Winnerama Casino - Player’s winnings have been capped.

I had made a few deposits at the casino and the I received a $200 bonus to my account. I played the money and cleared the wager and my balance was around $1300 at that time. I made a withdrawal which said real cash withdrawal of $1000. And while it was pending the amount showed withdrawal of $1000 but when it had been approved it was only $100 and I was told this was the Max withdrawal from a free bonus. I enquired why this bonus was credited to my account in the first place did it have anything to do with my previous deposits. To which I could not get an answer from the staff on live chat who to me to email accounting department which I did but did not get a response. I asked again in live chat why I got this bonus to which was told was a deposit bonus. So I asked why $900 had been taken from my winnings and was told that was the Max withdrawal from free bonus to which I replied that he had just told me it was a deposit bonus. And his response was that he was not referring to any withdrawal and knew nothing or had any access to that information. So I asked could I speak to somebody that did know to which I got no response and did not reply to another 5 messages after that I sent to him I have still not gotten an answer to the reason I got the bonus in the first place but I’m being ignored it feels like im being scammed out of my money in not sure what to do

Dear Andrew,

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 resolving this issue, but, before we do so, could you please forward your game and bonus histories 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

I got a reply from there accounting department as the staff in the live chat told me they could not access the information as to why the bonus was given to me. The email from accounting stated it was a bonus from a neosurf deposit I made. When I asked the staff on live chat today at first he said it was a bonus from neosurf but then said it was a free bonus when I asked why $900 had been taken from my $1000 withdrawal and $100 was the Max pay out on free bonus. When I told him accounting said it was a deposit bonus he came back with a reply saying accounting had reviewed my account and it was actually a free bonus and not a deposit bonus so I would still be only getting the $100 not $1000 after that I spoke with another staff at live chat and he said it a bonus from free spins which I said couldn’t be the case as it took me 5 hours of playing to clear the wager and then told me I would need to contact accounting which I did but still waiting on the reply.

Thank you very much, Andrew, for providing all the necessary information via email. 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.

Thank you very much for your help on this matter. I have sent a follow up email to the casino accounting department asking to clarify the type of bonus I received yet to get a response. Live chat are not much help they tend to have sudden amnesia on comments they previously made and then just reply you will need to contact this department or that department because they have no access to the information. But are 100% sure that is was a free bonus I received they only seem to have the information on a matter when it is suitable for themselves.

Hello Andrew.

I am sorry to hear about your troubles.

The fact is that casinos time to time credit players with a bonus (a good casinos allow players to activate the bonus) but some casinos do this automatically (which is not always a benefit)

However, in your case, if the bonus was truly a free bonus, then the casino has a right to apply a max win rule.

I would like to invite the casino representative into the case.

Please explain to us whats happened and which bonus Andrew took. (or which bonus was activated) Please send me also relevant game logs to matej@casino.guru.

Thanks.

It would be better to wait for the casino representative answer and game log. The support guy had obviously no information about what happened on your account.

i still have not received $1 from them I put in the withdrawal request on the 17/01/21 unbelievable

Hello,

We hope this message finds you well!

Your initial deposit was of 50, for which you received a 200 bonus. After depositing, you claimed 3 prizes from our Interstellar promo, which awards boxes with prizes ranging from free spins and bonuses, to amazon vouchers. The prizes from the three boxes you opened were a free bonus of 20, a set of free spins, and respectively a free bonus of 5. The entire balance, including the aforementioned bonuses as well as the deposit and deposit bonus were played down to 0.31 within roughly 5 hours of the deposit.

Your account was then credited with several prizes from participating in our Races. The prizes consisted of 4 free bonuses of 50 each. You started playing the bonuses in the order that they were added, and completed the wagering requirement for one of the free bonuses of 50.

You placed a withdrawal request for 1000, which was approved for 100, the maximum cashout for free bonuses at your current VIP level.

Only the Accounting department may determine the origin of your winnings, however your Account Manager can inform you if your wagering requirement has been completed or not. The Account Manager can inform you about the origin of your winnings only after Accounting has processed the withdrawal request and the conclusion has been reached.

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

Kind regards,

Winnerama Casino

4x$50 bonuses for competing in races yeh sure. You’re saying I only completed the wager on $50? Ok. I’m not getting paid because I had only made $250 in deposits and I won $1000 and will say anything not to pay out. Which I haven’t even received the $100 nearly 3 weeks waiting for it what a joke seriously it’s $100 not $1,000,000 and it’s takes this long? I put a $1000 withdrawal on Monday at woocasino and I got paid today now that’s how you get player to return not take there winnings with bogus claims and then make them wait weeks for what’s left of it it’s a disgrace. The amount of people that are going to see this anyway it will end up costing you guys more than $900

And also the interstellar prizes you are talking about can only be claimed if you make a deposit true or false? so how are they free? And if it was a slot race bonus i would have had to deposit money to compete it also not free. the only thing free that’s given to players is 25 free spins every couple of days.

Hello Andrew.

I checked the record from the casino, and indeed all that they wrote is correct. You won from a free $50 (the second you took), and because it was free money, maximum allowed withdrawal from free money is $100.

I see from your log that you claimed a lot of free promotions. You can't blame the casino that they limit you the winnings when it originated from free bonus. If your winnings would be from money what you deposited, sure, they will pay you in full, but that's not this case.

I am very sorry Andrew but based on the casino evidence we believe that your claim is unjustified.

Because Andrew didn't respond, and because of what is written above, we are closing this complaint as "unjustified."

The player can reopen this complaint anytime.