Winnerama Casino - The player struggles to withdraw his balance.

First withdrawal request was July 20. After a 5 business day wait I was told I needed to submit a credit card voucher form. I submitted this form and resubmitted the cash-out request.

After another 5 business day hold I was told that I needed to provide proof identification. They referred me to their banking page which outlines everything required.

After another 5 business day hold they told me they need to do a closer look at my account. This closer look was outlined in the banking page and on August 4, 2022 I provided the following documents:

• 4 months of bank statements
• a utility bill for proof of address, my homes electric bill
• another utility bill for proof of address - my cell phone bill
• photos front and back of my credit/debit card
• my gov't issued photo id
• a selfie of myself holding the gov't issued photo id
• a paystub from my employer showing my employers full name address and phone number as well as my year to date earnings and deposits which line up with my bank statements

They issued a 10 business day hold during this review and said when it was done my cash-out request would be processed.

After the 10 day review they reported everything was good and then said I can resubmit my request, which means another 5 business day hold. They wanted me to resubmit my selfie which I did and was approved.

After this final 5 days they are no asking for Source of Income documents. The withdrawal request was cancelled and the 4000 sent back to my account. I advised them that this infomation had been provided on August 4, 2022. The live chat operator told me that the bank statement provided on this date was used to confirm my address only and not for source of income. I kindly reminded him that I had provided 2 utility bills which confirmed my address and that my pay stub and bank statements were provided as they were listed on the banking page as possible documents they would require. The operator asked me to resubmit my withdrawal request to which I said no. There would be another 5 day hold imposed. I asked him to kindly cancel the reversal. The operator informed me that the documents would take 24 hrs to review. I kindly informed the operator that my account had already undergone the 10 business day management review to which these documents were a submitted for and that review had passed so there was no reason to submit any further documents or wait for any more reviews.

I then asked for a transcript of today's chat to which he told me to submit that request to support@winnerama.com

Here is the transcript from today:

Aug 26, 2022

Mike

Hi there my withdrawal was reversed due to source of funds documents not being sent.. those docs were sent August 4th. Kindly reverse the cancellation and process the cash out. This has been ongoing since July 20.

System

Hello! Please let us know how we may assist and an agent will be with you shortly.

Mike

You have a full bank statement for 4 months and pay stubs from my employer. Sent august 4/2022

System

Vinny has connected to assist you.

Vinny

Hello! Glad to have you with us

Mike

My withdrawal was reversed today due to source of funds.

Vinny

Kindly send it to us when ready to accounting@winnerama.com and please note that it may take up to 24 hours to be verified

Mike

Those documents were submitted August 4th, bank statement and pay stub from my employer. Kindly reverse your cancellation and process the withdrawal.

It was sent August 4th 22 days ago, This was all reviewed as part of the overall account review as these items were provided as part of that package.

Kindly send my money today.

Vinny

the first bank statement has serves as a proof of address

Mike

It's 4 months of bank statemtns and the utilitty bill and rogers wireless cell phone bill serves as proof of address

All provided August 4th

Vinny

yes

Vinny

the first bank statement has serves as a proof of address

Mike

The pay stub was provided as proof of income as I looked at what was required.

And submitted everything you asked for on the banking page and the additional info page.

Vinny

we will check for that

Vinny

please send it at the meanwhile

Mike

Send what? It's already been sent. I haven't done any transactions since then.

You did a full management account review for 10 business days

Vinny

Rest assured that you will be emailed back once the department in charge processes your request.

Mike

Right but you need to cancel the withdrawal reversal

Vinny

I will be more than glad to assist in case you need anything. Our team is available 24/7 on Live Chat.

Mike

So it goes back to showing as pending for today. Since if I do it it will start your 5 business day hold

Vinny

please re request it

Mike

That would start a 5 day hold, can you please reverse the cancellation since all documents were provided and reviewed already?

No reply.

Hello Fever905,

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 if you ever received a confirmation of the documents from the 4th of August? How long after that did you contact the casino and what was their respond? Did you accumulate your casino balance with real money or did you use a bonus too?

Please note that even if it might be bothering, the casino may request the same documents multiple times and the player has to provide them in order to finish the process as soon as possible.

