Winnerama Casino - The player’s winnings were confiscated.

I did request withdrawal on 8.08.2022 they have 5 business day to make overlok. Thy has 1st time decline my withdrawal to get extra verification process yo send ne holding my Id i eid it end request once again withdrawal. Now i has wait wfim 15.08.2022 to day today and they has declined it once again oftre 6 day wait more now thay say to ne they are foing some random verification oroces what can take upp to 10 business day more i can hold it no more they do it sjust because i has written to them to get my money and i tell them i will make complain about it anyway.

Dear bzymek90,

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.

Have you been informed what specifically seems to be a problem in verifying your account?

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

Previous my KYC whos already finished but casino makes rights to request additional prof of ID no questions add. But how they has do it that is a problem i need to wait 5 working days after they are overview my withdrawal request. On the day nr.6( business day) they are cancelled my pending withdrawal just to ask about that additional verification. What whos to send them a picture me holding my ID card in my heand. I has halp before for friend of mine to go over same process i know it thay may request such a ID proof thats why i has send that photo me with my ID card. And send it by email with message" if u guys will be requesting my photo wit id ther is it i send it before u request ot to not have any additional problems with my withdrawal request". Ok but still on day nr 6 witd.process has ben cancelled via additional request. Ok i did send photo and request witdrawal again on 15.08.22 at 1:00 am . And start wait again 5 days. On day nr.5 --22.08.22 (day what i should get my witdrawal after sec. Request ) i has contacted with casino to ask about my withdrawal its should be arriving me today thay has told me whole day long i will get money for sure on that day which wos on Monday. All day i has geting same answer "today u will be get your withdrawal. I did ask what are working hours financial departamnt.they told me to 08:00 pm. I did wait to that hour. After 10:00 pm they start telling me. I will get my withdrawal tomorow on Thursday 23.08.22. i did wait and while i wos working and realy need that money what i has already telling for the winneram suport /acconting team /financial team. I whos begging them to get that money bc im broke. And have funeral in meant time. At time 5:11 pm 23.08.22 i did get message from winnerama casino saing "Hello,

Thank you for contacting us.

Please be informed that your withdrawal was declined due to the fact that your account has been randomly chosen for a Verification Process.

This consists of Management selecting a few random accounts with pending withdrawals, in order to review the paperwork that has been received from them, to make sure it is complete and legible, that the account information matches the paperwork and to review the account game sessions.

This is a random procedure and there is no pre-determined selection process, meaning that there is no way to anticipate beforehand which accounts will be reviewed. Please bear in mind that this procedure may be repeated more than once a year and every customer who requests a payout will be subject to this process at some point or another, even if they have all the corresponding requirements for a payout in order.

However, there is nothing to worry about. Feel free to request again your withdrawal at your earliest convenience and it will be reviewed once the verification is completed.

Thank you for your understanding on the matter. For more information, please do not hesitate to contact us, we will gladly assist you.

Best regards.

Its my first request of withdrawal from them and i has been member of casino maybe not a whole month. I know they are making it to make me wait as long its possible thats because i has much helping for my friend in past with almost same problem with the sister site casino winnerama. Please help.

Maybe my complain will be more not a veryfication studding but after i has read others co plains its will be more

"Winnerama Casino - Player's withdrawal has been delayed"

If CasinGuru will not help me and contact with Winnerama casino they would be make that additional process be anyway faster. Time frame from winneram to finish that procces is from 7 to 10 business days. As i has already wait after 2 previous withdrawals. If thay have some timeframe to do any request like my previos ones. its allweys start on last day and last min off limited time. HOW is that possible. I know how delay in casino works to player cancelled hes withdrawal request and loose money.

Haloo is that normal im not getting any answers from 5 days how kind of help is that.

Thank you very much, bzymek90, for providing all the necessary information. I'm sure you understand that we have seven days to reply to players and we do our best to do it in a timely manner. Please bear in mind that we do not work during the weekends and bank holidays and try to reply to all our players as soon as possible.

I will now transfer your complaint to my colleague Branislav (branislav.b@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.  

Thanks for quick response. Im just flustered how they are deley withdraw. Its like now they told me to wait 10 day for to be finish that how they called rare verification and i know tgey will ask me about any additional documents on day number 10 thenthey have 48 h to respond. After respond i need to wait again 5 days because all withdrawal request are under review in 5 business days plus extra weekends between to that moment today im already wait 22 days.

