Winnerama Casino - Player’s withdrawal has been delayed.

Hello, about 18 days ago, this casino gives me some free spins as a bonus, I play them until I cover the bonus leaving € 584 as a real balance, they tell me that being a bonus I can only withdraw € 100 and deposit € 25.

I make the deposit and request the withdrawal of the € 100, on the 19th they approve it and I am still waiting for the deposit.

With the real money balance that I have in the account, I continue the game and it gives me a winnings of more than € 1000, which I request the withdrawal again, it takes me to respond and again the € 1000 in my account as a real balance.

I contact them and they tell me that I have to re-deposit € 25, which I did.

I let them know via chat and they tell me that I have to wait 5 business days again to see if they approve it.

I have all the documentation verified in this casino.

I do not understand the time and so many lengths to make the 2 income that I have, in total they are € 1100.

You can explain to me what is happening with this issue.

I have already submitted several complaints via chat and they always answer me the same

Dear Sandrine1,

Thank you very much for submitting your complaint. I’m sorry to hear about your delayed withdrawal. Could you please advise which payment method you have opted for? Do I understand correctly that payment is still pending inside your account without being processed or it has been sent but never reached you?

It’s quite usual for withdrawals to take a couple of days or even weeks to get fully processed. This means that it may take some time before your money appears in your account. That’s why we advise players to be patient and wait at least 14 days after requesting their withdrawals before they submit a complaint. Assuming that you have completed KYC verification successfully and had your withdrawal approved, I truly believe it’s only a matter of time before you’ll receive it.

Lastly, could you please advise if your winnings of €1,000 have been accumulated from your first €25 deposit or still from the Free Spins?

Looking forward to hearing from you. Thank you in advance.

Best regards,

Petronela

Could you please confirm the following?:

• Accumulated winnings from Free Spins €584.
• Withdrawal of €100 (max cashout) approved after a minimum deposit of €25 was placed.
• The remaining balance of €484 played up to €1,000.

Thank you in advance.

Dear Sandrine,

I have checked the general bonus terms and conditions, and this is what I found (here):

"2.1.3. Free Spins are not real money. Free Spins are considered as a bonus and are subject to the bonus wagering and all other bonus terms."

"2.1.9. Free Bonus/Spins withdrawal limits

Maximum withdrawal amount from free bonus money are as follows:

(i). Basic maximum €100

..."

Please understand that after requesting your first withdrawal your remaining balance, which you have used to accumulate additional winnings, was still from the Free Spins. That means that the first withdrawal and second withdrawal are the winnings from Free Spins only, not a real money deposit. I believe that you are not entitled to your second withdrawal.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Hello, thank you for your attention and for your time.

The second withdrawal they give me is like the first, € 77

I agree that from the beginning the game was with free spins, but once the bonus was released and after making the total deposits of € 50, these are also played and it is real money, what happens with the winnings of these deposits?

I do not understand...

Thanks greetings

Do I understand correctly that you have received €77 twice and deposited €25 twice as well? Please understand that deposits are required only to verify the payment method. Could you please advise which payment method you have opted for?

I have deposited with a credit card and for withdrawals via bank transfer, since the other option was Bitcoin and I do not have that option

I have checked the payments section on the website and this is what I found (here):

Please note that there is a fee of €23 for bank transfers. That's why your winnings were €77 only.

Could you please advise how much is your active balance now?

It seems as the real money deposits have been played already after requesting two previous withdrawals. I'm afraid we can't help you anymore.

Please let me know if there is any additional information that I have overlooked, but I’m afraid I will be forced to reject your complaint as unjustified. I wish I could be of more help. Thank you in advance for your reply and understanding.

Thanks for your help ... nothing new at the moment, but I tell you that this casino is a total fraud ...

I advise new players to be careful when depositing and playing on it

First point, because they will always include a bonus in any deposit they make, it is impossible to play without a bonus ...

Second, even if they release the bonus for a huge amount of real money, they will only pay you € 77 !!!!

It's a huge scam Beware of them!

I have deposited the minimum that is € 25 and after winning more than € 1000 in real money, since the bonus was released in a previous withdrawal, they keep all your earnings

I will never invest anything in this casino again ...

Rating that I give is

" VERY BAD"

Greetings and thanks for your time

I wish I could be of more help. I’m very sorry we couldn’t assist you to resolve this case, but please do not hesitate to contact us if you run into any issues with any other casino in the future. I will now close this complaint. Thank you for your understanding.