Looking forward to your answer.

Regards,

Nick

Hi there Nick.

Yes I did receive confirmation that the documents were received by their support ticket system. It listed all of the files that were received from my submissions. I provided the required documents today as well, along with bank statements.

My balance was accumulated with real money deposits from my debit/credit card. There was some sort of bonus applied to the very first deposit. I met the playthrough requirements (I think 35x) and I also was very careful to not make a bet over $5 as that would void the bonus balance. This casino has a strict policy of keeping your bets below $5 so that you don't satisfy your bonus requirements by doing huge bets.

What was alarming was that today's reversal seemed right on schedule, like the next delay in a long chain of delays. When the operator was informed this was already provided and reviewed by management he really had nothing else to say. This is very alarming because they just ignore me for the rest of the day and didn't process the withdrawal. By not paying me out they are basically committing credit card fraud at this point.

What makes no sense is that they ask for these items one at a time instead of all at once. This would lead anyone to believe that they are just trying to make the cash-out take as long as possible by using these one-at-a-time tactics. But if these files were submitted and the account went through a 10 day management review which it passed you would be led to believe that the source of income was part of the review. The messaging at the end of the 10 business day complete account review was:

Hello,

We hope this email finds you well,

Please note that your account is currently undergoing a verification process assigned by management directly. It takes 10 business days and was placed on August 4th, the review of your latest withdrawal request will be made on August 18th as that's the date when the verification process on your account will be over.

Thank you for understanding and best regards.

Once 10 business days had gone by they said:

Dear Michael,

We are very happy to confirm that all your documents have now been approved and your account is now fully verified.

We sincerely appreciate your patience in conjunction with this verification process, and thank you very much for helping us keeping Winnerama the safest place online, for players to enjoy all their favorite games.

Please note, keeping all your documents up to date at any time (example if you start using a new payment method or your ID expires), will significantly decrease the need for further verification, as well as how long it takes to complete a future verification.

If you have any questions, or we can help you in any way, please do not hesitate to contact our Customer Support team who is standing by 24/7 to assist you.Kind Regards,

Winnerama Security Team

So when they say your account is now fully verified they are not being truthful if 1 week later they cancel the withdrawal again and ask for more documents? Seems like.

Thank you Fever905 for all the information. I will now forward your complaint to my colleague Natalia who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Hi Fever905,

I've just reviewed your case and am sorry to hear that you have to deal with this problem. I'll try my best to help you by contacting the casino.

Dear Winnerama Casino, I'd like to invite you to join this conversation and participate in the resolution of the complaint. Can you please provide us with more information regarding the case?

I'll set the timer for 7 days and hope to hear from you very soon.

Best regards,

Natalia

I got new goverment issued ID today and I kindly emailed it to them. They replied and said I had to put it in through the website. To do this they had to remove my prior ID. So I tried to use their verify system which is a 3rd party thing.. First attempt failed on my iPhone .. tried on the newer Lenovo PC and it worked fine. But I then see my account has $4000 in the casino balance. So my cash-our was reversed again. I have to request again, and I sent support@winnerama.com an email explaining the situation and telling them I shouldn't have to wait any longer for my money. For full transparency I will post below:

Why was my withdrawal request cancelled today?

I got new ID from the government and sent it to you guys. Then you told me to verify it on the website. I wasn't able to do that until you removed the previous one.

I used the verifier which didn't work on my iphone very well but worked fine on my laptop. Then I see my withdrawal request from last friday has been reversed with no explanation given.

The documents you asked for last Friday you had since August 2nd. Please kindly put my withdrawal request back the way it was and process my withdrawal.  

I've been waiting since June 20. This is getting ridiculous and it seems clear that you are purposely stalling. Do you have financial problems? Do you not have the money to pay me out?

I need that money. Process the withdrawal promptly. There's nothing else to check.

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 during our verification, we found that the account is in breach of our Terms and Conditions item 2.1.12. Each User is allowed to open only one User Account. Use of more than one Account per physical User is known as "multi-accounting", which is strictly prohibited. Upon discovery of a User with multiple Accounts, all affiliated accounts associated with the User will be immediately cancelled alongside any transactions on the multiple Accounts. In the event that Winnerama has reasonable grounds to suspect that the registration of said multiple Accounts has been undertaken with the intent of defrauding or cheating, Winnerama may block regular or tournament play and/or prize distribution.

