Winnerama Casino - The player struggles to withdraw her balance.

hello

i am facing problems with my payment they canceled my withdrawal bitcoin because they said there would be a aleatory verification however this aleatory verification seems to be eternal and never ends,,, I completed the entire verification process (KYC) a few days before requesting my withdrawal and I don't understand why they said I needed to do another extra verification right on my withdrawal...

'''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 that can take up to 10 business days.

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 comprehension on the matter. For more information, please do not hesitate to contact us, we will gladly assist you. ''''

I don't care if they do a two or three verifications, the problem is that this check never ends and it's been almost 15 days since they canceled my withdrawal and now they don't answer my emails anymore.. I wish you could help me because it's been 1 month since my first deposit and withdrawal..

thank you

Maria.

Hello mari.300,

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 when was the last time you forward a document requested by the casino to them? Did you accumulate your balance with real money or used a bonus as well? When was the last time the casino responded to you and what was it about?

Please note that such checks are common and they mostly may take up from 2-4 weeks so I can only recommend to wait for now for them to finish the process.

Looking forward to your answer.

Regards,

Nick

Hello

my document was sent on the 6th of october and approved on the 7th

On the same day that KYC was completed I made a deposit as they ask to make a deposit before withdrawing...

on the 13th my withdrawal was declined because they needed to do an additional verification, i played with a bonus with a maximum withdrawal of $100 and all the requirements were met

the last time they replied was on the 14th of october

Dear mari,

I guess that the additional verification was to provide documents regarding your payment provider as it was your first time to deposit.

If yes, please forward them as soon as possible and wait at least a week or to for them to verify it.

Also please keep us updated.

Hello

my account is fully verified with all documents....

they didn't ask me for any additional documents.. my withdrawal has been pending for almost 20 days and they stopped responding to emails... they are not honest.. i made another complaint in another site before doing it here and the administrator had to close the complaint as unresolved due to their lack of response

they don't care..they abandoned my pending withdrawal and they don't care anymore

Hello

my account is fully verified with all documents and there is no additional verification to be done.., bitcoin deposits do not need additional verification.. if it was necessary they would ask me..

they didn't ask me for any additional documents.. my withdrawal has been pending for almost 20 days and they stopped responding to emails... they are not honest.. i made another complaint in another site before doing it here and the administrator had to close the complaint as unresolved due to their lack of response

they don't care..they abandoned my pending withdrawal and they don't care anymore

in relation to my payment provider the deposit was made with bitcoin and this information was sent along with my documents at the time of verification (kyc) as everything was approved there is no reason for them to have abandoned my withdrawal...

the first thing i did in this casino before requesting a withdrawal was to send all my documents, after my documents were approved i requested a withdrawal, this withdrawal is pending since the 6th of october..

i sent some emails asking why they didnt process my withdrawal however they never responded to my emails again.. 

they were completely silent,

Hello

the second deadline of 10 working days expired today and my withdrawal is still pending... it's 30 days waiting..

tangiers casino owner of winnerama casino got blacklisted on askgamblers and various other places,,, 

askgamblers and several other places are also refusing winnerma casino entry because they have no license and are stealing from players

they are scammers... they deactivated my account for no reason.. scammers give me back my money

Can you please confirm one more time if the payment has arrived since as it might have not arrived during weekend? If not, we will try to intervene directly with the casino.

my account has been closed and payment has not been processed

I suspected they would do this, this casino is not licensed in any jurisdiction

they are doing this with all players who have pending withdrawals, it's a goner

Thank you mari for all the information provided so far. I will now forward your complaint to my colleague Stefan who will be assisting you from now on.

Wish you best luck resolving it.

Regards,

Nick

Dear Mari,

I am sorry to hear that your withdrawal has been delayed. I will contact the casino and try my best to resolve the issue as soon as possible.

Now I would like to invite a Winnerama Casino representative to join this conversation and participate in the resolution of this complaint.

Dear Winnerama Casino, could you please state the reason why the player's withdrawal has not yet been paid out and when can she expect the payment?

Thank you in advance for providing the information.

Kind regards,

Štefan

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.

I have tried to contact the casino repeatedly but had no success. I'm afraid there is not much that can be achieved without cooperation from its side. Since the casino operates 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. However, the decrease in the rating caused by unresolved complaints could help to change the casino's approach. If the casino decides to react, we will reopen the complaint and you will be notified by email. 

I can only recommend you choose casinos by 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.

Kind regards,

Stefan