Winnerama Casino - The player's withdrawal is delayed.

I have been trying to withdraw from this casino for over a month since I won my winnings. I have completed verification, yet they seem to come up with an excuse every week of me making an withdrawal attempt. The last excuse was that I need to provide my crypto address proof of ownership. I've submitted that last week and accepted it but this week again they cancelled my withdrawal yet again for which ever reason they have yet to email and explain why they cancelled it this time.

The tickets are there below to show how long we have been there back and forth with different excuses they use. Also there is a screenshot showing the amount of times they cancelled the withdrawal. This is so annoying because each time I request withdrawal I have to wait 7 days just to get turned down again.

Hello busit660,

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?

Looking forward to your answer.

Regards,

Nick

My account was fully verified on the 2nd week of August. The balance that I am trying to withdraw is from my deposit I made a while back so its not from bonus. I reply to them today because I keep getting the same reply over again. They claim that I violated their bonus terms so they cancelled my withdrawal and confiscate winnings. When in fact that balance wasn't winnings from any bonus but rather it was from my first deposit that I'm just trying to withdraw for weeks now.

Can you ask the casino to respond to this. Thank you.

Hello busit660 and thank you for the additional information. I will now forward your complaint to my colleague Michal who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

OK thank you

Hello busit660

I'm Michal and I have taken over your complaint. Just to double-check, you did not claim or played with any bonus, right?

Yes I have played bonus(Daily free spins) with this casino before. But this $30 balance was not part of any bonus. I deposited it n wagered out it then claim a 100% cash back. I have been trying withdraw this from the first week of August.

Dear busit660

I have reviewed your case and will contact the casino to see if I can help.

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?

Hello,

We hope this message finds you well!

Kindly note that the 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.)

The account in question has claimed 9 sets of free spins and has 1 deposit, thus exceeding the ratio and qualifying as a bonus abuser. It is important to mention that we do not proactively add free bonuses to the account, instead the player has to perform an action to claim the bonus (e.g. click on the claim link in the mailer, etc.).

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

Kind regards,

Winnerama

Ok the 30$ balance wasn't winnings from you guys, it was a deposit. So I should get a refund. Secondly, why did you send me free spins everyday in mail knowing that if I keep claiming them, my account would eventually be voided. I was unaware of this bonus rule.

After I fully verified my account, You guys rejected my withdrawal multiply times, week after week even before I violated your terms. Every week you guys come up with another excuse as to why you rejected my withdrawal until you confiscate it.

It seems to me like this is a intentional tactic to steal your users funds. Like why would you give free spins in email when users could possible violate your terms unknowingly and get the funds confiscated. And why not just put a limit in website algorithm on how much bonuses users can claim in between deposits. This is really some B.S.

Dear Winnerama Casino

I understand that you have the right to offer bonuses for whatever players you like and to investigate, cancel, suspend or lock any account if bonus abuse is suspected, but also in your Terms and conditions section 2.5.7 is this "At our discretion, all bonuses and subsequent gaming activity may be revoked and voided, and deposits returned." I'm not sure how the players can be aware that they are close to or have already breached the "3:1 bonus to deposit ratio". Another thing is that you should be able to set your system so that the players can only claim a bonus when they are allowed to do so. The system should be set to avoid unintentional breaches of your bonus rules, by claiming more bonuses as the players are entitled to.

In this specific case, the player has wagered real money without claiming a bonus. The player has claimed a cashback bonus after wagering the real money. If the player was not entitled to claim that bonus the system should not allow it. As long as the player has not breached any rules while playing with the deposited money without claiming a bonus the player should be able to withdraw the funds. If you have any evidence that the player has on that time breached any of your general or bonus terms please send it to me at michal.k@casino.guru

Hello,

We hope this message finds you well!

Considering the timeline of events in this particular case we have decided to refund the initial deposit, which is also comparable to the requested withdrawal amount.

We would also like to clarify the issues in this case. To address the timeline, the withdrawal was requested after the 100% First Deposit Cashback was claimed. The initial request was declined because some additional verification was required. Until the second withdrawal review, the player claimed several free bonuses, thus triggering the enforcement of the Bonus Abuse rule, since they did not have any other deposit on the account outside of the first one, and exceeded the ratio stated in our Terms.

In regards to the limitation of bonuses, we do have technical solutions in place in order to avoid such situations, however there are always ways to circumvent those solutions, in which case the failsafe stands in the Terms and Conditions. We send out free bonuses via email, and there are alternative opportunities for other bonuses as well, but all of the bonuses are on-claim, meaning we do not proactively add bonuses to any account without consent. We are aware that most players are not able to log in daily to claim the rewards and are limited by their availability during certain periods of time, so we offer several opportunities for the players to claim different bonuses at different moments. However, this does not detract from the fact that they adhered to a certain set of Terms and Conditions, and while we do try to prevent most forms of abuse via technical means, the onus is on the player to ensure they remain within the bounds of the terms they agreed to when signing up.

As mentioned in the beginning of the reply, due to the circumstances of this particular case, we have already sent the funds to the player, however the account will remain closed.

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

Kind regards,

Winnerama

Deposit refund confirmed.. Well thanks to casino guru for helping me to get back my deposit. I wouldn't recommend any one to play at this casino, this casino still need some work.

Dear Winnerama Casino

Thank you for your reply, we appreciate your decision to return the deposit to the player.

Although we agree that you as a casino have the right to offer bonuses for whatever players you like and to investigate, cancel, suspend or lock any account if bonus abuse is suspected, we still think that the bonus rules can be communicated more clearly and your system can be set to a fixed maximum amount of bonuses claimed for each player in a certain time period. Once this amount is reached the player can be automatically excluded from claiming more bonuses without making a deposit. Also, it is a good practice that bonuses have their separate rules either mentioned in the bonus itself, or a bonus policy link attached to the bonus, so the players can easily find and read the bonus terms and be aware of any possible breaches and prevent them from happening.

With this being said, we are happy that you decide to return the disputed deposit to the player as this shows you are customer orientated by considering every case independently. We thank you for your cooperation.

Dear busit660

Thank you for confirming you have received your deposit back. We are happy we could solve your complaint.

As mentioned in my first reply to the casino, the bonus offered could be handled differently and the casino could set their system up in a way to prevent players from unintentionally breaching the 3:1 bonus to deposit ratio.

On the other hand, as mentioned by you as well, you have claimed several free bonuses. As the casino stated every bonus needs to be actively claimed so you were aware when you have claimed a bonus. So although the rule about the 3:1 bonus to deposit ratio is not really the most player friendly, it has still been breached. When you have created the casino account you have agreed to the casino terms and conditions. From our point of view, the casino made a generous move and returned your deposit.

When it comes to closing the account, once all the funds are transferred to the player and the account balance is zero, the casino is entitled to close such an account at their discretion. This is solely up to the casino.

To summarise, as the complainant confirmed that the funds were successfully received, we consider this complaint to have been successfully resolved. We will now close it as "resolved" in our system. I would like to thank both parties for their cooperation and please do not hesitate to contact us if you encounter any problems with this or any other casino in the future.

We are here to help you.

Best regards,

Michal