Winorama Casino - Player has received lower withdrawal that has been requested originally.

I cashed out at $200 all that was wire transferred to me was deposit $168.98? If my calculations are correct I am missing $31.02c??..

Dear Melissa,

Thank you very much for submitting your complaint. I have checked the terms and conditions and this is what I found: 

"Cashout Policy: There are no fees charged for any of our Cashout services; however, your bank or payment processor may levy a fee to process your Cashout."

Did you contact your bank or payment processor to check if there has been any fee charged from their side? Looking forward to hearing from you. 

Best regards,

Petronela

Dear Melissa,

We are extending the timer by 7 days. Please, be aware that in case you fail to provide the required information in the given time frame, we will reject your complaint.

Thank you very much Melissa for providing all the necessary information. I will transfer now your complaint to my colleague Juli 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.

Would you be so kind and specify, please, which answer from the casino you received, so we can help you? Could you send us screenshot of the e-mail or live-chat, please?
 

Hi there I request a copy of my chats with them everytime we have Live conversations but the never get emailed to me. 

They are saying they paid me correctly and that they haven't added fees or deducted fees so talk to my bank and then the bank is saying I have to talk to who deposited the funds

Hello Melissa.

Thank you for providing us with the information we requested. We will now try to get in touch with the casino and find more information case. 

The bank has advised me that I need to contact the casino which they have then just told me to talk with the bank.. I'm starting to be really annoyed with this.

Dear Melissa, 

Thank you for raising your concerns. 

Please let us start off by saying that Winorama Casino does not apply fees for any of the cashout services. 

We pay our customers the full amount they have requested. 

In your case, we have processed the full Withdrawal amount of 200 AUD. 

Your account is set in Australian Dollars and the intermediate bank has charged you a total of AUD 20.42 for the currency exchange to New Zealand Dollars. 

We understand how unpleasant and frustrating the situation might be, however, the casino cannot be held responsible for any fees applied by the banks. 

As stated in our Cashout Policy, "There are no fees charged for any of our Cashout services; however, your bank or payment processor may levy a fee to process your Cashout."

https://www.winorama.com/banking/withdrawal-policy.html

Furthermore, we have sent couple of emails where we have explained the situation in details, for which we have proof. 

If you still have any questions, please join our chat or send an email to support@winorama.com and we would be happy to assist. 

We are looking forward to speaking with you.

Kind regards, 

Winorama.com Team

Melissa, is it clear for you or do you require further assistance?

Thank you for using the Casino Guru complaint resolution center. We will now mark it as 'resolved' in our system.