The player from Italy played with a €7 bonus. He won and wanted to make a withdrawal, but he received the message, that he hasn’t finished wagering requirements. The issue was successfully resolved.
Winorama Casino - Player’s questioning bonus wagering requirements.
Amount: €440
Winorama Casino
Safety Index:Below averageSafety Index
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5.1
Winorama Casino has a Safety Index of 5.1, which makes it a casino with a below-average level of safety. Explore this casino’s Safety Index
Resolved
Our verdict
Case closed
RESOLVED
Case summary
4 years ago
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4 years ago
Translation
the site is not 32 red casino but WINORAMA.COM. It is the site (app) where I am playing. I made many deposits and took advantage of a 7 euro deposit bonus of 75 euro. I played for a long time until I managed to make a win. I try to withdraw and it is impossible. I get the message that "not all wagering requirements have been met."
They claim wagers up to 40 times the bonus to be able to withdraw sums that may have been won. The chat is non-existent and I try to get a contact to ask for explanations and all I do is exchange emails that do not solve the problem. I am going to make a report to the codacons and the finance guard for deceptive and fraudulent activity. Chat does not exist on the portal.
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4 years ago
Dear Tiziano,
I changed the 32Red Casino to Winorama Casino.
Thank you very much for submitting your complaint. I’m sorry to hear about your problem. Please understand, that every bonus comes with some conditions that have to be followed and wagering requirements are one of them. I checked the casino’s Bonus T&Cs and I found this:
„All promotions and or bonuses, winnings or deposits can only be cashed out after you have wagered at least 40 times the amount of bonuses received. For example if you received a free bonus of €/£/$ 10 (100 kr) you must wager€/£/$ 400 (4000 kr) before you can cash out."
Only after you wager 40x the amount of the bonus received, you will be able to withdraw your winnings. So before we can move further with this case, I would like to know, if you fulfilled these wagering requirements or not.
Thank you in advance for your reply.
Best regards,
Kristina
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4 years ago
Translation
Hi Kristina,
thank you for your reply and take this opportunity to reply. We assume that I had to wager 40 times a 7 euro bonus received which resulted as well as 560 euro as they had replied by Winorama. One who deposits € 75, receives a € 7 bonus and has to make € 560 of play before he can claim a win, is absurd. I have all the emails exchanged by the support and IGNORE MY REQUEST FOR A CONTACT. Anyway I gave up and I said to myself I play everything and I lose the amount with my pleasure. Instead I played my balance and I won again, playing those 560 euros that Winorama claimed. To be brief I won 800 euros and could withdraw. My win is suspended, as if it were being worked on. I have sent the necessary documentation EXACTLY AS THEY REQUESTED THEM. Now I have my data, some cards and I ask to have confirmation if everything is in order and in working order. They continue to answer me in an automatic email with which they are told that it is necessary to send the documentation to work the practice. For the umpteenth time I reply to HAVE SENT AND COMPLETED TO EVERYTHING THEY HAVE INDICATED. I don't get any answers. I know I was screwed. I am still waiting for a serious confirmation and I have already heard the ecc-net and codacons which report that Winorama is Hermione Ltd do not have authorizations to practice in Italy. They also report that they can report the fact to the Visa and MasterCard circuits and other payment platforms. Asking me to send the email exchange. I still wait a few days and report the fact. I understand that it may take a few days to make the payment but my withdrawal is suspended despite the fact that I have accomplished everything AT THE LETTER and they do not confirm me the continuation of the practice except with reconciled automated emails. Hermione Ltd, which heads Winorama in Cyprus, is on the run. What do you suggest at this point?
thanks
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4 years ago
Hello Tiziano,
Thank you for your reply! We will contact the casino and ask for their cooperation in resolving your problem, but, before we do so, I am sorry, but I am not sure I understood correctly. Did you finish wagering requirements, please?
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4 years ago
Translation
Hi Kristina and thanks again.
yes, I have completed the wagering requirements. In fact, the system no longer returned the error message when I tried to withdraw. The withdrawal is now in a "suspended" state and Winorama no longer responds to me. I sent them all the documentation and forms signed EXACTLY AND SCRUPULOUSLY AS THEY HAD INDICATED ME. I write to the address supporto@winorama.com and accounting@winorama.com and they answer me only with the automatic email where they repeat me "you must send us the documentation otherwise we cannot proceed with the withdrawal".
thank you if you can badly intervene.
Thanks again
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4 years ago
Thank you very much Tiziano for providing all the necessary information. I will now transfer your complaint to my colleague Peter 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.
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4 years ago
Hi Tiziano,
I looked at your case and understand your frustration. I will contact the casino and see what can be done.
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4 years ago
Translation
Hello Peter and thank you,
all I need to do is confirm that the file is regularly in progress and that I will pay off my winnings. It doesn't matter to me, week more or week less. I only care if and when they will. The reputation 7.8 / 10 I don't think is reliable because apart from my case, I know that many have these problems with Winorama. If the problem is solved, I will be happy to contribute to Winorama's better reputation otherwise I will do otherwise. If you can give me good news since only you can contact Winorama, I will be grateful.
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4 years ago
Translation
Hello Peter,
I need to ask you again for assistance if you can because Winorama still doesn't want to liquidate my winnings. I think they create filibuster not to pay.
07.05.2020, a certain "Anthony Greene" of Winorama writes me stating that there are still no documents for verification. They ask me to send card statements where the numbers of the cards are read with my name.
Once again I send both the scan of the two-sided cards that are VERY CLEAR and READABLE as well as sending the bank statement of the cards themselves. The quality of the photos (which are scanned documents) and bank statements ARE PERFECT, READABLE AND CLEAR.
Day 09.05.2020 I sent the requested documentation and asked for confirmation of the regularity of the documents and confirmation that my liquidation is being worked on. THEY DON'T REPLY TO ME AND MY WITHDRAWAL REQUEST IS STILL SUSPENDED.
I FEAR THAT WINORAMA WANTS ME TO BEGIN AND I DO NOT FIND THE "GOOD REPUTATION" THAT GIVES TO WINORAMA.
Mr. Peter, I ask you to be able to contact winorama and give me information. THEY DO NOT HAVE A CHAT AND THERE IS NO WAY TO CONTACT THEM.
Can you help me?
I await your reply and thank you
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4 years ago
Hi Tiziano,
Thank you for the update. The casino has been contacted and notified of the complaint. It may take some time, but they usually reply to all complaints. I would like to ask you to be patient, most of the casino's complaints get resolved.
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4 years ago
Translation
THE PROBLEM HAS BEEN SOLVED! They made the transfer. A point in favor of WINORAMA 😉
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4 years ago
Dear Tiziano,
I'm glad to hear that your issue got resolved. I will now mark 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. Thank you for using the Casino Guru complaint resolution center.
Best regards,
Peter
