Winnerama Casino - Player’s struggling to complete the account verification.

Good evening. I requested a withdrawal on the 6th of November 2022.

Not only did I verify all the relevant information and I probably deposited over R10 000 in deposits.

I met all the wagering requirements and made sure everything was done by the book.

The declined my withdrawal today stating that my proof of address was older than three months. Which is not the case.

They requested that I resubmit a newer version. The verification page won't allow me to upload a newer version of my proof of payment.

However the guys in chat says all is good and my account is verified and that the withdrawal will now take another 5 days before it is reviewed by the accounts department. I asked if he can confirm if everything is in order for my withdrawal to be made in 5 days time and he said I can't confirm anything as it's accounts who have to do the review and make sure everything is fine. So in total I will be waiting for about two weeks to get my withdrawal. Based on the complaints of this casino I will never see my money. They are constantly trying to find ways of screwing people over.

I have attached some info here.

Please see below the email I sent them. I can guarantee anyone and even bet my house that this week when it's time for my withdrawal as per their timeframes they will come up with a new story to not pay my f*****g money.

 morning. 

I made a withdrawal request last week. As far as I know my account was verified in terms of address as well as my identity when I uploaded my documents. 

You guys declined my withdrawal this morning stating that my utility bill was older than three months. You then requested that I upload a new proof of address that is recent. However your website does not allow me to upload a new updated proof of address. 

I have tried many times. My account status at the moment says everything is verified. The people in the chat says my documents are now on file but they don't want to tell me if my documents and information is correct. 

I am attaching my updated proof of address to this email so that you have a copy of my details. 

As far as I know my proof of address was not older than three months. 

I have now made a new withdrawal request. I unfortunately need to wait another five days for my withdrawal. Please don't give me a new excuse in five days time. 

Please confirmation from the chat that this gentleman has agreed and confirmed that my account is verified and that my information is correct. 

Thanks. Have a great day. 

S*** George. 

Email. s****rp@live.com

SA id number

These people are f*****g scammers.....

Dear Setg2009,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem.

Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious casinos takes KYC lightly and it might take a few working days to complete this thorough process.

Do I understand correctly that a missing Proof of Address seems to be the only obstacle standing between you and your winnings? Have you submitted all the other personal documents required for the verification?

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

Hi Petronela. I have submitted the following documents.

Proof of address.

Proof of identity. Government issued smart id card.

Proof of credit card. Front of card as per their request.

What I don't understand is when the documents were uploaded they took a couple of hours and then came back and said that all my documents and information checks out and that my proof of identification, proof of address as well as proof of my credit card is verified. I made a withdrawal request after that.

Six days later they came back and said my proof of address is older than 3 months. What baffles me is how did they verify my proof of address five days earlier. When they said it was verified and it was older than three months why did they not immediately request an updated version of my proof of address. This seemed very fishy. This immediately raised alarm bells.

They requested I upload new updated docs. Which I tried doing however their website won't allow my to upload it. This is when I sent them an email with the updated proof of address.

I then went back to the online chat to confirm if my proof of address is fine and they advised me that my account is fully verified and that my new withdrawal request will be made this coming week as I know need to wait another 5 business days.

It's a few days away but the reason why I opened this complaint is because I want to document this process step by step.

My bank has already opened up an investigation into this company. MasterCard has been notified and have sent me documents to fill out. There is a big investigation going on as apparently I am not the only south African that has logged a complaint of fraud and theft against this casino.

I am not saying they have frauded me but I am very sure that come this week Thursday they will have a new reason to decline my withdrawal.

The other suspicious thing is the fact that you can't withdraw your winnings back to your credit or debit card. They only allow you to withdraw through Skrill and crypto currencies.

And this is why MasterCard has contacted me and asked for further information in respect to my transactions with this casino.

None of what they are telling us makes sense. They seem to be legit but if you look at the reviews of this company they have scammed and stolen from many many people from around the world.

Let just hope that we don't need to get the state intelligence agency involved.

I hope this clarifies a few things for you Petronela.

Just for the record. I received confirmation from the casino today via email that confirms all my information has been verified and that all is in order. Now let's see what they come up with on Thursday.

Just FYI. I tried to log in to this casino this morning to enquire about with withdrawal.

To my surprise my account has been disabled.

Many people have said this would happen. Can casino guru even assist in this regard.

It's just shows these people are serious criminals. Atleast we are on to them.

I just want my money back.

What do I do.

Thank you very much, Setg2009, for providing all the necessary information. I will now transfer your complaint to my colleague Adam (adam.m@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.  

Hello Setg2009,

I have reviewed your case and will contact the casino to see if I can help.

We would like to invite Winnerama Casino to join the conversation and participate in the resolution of this complaint.

Dear Winnerama Casino,

Can you please explain why the player's account has been disabled?

Kind regards,

Adam

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.

Kind regards,

Winnerama

Thank you for the information, Winnerama Casino.

Dear Setg2009,

The casino has provided evidence showing that you have registered a second account using the same name and date of birth, and also that you have used a bonus on this account as well as on your initial account. Both accounts have also been logged into recently. Could you please explain how this could be the case?

