win?

No I do not know that is something I cannot remember BUT, the casino shows quite clearly on your account when you have wagered the money as It goes, and it had certainly gone well past there.

Thanks Neil

I am sorry, Neil and I unerstand your frustration about the whole situation. Based on the information what we have I can explain to you what happened.

When you took a free bonus, this bonus has certain rules, one of them is that you need to complete the wagering requirements and another is applying on winnings.

So when you took this 25 free spins all the winnings generated from them, you need to wager 20x, and another condition is that maximum winnings, which you can withdraw, is $100.

Even when you made a deposit, the casino system works in a way that you first play with real money and if you win with real money, you can decide to abandon the bonus and withdraw the real money, and the bonus is something like second chance. In your case, you still had bonus money from free spins, and even after you completed wagering, you still were able to withdraw a maximum of $100. I believe that that's the $71 what casino sent you. (after transaction fees)

After you started to complain casino probably decided that it would be better to close your account before you suffer any other harm and to prevent you from depositing. (which is actually nice and they have the right to do it)

All that happened is very common, and most people know about how free bonuses works. I am sorry but based on these information what we have is your complaint unjustified.

I would recommend you to check our website. We have there excellent articles about how bonuses work, what you can do and what you can't. Or at least always check the bonuses on our website, the bonus card contains much useful information, also with explanations (expand the text) as you can see here:

One more time I am sorry for your troubles.

https://casino.guru/casino-bonuses-no-deposit-bonus

While you have done your best and thank you for your time and effort, while they have rules and yes I did take the time to try and understand the legalities behind the bonuses, but still I must be wrong the rules, are the rules.

But thanks to you and your team there and you guys put in 10 x's the amount of effort that the casino put into its customers.

I wonder what the outcome would have been if I'd say lost 10k over the last 12months but hey if your that stupid to gamble that much I'd say get some help and or stay out of politics😁cheers Capt. Mac

Thanks, Neil, for your positive feedback. I wish you good luck for next time. And if you ever decide to try your luck again, read our articles first, it will help you a lot to understand the basic principles of playing with a bonus.

I am closing this complaint now, as "rejected".