Winorama Casino - Player’s struggling to complete KYC verification.

They ask me for continuous documents and do not pay casino winorama

Dear Leonardo,

Thank you very much for submitting your complaint. I can only imagine how frustrating it might be for you, but please understand, it is a common procedure for casinos to check every detail to make sure they are sending the money to the right person. It seems that the casino has a strict verification process, but it's not unusual. I recommend you to contact the casino and find out what documents exactly are required and provide them in best possible quality and as soon as possible. If all the data is correct, there should be no reason for the casino to delay your withdrawal. Please let us know if this advice was helpful or we need to intervene. Looking forward to hearing from you.

Best regards,

Petronela

I always receive emails from different people every time asking me to forward the documents I would have sent them 6/7 times

Leonardo,

According to your answers when filing this complaint, you have withdrawn funds successfully in the past. Could you confirm that for me, or this is your first attempt for a withdrawal?

Thank you very much Leonardo for providing all the necessary information. I will transfer now 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.

Hi Leonardo, 

I looked at your case and have a few questions for you. The casino asked you to use a different payment method to withdraw your winnings. Have you tried to change payment method? Could you please forward the emails from the casino regarding your verification  and requesting documents to my email address (peter.m@casino.guru)? That would be very helpful. 

Dear Leonardo,

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

I'm checking out but after an ordeal it seems like they paid

Please let me know when you receive your funds.

They all made credit from 25 euros in the credit card practically canceled my top-ups

Hi Leonardo,

I'm not sure if I understand you correctly. Are you trying to deposit or withdraw money? Is the amount €500 your winnings? 

Yes, and my winnings have paid me 12 amounts of 25 and one of 50 on the card and they have written me that the remaining 150 will be sent to me by bank transfer but I cannot verify if they have arrived because the mail is closed

I see, thank you. Let me know when you will be able to verify this. 

Hi Leonardo,

Has there been any news?

All right

Does it mean I can consider the issue resolved?

Yes, but I will never play again on winorama 1 month I waited ...... thanks

Thank you Leonardo for using the Casino Guru complaint resolution center. 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 any other casino in the future.

Best regards,

Peter