Kind regards,

Adam

Typical. I use different casinos as most people do.

Just because they have different casinos under their banner and people don't realize its from the same crooked company its used as an excuse to banned and block peoples accounts. I did not know Bondi bet was the same company.

My question is this. Why now has this come to light when I requested a withdrawal. Legitimate casinos would have at inception closed my account.

But what these people are doing is luring you in to their scam world of casinos with different versions of the same casino which is then used to disable peoples accounts when they win or request withdrawels. Its seem very convenient for them to then say i have another account at a different casino that is conveniently owned by them.

I would like some information on which casinos they have where i apparently had many accounts.

Flippen scum bags.

But all good. We know where they are based, we understand their Motus operande and we also understand that this is part of a hacking and fraud syndicate. good luck when the curtain comes down....

Scam artists.

Adam firstly.

How are we supposed to know that the two casinos are linked to each other.

I made deposits with my own credit or debit cards on both casinos. In fact I have four casinos that I play on. Luckily two are legit companies.

If this was such a breach, why did they allow me to open an account on a website with a different name and both account were opened on very different dates. How are we supposed to know that two different websites with different names is one casino. Why don't the only use one casiono...please explain that.

This is a scam mechanism to discredit people.

So what if I have two different accounts. Why did they accept my cards details and my deposits. Its so fucking convenient.

Dear Setg2009,

Just to clarify, the evidence provided shows both accounts as having been opened at Winnerama Casino using the same name and date of birth.

We agree that it would be much better if checks for duplicate accounts could be implemented at the point of registration. Unfortunately, this is not currently the standard way of operating within the industry, and checks are usually done at the point of withdrawal/verification.

Generally, we feel that multiple accounts cases should be considered individually, and it should be determined if a second account has been used to gain any unfair advantage. An example of this would be creating a second account to gain a bonus that is supposed to be claimed only once per player.

Kind regards,

Adam

That does not make sense. Are you telling me that I have created two accounts at the same casino meaning Winnerama???? If thats the case its definitely not. I dont care evidence they say they have I have one account at winnerama that I deposited into with my credit or debit card details. How can I open a second account to gain an advantage. That makes no sense. This is a Joke.

And which email address was used for these accounts.

Hello Setg2009,

Thank you for your response. I have asked the casino for additional information and clarification.

Kind regards,

Adam

My question still remains....I have been using winnerama for about three or months depositing regularly. Why now do they come up with some sort of excuses when I try to legitimately withdraw my winnings. Its so convenient.

Hello Setg2009,

Please accept my apologies for my delayed response.

As mentioned, the casino has provided evidence to show that you have registered 2 accounts at Winnerama Casino using the same name, address, and date of birth and have claimed the sign-up bonus on both of these accounts.

The second account was registered in September using an e-mail ending with "@yahoo.com".

While we do agree that it would be better for casinos to check for multiple accounts at the point of registration, this is not currently the industry standard, and checks are often carried out upon request of a withdrawal.

I have asked the casino for further evidence of this, but would like to ask once again - is it possible that you have registered a second account in this manner?

Kind regards,

Adam

Dear Setg2009,

Please respond and address my questions in my previous post. I will extend the timer for 7 days. Please be aware that if we do not hear from you within this timeframe, the complaint will be rejected.

Kind regards,

Adam

Hi there. Sorry for the delay. I am not aware of a yahoo account or email in my name.

However I will mention that previously I could not get access to certain of my accounts like FB and Instagram as my accounts was hacked and apparently the email addresses was from Yahoo accounts which I did not have access to as I have never used yahoo. I am not sure if these incidents are linked. I have always used live.com my current email address smgcorp@live.com I have been using for almost 11 years now. And it's the only email I use besides my work and professional emails which is from the company I work which I will never use for personal stuff.

It's unfortunate that an account with my name and personal details have been used at this casino. I can guarantee you that I am not simple enough to open up two accounts with different email addresses on one website. Especially if I am using my personal debit or credit cards to make deposits.

What I want to know is if there was ever credit or debit cards used to try and make deposits on this other account that was supposedly opened in my name on winnerama. Like I said I have one account with winnerama which I have used for a few months now and I have only deposited at winnerama with the account that I opened.

I hope this will assist and give you more clarity on the situation.

Thanks.

Hello Setg2009,

Thank you for the additional information. As mentioned, I have asked the casino to provide further proof of the second account, how it is linked to your account and how it has been used.

We will await their response.

Kind regards,

Adam

Dear Winnerama Casino,

Thank you for your e-mail response. However, we still need to see clear proof of which bonuses have been used by these accounts, and would like to know if there is anything else linking the accounts, such as IP address.

Please send any further proof to my e-mail, adam.m@casino.guru.

Kind regards,

Adam

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 Setg2009,

Unfortunately, there has been no further response from the casino. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates without a valid license and doesn't refer to any ADR service, there is no gaming authority to turn to. 

I will mark the complaint as "unresolved" in our system. I understand this isn't a satisfactory solution to your issue. However, the decrease in the 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 am sorry we could not be of more help on this occasion.

Best regards,

Adam