Winnerama Casino - Player’s account has been disabled.

I've registered at winnerama casino and have completed the welcome bonus wagering requirements.

My account has been fully verified. I received confirmation from the casino.

I made my first deposit as per the casino rules.

I then requested a withdrawal and I was told to wait 5 business days so that their team could review my request. 5 days later my withdrawal was approved and I was told to wait another 24 hours to receive the money. I waited 72 hours and I didn't receive any money. I then tried to login so I could speak to cutomer service regarding this matter but the casino blocked my account. I sent them several emails and they eventually replied saying that they found several inconsistencies that's why they've blocked my account. How can they possibly find inconsistencies after my account was fully reviewed by their team. They just didn't want to pay me.

I've honestly had the worse experience with this casino. After I completed the wagering requirements they also blocked my account from making a deposit knowing that I won't be able to withdraw unless I deposit. They eventually allowed me to make a deposit. Now they've blocked my account so that I can't receive my withdrawal.

This is completely unacceptable.

Dear Alesha31,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please allow me to ask you a few questions, so I can understand the whole situation completely. Could you please advise how long ago you have registered your account and if you’ve completed the account verification successfully? Have you received any successful withdrawals from this casino in the past? Which games you’ve been playing (live games, slots, or multiplayer)?

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 this issue as soon as possible. Thank you in advance for your reply.

Best regards,

Petronela

Hi

I've registered on 10 June 2022.

I've completed the verification process and received confirmation from the casino that my account was fully verified.

I haven't withdrawn from this casino in the past. I've registered and completed the welcome bonus requirements in less than 24 hours and had a withdrawable balance of R1000. I then made my first deposit so that I could request a withdrawal. I received confirmation 5 days later that my withdrawal was approved and that I should receive it within the next 24 hours. I waited 72 hours and then tried to login so I could inquire about the withdrawal only to see that my account was blocked without explanation.

I played the following games: sugar pops, take the bank, thai blossoms, fruit bat crazy

Thank you, Alesha31, for your reply. I have checked the forwarded screenshots and would like to ask you if you received any confirmation about successful account verification. Not always, approved documents mean that the account has been verified.

I received confirmation via live chat that my account was fully verified. My account was disabled so I can't take a screenshot. There seems to be a pattern with this casino group blocking accounts from South Africa. I've registered on Bondibet which is winerama sister casino and completed the wagering requirements and they've also disabled my account.

Thank you very much, Alesha31, for providing all the necessary information. I will now transfer your complaint to my colleague Tomas (tomas@casino.guru) 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.  

Thanks

Hello Alesha31,

I will assist you with the complaint from now on. I would like to ask the representatives o Winnerama Casino to join the discussion in order to help us resolve the issue of the blocked account.

Winnerama Casino,

Could you explain what led you to close Alesha31's account? What inconsistencies have you found on the account?

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

I've only created one account at this casino. So how does this reason for exclusion apply to me?

Hello all,

Thanks to the Winnerama Casino representative for the reply.

Could you provide us with supporting evidence about why you concluded Alesha31's account is a duplicate? Please send it to my email address at tomas@casino.guru. Much appreciated!

Hello Alesha31,

We've received some information from the casino representative. We are discussing it with the casino representative in a private conversation. I'll keep you updated.

Hi, thanks for the feedback.

Hello Alesha31,

were you aware you created an account in Winnerama Casino two years ago? Were you receiving any emails regarding your casino account from the casino prior to you creating the new account last month?

Hi, I did not create an account two years ago. Neither did I receive any emails. In fact I never knew this casino existed until last month.

Hello Alesha31,

Based on the information and proof provided by the casino shows you already opened an account in the casino in the past and benefited from a welcome bonus. Therefore we consider the actions of the casino to return your deposit as justified.

However, we don't like the fact that the casino didn't prevent you from creating a second account using the same email address and playing the welcome bonus again, which would prevent the problem to happen.

I would recommend you in the future to always check with live chat or casino support whether you have already opened an account there previously and check also for your eligibility for the welcome bonus. Make sure to keep a record of your conversations with casino support to use just in case issues arise.

After careful consideration, we reject your complaint. Even though we couldn’t help you with your problem this time, don’t hesitate to contact us if you run into any issues with any other casino in the future. I hope you won't come across a problem like this again.