Winnerama Casino - Player’s withdrawal has been rejected.

15/05/22 :Account fully verified

No deposit FS $100 max cash out.

wager completed balance $575.98

Live chat advise : $25min to prior to withdraw,I ask if the deposit of $25 will be taken aswell ? Leaving me only $75 .

Live chat : no you play it as normal.

24/05/22 : I Deposit $25 Via SKRILL

REAL BALANCE: $582.23 casino adds $6.25 BONUS OFFER included in that balance for depositing,I did not know, No notification of anykind to accept or decline it was added to my real balance not bonus balance.

Casino is bonus stacking not player.

Unaware I submitt a withdraw for the $100 max cash out.

Casino technology systems by now should have Fortify-Void any excess amounts.

I did not make any bets.

$25 real cash deposit was only balance I expected to see but there was still roughly $475.

Live chat advises the $6.25 OFFER BONUS is automatically added.I opted out of promo offers and asked to have bonus dropped that was done.

Live chat refuses to help remove excess balance or give precise exact figures to withdraw anything bonus related.

Unproffesional and arrogant he starts using EXCLAMATION symbols *attachment added.

So I was left having make several other withdraws trying to calculate exact figures.

Withdraw subbmitted,played only my $25 real cash deposit lost all that.

30.05.22 Balance is 0.01 and $3.76 in my real balance,Reconcile Reports states " REAL CASH ADDITION BY CAMPAIGN" 

Live Chat & Email confirms it REAL CASH BACK wager free,no bonus restrictions,no max cash out.Origin being the $25 cash deposit I made to withdraw and lost raw cash without claiming a bonus.

The exact same issues other players have posted.I watched my bet limits,Ask questions,got fully verified,no bonus stacking,avoided jackpots etc on NO BONUS FS. $6 max few times bet after wagering completed.

Dear RICHNIC888,

Thank you very much for submitting your complaint. I’m sorry to hear about your problem but I’m afraid, I will need more information and details. Have you been accused of breaching the rule regarding mixed funds? Could you please forward your bonus and cashier histories along with any relevant communication 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

Thankyou Casino Guru for accepting this subbmission ,WINNERAMA Casino has emailed me this morning I have just responded not accepting their descision and my reasons.Im requesting transcripts to be available.

Please advise Thankyou

Thankyou Casino Guru for accepting this subbmission,Will make email as you advise.

Thank you very much, RICHNIC888, for the forwarded emails. Could you please advise if you have received the original winnings of $100?

Do I understand correctly that you haven't continued playing after placing the minimum deposit which was required to verify your payment method?

I do apologize, but I still don't understand. Have you received the original payout of $100, please?

Just a short recap before we'll move on. Could you please confirm the following events?:

• free bonus added to your account with maximum cashout of $100
• wagering completed with balance of $575
• minimum deposit required to verify your payment method
• winnings from free bonus paid off in the amount of $100
• remaining balance not cancelled and mixed with deposited funds

If you wish to add anything, please let me know.

Email promo 25FS NO DEP $100 max CASH OUT $550.98 in total,had no prior funds remaining.1 promo only and completed wager.

$550.98 - $100 max cash out = $440.98

$550.98 + $25 player deposit =$575.98

$575.98 + $6.25 OFFER BONUS = $582.23

$100 max cash & $25 Real cash deposit =

Anything else needs to be removed,or at very least reflect an actual exact balance .

$6.25 " BONUS OFFER " added unknownly .

So I made withdraws etc based on inaccurate

Figures.I know not to accept several ,bonus promotion offers.I play all balances related to almost 0 so nothing carries over.

24/05/22 : $25 cash deposit is my 4th deposit this year.This my first withdrawl.

30/05/22 "REAL CASH BACK BY ADDITION CAMPAIGN " $3.75 for the $25 I deposited to withdraw the first Promo 25NO DEP $100 max cashout.And still waiting in review for verification "Stalling methods " kept playing and won $1700 they confiscated the same day they paid out $101.43

Chat transcripts not recieved or they stay silent on this pacticular matter.

*Casino reprentives confirm real cash back no wagering limits on the $3.75 

Then change stories theories to suit.

Please note : only certain games mainly BETSOFT were available during the wagering of 25FS NO DEP.I just bet as normal .

I NEVER buy into extra spins and never will as I dont understand that concept."The Buy In " appear constantly along with " Casino win " on my reconsile report. If accidently pressed I cancel or refresh game.

Its not FREE BONUS because you pay X amount to withdraw.

*24/06/22 My $25 via Skrill deposit is amount to with draw NOT a playfee ,This should not be tied voided with completed wagered promo and player has cashed out.As the live chat confirmed.If so that should have been clearly stated or advised.This is not to verify any payment btw as Its my 4th deposit.

Live Chat said " we dont know when pragmatic games will be available sorry "

Once I made the deposit of $25 my usual games I play being pragmatic all of a sudden appear available.

Also VIP points accumalated before and after were deducted to restart levels not that I cashed in any they also include as an excuse to impose max cash out limit.

We deposit Real money " monetary gift you cant cash out " what good is MONOPLY money in return allowing Real cash balances to exceed over $2500.

