Winnerama Casino - The player's account got blocked.

Hi there,

I had been waiting for a withdrawal request that had been submitted 9/01/23 for a total of $4000. They had declined my withdrawal request due to a random verification process I had waited for the process to complete as they suggested it take 10 business days with an additional 5 business days to wait for the withdrawal to be reviewed and approved. I had emailed them multiple times requesting how much longer it will take. On the 27/01/23 I received a response stating

"Hello,

Hope this email finds you well!

Your payout was approved today.

Have a great day!"

That same night my account got disable and to contact support. Emailed them no response. So far I have emailed them 5x no response. On top of that I have a withdraw-able balance of over $1,000 on my account. Previously I had no issue with verification process in December 2022 went through it and received my withdrawal request after it but short of 3 weeks Another request and then a disabled account with no communication from any department - last email suggesting approval and then disabled account I am worried that I have been deceived. I need communication from them. I have not breached any terms and conditions of policy - I had used a service and as a user I am entitled to receiving that service.

need your help on this as this form of non-communication is unprofessional.

look forward to hearing back from you.

Hello Wncotravels,

Thank you very much for submitting your complaint and I'm really sorry to hear about your issue with Winnerama Casino. Please allow me to ask you a few more question before we would move forward.

Could you please advise since when is your account fully verified? Did you accumulate your winnings with real money or did you use a bonus? When was the last time you spoke to the casino and what was it about?

Please note that if the withdrawal has been approved only 2 days ago, it might take a few more days to appear on your account.

Looking forward to your answer.

Regards,

Nick

Hi there,

Thank you for getting back to me. My account had been fully verified multiple times the most recent was completed in December and This month - they last emailed me on the through what they call random verification process that account managers choose to put their players through. They last emailed me on the 27/01/23 advising that they had approved my withdrawal although not mentioning anything about completing my verification process that was put on the account on the 09/01/23.

the balance on the account before disabling was a deposit with a bonus but completed the wagering requirements and was a cash balance I could withdraw but chose to continue to play. That was over $1,000aud.

the withdrawal was also the same wagering requirements completed and was my winnings. I had followed the guidelines and terms and conditions of the wager. I will mention that I was a VIP player and have been with Winnerama since early 2022 (Feb 2022) possibly earlier although I don’t have the exact date as I’ve been disabled out of my account.

if the withdrawal will be deposited in a few days that’s great news for me but I haven’t seen any communication from them since advising me that it has been approved. I have attached that email screenshot in the original post for your visibility. That was sent to me on the 27/01/23 since then no communication or response from them.

Look forward to hearing from the team and getting a swift resolution on this.

Update; I have received the withdrawal of $4,000 but would like update from winnerama regarding the withdrawal able balance that was on my account before account was disabled on the 27/01/23.

Hello Wncotravels,

I'm glad to hear that the withdrawal arrived. Can you please clarify what bonus did you use and how much did you deposit with it? Didn't the bonus have a maximum withdrawal limit and that's why the balance was capped?

Thank you,

the deposit amount was $200, the bonus was 500%, the wager requirements was complete and was close to withdrawing. My withdrawal limit was $4000, the balance was sitting in my account before it got disabled and did not have the opportunity to submit the withdrawal. I could have submitted another withdrawal request as the previous $4k was waiting for process and was outside of the weekly withdrawal limit requirement - the withdrawal I just received had been requested on the 9th of Jan and the disable on the account was on the 27th Jan - way outside the weekly limit requirement. Winnerama should pay me out my balance.

Thanks again for all your support

looking forward to hearing back from the team.

Hello Wncotravels,

I was unable to access the site now for some reason but as I see from other sources, almost every single bonus of the casino has a maximum win limit from a bonus (mostly 6x deposit). Isn't it somehow possible to forward directly the bonus you used (screenshot or a link of it)?

As if you did deposit 200€ and there was a limitation to the bonus, the casino acted by it's terms by paying out the eligible winnings.

Hi there,

yes same on my end. Cannot access the site.

I completed the bonus requirements at 100%. Which means I was eligible for the bonus.

I don’t have screenshots.

I will add though the winnings that I got paid out had nothing to do with the balance and was a seperate bonus completed then withdrawn and paid out.

Hello Wncotravels,

Is it at least possible to forward your deposit, bonus and betting history or the site is still not accessible for you?

Hi there,

the site is not accessible to me at all. As mentioned earlier I have been disabled and now the site isn’t available.

Hello Wncotravels,

We found out the the casino is now closed. I will now forward your complaint to my colleague Michal (michal.k@casino.guru) who will try to get in touch with the casino but please note that as the casino is now closed, they might not respond at all, but we can give it a try.

Wish you best luck.

Regards,

Nick

Hello Wncotravels, 

I'm Michal, and I have taken over your complaint. I have reviewed your case, and I want to bring to your attention the fact that we found out that Winnerama Casino is closed now. Recently, we have received multiple complaints about this casino, and there has been no reaction from the casino at all, so I'm afraid there is not much we can do. I will still try to reach out to them, but there is no guarantee we will receive any reply. Can you please confirm what is the whole amount you are still missing from Winnerama Casino?

With this being said, we would like to invite Winnerama Casino to join the conversation.

Dear Winnerama Casino,

Can you please provide some information regarding the player's withdrawal?

Hi There,

Thank you and the team for consistently updating me regarding the progress of my complaint. I figured the casino has closed.

because I don’t have access to my account I cannot give you an exact figure - remaining balance was just over $1,000. I have received $4,000 which was a withdrawal request that was pending before my account was disabled.

i understand that this is a long shot and that I may not receive what’s rightfully mine. The balance that was in my account wasn’t a bonus balance it was cash balance winnings after completing my wager. The account actually got disabled whilst I was active on my account.

pretty disappointed that they’ve gone down this route and have a lot of other complaints like myself.

thank you again.

look forward to hearing from you.

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.

Has there been any contact from the casino?

Dear Wncotravels,

I have tried to contact the casino repeatedly but had no success. As I mentioned previously we have found out that the casino is now closed, and I'm afraid there is nothing that can be achieved without cooperation from its side. Since the casino has operated 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. If the casino representatives decide to react, we will reopen the complaint, and you will be notified by email. 

I can only recommend that you choose casinos based on their reviews and ratings in the future to avoid situations like this. I am sorry we could not be of more help on this occasion.

Best regards,

Michal