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

Kind regards,

Winnerama

That's actually funny. Tuesday I received a phone call from their security department verifying my address and last 4 digits of my debit card. They then said they would leave a note for accounting to process my withdrawal and that everything checked out.

There is no multi-account happening here? I only have one account on their site.

I created an account on another site called Winward Casino. Once I logged in I realized that this site looked exactly like Winnerama. Knowing their could be potential conflict I immediately logged off and never went back.

I didn't get any free bonus from Winward. I didn't accept any free spins from Winward. Once I knew it was the same people I immediately backed off.

This place has scammed me out of about $400.

Are their payment and software providers aware that they are blatantly committing international wire fraud? My friends at Interpol are very interested in my statement.

Winnerama Casino - We are coming for you.

Dear Winnerama Casino, thank you for the reply, however, I'd like to ask you if you can share any supporting evidence when accusing the player. Please, don't hesitate to send it to me at natalia.b@casino.guru

They emailed me this:

Hello,

Thank you for contacting us.

We have reviewed your account and wish to inform you it was closed due to several inconsistencies found on it. Kindly note this decision is irrevocable.

We wish you the best of luck in the future.

Their wishes of good luck have actually brought me very good luck today, read on. I was kind of expecting this while at least trying to remain optimistic and give them the benefit of the doubt. But while all this was going on, I have been doing the following:

• documenting every interaction with them, every communication dated, filed and in sequence as part of the evidence package against them
• initiated chargebacks for all 10 of my transactions with them, my reason for chargeback is "product or service not received" their service is a casino and they failed to provide this. Part of being a casino is paying out the winnings.
• contacted all of their slot machine software providers to make them aware of the ongoing wire fraud
• attempted contact with their payment processors to alert them as to what is going on. VISA's chargeback process will aid in this
• contacted Interpol's money laundering and fraud division in Canada, filing claims of international wire fraud
• contacted, and in the USA Dept. of Homeland Security & FBI to make them aware. I have found some USA players who are also taking action
• contacted Real Time Gaming - I have a zoom call setup with them and will be presenting my evidence to them
• changing all of my credit cards - since they are thieves they will probably try to use my cards.. not happening.

You are not powerless!! The end user has more power than they think! If anyone else has been taken advantage of by Winnerama or the Tangiers Casino we should look into forming a class action against them. I have hired a private investigator in Curacao to investigate whether they had a license there in the past or not, and to hopefully identify the ownership team, If anyone is interested in joining the class action, PM me here.

Scammers like this need to be stopped. The fact that this has gone on with Tangiers for so long is ludicris. Has nobody got a backbone to stand up to these thieves. Their paper they make you sign saying you won't do a chargeback is null and void if they are committing fraud and making you sign it under duress of getting your winnings.

It's funny how the universe works. I registered on PowerPlay and have won and cashed out (into my bank account) $2200 so far today. I keep winning on Roulette! I am happy there are honest places out there still.

They also sent this:

Hello,

Thank you for contacting us.

We would like to inform you that we have refunded your last deposit back to your card. The funds will reach you in 12 business days.

Regards.

The casino paid me in full today.

Hello,

We hope this message finds you well!

Kindly note that we still consider the account to be in breach of our Terms and Conditions, and in consequence it will remain closed. However, considering the severity of this case, our Management team decided to make an exception in this particular situation and grant the withdrawal.

The Terms and Conditions are an important part of any service as they define the rules and regulations as well as the relationship with the site, and as such we recommend reading them in full. Should you have any questions in regards to the rules or any particular term, we strongly suggest consulting with your account manager or the support line in order to avoid any misunderstandings or potential breaches that you might not be aware of.

Kind regards,

Winnerama Casino

Dear Fever905 and Winnerama Casino, thank you for providing this information.

We'd like to close this complaint as resolved since the casino paid out to the player.

Thank you for using our complaints resolutions center, Fever905, and please don't hesitate to contact us in the future in case of any troubles with online casinos.

Regards,

Natalia