Hello, bzymek90,

I am sorry to hear about your situation. I will contact the casino and try my best to resolve the issue as soon as possible. Now I would like to invite Winnerama Casino's representative to join this conversation and participate in the resolution of this complaint.

Dear Winnerama Casino Team,

Could you please state the reason why the player's account has not been fully verified and/or his withdrawal has not been approved yet? What documents are problematic? What steps should the player take in order to successfully verify their account and withdraw the winnings?

Thank you in advance for providing the information.

Branislav it just great ide to give Winnerama casino 7 days for any respond. In complain about daley my request give them more time situation solves by its self.

Super help 7 days wait after u contact me now CASINO answers u hope in 7 days just forget abut that complain u help noting if its take more time than casino will pay it

Dear bzymek90,

It is a standard process and every party has 2x7 days to respond if the response is not provided within the first 7 days. This casino receives notifications for complaints submitted on casino.guru, so they should be aware of your issue and it could help to resolve it. If the casino would pay you, that is what we need. Or not?

Not all casinos cooperate with us in resolving complaints. Therefore, we should also count on an option that no one will reply to this open thread at all. Once the first timer expires, I will extend it and also try to contact them outside this open thread.

Let's stay patient and positive and provide the casino with a few more business days to answer.

Thank you for understanding. We are still looking forward to hearing from the casino soon.

Ok caino has cancelled my withdrawal request and deduced all my winings calling me i has break som rule what is no make any sense. Hers email what i just get from them

Hello,

We hope that this email finds you well.

Kindly note that your withdrawal was declined and the winnings voided since your account is in breach of our Terms and Conditions item 2.5.7. Bonuses offered by our casino are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. We reserve the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. If an account is confirmed to fall under the Bonus Abuse category, we reserve the right to void all winnings generated on the account. Examples of bonus or promotion abuse, but are not limited to: claiming free bonuses that exceed a 3:1 bonus to deposit ratio (free bonuses include but are not limited to Free Spins, Calendar bonuses, Scratch Card bonuses, Tournament prizes, Race prizes, Mailer bonuses, Goodwill bonuses awarded by account managers, etc.)

Since you have claimed more than 3 free bonuses per deposit, the account has been labeled as a bonus abuser and in consequence the funds have been voided.

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

Kind regards,

Dear bzymek90,

Thank you for the update.

Can you please confirm you redeemed more than 3 No Deposit Bonuses per 1 deposit? If yes, in what order? Did you play with your deposit or lose it before using bonus money?

I did use only one no deposit bonus maybe 3 yers ago when o whos make account i did review same no deposit bonus but i use one no deposit bonus and then make deposits using promo bitcoin deposit +400%

I see casino didnt answer after whole week what now.

Ppl help that is not normal they should show some proves to may do it

Until I was waiting for your reply (email provided from the casino about cancelled withdrawal), the timer was not set on the casino. Therefore, I will now request the details from the casino again.

Dear Winnerama Casino Team,

Could you please provide us with an explanation of the player's situation in more detail? If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru).

Thank you in advance for providing the details and/or data.

I dont see reason why casino cant answer if thay will be not have a evidence of me break the casino rules.

I may be find some evidence of me has no break any rules. It about my first deposit at casino site i has use welcome offer what include 200% extra and 180free spins. I think about free spins that whos limited offer not using all the time. I did review thos 200% but i did not get full 180 freespins i did get 30 and after see that i have been contacted with a support aggent he did add me rest of the spins but. Those free spins should be wagger free with max cashout off 200€. Sins i did finish them i realize finished amount whos added to bonus balance whats means i need to wagger them i contact agent again and he told me im right and has cancelled them and winnig what comes from them (162€) and he has add me 150or 180 spins again what should be wagger free as like it post to be i approve it to dont make any wagger. After i finish play them i sew they still have some wagering req. Becouse aggent whos not available to add me no wagger spins manually and he has use smallest waggering req. 1x. Thats why he has delate and add me from beginning 2 or 3 times same spins pack from welcome bonus. Happ am i because i have all screen shot of that conversation if is needed day of the deposit and all to prove my Right.

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’.

Hello,

We hope this message finds you well!

Kindly note that the account is in breach of 2.5.7. Bonuses offered by our casino are intended for genuine recreational players only. Abuse of any bonus offer will not be tolerated. We reserve the right to investigate, cancel, suspend or lock any account if bonus abuse is suspected. If an account is confirmed to fall under the Bonus Abuse category, we reserve the right to void all winnings generated on the account.

