Winnerama Casino - The player's withdrawals were rejected.

hello, it turns out that in the casino winnerama I requested two withdrawals, one for 3200 and the other for 600, both have rejected them and these were my first two withdrawals in months playing and being a VIP player, they have given me all possible excuses for not paying me My money, it's crazy how they steal from your face, it's not possible that they do whatever it takes to not pay anything, now as a defenseless user what do I have left to do? who defends us against these great robberies???

Dear 07mld86,

Thank you very much for submitting your complaint. We are sorry to hear about the issue with your withdrawal and understand your concern. However, please bear in mind that 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. This delay may be caused by unfinished KYC verification or a high volume of withdrawal requests.
That’s why we advise players to be patient, cooperate fully with casino, and wait at least 14 days after requesting their withdrawals before submitting a complaint.

If your account has been successfully verified, your game history checked, your withdrawal approved by the casino, and you still haven't received your winnings by 14 days since requesting the withdrawal, we will intervene and do our best to help you.
Thank you in advance for your patience and understanding.

Best regards,
Complaints Resolution Center

Thanks for answering

Hello, it's not a delay, the payment is that they have rejected my two refunds, one for 3,200 c$ and the other for 600 c$, it turns out that being a loyal player and VIP they have found any excuse not to pay me what I have legally earned playing It is a lack of respect for the players who want to steal our money in this way, why do they do this? It turns out that now neither the withdrawal statement nor the cash money comes out, because they eliminate money that has been earned fairly, because I fulfilled all the bets required to withdraw.

As a VIP player who left me double or triple the amount of money playing, I demand that you give me an answer as soon as possible and favorable to both parties.

Thank you

Thank you for your reply, 07mld86. Have you accumulated your winnings with or without an active bonus?

Have you received any explanation from the casino regarding this issue? Could you please forward all the relevant communication between you and the casino to kristina.s@casino.guru? Alternatively, you can post it here. Thank you in advance.

Ok, I send communication to the indicated email, I played with a bonus that completed bets to be able to withdraw, they canceled my two withdrawals, one for 3,200 and the other for 600 because they look for any excuse not to pay.

07mld86, I clearly see that the casino accused you of breaching the maximum allowed bet and the casino even pointed out the exact bets. I checked the bonus T&Cs and I found this:

"3.4. Until the play through requirements have been met, the maximum amount per spin/ bet that can be placed is C$5. We reserve the right to decline a withdrawal and void any winnings, if you place a bonus money bet higher than the allowed limit."

Our position is closely explained in Fair Gambling Codex https://casino.guru/fair-gambling-codex-for-casinos#max-bets: The max bet rule is, in fact, an industry standard, just as the fact that a casino has the right to seize the player's winnings from bonus play after breaking this rule. We prefer not to go against industry standards by penalizing casinos that use the maximum bet rule against players from time to time.

However, if you feel like you have been accused mistakenly, feel free to forward me your game history together with a link to the specific bonus that you redeemed and played. My email address is kristina.s@casino.guru.

Hi, ok I'll send them to you.

Thank you

Thank you for your email. I am sorry, but we cannot accept this as a proper game history. Not only the bet n. 230114152577390276 is missing (the one casino said was higher than the maximum allowed bet), but it doesn't look complete.

Please, forward me the full game history in PDF or excel sheet. Thanks.

ok, I'll send it, thanks

Hello, it turns out that after requesting the game history because it was impossible to download it from the game application, my account was blocked.

Without a doubt, this casino is a worldwide scam and should be reported to the competent judicial authorities.

I hope you help me with my case so that it does not happen to other people.

Thank you very much, 07mld86, for your cooperation. I will now transfer your complaint to my colleague Branislav (branislav.b@casino.guru) who will be at your service. I wish you the best of luck and hope the problem will be resolved to your satisfaction in the near future.  

Hello, thank you Kristina for everything.

Hello, I wanted to know what could be done in my case?

greetings

Hello, 07mld86,

I am sorry to hear about your unpleasant experience, and I am sorry for the delay. 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 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 information.

Hello, not only did they delete my account when I asked for my game history, but now I can't even find the server, winnerama is a scam and as such we must report it so that they do not continue stealing money from people who trust it, it is a legit game .

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.

Dear 07mld86,

Unfortunately, since we have not received any response from the casino regarding the issue, 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