HomeComplaintsWinorama Casino - Player’s asked to finish the wagering requirements.

Winorama Casino - Player’s asked to finish the wagering requirements.

Amount: €42

Winorama Casino
Safety Index:Below average
Submitted: 03 Dec 2020 | Resolved : 07 Jan 2021
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player from Italy is dissatisfied because the casino keeps claiming he hasn't fulfilled the wagering requirements yet. Casino had clearly explained the wagering requirements and therefore the complaint is solved.

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3 years ago
Translation

The site continues to claim that I have not met the minimum wagering requirements, I think it is an excuse for me not to redeem the money into the account. Also, I wrote to the assistance, without receiving a reply, nothing.

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3 years ago

Dear Christopher,

Thank you very much for submitting your complaint. I’m very sorry to hear about your negative experience. First, I would like to point out, that most bonuses come with the wagering requirements, which has to be finished before you can withdraw your winnings. Some casinos require to wager the real money deposit as well. This is one of the standard AML (anti money laundering) rules. Not all casinos require this, but it isn't anything unfair.

Did you play with any bonuses? If yes, please specify which offer you activated, I would like to check the Bous T&Cs. Also, how exactly did you find out, that you haven’t finished the wagering requirements? Is it stated somewhere in your account?

Looking forward to hearing from you.

Best regards,

Kristina

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3 years ago
Translation

Hi, I have always bet with real money and I have had the site since about December last year, also for this reason it seems strange to me that it did not meet the requirements.

I have never used bonuses and I became aware of the impossibility of redeeming the money on the account because, when I tried it, Winorama pointed out that I did not meet the requirements they requested.

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3 years ago

Christopher, thank you for your reply. Did the Winorama specified the wagering requirements (how much money you have to wager in order to withdraw)?

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3 years ago
Translation

Hi, honestly, he did it only the first time I entered the site, that is when I signed up. After that, I was no longer told what the minimum requirements were. They no longer made themselves heard, when I asked, by email, what the minimum requirements were. Instead, the chats with Winorama's assistance never worked because the site always asked me to wait for an assistant to be free to answer me, which never did. I have always waited, but the chats with support never started and I never received a reply about it by email.

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3 years ago

Thank you very much Christopher for your cooperation so far. I will now transfer your complaint to my colleague Martin who will be at your assistance. I wish you the best of luck and hope to see your problem being resolved to your satisfaction soon.

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3 years ago

Hello Christopher!


From now on I will try to make my best to help you. I would like to ask Winorama Casino to join this discussion and explain the situation here.

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3 years ago
Translation

Hi, alright. I await your response, thank you and have a nice day

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3 years ago
Translation

Dear Christopher,


Congratulations on your win!


My name is Amelia and I will be happy to assist you for all your needs.


I inform you that to withdraw your winnings, you need to accumulate a volume of bets equal to the bonus itself multiplied 40 times to be able to withdraw it. In your case, you still have to wager € 2087 to be able to play the active bonus. Then click on Cashier - Withdraw - to then choose the desired payment method (bank transfer, card).


For the first withdrawal it is necessary to provide the payment office with the necessary documentation. Go to the top left menu by clicking on account settings. Then he has to upload the documentation directly from his profile.


Within 2 working days you will be contacted by our Department in case of missing or invisible information.

Once the withdrawal requested by our Copetente Office has been confirmed, it will take up to 7 working days for the sum to be received on your current account.


Please note that we do not charge any additional transaction fees and cannot guarantee the same from your bank.


Do not hesitate to contact us also in live chat, by clicking on the "HELP" button.


We wish you a wonderful day and above all good luck!

Amelia

Winorama Customer Service

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3 years ago

Hello Christopher,


As we can clearly see, it will be necessary for you to complete the wagering requirements in order to make a withdrawal.

Wagering requirements are fully legitimate rule, which you accepted at the moment of claiming your bonus.

The best advice I can give you is to follow the advice of the casino and I believe you can make you withdrawal soon.

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3 years ago
Translation

Yes sir, now I know what to do. Having said that, I thank you all for your busy time and for your availability

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3 years ago

Hello Christopher,


It is our pleasure to be here for help. Is there anything else, that I can do for you?

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3 years ago

Hello Christopher!


Is your case resolved, did you manage to complete wagering requirements? I am extending the timer for another 7 days. Please, be aware that in case you fail to update the status of your complaint in the given time frame, we will reject it.

Looking forward to hearing from you.

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3 years ago
Translation

Hello. No, I have not been able to meet the minimum wagering requirements because I still maintain that, when I signed up, the site never stressed that I have to bet that much money. Betting 40 euros again for 2000 euros is crazy, I lose them first. If I had been told in due time, I would never have played on Winorama, but now it doesn't matter anymore. Also, Winorama's assistance speaks of a bonus that only they know about. Thank you and good evening.

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3 years ago

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thanks for cooperation and don’t hesitate to contact us if you run into any issues with this or any other casino in the future. We are here to help.

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