Winorama Casino - Player’s criticizing a complicated and lengthy verification process.

I signed up on the winorama website https://secure.winorama.com/#/lobby?affToken=1 I won a prize and proceeded with the survey of 240 euros and since then the problems started, with requests for photographs of the card, extracts, document stamped and signed by the bank .... everything and anything else for not paying. in Portugal it's called BURLA, I don't advise anyone to register. To charge the account they asked for nothing but to pay they ask for everything and anything. I am registered with several bookmakers and have NEVER asked for things of this kind. RIDICULOUS

Dear Raul,

Thank you very much for submitting your complaint. Please understand that KYC is a very important and essential process, during which the casino makes sure that the money is sent to the rightful owner. As they don't have the luxury of being able to physically see all of the players and check their identification and documents, this is the only way gambling establishments are able to complete the verification procedures. None of the serious and licensed casinos takes KYC lightly, and I am afraid you will have to go through this process if you want to get your winnings. If you wish to receive your winnings, I’d suggest cooperating fully with the casino.

Have you been advised what exactly seems to be a problem in verifying your account?

I hope we will be able to help you to resolve this issue as soon as possible. Looking forward to hearing from you.

Best regards,

Petronela 

Good Morning,

I spoke today with your team member where I sent a stamped and signed proof of account, and I was informed by the same person that everything was validated. He asked for the name of the account holder, Ivan and Bic where the transfer of earnings would be made and said to wait 2 days to receive them and before that email from the finance department to confirm the withdrawal. As such I am waiting ...

I fully understand your frustration, Raul. I will set the timer for additional 5 days and if there’s no development by Monday, we will intervene. Let’s stay positive and wait for the good news regarding your withdrawal. Thank you in advance for your patience.

Hello Raul,

Have there been any developments since our last conversation?

Yes, situation resolved I already received the money

As the complaint has been successfully resolved, we will now close it as ‘resolved’ in our system. Thank you very much, Raul, for your cooperation and confirmation and please 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.

Best regards,

Petronela

Casino.Guru