Winnerama Casino - Player's account has been blocked.

I requested 988 zar to be paid into my skrill account. This morning when I tried to log into my winnerama casino account it show my account was disabled.

Dear Rafiki1,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Have you accumulated your winnings with or without an active bonus?

Have you tried contacting the casino regarding this situation? Would you be so kind as to send me all the relevant communication between you and the casino, so we can gather as much information as possible? My email address is kristina.s@casino.guru. Alternatively, you can post it here.

I hope we will be able to help you to resolve this issue as soon as possible. Thank you very much in advance for your reply.

Best regards,

Kristina

Thank you very much Rafiki1 for your email. I will now transfer your complaint to my colleague Tomas (tomas@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.

Additionally, I would like to ask you to reply to your submitted complaint inside the existing thread and not by sending emails, unless you’d like to forward any relevant communication. Replying inside the thread is the easiest way for us to link all the relevant information to the correct issue and to collect important details and data in one place. Your cooperation in this matter is highly appreciated. 

Hello Rafiki1,

I will assist you with your complaint from now on. I went over the details of the case and I will do my best to help you. First, I would like to ask the representatives of Winnerama Casino to join the conversation in order to help us resolve the issue.

Winnerama Casino,

Could you explain in more detail why Rafiki1's account was disabled?

Thank you. I did send winnerama an email whereby they replied that there was irregularities on my account. I did request then that they must advise on same but to date no reply from them.

Hi Tomas. Do you have any feedback on my query yet.

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.

Thank you

 Hello Rafiki1,

I tried to contact the casino repeatedly, but it failed to reply. I’m afraid, there is not much that can be done without cooperation from their side. I will mark the complaint "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. I wish I could be of more help.

Hello Rafiki1,

the casino contacted us with the evidence we asked for. The evidence shows you opened another account with the same email address and claimed a no-deposit bonus prior to opening a complaint. Could you confirm this with me and tell me if you were aware of this?

Hi. I am not aware of this

Hello Rafiki1,

We looked at the evidence the casino provided, and after careful consideration, we can conclude the casino's actions were justified. Based on the evidence provided, we have no basis to argue in your favor.

I’m afraid, I will not be able to help you with this and this complaint will now be rejected. Casinos have a very strict policy regarding multiple accounts. I wish I could have been of more help.