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

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

Amount: €500

Winorama Casino
Safety Index:Below average
Submitted: 06 Apr 2020 | Resolved : 06 May 2020
Resolved Our verdict

Case closed

RESOLVED

Case summary

3 years ago

The player from Italy is experiencing difficulties completing verification of his account. The issue was resolved, the player received his funds.

Public
Public
3 years ago
Translation

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

file
Automatic translation:
Public
Public
3 years ago

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

Public
Public
3 years ago
Translation

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

Edited
Automatic translation:
Public
Public
3 years ago

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According to your answers when filing this complaint, you have withdrawn funds successfully in the past.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?

Private
Private
3 years ago
Translation
Sensitive information

This post has been made private by Casino Guru. It contains sensitive information meant to be seen only by the involved parties.

Public
Public
3 years ago

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.

Public
Public
3 years ago

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. 

Public
Public
3 years ago

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.

Public
Public
3 years ago
Translation

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

Edited
Automatic translation:
Public
Public
3 years ago

Please let me know when you receive your funds.

Public
Public
3 years ago
Translation

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

Edited
Automatic translation:
Public
Public
3 years ago

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? 

Public
Public
3 years ago
Translation

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

Edited
Automatic translation:
Public
Public
3 years ago

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

Public
Public
3 years ago

Hi Leonardo,

Has there been any news?

Public
Public
3 years ago
Translation

All right

Edited
Automatic translation:
Public
Public
3 years ago

Does it mean I can consider the issue resolved?

Public
Public
3 years ago
Translation

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

Edited
Automatic translation:
Public
Public
3 years ago

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

Edited by a Casino Guru admin
flash-message-reviews
User reviews – Write own casino reviews and share your experience
Forum_alt
Join the discussion on our Forum and meet casino players from all over the world
Subscribe to our newsletter for newest no deposit bonuses, new slots, and other news