Examples of bonus or promotion abuse, but are not limited to:

- claiming free bonuses that exceed a 3:1 bonus to deposit ratio (free bonuses include but are not limited to Free Spins, Calendar bonuses, Scratch Card bonuses, Tournament prizes, Race prizes, Mailer bonuses, Goodwill bonuses awarded by account managers, etc.)

The account in question has claimed 13 free bonuses and made only 4 qualifying deposits, thus exceeding the ratio. It is important to mention that the account has 6 deposits made, however two of them do not qualify as they do not reach the minimum deposit amount. Because we accept crypto deposits, we cannot always control what amounts players send us, and in consequence the two deposits of 5.5 EUR and 8.16 EUR were not considered.

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

Kind regards,

Winnerama

Winnerama casino please provide us with reconcile of those bonuses. In game history same bonus is placed on list twice except one has 0.00 amount same time set on both of them to the second same. I did calculate 7 awarded bonuses and as i has explain to casino really for a 100 times on 28.08.22 supprt agent did add same bonus manualy 3-4 times. On reconcile day 28.08.22 is been putter 8 times only that day has made one deposit using one welcome package bonus.

Really 3 weeks wait after casino answer week afrer u answer and again and again

And one more thing winnerama if like u remind ""deposits made, however two of them do not qualify as they do not reach the minimum deposit amount.''

1st. If they go through they are correctly deposit made.

2. If they whos no qualify.Why whos promo added to them.

3. Deposit no qualify but u calculate those promo with others one what are qualify.

4. Ratio how that can be correct if calculate like what ever u w was

Greetings all,

Thank you, bzymek90, for your email. While we will be waiting for the casino's response and data, send me please all communication with the casino's Customer Support regarding multiple free spins added to your casino account. Feel free to use my email (branislav.b@casino.guru).

Dear Winnerama Casino Team,

I would like to remind a part of my last post on the 8th of September, 2022.

"If we are talking about a breach of the casino's Terms and Conditions, is the casino able to substantiate its decision with relevant evidence?

It is possible to share the data directly here, with your reply, or by sending them to my email address (branislav.b@casino.guru)."

Are you please able to provide me with the necessary evidence to substantiate your claims above? Could you provide me with a complete player's gameplay history with all transactions/bonuses?

Hello, bzymek90,

Recently, I was provided with data by a casino representative. However, the provided data are not sufficient to completely review your issue and the casino's decision. Therefore, I required additional details and data, and currently, I am waiting for the requested information.

In the meantime, until the casino representative contacts me again, allow me please to ask you a few questions.

From what exact bonus did you win the disputed funds? Can you please send me all the mentioned communication with the casino's Customer Support regarding the first deposit bonus free spins that were credited manually to your account several times due to technical issues? Did you inform the casino's CS about incorrectly credited free spins immediately, or did you also play with them?

Branislav all Data redy send to u hope it finally helps.

Thank you very much, bzymek90.

Dear Winnerama Casino Team,

Please, see my last messages on Skype. Once I am provided with the requested answers and details, we can significantly move the case forward.

We are looking forward to hearing from you.

It's srsly start to be so anoing do we need to wait always those maximum upp to minute 7 days after winnerama casino answer question. Make live conversation. If they have all evidenceto blame me. and cant iven go to check all my data i present them about i has never break any casino rules. Its all they fold.

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 hope all new like a old player can see how that casino works. And make good decisions or u wanna play there and ( maybe u will be in same sytuation like i am) or maybe u dont need to know.

Greetings,

I was informed that the requested records, unfortunately, have been archived. They can be extracted, but it will take a long time.

Currently, I am waiting for the information about the estimated time frame for the required data extraction. Once I have any news, I will let you know and will proceed with the complaint according to the received information.

Thank you for your patience and understanding.

Srsly is that normal situation i dont think so. Data has been archived from when so young data need to be archived. It waist of time. I really lose any hope to get those money back 2 monts later.

I has acces to my games record but casino hasn't. What bull.... is it.

Dear bzymek90,

Unfortunately, since we have not received any of the required additional data supporting the casino's claims and decision, and it looks like we will not receive it in a reasonable time, we cannot continue resolving this complaint and we are forced to close it as ‘unresolved’, which will influence the casino’s rating in a negative way.

In case of any questions, do not hesitate to contact me at branislav.b@casino.guru.

I wish I could be of more help. I sincerely hope you will not come across a problem like this again.

The casino can reopen this complaint anytime.

Best regards,

Branislav, Casino.Guru