I think main issue here is they automatically issue bonuses with out players knowing ,that is plain sneaky jeopardises next withdraw.Player continues to bet & withdraw with no knowledge.

They still cant name exact promo that justifies confiscating my 2nd withdraw $1700.They put a" Real cash back "of $3.75 in my Real balance and I won $1700 from instead of reversing and losing all.

They impose clauses 2.1.9 as last restort tactic to not pay.

Most Fair & Honest will put things righteven if its not 100% desired outcome customer expected.Well not here

Casino Representives negligence not factored in,when you present clear proof re : incorrect misleading , confirmation.

Not suprise they the are absent from other reputable casino review sites having been blacklisted .

Dear RICHNIC888,

Thank you for the update and forwarded email. Do I understand correctly that the withdrawal has been cancelled now due to submitting a payment method that doesn't belong to you?

No this not the case,that was a valid reasoning I reponded with required info less than 15min after It was another visa requested to stall payments some 5 days later after that,and inccorrect confirmations that are the issue

Thank you very much, RICHNIC888, for providing all the necessary information. I will now transfer your complaint to my colleague Matej (matej@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.  

Very much appreciated.

Thankyou

Hello RICHNIC888.

I am sorry to hear about your troubles.

If I understand it correctly, your winnings were from a cashback bonus without wagering, from the $25 deposit you made when you were trying to withdraw winnings from the no deposit bonus.

Am I right?

Yes that is correct.As mentioned and confirmed via Live chat a few times aswell.

Thanks

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

Could you please send me the player's game log? (matej@casino.guru)

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’.

I wish to resubmitt or open complaint thanks

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’.

I am trying to contact the casino representatives via Skype and find out why they didn't react. Please be patient.

Much appreciated.

From myself to WINNERAMA

02/07/22 security@winnerama .

As requested before please forwards all live transcripts from 05/05/22 - 15/06/22 without delay to myself or  matej@casino.guru.

I do not accept your last decsion to fortify my funds of $1700.

If you are sure you have acted fairly and ethically then transcripts should be no issue.

Not responding is not productive problem solving.

I went off Casino Guru rating 7.7 to sign up here,reason why I have submitted a complaint through them.

NO RESPONSE AS USUAL

Hello,

We hope this message finds you well!

Thank you for bringing this matter to our attention. We will provide the timeline of events and our conclusions about this situation.

On the 13th of May, you claimed a set of 25 free spins from our mailer promo. You completed the wagering requirement for the set of free spins, leaving an amount of 550 in your balance. Please note that the maximum cashout for these spins is 100.

On the 23rd of May, you made a deposit of 25 for which you received a bonus of 6.25. In regards to the bonus being added automatically, please note that as per our Bonus Rules item 2.2.3.4. If you are currently receiving bonuses and do not wish to accept them, BEFORE making a deposit, you must contact one of our Customer Service Advisors via the Chat functionality within the casino and ask them to remove the bonus from your account. You can also remove the bonus from your end after the deposit is made, but before you start playing.

On the 24th of May, you place a withdrawal request for 551, and asked for the bonus cancellation, leaving your balance at 25, your deposit. You then proceeded to play the deposit down to 0, after which you received a cashback of 3.75. This was in fact real cash with no max cashout, and you proceeded to play it until reaching 320 in winnings and placed a cashout request for that amount as well.

On the 31st of May, you reversed both cashout requests, one of 550 with winnings originating in free spins with 100 max cashout, and the one of 320 with winnings originating in the cashback, and placed a new withdrawal request of 870, thus amalgamating the winnings.

On the 3rd of June you cancelled the 870 withdrawal request and placed a new one for 620, leaving 250 in your balance. At this point, it cannot be determined which portion of the winnings are from the free bonus and which are from the cashback. You continued to play with the 250 until reaching 1700 in balance and placing a new withdrawal request.

On the 9th of June your 620 cashout request was processed, 100 were approved for the winnings originating in free spins, and the remainder of 520 and 1700 returned to your balance and voided. Because the winnings were amalgamated, the system identified the full balance as originating in the free spins, however upon closer investigation we determined that is not the case.

Considering the situation, we would like to propose the following: the total amount won was 2300, and the starting amount once the winnings were amalgamated was 870, where 550 were winnings from free spins, and 320 from the cashback. We would like to attribute the total amount won proportionally to the initial winnings, in the sense that out of the 870, 320 represent roughly 37%, the remaining 63% being attributed to the free spin winnings of 550.

This means that out of the total winnings 2300, 37% originated in the cashback for a total of 851, and 63% originated in the free spins for a total of 1449. The portion attributed to the free spins winnings (1449) was already withdrawn with a max cashout of 100. The portion attributed to the cashback has now been added to your cash balance in the amount of 851. You can request the amount for withdrawal, or continue to play as it does not have a max cashout.

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

Kind regards,

Winnerama

Thankyou offer accepted.

I shall amend review accordingly.

Constructive feedback: Technology systems really needs to lifted,player can cash out in less than 10 min other sites, 5day waits withdrawing to an Ewallet in 2022.

Thankyou Casino Guru for all your efforts.

Dear RICHNIC888,

Thank you for using the Casino Guru complaint resolution center and for your feedback. We are glad to hear that your issue got resolved. We will now mark it as 'resolved' in our system.